Visitor
•
10 Messages
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
•
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.
1
0
andyross
Gold Problem Solver
•
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.
3
0
user_f85c9e
Visitor
•
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.
7
user_ab4602
Visitor
•
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.
0
andyross
Gold Problem Solver
•
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.
0
0
Tek
Problem Solver
•
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.
0
user_3cf119
Visitor
•
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.
2
0
user_3cf119
Visitor
•
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)
0
0
user_3cf119
Visitor
•
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)
0
0