Visitor
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6 Messages
DVR Recordings Being Deleted Since November 2021
Having same issue as a lot of folks here -- lost 1/2 my recordings that I did not delete and are not in the trash. Plenty of available space on DVR, and had even expanded it. Have replaced box twice and still can't get a response. More recordings disappeared overnight - one that I just started watching yesterday! No errors showing up anywhere. I've escalated this multiple times and no help. I hope someone reviewing this forum can help me as I can't keep losing recordings that can never be re-recorded or shown again. Any help appreciated - thanks!
Smokerz
New Poster
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6 Messages
3 years ago
I have the same issue but I'm using the older Motorola set top box. Over the past 1.5 years without Comcast help of which I've asked and wasted more time than I want to discuss. I've learned to live with the issue. What I do whenever Im watching a recording , is any action I want to apply such as stop I leave entirely then come back in and delete then leave and come back in to do some other action. Since I've started this months ago I'm not losing my recordings. Before this 'find' I would unplug the set top box to get all my recordings back BUT they would be deleted at some future time because I did not follow my new routine. What this shows me is the original problem is a Comcast programmers screw up.
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CCTambrey
Gold Problem Solver
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3.4K Messages
3 years ago
Hello @user_f0a135 and @Smokerz !
Thanks so much for reaching out to us here for support with your DVR.
There can be a variety of reasons why a recording may go missing or get deleted. Things like a corrupt recording or not having enough space on the DVR can cause these problems. I'd love to take a closer look at the recording data for each of you and see what can be done to fix this issue for you going into the future! :)
Please send us a Direct Message with your first and last name as well as your service address so we can assist.
To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.
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user_83ccd6
Visitor
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1 Message
3 years ago
Im having the same issue and no one will help paying for a service that I can't use? I have all so heard of many customers with the same issue and can't find a resole?????
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user_c8b21c
Contributor
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49 Messages
3 years ago
No amount of peer to peer chat or any input from the "Xfinity Support" team will help anyone regarding the issue of DVR recordings disappearing. It's not an equipment problem but a problem at the "back office" and they aren't doing anything about it. I have lost another 2 last night to now total 21 recordings deleted by comcast. All selected on a random basis...not by date or age or alpha. I have plenty of recording capacity left so that's not the issue either. I have been working with their "executive" support team for over a month and they can't figure it out either. I know somebody knows how to fix this issue but they aren't saying.
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Smokerz
New Poster
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6 Messages
3 years ago
I'm not saying that I have the fix. I'm saying that I figured out how to not have the problem most of the time. No Comcast support helped and no Comcast support even came close to helping other than switch to the newer set top box which I definitely think is inferior to the old style.
I'll try to explain what I do now. I have not 'lost' any recordings for months. Have not been frustrated by turning on the TV for months. Before it was frustrating to deal with it. Pull the power cord and most likely the recordings come back but soon to be gone again.
So I took the thought process of the set top box is no different than a computer or a router. Comcast people or support people most likely program the software for the set top box. So bugs and inefficiencies are definitely going to happen. So I switched my focus to that section of the programming which I thought would be suspect. That being the white button to get to MY DVR. So here an example of what I now do. Say I'm watching a recording and I lose interest and select STOP button. THIS IS ALL I'M GOING TO DO within My DVR. My rule is one step at a time. So next select the EXIT button. Then back into MY DVR and I'll then select the delete button and delete that recording. Then select the EXIT button. IN and Out is hugely important.
Another example; say I'm watching a recording. Its close to the ending. I'll select the red HELP button multiple times (I set it up over Internet search to do so) to get to the ending quicker. Then once there I'll WAIT the few seconds then select "do not delete" if you delete eventually you'll get the vanished recordings. Then select white EXIT button. Remember IN and out. Then back in to My DVR and delete that recoding then EXIT out. Then if you want go back in to My DVR.
Since I started this about 85% of the entire problem is gone. All I have remaining is my TV will show a blue screen BUT I can get around that also.
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MissBrensLaw
Visitor
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11 Messages
3 years ago
It just keeps happening, and I'm losing my patience w/this! I had already wiped out my entire DVR because of so many deleting issues. Even escalated the issue. No call back. Not one, and BAM! It happens again last night. We are paying a lot for this service. [Edited: "Solicitation"]
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user_c8b21c
Contributor
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49 Messages
3 years ago
I lost yet another last night so now a total of 22 recordings deleted by comcast. They are slowly going thru my entire recording list and nobody is doing anything about it. They keep telling me to get a new DVR and swap out the old one. If I do that then I lose all my recordings and have to start all over again. What's the point of paying for DVR service when they keep deleting your stuff? The customer service on this issue is non existent and I've spent hours trying to get somebody to fix this.
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user_49c0fd
Visitor
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6 Messages
3 years ago
This has become so frustrating! I posted regarding losing over half of my movie DVR starting a couple of months ago. I was told on three different occasions that they were looking into my problems and someone would call me back. They never did! so my last attempt, this past Thursday, I called Xfinity again asking where all my movie recordings were. Probably lost 25 movies at that time. They performed a reset, and after that, my DVR receiver did not work any longer. So they sent out a tech person to my home to replace my DVR receiver. Once they did that, I lost the remainder of my movie recordings except for 8 movies. So I went from roughly 50 movies....to 26 movies....and now I have 8. My DVR has NEVER been more that 35% full.....and NONE of my movies were set to delete after a certain time period. You can't imagine how [Edited for violating forum guidelines: “Profane language"] I am now!!! What [Edited for violating forum guidelines: “Profane language"] is going on Xfinity???
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user_49c0fd
Visitor
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6 Messages
3 years ago
I can't tell you how many hours I've been on the phone with these"experts" and no one knows what [Edited for violating forum guidelines: “Profane language"] is going on! I'm going to look for another provider!
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user_395287
Visitor
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6 Messages
3 years ago
It’s been four months now since that thing happened. I tired putting some recordings into the trash bin and put them back and found out that the older recordings did not change the percent of space. So please Xfinity, make it stop.
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