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Visitor

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6 Messages

Wednesday, January 12th, 2022 11:25 PM

Closed

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!

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.

Contributor

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49 Messages

@Smokerz​ Not sure I understand your work around routine.  I have now lost 21 recordings and if there is anyway I can stop this please let me know.  Can you further explain what you do please?

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.

Visitor

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6 Messages

@XfinityTambrey  Thank you I have reached out on DM

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?????

Visitor

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6 Messages

@user_83ccd6 Please DM Xfinity for support .... they are telling me that for the past 2 years you can only keep a recording for ONE YEAR IN TOTAL.... 

(edited)

Official Employee

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455 Messages

Hello @user_83ccd6 I am sorry to hear that you are continuing to have issues. You have come to the right place for help. To get started, could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

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

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.

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.

Contributor

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49 Messages

@Smokerz​ I must have an older remote cause I don't have a white button.  Either way....are you saying anytime you are watching a recording....you stop the recording and then exit the DVR screen and back to normal tv.  Then you go back into your DVR and actually delete the recording you were watching?  And then you exit again to normal tv?  So how the heck do you get the recording back if you deleted it?  on your second example I"ve often run to the end of watching a recording and I select EXIT and then I am asked do I want to delete the recording yes or no...and I always say no don't delete.  I don't get any vanished recordings by saying do not delete?  what am I missing here???  Please help and thanks.

New Poster

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6 Messages

I delete the recording when I decide to deleyeit. Why would you ask how do I get it back? You are not following my meaning at all so you'll experience the problem.

New Poster

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6 Messages

you are missing the entire concept. go in and out of My DVR for each ONE function you do. Practice it and you'll soon find the light. I can't explain it any clearer than I did a few hours ago.

Contributor

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49 Messages

Thanks for your help.  I think I have a different problem in that the xfinity back office is deleting my movie recordings during their system refresh overnight.  I've lost 21 movies.  No amount of going in and out of the DVR will restore them.  No amount of unplugging and then powering up again will restore them.  So while I can delete any recording on my own....and if needed restore that by going into the "deleted folder" option....the recordings Xfinity is deleting are coming off my hard drive never to be seen again.  This happens not while I"m using the DVR...but in the middle of the nightly system update.  So I have no power over that.  This is happening to many customers and interesting the movies they delete...then they offer them back to rent or buy.

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"]

(edited)

Official Employee

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3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I am truly sorry for the frustration with the lost recordings. It's important to us that we help resolve this. Please send us a direct message to "Xfinity Support" with your full name and address so we can assist with further troubleshooting.

 

To send a direct message you may need to:
Click "Sign In"
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

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

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.

Problem Solver

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892 Messages

Hello @user_c8b21c and thank you so much for reaching out to us here via our Forums page. I am sorry to hear that you are losing recordings on your DVR and you haven't been able to get any help. I will be happy to take a look into this for you. Can you please DM us to start?

 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

I no longer work for Comcast.

Contributor

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49 Messages

Clearly you are not reading all the other postings regarding my ongoing issue.  Now I have yet another tech guy coming to the house tomorrow to see if he can do anything...even though a tech guy came out 3 weeks back and said my equipment was fine and this is happening because of a software problem at your back office.  Unfortunately your back office isn't doing anything either.  And I just received a call 5 minutes ago from a comcast tech person wanting to see if she could troubleshoot the issue so the tech guy wouldn't have to come out.  Doesn't anybody read notes in my file?  She also said my notes indicated the problem was resolved and it never was.  I continue to lose recordings overnight during your system refresh.  My escalation number is esl04157948.  Please speak to your engineering department and get this problem resolved soon.  Worse is the number of hours I've had to spend communicating to you folks.  Anytime I've used your "direct message" all I am told is the standard troubleshooting refresh...power off...nonsense and I keep telling you that doesn't work.  It's on your end.  So why don't you go talk to your software or engineers and ask them why this keeps happening to so many customers?

Problem Solver

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892 Messages

I am sorry for any frustrations caused. We would like to follow up with you after your appointment and would also need to meet you in a DM for me to be able to review any tickets. If you change your mind, please follow the directions to meet us privately and we will be more than happy to help you. 

I no longer work for Comcast.

Contributor

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49 Messages

The xfinity tech guy came out yesterday and didn't even know that my DVR had a hard drive.  He thought everything was stored in the cloud so he had to call his supervisor who told him yes in fact some older DVR models have hard drives and that is where most of the recordings are located.  He had no clue...so why you send out tech guys that aren't familiar with 1-my case and 2-my equipment is beyond me.  He also thinks my equipment is fine and that this is a software glitch at the back office.  He designated a different box to be the "primary" set top box in hopes the glitch will stop affecting the DVR but I doubt that will work.  He said Xfinity is clearly wanting to get rid of the set top boxes with hard drives and move everything to cloud only recording so they can control and charge more for that storage.  He said he thought I would continue most likely to lose recordings....forcing me at some point in the future to get a cloud only set top DVR and pay extra for extra storage...and of course then lose all my old recordings.  He also said I wasn't getting the full cloud capacity of 150 hours....not near what I am paying for.  I imagine this is happening to all your customers who have older equipment and btw...he did all the troubleshooting you will ask me to do and nothing changed.  So please talk to your "back office" and get them to fix this.  It's not on my end.

Problem Solver

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892 Messages

I am sorry for any frustrations caused. I would need to access your account to be able to see your Cloud storage and speak to you regarding your account details. We are always here to help you if you need it. 

I no longer work for Comcast.

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???

(edited)

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!

(edited)

Official Employee

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292 Messages

Hello, @user_49c0fd, we know that the recordings erasing themselves is super frustrating, especially when they are things you truly enjoy watching or rewatching. Now, the system does have a time limit before it starts to erase things. If you click on this link https://comca.st/3pKBsO2 it goes over the storage and management of the recordings. 

 

We know that some shows and movies are no longer shown over the air or available to record so we can definitely look into the account deeper and see what can be done if they are available to only purchase or are on Xfinity On-Demand. 

 

If you would like us to take a deeper look, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

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

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

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

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.

Gold Problem Solver

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3.4K Messages

This is an old, inactive thread that we will be closing at this time. If you are having troubles and need support, please create a new topic of your own here on this board detailing your issue so that the community and our support representatives can assist.

I no longer work for Comcast.

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