U

Visitor

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5 Messages

Sat, Oct 30, 2021 8:34 PM

Lost DVR Recordings

Since September 2021, I have been losing recordings. I can't get a straight answer from numerous agents. I have plenty of space. The shows are being lost from Hallmark, TLC and Oxygen. Other networks seem to be okay. Is there an expiration date when these disappear?? Why am I recording if only to lose them. 

EG

Expert

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90.5K Messages

1 m ago

The concern is not "Community Center" related. Thread moved here to this help section for assistance.

Official Employee

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239 Messages

1 m ago

Hey @user_d21068! I'm really sorry you're losing your recordings all of a sudden. Are these new recordings or old ones that are being lost? If old, how old? 

XfinityEthan

Official Employee

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523 Messages

@user_d21068. The signal to your Tv box is near perfect and the only step a tech might be able to help is swapping to a newer model. Keep in mind we can't guarantee 100 percent all recordings will come back to the new box. The other factor is your cloud DVR is near full and the system will delete it to make room on the cloud. How old are the recordings you are losing?

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Visitor

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5 Messages

We only have 148 recordings. How much does cloud old?

Visitor

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5 Messages

Sorry how much does it hold the cloud? Cloud is very confusing for me. It seems like some recordings say just DVR and others have the cloud symbol on them?

Carsue

Frequent Visitor

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9 Messages

1 m ago

I read somewhere that old recordings are only held for 6 months.  It's a cloud issue, you don't have a hard drive in your x1 box.  If I am wrong I apologize.

XfinityEthan

Official Employee

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523 Messages

@user_d21068. The Cloud is 150 hours and the box is estimated 150 hours, but some recordings will only be in the cloud and some only on the box, mainly IP channels for cloud, but some you listed are not IP channels. Recordings stay until space is needed or you can mark each recording "keep for 1 year" and those will stay no matter what and bump the ones that are not keep for one year. You can also save until space is needed

 

If you have Xfinity X1 with DVR service, 150 hours of X1 Cloud DVR are included at no extra charge for each X1 DVR TV Box on your account. If you exceed your limit for cloud DVR recordings, your most recent recordings will replace older recordings if your save setting is set to Save Until Space Is Needed. You will be unable to record some programming if you have used all of your cloud DVR storage.

  • Save Until Space Is Needed: Most recent recordings will replace older recordings.
  • Save for 1 Year: All cloud DVR recordings will delete after one year. Future recordings will not record unless you manually delete some older recordings.

 

If you had older recordings on the cloud those should have been deleted first before any recent ones. What did the technician say? 

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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2 Messages

Which channels are IP channels?  I'm not familiar with this.

Official Employee

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43 Messages

The IP Channels are channels that are provided via Internet Protocol. These programs can be accessed in the same way as non-IP programming. The only difference is the delivery method and the way the recordings are stored. There are many channels that are IP channels and if you would like us to verify if a channel is IP, send us a message and we can definitely look into the channel for you. 

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

 • 

1 Message

10 d ago

Did you get this resolved? I'm having the same problem with hallmark movies despite tons of space and "save until space is needed"settings.  And customer service has been a nightmare.

Official Employee

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21 Messages

Hi there, @user_324488. I'm sorry to hear you're having issues with lost recordings too. Could you please send our team a private message with your full name and full address? We can most definitely take a further look at this issue.

 

To send a "Peer to Peer" (private) message:
• Click "Sign In" if necessary
• Click the "Peer to Peer chat" icon
• Click the "New Message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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