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DVR functions no longer working on TV Remote app

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Frequent Visitor

DVR functions no longer working on TV Remote app

I have been using the Xfinity TV Remote app on my iPad, and everything was working until a few days ago when I noticed the DVR Manager button had disappeared. I contacted Xfinity support via chat, and the representative had me go through several troubleshooting steps, none of which resolved the problem. She then said she was refreshing my account. Not only did this not resolve the issue, but it removed any ability to record programs from the app (previously, I could record by selecting a program in the Guide and pressing record). It looks like Xfinity no longer recognizes my DVR for some reason even though the DVR features of my box are working fine as long as I do not attempt to use the TV Remote app.

 

I checked the Stream TV app too, and it no longer gives me the option of viewing anything saved to my DVR.

Accepted Solution

Re: DVR functions no longer working on TV Remote app

After yet another chat session with Comcast support, the issue was finally resolved. The solution was that they had to add a Cloud DVR rate code to my account. Someone at Comcast had evidently deleted this code without my knowledge, which was why the functions suddenly stopped working. Unfortunately, getting to the point where they added the rate code (rather than telling me they had added the code without doing so) took two lengthy phone calls, five lengthy chat sessions, and the posts you see here. Of the approximately 8 Comcast support specialists with whom I communicated, only one was able and willing to add the rate code. He did so last night, and all DVR functions were restored within approximately two hours of him doing so.

 

What I found most frustrating about this experience was that two different support specialists explicitly told me that they had added the rate code to my account. According to the person I chatted with last night, nobody had done so. Similarly, four of the 8 support specialists with whom I communicated went out of their way to tell me that they had recorded detailed notes about the issue I had in my account so that it would be easier for future specialists to know what was going on if their proposed solutions were ineffective. There was no evidence that any of them did so.

 

I understand that some support specialists are going to be better trained and more competent than others, but I find it disappointing that only 1 of 8 was able to resolve this issue and that a couple told me they had added the rate code when they did not do so.

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Tags (3)
Problem Solver

Re: DVR functions no longer working on TV Remote app

Hi

 

I'm not seeing a DVR or Cloud DVR on your account, which seems incorrect. Will look into it and get a ticket opened if I can't resolve myself.

 

LHC




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

Thank you. This does sound like an error since I have a DVR and everything was working up until a few days ago.

Problem Solver

Re: DVR functions no longer working on TV Remote app

Yes, I can see the X1 DVR on your account, but the DVR rate code is missing. Are recordings still happening on the local DVR, or have new recordings not been created since you ran into trouble on the apps? We have a few users reporting losing DVR functionality and/or all of their devices in the Remote app, and we're trying to see what the accounts have in common to figure out which system isn't working properly. I'm very sorry for the inconvenience while we investigate.

 

LHC




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

I have lost all DVR functionality on the Remote app. The local DVR is still recording programs that had previously been set to record, and I can record using the remote control that came with the X1 box - just not the app.

Problem Solver

Re: DVR functions no longer working on TV Remote app

Yep, that was my assumption, and also helpful in trying to troubleshoot where the failure is occurring. Thank you for confirming!

 

LHC




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

Okay, so we have established that the DVR rate code is missing from my account. How do we go about resolving this? I have contacted Xfinity support through chat, telephone, and this forum over the last week without any resolution. Roughly four days ago, I was told that this had been escalated up the line and that someone would be calling me within 24-48 hours. Nobody ever called. Who has the authority to add a DVR rate code to my account, and how do I get in touch with them?

 

Update: I just used the chat again, and I am now being told that the DVR rate code was added to my account. The app still isn't working, but I'll give it an hour to make sure everything is updated and report back.

 

 

Frequent Visitor

Re: DVR functions no longer working on TV Remote app

It has now been a few hours since I was told that the DVR rate code had been added to my account, including the Cloud DVR rate code. I still can't access any DVR functions through the TV Remote app. Uninstalling and reinstalling the app did not help.

Frequent Visitor

Re: DVR functions no longer working on TV Remote app

I still have no DVR functions available in the TV Remote app. Any ideas on how to resolve this?

Service Expert

Re: DVR functions no longer working on TV Remote app


vjack wrote:

I still have no DVR functions available in the TV Remote app. Any ideas on how to resolve this?


What device are you using?




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

I have the TV Remote app on both an iPhone and an iPad. It was working perfectly on both, but it no longer recognizes any DVR functions on either device.

Service Expert

Re: DVR functions no longer working on TV Remote app


vjack wrote:

I have the TV Remote app on both an iPhone and an iPad. It was working perfectly on both, but it no longer recognizes any DVR functions on either device.


do you see the microphone icon? if so touch it and note the up-down-left-right icon and touch it. that's what you want?




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

No, the problem doesn't have anything to do with voice commands. It is that all of the previously working DVR commands have disappeared so I cannot record programs or access the DVR Manager through the iOS TV Remote app.

Tags (2)
Service Expert

Re: DVR functions no longer working on TV Remote app


vjack wrote:

No, the problem doesn't have anything to do with voice commands. It is that all of the previously working DVR commands have disappeared so I cannot record programs or access the DVR Manager through the iOS TV Remote app.


did you press the microphone icon so you can see the other controls like you requested?




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

Yes, and it does not show any DVR functions.

Service Expert

Re: DVR functions no longer working on TV Remote app


vjack wrote:

Yes, and it does not show any DVR functions.


are you using an iOS (apple) or an androidOS device? the name of the app is Xfinity TV Remote. While on the listings page there should be a desk microphone icon near the top.




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Frequent Visitor

Re: DVR functions no longer working on TV Remote app

After yet another chat session with Comcast support, the issue was finally resolved. The solution was that they had to add a Cloud DVR rate code to my account. Someone at Comcast had evidently deleted this code without my knowledge, which was why the functions suddenly stopped working. Unfortunately, getting to the point where they added the rate code (rather than telling me they had added the code without doing so) took two lengthy phone calls, five lengthy chat sessions, and the posts you see here. Of the approximately 8 Comcast support specialists with whom I communicated, only one was able and willing to add the rate code. He did so last night, and all DVR functions were restored within approximately two hours of him doing so.

 

What I found most frustrating about this experience was that two different support specialists explicitly told me that they had added the rate code to my account. According to the person I chatted with last night, nobody had done so. Similarly, four of the 8 support specialists with whom I communicated went out of their way to tell me that they had recorded detailed notes about the issue I had in my account so that it would be easier for future specialists to know what was going on if their proposed solutions were ineffective. There was no evidence that any of them did so.

 

I understand that some support specialists are going to be better trained and more competent than others, but I find it disappointing that only 1 of 8 was able to resolve this issue and that a couple told me they had added the rate code when they did not do so.

Tags (3)
Official Employee
Moved:

Re: DVR functions no longer working on TV Remote app

New Poster

Re: DVR functions no longer working on TV Remote app

vjack Thank you for taking the time to post how you resolved your issue. I’m sorry to hear that it had to be such a painful process.
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