Half of my DVR recordings disappeared overnight

@XfinityBillie  

I have now lost a total of 10 recordings....all random and not selected by date or any other criteria.  Comcast even sent out a tech guy and he had no answers but said my equipment was not the issue and that this must be a "back office" problem.  If anyone monitored this forum they would see this is an ongoing issue that other customers are experiencing.  Every time I speak with a compast tech rep they tell me something different but no solutions why my recordings are being deleted from my hard drive.   One rep told me I have only used 60% of my dvr capacity so I shouldn't have a problem but the problem persists.  Who at comcast is deleting my recordings?  And can they be restored?

@user_c8b21c Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please keep in mind, we have no access to your recordings and they can not be deleted on our end. Usually, if recordings are being no longer on the device itself it is because of the recording settings.

In the settings (when setting a recording), there are many different features including: "save until space is needed." This is a default setting and needs to be changed under recording options. The DVR storage may be lower now, however if it was high it needed to make room for new, scheduled recordings. 

If the recordings are available for recovery, here is how to do so: https://comca.st/3st1h7A. Since we do not have access to them on our end, we can not restore them for you. 

These are not deleted by me and are not in the "deleted folder" so therefore I can't restore them.  In October I lost over half my recordings and a tech guy from Comcast was able to restore them all.  When asked what happened he said he didn't really know but sometimes during system updates overnight...a glitch happens on your end which can cause this.  My hard drive isn't full so this should not be happening.  I need a senior tech guy to fix this issue like the last guy did in October.  And you do have access and can view them on your end.  I've been told this by many tech people at your company.

@user_c8b21c That is correct we can view what is recorded, but have no access to them. Please send us a PM and remain in the messaging, so we can assist you with your account details.