Skip to main content

  • Home

  • Getting Started

    • Offers

Vando22's profile
Vando22
Much Appreciation
Expressive Exchange
Responsive

Contributor

 • 

78 Messages

Monday, March 4th, 2024 8:36 PM

Closed

SAVED MOVIES NOT APPEARING IN APP

Have had this problem for awhile, well over a year, but I didn't address it sooner because I rarely use the app.  The problem is that the movies I have saved as favorites in 'My List' do not show up in the app, only via the cable box, and this started before the app was even a thing.  The television shows I have saved as favorites in 'My List' do appear in the app, but the movies do not.  I've tried marking movies as a favorite via the app but they do not appear in the app either.  

Question

 • 

Updated 

8 months ago

124

1

Was this helpful?

XfinityThomasB

Official Employee

 • 

1.5K Messages

9 months ago

Greetings Vando22,

Thank you so much for reaching out! There can be some specifics related to network and broadcasting agreements with some content. There can be preferences in place by the production company, studio or agency that is controlling the content to have it set for in-home viewing only. Certain content is cleared for viewing anywhere from any connection, I was curious, are you on your home Wi-Fi when you attempt to access? If you are away from home is typically when the content would not be accessible. 

4

0

Vando22

Contributor

 • 

78 Messages

@XfinityThomasB​ I do not currently have Wi-Fi therefore I am always at home when checking it out.  I should have addressed this sooner, but since I am always viewing it at home there wasn't much of a pressing issue since the box is what I use anyways.  Still, it does not seem right that all of the television series are available for viewing in the app but none of the 400+ movies I have saved even appear, there's not even a listing for movies under 'My List.'  

8 months ago

0

XfinityTony

Official Employee

 • 

1K Messages

@Vando22 On your TV remote, can you press "A" and find the setting to refresh your box? I would like to see if that will help push these saved movies to your profile.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

Vando22

Contributor

 • 

78 Messages

That did nothing. 

It has been like this for over a year and I've done more than a few refreshes in that time.  This is just very strange as the saved tv series, recorded movies, and purchased movies all still appear in the app yet none of the 450+ movies saved as favorites appear in the app on any device, they only appear via the cable box.  There is little regarding this specific issue anywhere online. 

I was in contact with an online agent today, they said they did some type of complete refresh of the account that took well over an hour as the progress was measured in percentages, and then they had me unplug the box which also did nothing to fix this issue.  They then opened a ticket and escalated the issue and said I would be contacted in 60 minutes, that was about six hours ago.

(edited)

8 months ago

0

XfinityArmand

Official Employee

 • 

1.8K Messages

We are glad to take a closer look at this for you @Vando22.  No worries!  You have reached out to the right team to get things squared away for you.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

0

forum icon

New to the Community?

Start Here