DVR "Status Unavailable" / Recordings Missing

Thanks for taking the time to reach out with this concern, @SilverMouse. We never want to see you having trouble with your equipment, and definitely not with your recordings. We can help! If your recordings are on the cloud, then you should have complete access to them using the Xfinity Stream app or website as detailed in this article.

The recording conflict error you're getting means that more than your maximum recordings that air at the same time have been set up. If so, you should have the option of choosing which recording you'd prefer to continue with. Here is a helpful guide on this.

If you're having trouble with the app detecting the DVR itself, would you be willing to attempt a restart of the DVR to see if the system can pick it up after?

Thanks for the additional details. This is an odd one, but we have some tools we can use to troubleshoot this further. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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 that appears, and the "Xfinity Support" graphic will replace the "To:" line

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

-Press Enter to send it

Following up on this for Support and anyone interested, this has not been resolved, and in fact, has gotten worse. I have two boxes; the main one was what I was writing this post about. Now, both boxes are not recording shows.

After my web chat with xfinity, I was sent a text to follow up asking if the issue was fixed. It was not so a tech called me. Long story short, I rebooted my DVR and the xfinity tech sent a signal to do the same. I saw that there was an "update to my home network" or something of the effect showed up on my secondary box/TV. My main box had and still remains as "status unavailable" this entire time. When both boxes went back to showing live TV, I noticed all of the previous shows I couldn't access via the xfinity/stream app were gone. I had at least six recordings on my secondary box and those are now in the "cloud" recordings.

I waited over night until now to check to see if the "cloud" recordings would "catch up" but they did not. My old recordings are still gone and now I see there are no recordings on my secondary box, nor on my main box. 

The tech told me that there has been some kind of DVR outage for the last week and that it could last for another two weeks. I could not  confirm this on my end because I saw no notice of an outage or problem within the DVR's Troubleshooting/Outages notices. The tech suggested I replace the main box which is where I figured this would end up anyway, but as I said, now neither box are holding nor recording shows now. I confirmed this by looking last night as a recording was going and saw nothing on my local boxes being stored. As of this post, a show is being recorded to the "cloud" and I still see nothing on either box.

Another Update:

I got the new boxes the Comcast sent out but neither are working. The large "standard" DVR box does not show a signal to my TV, and the smaller "TV Box" shows error "RDK-10000" after the "Welcome" screen.

Additionally, I received a notice that my plan changed to remove a box. I should only have two on my account - the new boxes I have now received and connected - but I am assuming it's counting the old boxes I am returning in place of them. Nonetheless, I should only be charged for one standard box and one TV box. The "contact us" option under "Review and Accept" changes for my plan leads to an error page that doesn't work.

In summery, now that I have the new equipment it does not work and I cannot review whatever change was made to my account/plan through the review notice I was sent.

This problem has still not been resolved. A tech came by and replaced the main/standard box that I was sent and not working, to replace my old box. They also checked my cable and made sure the boxes were properly connect. He was helpful, and I could view some of my previous recordings since this problem started but not the older ones that were more than about a week old. I was told they may come back in time but they have not.

I wanted to give this some time before posting another update and I still see that my main box is showing "Status Unavailable" just as the previous box did. I still do not see any recordings on either the standard nor TV box, and in addition to that, I have a number of "scheduling conflicts" now which I did not have before. The DVR menu for scheduling priority is difficult to use since I can't cancel/remove old shows within the interface. I also noticed a couple of series recordings in my "Recordings" menu that should have been removed.

In summery, I'm still in the same situation when this started except I've lost more recordings since this whole thing started.

I'm also still getting "Your bill has changed" notifications about removing my X1 box which I had already acknowledged more than once. I can see on my DVR my old boxes are still listed so hopefully that will resolve itself once Xfinity receives them, but I don't know if that's part of the issue. The tech that worked on my home boxes said the old boxes were marked as not being used so it shouldn't be part of the problem. I'm running another "System Refresh" but I doubt anything will come of it.

I replied to the chat message yesterday asking if my issue was resolved and did not receive a reply yet. I did another system reset and the standard/main box is still showing "Status Unavailable". I also have not yet been able to clear the "scheduling conflicts", one of which is set on an SD channel that I manually updated to only record the program on a specific HD channel.