New Poster
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3 Messages
4k DVR Box
I just ordered replacement 4K boxes, Currently I have a DVR and 2 extra boxes for other TVs. I ended up getting 3 of the wireless boxes. I haven't installed them yet as they state they use the on-line storage for recording. When I check the on-line storage via a computer or phone I only have recordings from the past 4 months. This is not acceptable for how we use our DVR. We even pay an extra $10 a month for additional storage. If all of our recordings are not going to be available, we would like to just return these boxes.
Please let me know how to proceed?
XfinityAirelle
Official Employee
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3.3K Messages
18 hours ago
Hi there! We can certainly understand your concern, especially if you've accumulated recordings over a long period of time and rely on your DVR library.
Before making any changes, we'd like to better understand what you're seeing. When you check your recordings through the Xfinity Stream app or website, are you only seeing recordings from the last four months, or are older recordings completely missing?
Also, can you confirm whether your current DVR is still active and connected? In many cases, recordings are stored differently depending on the equipment and account configuration, so we'd want to verify exactly what content is available before advising you to activate or return the new boxes.
We definitely understand not wanting to move forward if it means losing access to recordings that are important to you. Let us know a little more about what you're seeing, and we'll be happy to help determine the best path forward. 😊
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