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About 3 weeks ago my ability to remotely program my DVR has stopped working. I used to be able to do it from the Xfinity web site on my desktop computer and from the Xfinity Remote app on my iPad. Now I get the message "no eligible DVRs" (on website) or "no eligible TVs" on mobile app. I have talked with 2 Xfinity support people on the phone and chatted with 2 others online. None of the suggested solutions have solved my problem. I really appreciate being able to use the remote programming function and would like it restored.
Finally got to a customer services supervisor who actually had some knowledge of the problem. There is a trouble ticket for this issue of DVR Manager not working on either the app or the website. That ticket originated on December 14, 2015. It is number P2-INC0104067. But, obviously, it has no resolution yet. Today's supervisor issued a second trouble ticket. It is number SR-010130982. PLEASE PLEASE PLEASE call Comcast, nicely/firmly request to speak with a supervisor and cite the two above tickets.
It is really important that you ask that another ticket be issued!!!
I went through this process when public xfinity hot spots were introduced several years ago. There was a Comcast software glitch that was erroneously requiring "triple play" subscribers to pay for the hot spot service, which was supposed to be free with their subscription. Mine and several other trouble tickets demonstrated that this was a systemwide problem. The issue was eventually fixed (took about two to three weeks after i first noticed it).
By the way, my DVR is a Motorola MOR200BNR, which is in the most recent generation of Comcast DVRs that is not the newest X1 system. It is NOT one of the DVRs listed on the website as incompatible with DVR manager.
Keep calling and ask for the Escalation team. I had the same problem and got it escalated. It took a couple weeks, but I'm happy to report they stuck with me by phone until it was fixed.
I'm having the exact same issue. Comcast told me they are upgrading the DVR service but also said the upgrading started this week (1/4/2016). S this is obviously wrong. Arrrgggg
I spoke too soon in reply to this (old) thread. The escalation team failed to fix my problem. There was a short period of time when it seemed like all was well, but that didn't last long. I finally swapped all my legacy Motorola DVRs for X1 equipment and that worked for me. Problem not exactly "solved," but at least "remedied."
All of a sudden, I'm having the same problem. My Samsung 5s with xfinity TV Remote worked up until Tuesday or Wednesday this week. It had my 3 different sets and was easy to use. Then, zap, and it now says "No eligible TVs". I uninstalled the app and reinstalled it, didn't help. Went back to the Peel Smart Remote thinking they might be connected, but apparently not.
I spent 45 minutes in a "chat" last night and that tech didn't seem to have a clue about what I was talking about.
Any solutions yet?