DVR storage limit suddenly changed?

@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​ 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. 

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

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. 

@XfinityJoshD​ 

Hi Josh,

Why did my DVR storage capacity drop in half after adding mobile services to my account?

I had only 45% full yesterday and today I have 95% full and only one show recorded that was saved to the dvr.

I have 150 to 300hrs available previously depending on HD on non HD recordings.

Now it says I have 20 hours and wants me to pay  to upgrade to what I already had.

Please explain.

Jim

@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.

@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? 

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

@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? 

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. 

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. 

So, I sent the DM as you suggested and I received this idiotic response. [Edited: "Language"] 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.

@user_3cf0119​ 

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.

This is my concern as well. If the Whole Home DVR reaches 100% and can't record how do I record using the Cloud DVR? As far as I can tell the Cloud DVR is just a copy of what is stored on the physical DVR.

@user_f85c9e​ I don’t understand this either. My dvr used to be about 20% higher than what I’d see listed in the TV remote app. Now after the recent update they both say the lower number. However, my Roku still shows a 20% higher percentage used. I don’t know which is correct. As well, I do believe Xfinity’s algorithm for when to stop recording and start deleting our programs isn’t straightforward as I’ve had tons of things get deleted on the rare occasion I’ve come close to 100% as well as random things deleted by Xfinity even when I’m nowhere close to max percentage. I don’t think we actually have any control over the cloud dvr. 

@user_3cf119​ 

Heres the latest hilarious update from Xfinity Cam this time: 

I understand your confusion. Rose is correct. Because there is a difference in hours recorded and the space they need based on the resolution of the recorded program the space available can be different. Are you recording more programs in HD or SD?

And my response:

It’s very confusing. So, if Rose is correct, then I should be seeing my DVR indicating approximately 31 or 32% full (according to the information Abbie provided). But, as I mentioned numerous times, that’s not what it’s showing. It’s closer to 80% full. At this point, I’m done with so called Xfinity support as I really don’t think anyone knows what they’re talking about.

Xfinity has the worst customer service reps in my opinion. The other issue is that each time you respond to a DM, you have a different support person chiming in with an answer they think is correct, hence the contradictions between the two support reps. I must’ve had at least 6 or 7 reps trying to answer my question and unfortunately none of them were able to resolve the main issue. I know in the grand scheme of things, my issue isn’t a big deal but if I’m paying close to $200 month for cable then I think I should be able to have some say and maybe expect that a customer service rep be able to resolve a simple issue. 

@user_3cf119​ It's outrageous.  I'm having the same issue.  I talked to support on the phone and got no resolution, but they said they'd be working on it.  They (of course) never did anything.  I just spent 2 hours on chat support and it was a total JOKE! No resolution and I don't think this person had any clue what they were even talking about!  I think I'd have to agree. The worst support ever!

@user_3cf119​ I'm confused. You indicate the Cloud DVR has:

31.77 %

Free: 204 Hours

Used: 95 Hours

I thought cloud storage was 150 hours. 31.77% works if it's total storage (95/300 = 31.7%)

Also, for the DVR, the meter will give you the percentage of storage used (72.44%). You get 72% from 302/417. Which is saying you have 417 hours of storage. How is that possible??? I thought 300 = 150+150 was the max storage capacity (DVR + Cloud). Also, how did you get the GB values (Free: 114.9 GB - Used: 302 GB) ?

Thanks.

@rl777​ I’m confused as well. I also thought as you did that total storage between cloud and DVR equaled 300 hours. I got the detailed storage breakdown from one of the Xfinity reps. However; as other reps chimed in none of them have been able to resolve this issue of why the storage meter would effectively indicate almost full from 37% overnight. 

@user_ab4602​ Can you please expand on your solution? Was your box defective? Did you lose any recordings by swapping the box out for a new one? What percentage full did box show prior and what does it show with new box? If you still have all the same recordings available on the new box, and the percentage full decreased then this would definitely be a solution and I’ll go to an Xfinity store to swap out my box.

One other thing I forgot to ask is what’s the software version of the new box? I’m just wondering if it’s an older version than 159.0.0 with release date of 1/09/23, what will happen when box updates to 159.0.0?

Apparently, the box was defective. All of my recordings were in the cloud apparently, since I didn't lose any recordings. When I switched out the new box, it showed nothing used initially, but Xfinity tells me that the "X% used" is cloud storage, so perhaps it just didn't register right away. The next day, it showed something like "20% full".

I spent a ridiculous amount of time with Xfinity support and they were mostly useless and clueless.  Shockingly so.  Also, when I went to the Xfinity store, they told me I could get an older version X1 box that still had a clock, or the new one which does not.  I chose the one without the clock because newer sounded better. I hadn't realized how much I used that clock! I wound up buying a cheap battery operated clock off Amazon.

Software version is 160.0.0 with a release stamp of 1/26/23 and STB Timestamp  of 12/1/22. 

Don't waste your time like I did. Go switch out the box.

@rl777​ Comcast support was mostly clueless and of no help to me.  The did tell me that "X% used" is "cloud storage". I'm assuming this is true, but support has been so inept that I don't know what to believe. They also told me that when the cloud is full, it then records directly to the X1 box. Again, I don't know if I believe anything they say. It makes no sense that there is no way to know how much recording time we have which includes both the cloud and the X1 box. I don't know about you, but if my box is getting into the 90s% used, I don't feel too confident about not losing recordings.  

The best advice Comcast gave to me is to switch out the box. I did this and it seems to have fixed my problem. Note: when I went to the Xfinity store, they told me I could get an older version X1 box that still had a clock, or the new one which does not.  I chose the one without the clock because newer sounded better with less likelihood of continued issues.  My advice to you is to switch out the box and hope that solves your problem.  Good luck.

Hi there, @user_3cf119.  Thank you for upgrading the DVR service. The storage meter shows the total hours as all of them are in the Cloud now. You get the most recent 150 recorded hours on the hard drive/cable box. The storage meter can take a bit of time to update, possibly until your next bill cycle. How long has it been since you upgraded?

Please clarify.  You say "ALL of them (storage hours) are in the cloud now". Does that mean the 150 hours of cloud storage plus the 150 hours of X1 storage is now 300 hours of cloud storage with the 150 hours on the X1 being duplicated in the cloud? 

@XfinityRay​ yes, please expand on this information. Does this mean we have 300 hours of available storage before any recordings (cloud or dvr hard drive) would be deleted due to storage being full?

As well, I’m not sure I understand how ”You get the most recent 150 recorded hours on the hard drive/cable box” can be true. If I have 150 hours recorded on my hard drive with available storage in the cloud and today I am set to record a new show, what will happen? Will my oldest show on the dvr hard drive move to the cloud and still be able to be watched? Will my oldest show on the dvr hard drive get deleted and disappear from my recordings list? 

@XfinityRay​ Please clarify.  You say "ALL of them (storage hours) are in the cloud now". Does that mean the 150 hours of cloud storage plus the 150 hours of X1 storage is now 300 hours of cloud storage with the 150 hours on the X1 being duplicated in the cloud?

@user_f85c9e​ Trade out your box for a new one. Worked for me and I didn't lose any recordings....well, except the ones I deleted before switching out so I would be sure future recordings that were important to me got recorded.

Thank you for reaching out to our community forum so we can take a look at what's going on with your DVR storage, @Jsweird! We're a team of experts and happy to help with any questions or concerns you have about your Xfinity experience :). I see that you've already sent a direct message so I'll continue helping from there. 

@user_f85c9e​ Nope. Still the same issue. I may just replace the box as another user suggested. I have no idea if it’s defective or not. And apparently neither does Xfinity.