For the past 4 weeks or more I have lost 16 DVR recordings and so far Xfinity has done nothing about it. All I can tell you is it's not your equipment but a "back office" issue that is effecting many customers who have the same problem. Recordings are being deleted. No amount of troubleshooting on your end will make any difference. I have a ticket number on this problem with the "executive" care team and they stopped follow up calls to me over a week ago. Clearly something is up but they aren't saying.
Hi, @user_6de8be. We really appreciate you taking the time to reach out to us via our Forums Page. I definitely understand how something like this would be frustrating. Please rest assured that we will do all that we can to help you get those recordings back. I see where you stated that you already did everything you were told to do. With that said, were you able to verify if you were able to access the recordings on the Xfinity Stream app? If not, please follow these instructions and let me know if you're were able to gain access to those recordings. We appreciate your time and we look forward to your update!
the 16 lost recordings are not available on the stream app. The "back office" tech team told me they are unable to restore them. Every few nights during the system refresh I lose more recordings and many other customers are having the same issue. Clearly your "back office" isn't interested in fixing the glitch in your system. Their only solution is get a new box which won't solve the problem.
the first couple weeks of january 2022 i had 90 recordings that used 50% of the dvr storage space. i have 1 dvr and 4 reg. boxes. at first they were gone from one tv. now all boxes have the remaining 40 recordings. the dvr storage space did not go down when the 50 recordings disappeared. what is happening when a recording reaches the one year since you recorded it. when the 50 recordings disappeared the last one on the recording list was recorded 3/25/21. on 3/37/22 that one disappeared. they show one interest in fixing the problem, they well they are not there so there is nothing i can do. the last one under recordings was recorded 4/6/21. so i am watching it today because it will be gone tomorrow.
Hello, @user_a8453d You can keep your recordings for up to one year, but you may need to erase some recorded programs from time to time in order to make room for new ones. You can change the recording option to For 1 Year if you want to be able to watch them over and over again. Choose Record Options, Modify Recording (if it's a series, you’ll also have the option to modify just the episode or the series), then save For 1 Year.
Hello, @user_8782d8! Thanks for reaching out to us on the forums! When the DVR storage is starting to run out of space, it will start to delete the oldest recordings first. You do have the option to so save the recordings for up to one year. You can find more information here: X1 DVR Services Overview. Please let us know if you have any further questions!
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.
My "scheduled" recordings on both my DVR box and my online streaming account are now blank! I should have dozens of records scheduled. Nothing has recorded in the past couple days. My "Saved" recordings is only 51% full so there is plenty of room for new recordings...but nothing is recording. Support is not helpful as I am just in an automated loop. Rebooting the DVR box did not help either.
Again nothing you do in terms of refresh or reboot will work. Comcast is ignoring the ongoing problem with their DVR service. I have now lost a total of 19 recordings and sometimes I am able to schedule a new recording successfully and sometimes not. I wish I had better news for you. I can give you the phone number of their "executive" care team and they actually answer the phone. Tell them your problem and maybe they will assign a rep to deal with you. But have to tell you so far they aren't fixing anything and they will end up telling you to get a new DVR box. Try 866-642-4868 and speak to anyone.
user_c8b21c
Contributor
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49 Messages
3 years ago
For the past 4 weeks or more I have lost 16 DVR recordings and so far Xfinity has done nothing about it. All I can tell you is it's not your equipment but a "back office" issue that is effecting many customers who have the same problem. Recordings are being deleted. No amount of troubleshooting on your end will make any difference. I have a ticket number on this problem with the "executive" care team and they stopped follow up calls to me over a week ago. Clearly something is up but they aren't saying.
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CCLuis
Problem Solver
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493 Messages
3 years ago
Hi, @user_6de8be. We really appreciate you taking the time to reach out to us via our Forums Page. I definitely understand how something like this would be frustrating. Please rest assured that we will do all that we can to help you get those recordings back. I see where you stated that you already did everything you were told to do. With that said, were you able to verify if you were able to access the recordings on the Xfinity Stream app? If not, please follow these instructions and let me know if you're were able to gain access to those recordings. We appreciate your time and we look forward to your update!
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user_8782d8
Visitor
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1 Message
3 years ago
Why are my saved recordings disappearing? Are you only allowed to save them for so long?
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user_ad80c2
Visitor
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2 Messages
3 years ago
My "scheduled" recordings on both my DVR box and my online streaming account are now blank! I should have dozens of records scheduled. Nothing has recorded in the past couple days. My "Saved" recordings is only 51% full so there is plenty of room for new recordings...but nothing is recording. Support is not helpful as I am just in an automated loop. Rebooting the DVR box did not help either.
2
user_c8b21c
Contributor
•
49 Messages
3 years ago
Again nothing you do in terms of refresh or reboot will work. Comcast is ignoring the ongoing problem with their DVR service. I have now lost a total of 19 recordings and sometimes I am able to schedule a new recording successfully and sometimes not. I wish I had better news for you. I can give you the phone number of their "executive" care team and they actually answer the phone. Tell them your problem and maybe they will assign a rep to deal with you. But have to tell you so far they aren't fixing anything and they will end up telling you to get a new DVR box. Try 866-642-4868 and speak to anyone.
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