Visitor
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5 Messages
Missing Recordings from DVR
For the past 2 weeks, we have been going into my recordings. One day, we will go into recordings and everything is fine but on other days, some of my recordings are gone. We did not delete them, they are not in the deleted recordings area, and my recordings are not full. This is very frustrating as we cannot figure out why the recordings simply disappear. On 12/23, we reached out to Xfinity customer support and they refreshed the signal. There was no impact to the missing recordings. We were told that someone from a technical area would contact us in half an hour. No one reached out to us.
mike_Z
Contributor
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54 Messages
3 years ago
Welcome to Comcast!!!!
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user_c8b21c
Contributor
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49 Messages
3 years ago
I have had the same experience for the past 4 weeks now. Started with 2 dvr recordings deleted by Xfinity and now I have a total of 12 missing recordings...one deleted just last night. Seems to happen when the nightly updates occur. I've had a tech guy come out and he says it's not my equipment but a "back office" problem. I have somebody from the Xfinity executive team working with me and although he is good about calling me back he has no solution. He said he has senior engineers looking into it but they have no solution and the problem continues. I know other customers are having the same issues with random recordings being deleted by Xfinity. And I am told they can't restore these recordings either. Somehow I suspect it is related to the sales department in an effort to generate more income from premium DVR upgrade service. And yes I've rebooted and refreshed and all that nonsense. This is happening at the corporate side...not my equipment. And no my DVR is not full nor is the cloud recordings full. I just want this to stop!
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user_b34286
Visitor
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5 Messages
3 years ago
Another recording was deleted overnight. Very frustrating. In the private message with Xfinity (12/29/2021), we were told there is a back end issue. We were also told "The issue has been documented on our end."
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P_Poor
Visitor
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1 Message
3 years ago
I was getting yelled at for deleting my friends recordings, some cannot be replaced.
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user_c8b21c
Contributor
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49 Messages
3 years ago
Again I lost another recording overnight...this happens during the nightly system refresh. This makes 13 recordings deleted by comcast and they are doing nothing about it. They are deleted from my hard drive and again the hard drive has plenty of storage space left as does my cloud recording space. The custoomer service person I was dealing with has not called lately and I was told yesterday they thought the problem was resolved. How do they come up with this stuff? So I've once again told them no the problem continues and to please keep the ticket open. This is clearly a "back office" issue so why can't their engineers figure this out. The deleted recordings are selected on a random basis and not by age or date. I live in the Chicago area and wonder if anyone else in this area has the same experience.
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user_b34286
Visitor
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5 Messages
3 years ago
After not having Xfinity delete any recordings for about 3 weeks, it happened again overnight (1/28), another recording was deleted. Was there an issue with the fix that was supposed to have been implemented?
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user_c8b21c
Contributor
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49 Messages
3 years ago
As far as I know...there is no fix that has been acknowledged or talked about. The only thing Xfinity has admitted to is the problem is "documented" but no solutions. I have now lost a total of 19 recordings...the last one lost 1/21/22. So this one past week I haven't lost anymore but not optimistic. I continue to work with their executive care team and you can call them directly and they will pick up. If you aren't already working with one of them just talk to the person who picks up and tell them about the DVR problem and missing recordings and recordings getting deleted. 866-642-4868 but they are only available mon-friday business hours. Again the only thing they could advise is get a new DVR box but then you lose any other recordings you have saved. Good luck and let me know if you come up with a solution.
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user_8e00ed
Visitor
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1 Message
3 years ago
I am having the same issue with missing recordings. When I renewed the contract with Xfinity, with the same settings, all but a handful of the DVR recordings have disappeared. Initially, they would show up briefly following a system refresh. But quickly disappear from the list even while playing one of the shows. After contacting support they reset my storage to 2048 a from the 150 shown in my contact. Now they tell me I will have to pay more to get back to where I am supposed to be. Customer support is anything but.
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