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user_tiqzuy
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2 Messages

Sunday, February 1st, 2026 8:59 PM

DVR equipment service

My DVR has been blacking out pretty much every day. When I go on the app to fix it, the AI always reboots it, and then it works for another day. So I tried to talk to a representative about getting it fixed or replaced, and, to be truthful, I’d rather talk with AI. They were no help at all. Very frustrating. They said I’d have to wait eight days for a service person. They can’t just send out a new DVR and let me replace it for some reason. It’s their equipment. I’ve paid a equipment fee for the last 10 years you would think they could do a little better. Being a Diamond member. which I am doesn’t mean anything. In the scheme of things, you think they would at least try to help you out a little bit. I thought I was a very valuable and loyal customer, but apparently not. might be time to start looking for another service!!!!!

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3 hours ago

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XfinityQue

Official Employee

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495 Messages

1 month ago

 

user_tiqzuy, hello there and thanks for reaching out. I want to thank you first as well for your time here with Comcast/Xfinity. Our goal is to create well experiences and to cater to our customers. While I do understand your frustrations, AI is there to help when no one else can. We serve many millions of customers and it would certainly be amazing if we had many millions of employees to match our customer base. Waiting 8 days does seem like a bit, however, there are many factors (new installs, current customer troubleshooting, available technicians to service jobs.. etc) to include. Being a Diamond member has many benefits, I've seen them and all the customers I've worked with in that category maximize their opportunities. 
 
Just to give some breathing room here, you have other options such as swapping your current TV box out at your local Xfinity Retail store for free - you also can have us ship you a new box, however, you will still need to return your current TV box to your nearest local store. If you'd like me to ship you one, I can assist with doing so as well. If the earliest technician available is in 8 days, that would be the earliest I am able to schedule someone for you. 

 

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user_epsm4o

Visitor

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1 Message

@XfinityQue​ our DVR service is down, cannot record and all scheduled recordings are gone. The Xfinity assistant does not help

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3 hours ago

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XfinityEricB

Official Employee

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3.1K Messages

 

user_epsm4o Did you recently make any changes to the account that removed the "DVR" service from the account by chance? That would turn it off if a repackage didn't include the service when swapped. Happy to take a closer look as well into the account if needed. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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3 hours ago

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