Visitor
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3 Messages
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?
andyross
Gold Problem Solver
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7.4K Messages
1 y ago
I didn't know Comcast would allow a mix of X1 and legacy on the same account.
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XfinityJodie
Official Employee
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660 Messages
1 y 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?
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user_387683
Visitor
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3 Messages
1 y ago
Thank you for the information. A technician will be here tomorrow.
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user_387683
Visitor
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3 Messages
1 y 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.
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