Frequent Visitor
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8 Messages
DVR Options Under New Pricing Structure
Some context:
I currently have an old "Ultimate Triple Play" bundle, which includes Ultimate TV, DVR Service, Superfast Internet, and Xfinity Voice Unlimited Select. At the time I signed up for this bundle, I upgraded my internet to "Ultrafast" AND added Premium DVR (300 hours total), both for an additional $10/month. I have one X1 DVR (ARRIS XG1v4) and one TV box (ARRIS Xi6). I recently upgraded my home network to support 2.5G and was interested in upgrading to Gigabit Extra. However, given my plan isn't offered anymore, the only way to upgrade is to sign up for a new plan.
I've chatted with multiple agents and even called in. The problem I'm having is understanding the DVR options under the "new bundles". Under my current plan, I pay for two cable boxes and a Premium DVR upgrade.
Under the new plan, Ultimate TV service says it comes with "20 Hours of DVR service". If I want to have my same 300 hours of DVR service, I have to pay for my two cable boxes, $10 for DVR service, and another $10 for Premium DVR service. At least adding the standard DVR service is only way agents have found to quote me Premium DVR service. That means rather than just spending $10/mo to upgrade to GigabitExtra, its another $25+ for the DVR add-ons.
Anyways, here's are my questions:
- If I'm paying for a X1 DVR box, should I have to pay an additional fee for DVR service? According to https://www.xfinity.com/support/articles/x1-dvr-cloud-technology-general-faqs - "You have 150 hours of X1 Cloud DVR storage for each X1 DVR TV Box on your account."
- Would it be cheaper to just add hours to my Cloud DVR rather than adding DVR service for local DVR?
- Is there something I'm misunderstanding?
XfinityVianney
Official Employee
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1.7K Messages
2 years ago
Hi, @bdub8. Thank you for reaching out. You have a lot of great questions, and I'll cover them in order below.
1) If I'm paying for a X1 DVR box, should I have to pay an additional fee for DVR service? According to https://comca.st/3yrCYJD - "You have 150 hours of X1 Cloud DVR storage for each X1 DVR TV Box on your account."
Having the X1 DVR box alone does not give you DVR service or 150 hours of cloud DVR. You would need to pay an additional $10.00 on top of your monthly box rental to get access to the service and the 150 hours covered in that link. It sounds like your original promotion bundled the $10.00 DVR service fee into the plan or it covered the charge as part of the offer. I would need to review the account to be 100% sure, but that is normally the case from what I see. As a result, you only saw the premium DVR service as the add-on. Lastly, you would then pay another $10.00 for the Premium DVR service if you want the extra storage. For example: $8.50 for the DVR equipment, $10.00 for the DVR base, and another $10.00 to upgrade to Premium DVR. Please keep in mind I’m basing this off your information above, but I would need to fully access your plan to give you the most accurate pricing.
2) Would it be cheaper to just add hours to my Cloud DVR rather than adding DVR service for local DVR?
It truly depends on your needs and what your goals are for the home. In some regions, you can get 20 hours of Cloud DVR without needing a DVR. I know you had more hours before, so I’m not sure if this would work for you. We also don’t have an option to add more Cloud DVR hours à la cart, so you would need to the DVR service if you want the extra storage.
3) Is there something I'm misunderstanding?
From what I gather, It does appear you do have an understanding of the pricing.
I ask that you reach out privately, so we can cover the details of your account. This way I can explain the pricing in more detail. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your full name and service address to help us locate your account. Let me know if you have any questions.
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