Visitor
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6 Messages
DVR recordings disappearing
We are long-term Xfinity/Comcast customers, and similar to another post I saw on this forum, we have been noticing that recordings are just disappearing off our DVR. We have plenty of storage space left on our DVR, and no, we are not deleting them ourselves. These recordings tend to be older, but there are some recordings that are older than the ones that have been deleted, so the pattern is not clear. Might it be related to certain series that have moved to streaming services, and there is something that detects that we have recordings of such programs and therefore are subject to removal? But it's quite random and a mystery. Thanks.
Accepted Solution
myXfinityAcct
New Poster
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3 Messages
2 years ago
XfinityAmira, I don't think I can Delete & Cancel; the recordings that are disappearing are no longer airing. (Or in the case of some, they have moved to streaming channels instead.) I appreciate the posts from @binaural2000 & @user_c8b21c, especially user_c8b21c. The theory that we might have a box that has recordings originally recorded on the hard drive, that are getting deleted during regular updates because everything going forward is Cloud, that makes sense to me. No, I don't like losing those beloved recordings -- we hang onto them because we like seeing them again -- but it makes sense.
Given that you both have clearly invested a great deal of time in trying to get answers, I realize that if I want to pursue this, I have to be prepared for a similar investment of time and energy. Pardon the expression, but I'm not going to go down that rabbit hole. Thank you everyone for your comments.
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XfinityAmira
Official Employee
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3.8K Messages
2 years ago
Hello and thanks for taking the time to reach out to our Digital Care Team. We appreciate you being a customer with us and as someone who avidly uses the DVR function to record my favorite shows, I absolutely understand your concerns. We certainly want to assist you with further investigating this.
Just for troubleshooting purposes, have you attempted to "Delete & Cancel Upcoming" recordings for these specific shows, and then reset the recordings back up to see if that helps correct this issue on your end?
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binaural2000
Contributor
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37 Messages
2 years ago
It is mind blowing how often it happens. I’ll get lucky and it won’t happen for a few months, then it happens several times, several days in a row usually, for no reason every few months.
It has been reported over and over and over again by many people for years. The normal trouble shooting, “send us a private message”, reset your boxes, “check your deleted recordings” all do nothing. It all leads to the same end conclusion of huh, something’s wrong somewhere, we don’t know what it is, and it is never resolved.
I am at less than 20% capacity, and it happened to me once again overnight last night. Poof, another recording disappeared, and of course it is is ALWAYS one that is not available anywhere else on demand or upcoming to re-record. Sorry for the negativity, but I am just sick of it. I literally keep track on a note on my phone every single night now what my # of recordings was when going to sleep, and without fail it happens every couple months, around 10-20 times a year minimum that recordings just disappear overnight.
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user_c8b21c
Contributor
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49 Messages
2 years ago
I have been dealing with this same issue for more than a year. I have had several tech guys out.....new DVR boxes installed and have had many many phone conversations with the Executive Care team at Xfinity. As recently as today I reported to Dean with the executive care team that the newest DVR box installed last July 2022 is now deleting recordings in random order. Not always the oldest. He informed me that for the past year and a half Xfinity DVRs only record to the cloud and never to the hard drive anymore. Older boxes used to record to both hard drive and cloud but that is no longer happening. All support articles state recordings are located both on the hard drive and the cloud. This I've been told is no longer true. And if you have an older DVR that has recordings on it's hard drive it will be wiped clean during nightly system updates. Clearly Xfinity wants to go "all cloud" and get rid of the older boxes that you could store recordings for more than one year. Yet another revenue stream for Xfinity. What a terrible business model.
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user_78f870
Visitor
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2 Messages
2 years ago
Like the above post, I just found several recordings simply gone on my DVR. YES, there was plenty of space. The recordings are no more than a few month old, at the oldest. I finally had the time to catch up, and the recordings of several shows were simply gone. Not in the “recently deleted” folder. Just gone. So why am I paying for a DVR if it doesn’t work?
Unacceptable
I already know I can get comparable internet from Windstream. I will probably see what I can get off the air. If it works, goodbye Comcast.
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user_415005
Visitor
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1 Message
2 years ago
We're having the exact same issue, movies/shows from the library of favorites we've built have been randomly disappearing, not oldest first, never available in "deleted items," and many NOT available anywhere else. It is beyond frustrating considering how much money we spend on xfinity every month. Ridiculous they think this needs to be worked on an individual account basis. There is a problem here and it isn't with us or our accounts.
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Better-service-plz
Visitor
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2 Messages
2 years ago
Same issue happening. No way to even see them in deleted folder, just disappear. And xfinity cant figure this out?
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S-Kell
Visitor
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4 Messages
2 years ago
Has anyone found a fix yet? If so, can you point me in the right direction?
I use Xfinity Stream. Currently, my basic cloud based DVR is 78% full, with 16 recordings. At that level, in the past, I would have had DVR space for at least 4 more hours (each hour uses approx 5% of storage), or at least 4 more recordings before I hit 20 recordings. Also in the past, the limit was always based on percent full, and not the actual number of recordings. So it was not uncommon to have more than 20 recordings, and still be below 100% full.
But the last few weeks, when I record new shows, even short 30 minute shows, most of the shows will unexplicably be deleted as soon as they finish recoding, and also don't even appear in the Deleted Recordings folder. This just happened again, for an hour long recoding, while I was at that 78% full with 16 recordings. This never happened in the past unless the recording would reach the 100% full limit. This is making me very angry and I'm considering dropping Xfinity, since the Xfinity Cloud DVR no longer works in a reasonable way. It's broken and unreliable. Just terrible!
Since I use the Xfinity cloud based DVR, the only answer is that this is a problem on Xfinity's side, and not anything to do with my streaming devices (FireTV 4K, Windows 10 PC, Android 11 phone...). Or the database Xfinity uses to keep track of my recordings and storage has gotten corrupted.
Currently, all of the recordings I have, have the "Keep for 1 Year" set, in an attempt to not have them mysteriously disappear. But that should not break new recordings, since I should have space for new recordings if Xfinity Stream & cloud DVR wasn't broken. I currently see 6 shows in my Deleted Recordings (4 hours worth), so it doesn't appear I've reached any limit that would cause my new recordings to immediately disappear, as they often do.
I am paying for technology I expect to work reliably in a way that makes sense. Please fix ASAP.
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