Visitor
•
1 Message
DVR features and billing
I have a question that that should be very simple to answer, but despite repeated discussions over the phone and searches in the Xfinity website and on the web, have not been able to get this resolved. Because my “TV boxes will no longer allow you to access Xfinity On Demand” I recently received an X1 system that included a PX013ANM and two XiD-C boxes. And, despite being assured that there would be no additional cost, had a cost increase. My billing included the three boxes (no change from before the X1) plus an additional “Premium DVR Service” monthly fee. There was no such additional fee in my prior billing.
I have been unable to determine what this premium DVR fee is for and have been unable to determine what DVR storage capabilities I have (with and without the premium dvr service). Previously I was able to store about 200 to 300 hours of video on the old Comcast cable box DCX3400/A385/000/320, and over the years accumulated various movies and programs that I could not find elsewhere. My questions are:
Does the X1 box use on-board storage and/or cloud storage.
How many hours of video can I store on-board and how many hours in the cloud?
Do I have any control where recordings are stored?
Is there any limit to how long recordings can be stored? I’ve seen some mention of a 1 year limit, but it is not clear.
Do I need the Premium DVR service? What is it providing? More recording hours? Longer retention times? Other features?
Since there was not supposed to be any increase in cost, can you help me have this fee removed?
Is there any way of downloading the recordings from the DCX3400? Can they be downloaded through the USB port?
This “upgrade” that I did not even want, has caused hours of frustration. Any help in providing the information and getting this resolved would be greatly appreciated.
CCXanadu
Retired Employee
•
300 Messages
2 years ago
Thanks for reaching out to our Community to review this! In order to review the specifics behind the billing questions, we'd have to navigate over to a Direct Chat Message, but more on that later.
1., 2., 3. The X1 box does in fact use both on-board and cloud storage! Some channels on X1 will only record programming in the cloud and be accessible on your X1 DVR. We don't have an indication of where the storage will be when setting the recording or the ability to navigate which storage is to be used as some settings are managed by the broadcaster. Cloud recordings will initially differ from what's on your local hard drive. Any new recordings will be reflected similarly on both the cloud and TV Box.
4. Keep Your Recordings: You can keep your recordings for up to one year, but you may need to erase some recorded programs from time to time in order to make room for new ones. Choose Record Options, Modify Recording (if it's a series, you’ll also have the option to modify just the episode or the series), then save For 1 Year.
5. Premium DVR service is what enables additional Cloud storage. In order to review the specifics of the tier that you have on your account and how many hours are included with your service and then added with the Premium DVR service we'd have to be in your account to do so. But this can be confirmed!
6. We can look into the costs and pricing together in that DM, but costs for upgrades like additional hours and equipment rental fees cannot be waived.
7. Recordings can only be downloaded from the Xfinity Stream app, not directly from the equipment.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
0
0