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

@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.  

@XfinityOrlandoM​ Both links not helpful.

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

@XfinityOrlandoM​ Links don't work.

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? 

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. 

@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.

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

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.

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

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

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? 

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

@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. 

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. 

@Dennisnlaurie​ Been happening to years. I recorded the 4 part espn 30for30 doc on the '86 NY Mets and they vanished one by one. All gone how. Same with Ken Burns 4 part doc. on Muhammad Ali on PBS. All 4 disappeared one by one. My theory is if you record something that is on-demand, if it leaves on-demand you lose your recording. Have lost at least 100 recordings over the last few years. We have made how many threads about it? All we get are useless, laughable posts from comcast employees saying send me a private message or some such drivel. It stinks, but nothing is ever going to change so I would advise to enjoy your recordings while you have them because they could be gone tomorrow

@skintime​ yes, I think we’ve discussed this in the past too. That has also been my theory, however this most recent deletion doesn’t quite fit. The whole series is currently only available on AMC+, which I don’t have. I don’t know when or if it was available by everyone On Demand. So if the theory was true all of my remaining episodes should have been deleted, not just one. I’d really like one or many of their programmers to take a look at the software code for all instances of deleting recordings and figure it out. 

@Dennisnlaurie

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Message" 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”

Thanks for the offer but I’ve done this before and none of the suggestions are of any help. If there is a way you can open a ticket with your software team to investigate all instances where Xfinity would automatically delete dvr recordings other than when the dvr percentage has reached its maximum capacity, that is what we are all looking for. If there are legitimate reasons, just tell us what they are. If it’s a bug in the software, just let us know and please fix it. Without someone looking into the software code and giving us these answers, these posts and comments will continue. There is clearly a problem systemwide and looking at an individual’s account has not come up with any solutions so please look into the software on your end. Thank you. 

@skintime Hello and good morning, and thank you for reaching out here over our Xfinity Community Forums. I am so sorry to hear that these recordings are being deleted unexpectedly, that would definitely be frustrating. You have reached the right place, and I would be more than happy to help. I know we had posted some links earlier in this thread that were broken. Are you able to try this link to see if you can recover the lost recordings https://www.xfinity.com/support/articles/x1-recover-a-recording? -Christopher

@verison​ I have recording well over a year old. I have ones vanish that aren't a year old. There seems to be no rhyme or reason to it. Don't waste your time calling or messaging these guys, it is a waste of your time. This has been happening for YEARS and nothing has been done.