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user_bbe64c
1st Topic

Visitor

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3 Messages

Saturday, December 3rd, 2022 3:21 AM

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Missing DVR recordings

Today I noticed many of my recent recordings are not available on my DVR.  I have plenty of space. What’s also surprising is 49% of my space is being used by only 10 recordings. It appears the recordings are there but not showing up. 

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2 years ago

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user_c8b21c

Contributor

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49 Messages

2 years ago

Sorry to tell you this issue has been going on ever since Xfinity began putting DVR recordings in the cloud.  I have lost over 30 recordings over the past year.  It happens during the nightly "reboot" update.  Xfinity is well aware of this problem and is doing nothing about it.  I have dealt with several of their "executive care team" members and have had several tech guys out to the house.  I can tell you it is not your equipment and there is nothing you can do about it as they won't fix the problem which is at their back office.  Their engineers are aware but again nothing.  The only work around I have found to be effective is to disconnect your set top box from both cable and power every night.  It prevents the nightly software updates and you shouldn't miss any recordings the next day.  Of course this is a real pain.  You won't find anything in your DVR deleted file and none of their tech people can restore your missing recordings.  It has nothing to do with the amount of space you have remaining on your DVR.  Again this never happened before they started storage in the cloud and the storage capacity indicator on your box is also funky...yet another problem they won't address.  I real drag that we pay 10 bucks a month for terrible service.  Don't bother if you get a response from an xfinity employee saying they would like to look into this issue for you cause they can't do anything about it.  Oh and a final thought is the deleted recordings are selected at random and have nothing to do with how old they are. 

6

user_bbe64c

Visitor

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3 Messages

@user_c8b21c​ thanks for your thoughtful reply. Looks like I need to watch my recorded shows faster :)

2 years ago

0

XfinityRay

Official Employee

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2.7K Messages

Greetings, @user_bbe64c. This is our DVR Services Overview page. It shows more about what to expect from your DVR service. High quality recordings in HD or 4K can take up more space than SD recordings. Do you have 20 hours of DVR space of 150 hours? For recordings, you have the option to save them for 1 year. After that, they may be deleted due to Network contracts. Have any of the missing shows been saved for less than 1 year? 

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2 years ago

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user_bbe64c

Visitor

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3 Messages

None of the shows were more than a year old. At most, they were a few weeks old. 

2 years ago

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CCMichelle

Problem Solver

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788 Messages

Thanks for taking the time to confirm that. How about available space. Do you have our premium services or are you only using the cloud DVR? Are there specific channels that you notice the issues on more than others? 

I no longer work for Comcast.

2 years ago

0

user_8923b2

Visitor

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1 Message

@user_c8b21c​ It seems that you are correct.  @XfinityMichelle Do you have any suggestions as to what I can do next?

As a note I have used about 10% of my allocated usage in play, so 90% is still available (free), and rarely have exceeded 25% in use.  I STILL have recordings that go back to 2019 still available on my DVR and generally speaking watch my recorded shows at LEAST twice a year.  The last time I recall seeing my recorded shows was in August and during the 2022 Holiday Season I discovered a multitude of my shows had been DELETED...and not by me.   I've worked through several different levels of Comcast/xFinity Consumer Support, on at LEAST three different occasions, and while not ONE has been able to offer an explanation as to HOW and WHY the recordings have disappeared, the BEST response I got was that my missing recordings would be restored within 24 hours.
That did not happen, so they I was lied to me to get me off the phone/chat sessions, as there was NO further contact.

I'm debating as to what my next step should be as I see nothing in the DVD usage guidelines that explain the missing recordings, but perhaps I should contact my State Attorney General's office and file a complaint and see what pressure they can bring to this mess or what assistance they can offer?

2 years ago

0

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