DVR capacity wrong

I recently moved from Florida to Maryland. When I arrived in Maryland I got new tv boxes. My DVR storage in the new box says it is nearly full but I am only seeing about 20 hours of recordings in my DVR. I’m supposed to have 150 hours of storage capacity. Even accounting for HD recordings I should have more storage available. How do I get my full storage capacity or fix this inaccuracy?

Responses

XfinityAldrik

Official Employee

•

2.1K Messages

2 years ago

Thank you for reaching out to us @user_d849ad! I’d like to take a further look at the equipment on your account and see the current DVR tier you are subscribed to. Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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

See https://comca.st/3KQF8q9 for an example.

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user_2605a4

1 Message

2 years ago

I've recently had the same issue. Except I didn't move. One day my DVR showed at approximately 35% capacity. The next was about 70% as if doubled. It's been that way ever since. Did I lost visiblity to my cloud access? I can see no options on the screen that allow me to change.

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XfinityKatie

Official Employee

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744 Messages

Hello, @user_2605a4 you are asking a great question! In 2021, we did update the way that we calculate DVR storage, so the amount it shows you have may have been different after that. Before this change, the storage meter was based on the physical storage on your DVR, however, as of 2021, the storage meter is now based on the allotted hours of cloud storage. The amount of DVR storage itself didn't change, as you still have access to the same amounts, it's just how the meter is displayed changed a bit.

How long ago did you run into an issue with the percentage changing for your storage? Are you noticing that the recordings on your DVR are also showing in the cloud when you try to view them in the Stream app for example, or are there any missing?

[Edit: Spelling]

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2 years ago

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user_d849ad

DVR capacity wrong

XfinityAldrik

user_2605a4

XfinityKatie

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