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user_d916e1
1st Topic

Visitor

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2 Messages

Friday, December 23rd, 2022 8:12 PM

Closed

streaming channel guide jumps to MLB or NHL season pass channels

When using the xfinity stream channel guide and scrolling through, the guide continues to let me scroll 6 or 7 channels say in the 700's then the guide jumps to the 3000's and this happens every time on every streaming tv we are using. 

Question

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Updated 

2 years ago

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CCLysa

New Problem Solver

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617 Messages

2 years ago

Hey @user_d916e1

 

I appreciate you letting us know about the Stream app guide issue. We want to be sure we can get this fixed ASAP. Is it a Roku TV? If not what kind of TVs are being used with the Stream app? 

 

3

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user_9ac141

Visitor

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3 Messages

@XfinityLysa​ I am have the same issue when I use the xfinity stream channel guide. When I am in the 200 channels and scroll thru 6 or 7 channels the guide jumps to the 1000 channels. i am using a Roku stick.

2 years ago

0

user_d916e1

Visitor

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2 Messages

I am OP, I am also using a Roku Stick on my TVs.  Neither TV is a Roku TV.

This channel guide issue seemed to start in the fall of 2022 and still continues, I had no issues with the guide earlier in 2022 using the Roku Stick.

Everything has been restarted and and issue is not resolved. 

2 years ago

0

CCMarcella

Official Employee

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352 Messages

Thank you so much for letting me know. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" message:

• Click "Sign In" if necessary

• Click the "Direct Message" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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 no longer work for Comcast.

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

2 years ago

0

user_9ac141

Visitor

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3 Messages

2 years ago

I am have the same issue when I use the xfinity stream channel guide. When I am in the 200 channels and scroll thru 6 or 7 channels the guide jumps to the 1000 channels. i am using a Roku stick.

3

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XfinityPeterH

Official Employee

 • 

1.9K Messages

Thank you for letting us know @user_9ac141 What troubleshooting have you completed yet? 

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

2 years ago

0

user_9ac141

Visitor

 • 

3 Messages

Has anyone resolved the issue with the channel guide jumping from the 200s to the 1000s after scrolling thru 6 or 7 channels.  I am still having this issues. I am using the Roku Express 4k+.  I have uninstalled and reinstalled the Streaming app too.

2 years ago

0

XfinityVianney

Official Employee

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2.2K Messages

Hi, @user_9ac141. I understand you are having a similar experience even after doing some troubleshooting. I think uninstalling then reinstalling the app is always a good move.  I ask that you reach out privately, so we can cover this further. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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

2 years ago

0

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