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. 

@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. 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.