Visitor
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1 Message
NOW TV 20-Hour DVR Removed From My Account — Told I Must Upgrade
I have had Xfinity 1 Gig Internet with NOW TV and the included 20 hours of cloud DVR for approximately 18 months. My DVR service stopped working on August 23, 2026.
An Xfinity field technician reviewed my account and told me that my package had been changed to a basic service package. I did not request or authorize a change that removed my NOW TV DVR service.
I have since been told that my only option to regain DVR service is to upgrade to a more expensive television package. I do not want an upgrade. I want the service I had restored.
Xfinity’s current NOW TV information states that NOW TV is available to Xfinity Internet customers and includes 20 hours of cloud DVR. That is exactly the service I had.
I request that Xfinity Support review my account history, determine when and why my service package changed, and restore my NOW TV service with the included 20-hour DVR while keeping my 1 Gig Internet service.
Please have an Xfinity Support representative contact me so I can provide my account information privately.
XfinityJamesC
Official Employee
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3.1K Messages
1 hour ago
Greetings, @user_6da495! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your cloud DVR, but you have definitely come to the right place for assistance.
As long as you are still subscribed to NOW TV, you should still have the 20 hours of cloud DVR service (https://www.xfinity.com/nowtv), which is one of the best features of this service, in my opinion. Now TV has always been a flat $20.00 per month, so if something happened to your NOW TV subscription, we should be able to restore it without any issues, changes, or additional fees.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” (speech bubble) icon in the top-right corner of the screen, then the "Start new conversation" (pencil and paper) icon. In the section, type or select "Xfinity Support" and type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session. You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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