verison's profile

Visitor

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6 Messages

Monday, July 18th, 2022 1:18 PM

DVR recording disappearing without being deleted and DVR is at 63%

  The problem I’m having is recordings are disappearing off my DVR without being deleted. They do not show up in the deleted file. First call to Xfinity, the agent was able to read back to me the titles of the missing programs and said she would reinstate them in an hour. She didn’t and the problem continued. Next agent said a Streaming app would solve the problem. It didn’t and the problem continued. I’ll jump to the end where a tech came to the house, the sixth person from Xfinity I’ve dealt with so far. He swapped out the box and immediately I lost 14 more recordings. He assured me the recordings would load shortly. They never did and it's been over a week. So, the problem continues.

  Xfinity can’t offer any solutions so I’m appealing to my fellow customers. If you have had the same or similar problem, I’d be interest to know what you did about it even if you didn’t have a successful outcome.

  At this rate in a few months, I’ll have no recordings left and the problem have will solved itself, so to speak.

Thanks.

skintime

Contributor

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262 Messages

6 months ago

Happens to me all the time and has been happening for years. I have about 80 recordings so sometimes I don't notice but just recently I noticed Woodstock and Godfather II both disappeared and they weren't even close to being my oldest ones. Waited forever for a chance to record Woodstock too, and it disappeared in less than a year. Also a few old fights that I recorded off ESPN not long ago vanished recently. Like I said, it has been happening for years and there have been plenty of threads about it and nothing has been done and I suppose nothing will be done. Part of the deal I guess so we have to live with it.

Visitor

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6 Messages

@skintime

Thanks for the reply. I've come to the same conclusion it's just something I'll have to live with. Xfinity isn’t helpful at all. If their strategy was to bamboozle me until I gave up, it worked.  

Official Employee

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352 Messages

6 months ago

@verison

 

This link https://comca.st/3PIfvdm has great information on how to recover missing recordings, and this link https://comca.st/3aRe79r is helpful in regards storage and how to keep you recordings

 

Visitor

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6 Messages

@XfinityOrlandoM​ Both links not helpful.

Official Employee

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652 Messages

Thank you for letting me know. I can understand the concerns when recordings disappear. I will be happy to take a closer look and see what is going on. Send me private message at your leisure to get started. 

 

To send a "Peer to peer" ("Private") 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

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Official Employee

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352 Messages

6 months ago

@verison

 

This link  https://comca.st/3v4uEhc; has great information on how to recover missing recordings, and this link  https://comca.st/3csYiX1;  is helpful in regards storage and how to keep you recordings

 

 

Visitor

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6 Messages

@XfinityOrlandoM​ Links don't work.

Visitor

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1 Message

3 months ago

I’ve been having the same problem for about 6 months. I finally called xfinity about this earlier today. I customer service rep, told me that I can only record 6 programs in one day. If there are more then 6 programs recorded in one day some will be automatically deleted!

Official Employee

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151 Messages

Were you able to test this information to verify that the DVR recordings will not delete as long as you are recording less than 6 at a time? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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6 Messages

Thanks for the information. That's the first I heard that one. I talked to 7 different reps, including a tech that came to the house and got 7 different answers, all not accurate. My DVR deletes any recordings over a year old, even if they are marked "keep until space is needed" and there is still space available. If you want to keep something for over a year another customer told me if you mark a recording "keep for one year" and then go back in before a year is up and mark it again "keep for one year" you can keep it indefinitely. I'm testing that now but I don't hold out a lot of hope. The thing to remember is you can't trust the reps. For whatever reason they will not give you accurate information. If it is true that by marking the recordings "keep for one year" you can keep a recording than I lost over 30 recordings that I could have saved had I received accurate information from the first rep I spoke to. Don't make the mistake of trusting the information you get from any Xfinity rep. 

Visitor

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6 Messages

@user_83052c​ Just wanted to let you know that marking the recordings as "keep for one year" and then resaving it before the year is up did not work. The bottom line seems to be that recordings are automaticity deleted after one year regardless of how they are marked and how much space is left on your DVR.

Visitor

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1 Message

2 months ago

This has recently twice happened to us where recordings are dissapearing from our DVR which is no where near full capacity so there was no reason for the recordings to suddenly dissapear.  I'm not referring to this as "deleted" because the recordings were not actually deleted, we went to watch them and they were no longer there.  My wife has had some of these recordings for several years but now they are gone and she's not happy and she has several more still on there that she's now worried about losing.  Our HOA community is an Xfnity bulk service customer and I will recommend that we not renew that contract when it's up in 2024 unless this is resolved soon.  Recordings and content should not be removed from your customers DVR without their approval as we are paying for that equipment and services.  Note that our DVR record options are set to "Save - Until Space is needed" so since my DVR is only at 35% full, space was clearly not needed and that is the only reason that a recording sould automatically dissapear from the list of recordings.   Please resolve this bug / issue as soon as possible! 

XfinityJimmy

Official Employee

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419 Messages

Hello @user_505af5, thank you for reaching out to us! We will be happy to help with your DVR recordings. Can you please send our team a direct message with your full name and full address? We look forward to speaking with you! 

 

To send a "Peer to peer" ("Private") 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

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
jim_r1

Contributor

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67 Messages

telling someone to private message you does not help all the rest of us that are following this thread, with the same problem. if you do solve someone's problem that way, please come back here and post how you solved it.

Visitor

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1 Message

1 month ago

My name is Dane [Edited: "Personal Information"]  ( [Edited: "Personal Information"]) I have just experienced missing recordings.

Most of my recorded shows are no longer visible on the TV connected to the X1 box. However, they are all visible when I connect to my account on my laptop (stream).  Please advise.

(edited)

Official Employee

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352 Messages

@user_547666​  This link https://www.xfinity.com/support/articles/x1-recover-a-recording has great information on recovering  recordings

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
skintime

Contributor

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262 Messages

LOL. This does not recover the recordings that just vanish. Come on man

Visitor

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1 Message

29 days ago

Same here….not cool Xfinity….not cool at all!

Official Employee

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503 Messages

Hey there, I am sorry to hear that your recordings have been deleted. Have you tried to recover them by going to this link https://www.xfinity.com/support/articles/x1-recover-a-recording? 

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
Dvrmitch

Contributor

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55 Messages

Another reason CC is not so awesome ......

Visitor

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1 Message

4 days ago

I'm having the exact same problem. Have been reporting this issue for over 2 years, and had the DVR swapped out twice. Shows and movies just disappear (not deleted by me), even though I've never maxed out the storage space. I've had escalated tickets, but I've never had anyone call me back. I call back to check on the ticket, and they have no record of it, too. So frustrating, especially when each time I call Comcast, it's a minimum of a 2-hr call with people who keep going through the same troubleshooting steps, to no avail. Somebody at a higher level needs to get involved to get this issue resolved, as many of us are having the same experience. At least I'm relieved to know I'm not the only one.

skintime

Contributor

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262 Messages

@user_6885f7​ Been happening to me for years, probably over 100 recordings just vanished. There have been dozens of threads about it and nothing has been done. Not supposed to post me-too answers so this will probably be deleted. Don't waste your time calling and doing their lame troubleshooting, I guarantee you it won't work. We just have to live with it I suppose. 

Official Employee

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1K Messages

Hey there, I apologize for the ongoing issues you have been having with your DVR. We would be happy to take a look at the tickets that were submitted to help with getting this issue resolved for you once and for all. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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
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