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Adulwulf77
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2 Messages

Saturday, November 25th, 2023 5:19 PM

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Ordered PPV event and it didn't record

I bought the AEW Full Gear PPV yesterday to "order and record" and it did not record. I tuned into the PPV 2 minutes before it began to make sure that I didn't miss anything. I noticed that it was not recording and tried pressing record but got a message that I "must have a subscription to the channel in order to record". This has happened before but the recording had appeared after the PPV was over. I hoped that this would happen again because I was only able to watch the first hour due to a family event. When I came back later, the recording was not there. Is there a way for this PPV to be added to my DVR? If not, please refund my purchase.

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6 months ago

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XfinityBenjaminM

Official Employee

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1.7K Messages

1 year ago

@Adulwulf77 Hello! Thank you for reaching out to us here on our Community Forum. Just to clarify, the recording does not appear in your list of recorded content when you try and access it on your DVR? If you are trying to access the recording on the Streaming App, with PPV content it will only be available on your actual DVR.

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Adulwulf77

2 Messages

Correct, the recording never showed up on my DVR. I never tried to access it through the streaming app. I ordered it a 2nd time and also chose the "order and record" option but was able to watch the replay "live" all the way through. However, the 2nd order did not show up in my DVR either. If I can just be charged for one purchase it would be appreciated as I was never able to watch the initial purchase. This is also not the first time that I have had this issue with an AEW PPV. Is there a possible reason why this continues to happen? Thank you.

1 year ago

0

XfinityVianney

Official Employee

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1.8K Messages

@Adulwulf77 I have seen others report this with AEW on forums, but It hasn't been listed as an official known issue. It's likely there is a small communication hiccup. While checking the details of the transactions, I only see it listed once. It can take 24-48 hours to fully populate, so I'll circle back tomorrow. If we can confirm the double purchase on the bill, I can help get this resolved.

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1 year ago

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user_sfjikm

1 Message

1 year ago

Same issue, for me tonight, with AEW worlds end.... I ordered and headed to work, hoping it would be recorded when I got home, but nothing and it wouldn't allow me to manually record it 😞 so I paid 50$ for nothing I can watch. 

(edited)

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XfinityBillie

Official Employee

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2.9K Messages

@user_sfjikm Thank you for taking the time to reach out to us here on our Xfinity Forums! Just to confirm, have your tried viewing the recorded event from the DVR box itself? Rest assured that we are here to help.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

0

user_2a4kv6

1 Message

8 months ago

Same thing with me. Ordered Dynasty and  Can't record it. Why hasn't this issue been fixed yet??

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XfinityJanelle

Official Employee

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1.3K Messages

@user_2a4kv6 Thank you for reaching out on the Xfinity Community Forums. Do you currently subscribe to our X1 DVR service or our X1 Cloud DVR Lite service? A little background on the DVR types, Our full fledge X1 DVR service comes with 150 hours of DVR recording and our X1 Cloud DVR Lite is 20 hours of cloud recording and usually included for no additional charge in your Xfinity Video subscription. Do you by chance know which one you are subscribed to? 

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8 months ago

0

Luzan8

Visitor

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1 Message

we have a similar issue at the moment watching ppv dazn at the moment.  we have 20 hrs of DVR service, but it's not recording

7 months ago

0

XfinityKei

Official Employee

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1.2K Messages

Hello @Luzan8 Thanks for bringing this to our attention. We are happy to help with your DVR concerns. Does this happen with all your recordings or just this one PPV? I have a link that goes into how to record PPV events https://www.xfinity.com/support/articles/x1-ordering-a-pay-per-view-event. What date did this happen?

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We ask that you post publicly so people with similar questions may benefit from the conversation.
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7 months ago

0

user_cvipc1

1 Message

6 months ago

Same! Purchased and recorded the boxing match last night and no recording. 

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XfinityAmandaB

Official Employee

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1.7K Messages

 

user_cvipc1 Thank you so much for letting us know your event did not record. To be sure how are you checking for the recording? If you are trying to access the recording using the stream app it may only be available on the physical DVR. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 months ago

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