6 Messages

Wednesday, December 7th, 2022 7:00 PM


Missing movie library after move

I moved from VA to NJ over the summer and transferred my Xfinity service.  I had been a loyal Xfinity customer for at least a decade in VA -TV, Internet, and now mobile.  I followed the online steps to transfer service to my new address.  One of the reasons I stayed with Xfinity was that I had inquired whether or not all of my purchased content would transfer to my new location.  I was assured over a chat with Xfinity customer service that my content would move over.  My new house in NJ was already wired for FIOS and that would have been the easier option but I stayed with Xfinity.  Fast forward months later to today and my years worth of a movie collection is still gone.  Multiple calls to Xfinity customer service have not resolved the issue and hundreds of dollars, if not thousands, in movie purchases have disappeared.  Please advise on how this can get rectified.    

Official Employee


1.5K Messages

1 year ago

Hi there! Thanks for taking the time to reach out to us. Usually when you transfer service, you will need to sync the new DVR. You can do so by following the instructions below: 


1. Press the Xfinity button on your remote

2. Press on device settings 

3. scroll all the way to the bottom and select Sync DVR 


Can you give this a try and let us know if it worked? -Airelle 




6 Messages

@XfinityAirelle​ Hello, that did not work.  If I recall in my chat before my move, the agent said my content had to be ported from my old account to my new.  Before moving I returned my existing equipment (per Xfinity's instructions) and I received new equipment at my new location.  Since then, none of my previously purchased content has been available to me.    

Problem Solver


577 Messages

@Westfield-user Hello and thank you for reaching back out. I am so sorry to hear that did not work for you, and I would be more than happy to help in getting to the bottom of this, so you can again view your previous purchases. To get started, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

I no longer work for Comcast. 

forum icon

New to the Community?

Start Here