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user_4ae124
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Wednesday, October 20th, 2021 11:18 AM

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DVR deleting programs for no reason

I just noticed Xfinity deleted many older programs from my DVR which says it's at below 50% capacity. The programs were set to be kept until space is needed. This isn't the first time this has happened. Why were the shows deleted and how do I get them back? I pay for DVR service each month, but can't trust that my recordings are being saved!!

Question

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Updated 

3 years ago

2.8K

5

CCValerie

Official Employee

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974 Messages

4 years ago

Hello, @user_4ae124, thank you for taking the time to create this post and bring this to our attention. I love being able to go back and catch up on my favorite shows when its convenient for me. I know I would be pretty upset if I missed a show cause it was deleted. If the upcoming records will cause a spacing issues, the older shows do get deleted. Have you checked the recently deleted folders for those shows? Here is a link to help find that area: https://comca.st/3m42IFZ;

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user_a14391

Visitor

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5 Messages

@XfinityValerie (This is @user_4ae124) There were several hours of programming deleted all at once, and none of the programs appeared in the recently deleted folder. I checked that folder as soon as it happened.

As I mentioned, our DVR was less than 50% full. xfinity charges us each month for unreliable DVR service. I don't appreciate xfinity failing to take responsibility for the problem and attempting to blame user error. We are now considering just purchasing our own (non-xfinity) DVR equipment so that we can manage the saving and deleting of programs ourselves.

4 years ago

0

as3qra

Regular Visitor

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6 Messages

4 years ago

I had a similar situation this past weekend. I went to the Xfinity store and exchanged my old X1 box (boot and nav problems/slowness) for a new one. When I got home and set up the new box, all recordings over a year old were gone. I went back to the store and was told there was nothing they could do there, they just exchanged back the old box. When I turned on the old box everything was there. How can I get the old recordings to the cloud so that I can get new equipment?

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user_a14391

Visitor

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5 Messages

@as3qra  Yes, xfinity doesn't specifically tell you that if you switch DVR boxes, you will automatically lose most of your recordings, because most of them are not actually saved in the cloud. That's why we've kept our same old DVR for a few years instead of upgrading. xfinity is so unhelpful.

4 years ago

0

CCMacey

Gold Problem Solver

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541 Messages

Good morning, @as3qra, and thank you for reaching out with your DVR concerns. I completely understand how frustrating it can be to lose recordings, no matter the reason! There are a few common reasons it can happen: 1) Age of the recording 2) Availability of content 3) Change of equipment.

 

Recordings stored in the Cloud will transfer when you change your equipment, but for recordings stored on the hard drive of your older box, there is not a way to transfer them over. As I mentioned, I know how frustrating that can be- I've lost several older movies that don't air very often when I had to change out my DVR. It's one of the reasons I'm glad we've moved to the Cloud storage system for our newer X1 devices!

I no longer work for Comcast

4 years ago

0

user_f0a135

Visitor

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6 Messages

3 years ago

This is happening to me, too, starting around this same time frame. Can't get help to stop it at all.

1

0

XfinityLinda

Official Employee

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1.8K Messages

Hello, @user_f0a135! Thank you for reaching out here on our forums! We are happy to help with the DVR issues. Since this is a 3-month-old thread, we ask for you to please create a new thread 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

3 years ago

0

user_e5e18a

Visitor

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1 Message

3 years ago

I have this same problem. It started when we installed a new DVR. I have had it for 2 months. It deletes saved shows without me asking and the DVR is less than 50% full. THIS IS NOT A CASE WHERE THE SHOWS WERE LOST BECAUSE I SWITCHED DVRs.  Please help.  

5

user_a14391

Visitor

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5 Messages

Xfinity won't take responsibility and fix, or even admit that this is a problem. So the solution is either to purchase your own DVR (rather than renting from Xfinity) or make sure the DVR never goes over 45% full. 

3 years ago

CCAshley1

Official Employee

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746 Messages

Hi, thank you for reaching out to us on Xfinity Forums. I understand you are having issues with your DVR. I apologize for the inconvenience. How long does the program stay on the DVR before it is deleted? Is it a specific show that keeps deleting?

I no longer work for Comcast.

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

3 years ago

0

user_f0a135

Visitor

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6 Messages

News flash, apparently we can only keep recordings for one year. Period. No matter what settings you use, the recordings will only stay for a year. If you want to keep something, I guess you have to purchase a real DVR or find it online, etc..

3 years ago

0

user_493ee7

Visitor

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1 Message

Same experience as everyone else here.  Comcast could fix this but they don't because they don't care at all.  I think I would rather starve than have my soul corrupted by working for them.

3 years ago

0

CCKorie

Problem Solver

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1.1K Messages

I can imagine the frustration you are having @user_493ee7. We'd be happy to help look into this for you. Please send us a PM with your name and address to begin. 

 

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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 no longer work for Comcast.

3 years ago

0

Antoinette333

Visitor

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1 Message

3 years ago

So that's it? All my favorite movies just delete after a year and F your life basically? GOT IT.

3

CCLuis

Problem Solver

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493 Messages

Hi, @Antoinette333. Thank you for taking the time to reach out to us. Are you experiencing any issues with your DVR at the moment? 

I no longer work for Comcast

3 years ago

0

user_9f9182

Visitor

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1 Message

This has happened to me too! It’s so frustrating when you pay for stuff and it gets deleted by you when I have it marked for save for a year. Fix this problem!! We pay for this service!! This company is going downhill. Will consider switching to Verizon

3 years ago

0

CCAshley1

Official Employee

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746 Messages

Thank you for reaching out to Xfinity Forums. I understand you are having DVR issues. When programs delete the issue can be from memory capacity, availability from the Network and swapping new equipment. Can you recall the program that was removed? 

I no longer work for Comcast.

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

3 years ago

0

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