U

Visitor

 • 

3 Messages

Sun, Sep 12, 2021 2:41 PM

DVR service no longer available

The home has two boxes:

X1 TV Box (the old receiver replaced 08/2021)

Living Room Serial #: PAQT01784704

 

TV Box (old large size receiver circa 2010 not replaced)

Bedroom DVR 1 Physical hard drive, not cloud DVR service Serial #: M11148TEL304

The DVR service was removed by Xfinity in error, all recordings deleted.  DVR  was restored and shows on the account information but is not working on the receiver.  We unplugged the receiver for 2 minutes then plugged it back in and DVR service is still not working.

We tried the online account reset as well and encountered the following messages:

Status Center

We're having trouble finding a signal

The following message was seen on the account:

X1 TV

Restart TV Box

    DVR 1             Status Unavailable

    Living Room    Issue Detected

 

System Refresh Unavailable

A System Refresh is currently unavailable because your main TV box is offline. Try restarting a single TV box to fix your issue.

We Couldn't Reach Your Box

Any suggestions as to why the DVR service has not been restored to the Bedroom DVR box?

Responses

andyross

Gold Problem Solver

 • 

7K Messages

9 d ago

I didn't know Comcast would allow a mix of X1 and legacy on the same account.

Official Employee

 • 

298 Messages

7 d ago

@user_387683 Hi there! @andyross is right. Normally a mix of X1 and legacy equipment will cause cable issues or just not have the service working at all. What I would suggest is to look into swapping the last of the legacy equipment to see if the recordings can then get back on there. Just to confirm the old recordings are back on the new box? 

Visitor

 • 

3 Messages

7 d ago

Thank you for the information.  A technician will be here tomorrow.

Official Employee

 • 

2.5K Messages

Great to hear! Our team can follow up with you tomorrow to make sure everything went ok. Would that be alright? -MartinB

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

Visitor

 • 

3 Messages

2 d ago

Everything is fine now.  Even though the DVR service was listed on the service request, it was not turned on.  I authorized the addition again and it works.

New to the Community?

Start Here