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DVR Manager/Can not locate DVR

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Regular Visitor

DVR Manager/Can not locate DVR

So it is almost a week and every day I have talked to someone from COMCAST and no one can tell me why my DVR isn't recognised for the DVR Manager online. I have had reboots sent, unplugged it for a hard reboot and told to wait 12 hours. (was called and told my issue was resolved...it wasn't) and told I need to set up a home network, (have one). I have 2 more weeks before my 30 is up and I can get my money back.

 

Is it in my avalable area? Yes

Do I have a compatable DVR? Yes Motorola DCT 3416

 

Anyone, anyone have/had this issue and did it get resolved?

 

Thanks,

 

KC37

Accepted Solution

Re: DVR Manager/Can not locate DVR


KC37 wrote:
But the issue is I can't even use the DVR Manager online

Your account is showing that you have a box that is not compatible with the DVR Manager. I updated the ticket informing our team that you have a Motorola DCT3416.

 

Did you just get this box? Have you recently moved? I am just trying to figure out why the wrong box is listed.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

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Tags (1)
Silver Problem Solver

Re: DVR Manager/Can not locate DVR

Hello,

First of when you record a show using the my dvr on the remote it will only recognise shows on the tv and when you record a show online via the dvr manager it will only recognize the shows online.

Regular Visitor

Re: DVR Manager/Can not locate DVR

But the issue is I can't even use the DVR Manager online
Official Employee

Re: DVR Manager/Can not locate DVR


KC37 wrote:
But the issue is I can't even use the DVR Manager online

Your account is showing that you have a box that is not compatible with the DVR Manager. I updated the ticket informing our team that you have a Motorola DCT3416.

 

Did you just get this box? Have you recently moved? I am just trying to figure out why the wrong box is listed.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Regular Visitor

Re: DVR Manager/Can not locate DVR

I got the box last week. When I first called in I was told the DVR listed on my account was a J(something or other). 2nd time I called I was told the correct box, (DCT3416), was listed on my account. Now I know I had talked with several departments so I don't think I was lied to or anything like that and I had mentioned that to several other reps but they told me it had been corrected. If thats the issue I'm glad you found it. The old box would have been from when I had service, (TV), years ago with comcast, 4-5 years back. Any idea how long getting the correct information mapped through will take? Also, thanks for putting in a ticket.

 

KC

Regular Visitor

Re: DVR Manager/Can not locate DVR

Checked today and it works, I can access it online now. Thanks again.

Official Employee

Re: DVR Manager/Can not locate DVR


KC37 wrote:

Checked today and it works, I can access it online now. Thanks again.


That's great news!

 

Since this particular issue is resolved, I am closing this thread from new posts. If this or another issue arises, please create a new thread and include a link to this old thread.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark a Best Answer!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark a Best Answer!solution Icon

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