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DVR not showing up on XFINITY website

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Message 1 of 11
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I've been using the XFINITY website to watch my recordings on my DVR from my laptop, and it had been working fine until the other day when no new recordings were showing up on the website. 

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Posted by
Official Employee

Message 2 of 11
246 Views

Hi Katie

 

I'm not seeing any Cloud DVR recordings on your account, which seems wrong (there are definitely recordings on your local DVR, with more set to record in the coming days). Did your family move recently, or did you change out any equipment?

 

LHC




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Message 3 of 11
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My family still lives at the same house, but I am watching the DVR from my laptop in a different state, because I moved to start college.  I'm just confused because I moved almost a month ago and it was working fine until two days ago.  

Posted by
Official Employee

Message 4 of 11
217 Views

Yeah, the fact that you're not at home shouldn't matter at all (the move question was only about whether the location of your account had moved). If no one in your family has deleted all your cloud recordings on purpose, I can open a ticket for investigation.

 

LHC




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Message 5 of 11
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No, the acocunt address hasn't moved.  My family says that all of the recordings show up on the home TV, but they don't show up on thr website.  They also haven't deleted any of the recordings.  

Posted by
Official Employee

Message 6 of 11
179 Views

The local DVR and the cloud DVR are separate; recordings go to both, but the storage limits are different, so sometimes older programs will still be on the local DVR but will have been deleted for space reasons in the cloud. The fact that there are NO recordings on the cloud DVR, tho, sounds completely wrong. 

 

Aaaaand just as I was about to open a ticket for you, your cloud recordings started showing up again. I'm going to follow up anyway, because I'd love to know what just happened. In the meantime, can you check the Stream website again and see if everything's back to normal?

 

LHC




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Message 7 of 11
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The website still will not show my DVR recordings.  The "For you" page has also been on the same page, with the same featured options, since the DVR stopped working.  It's like the whole website is frozen and won't update anything that has happened since Sunday when it stopped working. 

Posted by
Official Employee

Message 8 of 11
164 Views

I opened a ticket a couple hours ago for investigation. Sorry for the trouble, and thank you for your patience while the data team has a look.

 

LHC




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Posted by
Official Employee

Message 9 of 11
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Hi katie_15,

 

I wanted to follow up to see if there have been any changes with the DVR recordings appearing on the website on your end? 




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Message 10 of 11
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DVR recordings not on stream app. 5 straight nights of calls to customer service and one tech visit. No resolution. Anyone with recommendations of reliable TV service to switch to?
Posted by
Official Employee

Message 11 of 11
46 Views

Hi Jedarnett79,

 

Sorry for the experience you're having with the Stream App. We'd hate to lose you as a customer. I'm more than happy to help get this issue resolved. Can you verify the following information to help identify the cause of this problem?

 

- Device make and model

- Android OS/ iOS (be specific)

- For Android users only – default browser

- App version (found in Settings (gear icon) at the bottom of the page)

 

If available:

- Specific Error Message or Code 

- Last time issue occurred

- Screenshots




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