DVR recordings disappeared

Hello, all. 

Thank you for reaching out. I definitely understand your concern regarding the recordings. This is a known issue, and we're working hard to get this resolved as soon as possible. Thank you all so much for your patience. 

Exbiffteen, thanks for letting us know about your lost recordings. Are you using a Pace DVR? There is a known issue affecting the Pace Xg1v3 that we are working on currently. 

Ken

On Monday May 20th, I noticed that our DVR % went down.  The day before it was in the 80% range of being full on May 20th it was below 50%.  I checked our recordings and noticed several show episodes and movies missing.  I tried re-syncing and refreshing the box.  Nothing changed.

  I contacted Comcast through chat.  They asked me several questions.

No, we only have one box.

No, no one else in the household deleted things.
No, the items were listed to hold for a year and it has been less than a year.

Yes, I checked recently deleted

Yes, I refreshed and re-synced
The shows that are in recently deleted, I did delete.

No, I cannot list all the shows and movies missing.  I told them of atleast 2 shows that were missing episodes.
No, I did not check the cloud because I did not know we had a cloud.  But yes I see the cloud now next to some of the episodes.

They did something on their end.  A few episodes returned and the % went up slightly.  I told them that there were still many movies and episodes missing. I asked for a list of all the items that were missing.  They told me that they will return in 2 hours’ time.  I was then offered to purchase cloud access for $10 a month.  I declined.

It has now been over a week, no other missing movies or show episodes have returned.
My % is still low on the DVR.
Most shows when I go to play, they access the cloud and the playback and other DVR functions are not smooth.
Sometimes as it plays, it stops and says there is an issue and it will now access the on demand option (cannot FF through commercials)
It seems random as it records now, sometimes it is on the DVR and other times it is coming from the cloud.
When we go to watch a show it randomly asks for us to enter our pin to access shows that are below our set rating.
It locked us in Kid Zone, had to restart box.

We thought it may be our Box and have been trying to watch all the shows, I found this thread and I see others having similar issues.  Now I am thinking a Comcast issue.  We should not have to pay extra per a month to access a cloud we do not need.

Could someone from Comcast please reach out to me?  I would like a list of all the movies and shows that Comcast deleted for the past month.

This same exact same thing happened to us!!  We had about 75 shows just "disappear" b/c of Comcast.  All of them were shows recorded prior to Dec. 31st 2018.   Most were shows for our kids and some of the Holiday shows were 4-5 years old.  I have called many times now and I think Comcast just gives me an answer to get me off the phone.  Originally, they told me they did a system upgrade in the area and they were still working out some "glitches" but the shows would return soon and I should keep cheking.  Well, that was 4 mohths ago.  Comcast has the worst customer service of any company I know.  I'm paying for a service (DVR) that I am not receiving.  I think it is time for eveyone to "cut the cord" with Comcast, it is not worth the money any more when there are so many other options.