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Visitor

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10 Messages

Sunday, January 22nd, 2023 9:16 PM

DVR storage limit suddenly changed?

Hi, I have the Xfinity premium DVR plan and to my knowledge this allows 300 hours of recordings. So, my DVR recordings indicated 37% full the other day. The next day, it showed 78% full. I didn’t add any additional recordings overnight. This makes no sense. How does my DVR go from not even half full to almost out of space overnight? Here’s a current breakdown of my recordings:

120 Hours HD quality 

15 hours of non-HD

So, a total of 135 hours of recordings. It seems as if I’m being shorted of the extra 150 hours that’s included in my plan. If I only had 150 hours of available recording this would make sense why my DVR is almost full. Of course I contacted customer service and they were totally useless and unable to reasonably offer a solution. Anyone have any ideas?

Tek

Problem Solver

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670 Messages

4 days ago

Mine did the opposite. Said 77 percent and then 47 percent. They reset my box and did a bunch of things, but told me the 47 was correct. 

I dunno what is going on. It seems it went from displaying the cloud only capacity back to displaying the box capacity only. 

That is my opinion.

Visitor

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10 Messages

@Tek​ Thanks for the reply. All this makes no sense. If I have 300 hours of recordings available and my total recordings are 135 hours, that equates to around 45% full. So, there’s no way my storage available should be around 80% which equates to almost full. It seems somehow they’re incorrectly applying my DVR plan. 

andyross

Gold Problem Solver

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7.6K Messages

4 days ago

If you have a true DVR, like the XG1v4, there are actually 2 copies. The percentage shown is usually only for the Cloud copies. It's possible there is a bug and it is accidentally mixing the local and Cloud copies as two separate recordings.

Visitor

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10 Messages

@andyross​ I do have the XG1v4. I only have 1 DVR and have always set the Recorded on: filter to All Devices. I have never changed that filter and since I upgraded to the premium DVR service last year my recording percentage full has always hovered between 32-38% full. And last week that changed to around 78% full. So, it’s as if I lost half of my recording capability. 

Official Employee

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381 Messages

This is certainly not the experience that we want you to have with your services and recordings, @user_3cf119. We can also help look into it with you here, to get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 
To send a Direct Message [private message]:

  • Click "Sign In" if necessary
  • Click the "Direct Message" icon

or  https://forums.xfinity.com/direct-messaging

  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  • - An "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

Visitor

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10 Messages

Been there, done that. This is why I’m posting my issue since customer service was not able to provide a resolution nor did I ever hear from a higher level of tech support. It also appears that I’m not the only one with this issue according to posts from other users. So, apparently it’s not on our end and rather Comcast/Xfinity. With that being said please just fix the problem. 

(edited)

Visitor

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2 Messages

3 days ago

I am having the same issue. I also have the Premium DVR service.

Last Thursday, 1/19, the DVR was at 64% of capacity. On Friday, 1/20, is was up to 93% of capacity without any recordings being added. I tried deleting a few recordings but it only made a small difference. 

Just like in your situation the numbers don't make sense.

Last night I had 180 hours of recordings which is 60% of 300 hours but the DVR was showing 90% full. 180 hours is 90% of 200 hours so it seems I am being shorted about 100 hours of recording time.

I tried refreshing my system, restarting the DVR box and power cycling the DVR box. None of those things has made a difference.

I checked my plan and I am being billed for the Premium DVR service.

I went through the Xfinifty Assistant until I finally reached a live agent. Once I got them to understand the issue, they said they were going to connect me with someone else that could help but they ended up disconnecting me and I was sent back to the beginning of the automated process.

I keep hoping this is just a glitch that will be resolved after a nightly system update.

Tek

Problem Solver

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670 Messages

@user_f85c9e​ Something is off. Check the ABOUT SCREEN on you settings menu.

Are you running the 1/9/2023 version? That is about the time mine started.

New Poster

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2 Messages

@user_f85c9e​  Similar issue for me.  Thursday or Friday morning (1-19-23 or 1-20-23) I went from around 48-50% used to around 75%. I've never been that high and have hovered around 50%+/- pretty consistently for months.  Somehow then last night (Sunday 1-22-23) about 6 hours of recordings jumped it to 95%. Deleting got it back to the 70ish% level.  System refresh, restarts, etc....no correction back to where I had been prior to this issue.  Spent time on phone with customer service, and they claim my used hard drive space vs total capacity calculates to what I see.  If true, what was it showing before for my entire X1 time? 

Visitor

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10 Messages

@Tek​ Yep. I have the 1/09/23 release 159.0.0 version. 

Visitor

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10 Messages

@user_f85c9e​ Customer support has no clue. If it’s any issue that’s not on a basic troubleshooting flowchart then they’re absolutely clueless. When I asked for a higher level of support, they said someone would return my call within 15 minutes and all I got were crickets. To be fair, they did cal back the next morning after I left negative customer feedback regarding the customer service and the fact that they weren’t able to resolve the issue. I haven’t had the opportunity yet to call customer service back yet and will try today. Maybe a tech support rep can chime in here and explain what happened to our storage that we’re paying extra for? 

Tek

Problem Solver

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670 Messages

So my percentage was showing my cloud percentage and not my box percentage up till about the 1/16. My cloud is 78% full. After the update, my 500GB XG1v4 was really only 47% full, which it reflected.

You can also see the box only percentage in the XFINITY TV Remote App. 

Long story short, I had to replace my XG1v4 today during a tech visit. They gave me a new empty DVR Box. So now the box shows 1% full because I only have a 25 minute recording on the actual box. Support confirmed my cloud is 78% full. I do not have Premium DVR service. 

The 1/9 update seems to have caused the percentage on the box to ONLY reflect the hard drive space and not the Cloud + the Hard Drive.  This is how it used to be years ago and if you look back another update caused the Cloud to show and not the box.

I wish somebody from Comcast could confirm. 

Visitor

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2 Messages

2 days ago

I have the same issue.  I don't recall the exact numbers, but I was at something like 50% one day, and the next day, it was in the 90s %!  I wound up erasing things I wanted to keep, because there were recordings scheduled that I wanted more.  This is a bunch of baloney.  Not happy.

andyross

Gold Problem Solver

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7.6K Messages

2 days ago

I do see there was an X1 software update to version 159.0.0 recently. It was 157.0.2 before that (no 158.x version that I saw.) I only have 4 recordings, so don't see much different.

Tek

Problem Solver

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670 Messages

2 days ago

Comcast needs to chime in on this is the only way to figure if it is a bug. I have seen similar complaints in Reddit.

Visitor

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10 Messages

1 day ago

Well, I think I may have figured out why my available space on my DVR went from 38% to 78%. I no longer have cloud DVR service according to my account. I just logged on to my account on my PC and as it indicates DVR cloud service as 0. And I’m still paying for the service. Unfortunately I may have to contact customer service again to explain this situation to them and see what happens. 

Official Employee

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751 Messages

Hi there, @user_3cf119. Cloud DVR service is included as free for 20 hours, so it should always show at least 20 hours signed up for if you have our cable services. We may need to refresh the permissions on your account to ensure it recognizes the cloud DVR tier you're signed up for. Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

 

 

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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10 Messages

So, I sent the DM as you suggested and I received this idiotic response. WTF? Is there anyone at your company that listens to customers?

So now let's look at your DVR storage and see what's going on. So right off the bat, I do want to let you know we have two sets of storage that play into this factor one is Cloud Storage and device storage. https://www.xfinity.com/support/articles/x1-dvr-storage-overview Check out this link for more information and let me know if that helps.

Visitor

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10 Messages

9 hours ago

So, here’s the final response from customer support. Don’t they understand that it’s not a recording issue? It seems they’re either unable or unwilling to attempt to resolve this issue. 

I appreciate you sharing your perspective with me. Again, I am sorry that the incorrect usage is reporting on your end. If you have any trouble recording any content, please reach back out to us here, so we can assist further. I do not have any troubleshooting to try and fix the reporting that you are seeing on your end, but I have plenty of troubleshooting I can perform if you are unable to record content.

(edited)

Visitor

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10 Messages

6 hours ago

Another response from customer service. This one makes the most sense; however it still doesn’t resolve the issue:

I am sorry if there was any frustration or confusion caused. You have both Cloud DVR which works off of available hours and Whole Home DVR which is based of off Gigs used. This is what I am showing on our end:

Cloud DVR has: 31.77 %

Free: 204 Hours Used: 95 Hours Tuners: 6

Whole Home DVR Has: 72.44 %

Free: 114.9 GB Used: 302 GB Reserved: 0 Tuners: 6

With that being said, you are nowhere near your limit, and both usage statistics you are seeing are correct.

And my response:

I appreciate the detailed explanation; however, I’m only seeing the 72% full when I select recordings and have filter of “recorded on” set to All Devices. It appears that prior to last week, the DVR was pointing to Cloud DVR capacity and the next day it switched to reflect only the whole home DVR. Perhaps that’s why it went from 37% full one day and 78% full the next day. My only concern is what happens now when my percentage full of the whole home DVR goes to 100%? Obviously, it won’t record or older recordings will be automatically deleted. If I have that much storage as you point out, I should be seeing the entire available capacity of the plan I’m paying for.

(edited)

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