U

Visitor

 • 

6 Messages

Thu, Aug 4, 2022 8:43 PM

Recordings diappeared

Most of my saved tv recordings have disappeared and Xfinity tells me that they cannot be recovered.  I am very disappointed.

Official Employee

 • 

731 Messages

4 months ago

Hi there, @user_98e4d8, thank you for taking the time to reach out to us through our Xfinity Forums. My family and I often record series we enjoy watching together so we can watch them when everyone is available. I am sad to hear you are experiencing an issue with missing recordings. Are any of the recordings in your deleted folder? 

Visitor

 • 

6 Messages

@XfinityValerie​  No.  I did not delete the recordings.  They simply disappeared.  My box was replaced by an Xfinity technician a week or so before it happened.  He had assured me that my recordings were stored in the cloud and would not be lost.  A week later, all but the latest 30 recordings were gone.

XfinityJay

Official Employee

 • 

515 Messages

Thanks for getting back to us, @user_98e4d8. Let's take another look at your account to see if we can recover them. 

 

To send a direct message [private message]:

  •    Click "Sign In" if necessary
  •    Click the "Direct Message" icon or https://comca.st/3P6rosO
  •    Click the "New message" (pencil and paper) icon
  •    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •    - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •    - An "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 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

 • 

6 Messages

@XfinityJay​ I sent a message. 

XfinityJay

Official Employee

 • 

515 Messages

Thank you! We received your DM and are awaiting your reply.  

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

 • 

6 Messages

Is someone going to look into my issue?

Visitor

 • 

6 Messages

4 months ago

The Support Team responded to my request, but unfortunately could not recover the missing recordings.  

Harry3667

Contributor

 • 

184 Messages

@user_98e4d8​  Very sorry to hear that.  Did they say why they couldn't recover them, if they're supposedly stored in a "cloud", as promised by a tech?

Visitor

 • 

6 Messages

@Harry3667​  Although the technician indicated that the recordings were stored in the cloud, apparently they disappeared when the cable box was changed.  Rebooting the system, making sure everything was in sync, etc. did not resolve the issue.  Several members of the Support Team tried to help, but the recordings were not recovered.  

Harry3667

Contributor

 • 

184 Messages

@user_98e4d8​  In case this should ever happen to others, it was good of you to add the details you did. One tech or customer service rep tells you one thing, another tells you another. Would be nice if things were consistent. Thanks for sharing your experience -- others will benefit.

Visitor

 • 

5 Messages

4 days ago

I have the same problem but in spades.  Not only do recordings disappear, but some that I’ve already watched and deleted reappear.  (Perhaps this latter problem is connected with the sudden promotion, at the end of recordings, to “update DVR plan”?). Anyhow, programs disappear and reappear every day.  For this I pay $200?   I guess that I can set up my new smart TV so I don’t need Comcast at all.

XfinityLinda

Official Employee

 • 

469 Messages

Hello, @user_15854f! Thank you for your feedback. We are happy to look into this for you. Since this is a 3-month-old thread, we ask for you to please create a new post, so we may assist there. Thank you!  

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
forum icon

New to the Community?

Start Here