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Recorded shows disappearing

Frequent Visitor

Recorded shows disappearing

A bunch of our recorded shows have disappeared. We were only at 30-40% usage on our DVR, so there is plenty of room. The kicker is, if I try to go watch them on demand, it wants to charge me $2.99 for each episode! I pay $269 a month for my service! I should not have to be paying to watch regular series on demand, especially when I had them recorded and planned to watch them!
Service Expert

Re: Recorded shows disappearing

do you have more than one DVR? did you look in the Deleted Recordings folder at end of your recordings list? did you look in the cloud DVR assets to see if the programs are there? Did you try removing power from the DVRs and then after 30 seconds plugging back in?




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Re: Recorded shows disappearing

 


Rustyben wrote:

do you have more than one DVR? did you look in the Deleted Recordings folder at end of your recordings list? did you look in the cloud DVR assets to see if the programs are there? Did you try removing power from the DVRs and then after 30 seconds plugging back in?


Hi @Rustyben.  We have one DVR on the X1 system.  Yes we looked in the deleted recording folder at the end of our recordings list and they are not there.Yes, I have looked in the Cloud DVR assets and the programs are not showing there either.  Yes, we tried removing power from the DVR and then plugged back in, did not work.  

The recording disappeared in a couple of batches... the first one really made me angry, because my family and I were in the audience of Team Ninja Warrior and Let's Make a Deal... all of the episodes we were on we recorded and now they are all gone.

 

Basically that was all that was keeping me as a customer for my TV service... so it's time to go Amazon Fire Stick... I can get all the programing I watch now for $100 a month less by getting PlayStation Vue, Starz, Prime TV, Netflix, and Kobi.

Official Employee

Re: Recorded shows disappearing

Hi, JulzzEv - Could you please provide examples of missing recordings? Full title, approximate day and time when the asset was recorded. 


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Re: Recorded shows disappearing

 
 

ComcastElla wrote:

Hi, JulzzEv - Could you please provide examples of missing recordings? Full title, approximate day and time when the asset was recorded. 


I had this exact thing happen to me a few minutes ago.  I was going through my recordings, picked one to watch and selected it.  A notice came up that said a problem causing it to no be able to play and to try again later.  When I went back to my list of recordings, they were all gone.  I had some with several series recorded.  I would like very much to get my recordings back.
 
Official Employee

Re: Recorded shows disappearing

Hi, jjjoyce56 - I reviewed your account and I don't see a DVR service included with your current plan. Have you originally requested a DVR service? 


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Frequent Visitor

Re: Recorded shows disappearing

Hi ComcastElla,

 

Some I have no clue on, but the main ones are:

NCIS Season14 Episodes 22-24 recorded on original air dates

Scorpion Season 3 Episodes 16-25 recorded on original air dates

Bull  Season 1 Episodes 18-23 recorded on original air dates

 

I know the ones that my family was part of are gone forever... that's ok... The others are the ones we had planned to watch before we started watching the current season.

 

 

Official Employee

Re: Recorded shows disappearing

I can see recordings for NCIS, Scorpion, Bull for February - May dates. Have you tried to Sync your DVR in device settings? Settings -> Device Settings -> Sync DVR (at the bottom of the page).

 

What are the shows that your family was part of? 


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Frequent Visitor

Re: Recorded shows disappearing

I did try to Sync, I will try again.

 

The shows my family were in was Team Ninja Warrior (2 episodes, but don't remember which ones) and Let's Make a Deal (1 episode, the Friday before Mother's Day.

 

Official Employee

Re: Recorded shows disappearing

I escalated your issue to our Advanced Repair Team to see if they can assist you. At the same time, are the Team Ninja Warrior and Let's Make a Deal episodes available on demand for purchase? 


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Frequent Visitor

Re: Recorded shows disappearing

Hi ComcastElla, 

So, I just sync'd it again, and no luck...

 

It will cost about $30 for us to watch the shows we should have been able to watch for free (well included in my $270 per month bill, not really free) because ondemand is now charging for back episodes.  That's absolutely ridiculous!

Frequent Visitor

Re: Recorded shows disappearing

No the Team Ninja Warriors and Let's Make a Deal are not available that I can find.  It's OK, we saw them, we just wanted to show my older son when he came to visit in January.  

Valued Contributor

Re: Recorded shows disappearing


JulzzEv wrote:
A bunch of our recorded shows have disappeared. We were only at 30-40% usage on our DVR, so there is plenty of room. The kicker is, if I try to go watch them on demand, it wants to charge me $2.99 for each episode! I pay $269 a month for my service! I should not have to be paying to watch regular series on demand, especially when I had them recorded and planned to watch them!

If you're recording a series, what are the save & keep options set to?

https://www.xfinity.com/support/cable-tv/x1-record-a-series/

 

 

Frequent Visitor

Re: Recorded shows disappearing

Hi RadRV - they were set to Save until space is needed... we were at 30% usage and if they would have been deleted for that reason they would have been in deleted programs, but they were not... they just disappeared completely. The shows my family was in were set to save until I remove... they disappeared too.
Official Employee
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Re: Recorded shows disappearing

Official Employee

Re: Recorded shows disappearing

@JulzzEv - The advanced repair team tried to reach you yesterday. Did you get a voicemail? This team can check what happened with your recordings. I will send you a ticket number in PM. 


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Frequent Visitor

Re: Recorded shows disappearing

All we received was a robo call asking if it had been fixed and if we had time to troubleshoot if not. I was cooking dinner so I said no not fixed, no time to troubleshoot right now.
Official Employee

Re: Recorded shows disappearing

@JulzzEv - Did you get a chance to call in? The ticket is now closed due to agents were not able to reach you. 


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Frequent Visitor

Re: Recorded shows disappearing

I have ONE missed call from them on 9/30...They didnt leave a message for me, and the one time I answered it said they would call back.
Official Employee

Re: Recorded shows disappearing

@JulzzEv - I opened another ticket and I sent it via PM. If you won't be available to troubleshoot when the agent calls in, I provided a phone number for the advanced repair department, please call in when you have time. 


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Frequent Visitor

Re: Recorded shows disappearing

Ok thanks Smiley Happy I never spoke to an agent in person... only got a robo call saying it was fixed... but it wasn’t.
Official Employee

Re: Recorded shows disappearing

Hi, JulzzEv - I see your issue has been escalated to the engineering team and they are still working on the resolution. I keep an eye on your ticket and I will follow up with the updates.


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Official Employee

Re: Recorded shows disappearing

@JulzzEv - The ticket got closed on 10/18, have you talked to an agent? 


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