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Moved? Recordings gone?

Regular Contributor

Moved? Recordings gone?

I moved my Xfinity X1 service about 1 mile from my old house and transferred all equipment. Same town. Same DVR. Same equipment. Once hooked up all my recordings disappeared. 

 

Any ideas? I still see them on Xfinity online. 

 

Thanks. 

Service Expert

Re: Moved? Recordings gone?


Tek wrote:

I moved my Xfinity X1 service about 1 mile from my old house and transferred all equipment. Same town. Same DVR. Same equipment. Once hooked up all my recordings disappeared. 

 

Any ideas? I still see them on Xfinity online. 

 

Thanks. 


I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread or via Private Message from a Comcast Official Employee.




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Official Employee

Re: Moved? Recordings gone?

Hi, Tek - Let me see what happened with the recordings. Could you please send me your name, current and old addresses, and a phone number? Thank you so much!


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Regular Contributor

Re: Moved? Recordings gone?

I just sent you the info via PM ComcastElla.

Thanks.
Official Employee

Re: Moved? Recordings gone?

Thank you for the information, Tek. I submitted a request to transfer recordings. We have to wait for 24 hours to see if it goes through. If not, I will escalate it further. At the same time, your Cloud DVR storage is full. Please delete unwanted recordings via XFINITY Stream website or app.  


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Regular Contributor

Re: Moved? Recordings gone?

Can you explain why if I transferred my actual DVR from my old house that the recordings are gone? They should be on that boxes HD?

 

When I moved years and years ago, before X1, they moved my Motorola DVR, and eveything came with it. SImple 

 

 

Service Expert

Re: Moved? Recordings gone?


Tek wrote:

Can you explain why if I transferred my actual DVR from my old house that the recordings are gone? They should be on that boxes HD?

 

When I moved years and years ago, before X1, they moved my Motorola DVR, and eveything came with it. SImple 


that should have happened automatically for you but didn't and the Comcast employee is working on fixing that error for you.




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Regular Contributor

Re: Moved? Recordings gone?

Still no recordings.... my guess is I am never getting them back. 

 

So happy I did a TRANSFER of service. Should have cancelled, dumped my equipment, and signed-up for a NEW CUSTOMER deal for less money.

 

 

Very mad at this point.... 

Official Employee

Re: Moved? Recordings gone?

Hi, Tek - The X1 system is much more complicated than our previous Legacy one. It has more features, ability to stream your recordings on different devices, voice remote and etc. When you transfer services your account number changes. All your recordings are tied to that account number. The system was supposed to automatically transfer your DVR information but it did not. As I mentioned, I escalated your issue to our highest level of Tech Support and they should be able to help. 

 


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Regular Contributor

Re: Moved? Recordings gone?

Any updates? Still no recordings. Smiley Sad

Official Employee

Re: Moved? Recordings gone?

Hello, Tek - Please be patient with us. The Tech Support team will contact you directly as soon as they get an update. Thank you!


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Regular Contributor

Re: Moved? Recordings gone?

I recieved a phone call from the ADVANCED REPAIR DEPARTMENT. Called back. They said they were having system issues and to call back tonight.

 

I call back tonight and now it says I have no ticket number and they won't connect me.

 

Still no recordings and now I have no way to reach the support team. Do you have a way for me to get back to them Comcast Ella?

 

 

Official Employee

Re: Moved? Recordings gone?

Hi, Tek - I just sent you a private message with new ticket number, it should now connect you directly to Advanced Repair team. Please let me know how it goes. Thank you!


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Regular Contributor

Re: Moved? Recordings gone?

All restored! Thank you so much Comcast Ella. 

 

They even recovered the ones on the DVR HD and not just the cloud ones. 

 

So excited. Smiley Happy

Official Employee

Re: Moved? Recordings gone?

Awesome news! Thanks to our Advanced Repair Team. If you get any issues or questions in the future - feel free to reach me by opening a new public post. If I cannot fix it, I will do my best to find who can Smiley Happy Have a wonderful evening!


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