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DVR Manager can't see all of my DVRs

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DVR Manager can't see all of my DVRs

I have two Comcast accounts with active DVRs at different addresses, and both accounts are linked to the same username.  (When I log in to the website, I can access both accounts for other features of the site.  For example, I can see the bills for both accounts by choosing the account from a drop-down list.)  The two DVRs on the one account (in 94122) are visible in the Xfinity Android app, and also in the DVR Manager on the website.  The DVR on the other account (in 95014) is not listed in either place.

 

The DVR that won't show up in DVR Manager is a Motorola DCH3416, so according to what I read in these forums, it should be compatible.  I was on chat with a support rep this morning who didn't seem to grasp what the issue was for the longest time, but then claimed to have fixed it.  He asked me to power cycle the box and wait 6.5 hours for it to re-sync.  But as of >12 hours after that, the device still isn't visible in the Android app or on the website.

 

I wonder if the DVR Manager functionality in the mobile and web apps for some reason can't cope with the fact that I have my DVRs on different accounts even though I've linked them to the same username?

 

Any advice?

 

Thanks,

Mike

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Official Employee

Re: DVR Manager can't see all of my DVRs


mjwin wrote:

I have two Comcast accounts with active DVRs at different addresses, and both accounts are linked to the same username.  (When I log in to the website, I can access both accounts for other features of the site.  For example, I can see the bills for both accounts by choosing the account from a drop-down list.)  The two DVRs on the one account (in 94122) are visible in the Xfinity Android app, and also in the DVR Manager on the website.  The DVR on the other account (in 95014) is not listed in either place.

 

The DVR that won't show up in DVR Manager is a Motorola DCH3416, so according to what I read in these forums, it should be compatible.  I was on chat with a support rep this morning who didn't seem to grasp what the issue was for the longest time, but then claimed to have fixed it.  He asked me to power cycle the box and wait 6.5 hours for it to re-sync.  But as of >12 hours after that, the device still isn't visible in the Android app or on the website.

 

I wonder if the DVR Manager functionality in the mobile and web apps for some reason can't cope with the fact that I have my DVRs on different accounts even though I've linked them to the same username?

 

Any advice?

 

Thanks,

Mike


For your 95014 account, try creating a Comcast ID for just this account and then try using the DVR Manager feature.

 

Click the Register link at the top-right hand corner of Xfinity.com/tv when not logged into the site.

 

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




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New Poster

Re: DVR Manager can't see all of my DVRs

Hi Joe,

 

When I sign out of the website and then try to register for a new username for the 95014 account by entering my account number and address, your website tells me I already have a username.  It displays the username to me and asks me to enter the password to log in.

 

There's also a link that says "Not [username]?  Create a username".  When I click that link, it just takes me through the same flow with the same result.

 

So that account is clearly also linked to my username.

 

Mike

Official Employee

Re: DVR Manager can't see all of my DVRs


mjwin wrote:

Hi Joe,

 

When I sign out of the website and then try to register for a new username for the 95014 account by entering my account number and address, your website tells me I already have a username.  It displays the username to me and asks me to enter the password to log in.

 

There's also a link that says "Not [username]?  Create a username".  When I click that link, it just takes me through the same flow with the same result.

 

So that account is clearly also linked to my username.

 

Mike


Our team is looking into your issue now. Someone will contact via phone within the next 72 hours. If they do not reach you, they will leave a message so please check your messages.

 

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




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