Visitor
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6 Messages
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.
XfinityAirelle
Official Employee
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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
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