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HMPI
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Monday, August 11th, 2025 8:25 PM

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New Box

We just got Disney and the screen said that we needed to order a new box, which we have done.  It also said that our DVR saves might not transfer.  If that is the case and we switch back to the old box (returning the new one), will the DVR saves still be on the old box?

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8 months ago

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EG

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117.1K Messages

8 months ago

The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityPaula

Official Employee

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2K Messages

8 months ago

Hello HMPI! Thanks so much for reaching out to us for help with the DVR devices on our Xfinity forums. I'm excited that you have Disney now! They have some of our favorite programs for our family. 

Did you return the old DVR already? If so, you might not get the recordings back, if they were stored locally on the DVR. Depending on the DVR model it may have stored the recordings internally. However, if the recordings were stored on the cloud, you would still be able to access them with the new DVR. Do you have the new DVR in place yet? 

One way to know if the recordings are on the cloud is with the Xfinity Stream app. You can access the app and check recordings, all cloud recorded content would show available to view there in the Xfinity stream app. 

@EG Thank you for moving the post over to the correct support area! 

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HMPI

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6 Messages

I got the box and set it up.  The recordings are listed, but when I click on one it appears to just be searching for it.  I am guessing that I need to return the new box.

8 months ago

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XfinityDemitrius

Official Employee

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2.5K Messages

Hey @HMPI. Thank you for visiting our official Xfinity Forums Community support page. Depending on the location of the recordings, some may not be transferred. If the recordings are stored locally and not on the cloud, the recordings would be limited to that device. If you have our X1 Cloud DVR service, the recordings should be viewable from the cloud. Do you know if you have access to the recordings when using the Xfinity Stream app or web portal?

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8 months ago

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HMPI

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I can access them through my computer.  I'll be returning the new box, as there does not appear to be a way to transfer the recordings to the cloud.

8 months ago

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XfinityDemitrius

Official Employee

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2.5K Messages

No worries @HMPI. If on the cloud, the set-top box should be able to see the recordings. Be sure that no filters are set on the menu when attempting to view the recordings. Please be sure to obtain a return receipt for your documentation when returning the equipment. Would there happen to be anything more we could assist you with this evening? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

8 months ago

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