PLEASE fix the issues with disappearing DVR recordings

I am just beyond fed up with this issue that has been happening for years and years, with no fix. Changing boxes does not fix it, it has happened on every single different box I have had for the last 10 years.

Went to sleep last night with 48 recordings, 19% full. Woke up today with 39 recordings, 19% full.
This is after 15 different additional recordings disappearing slowly one by one already this year.

I appreciate the techs and people that help fix issues, but this one is just beyond maddening and never gets fixed. I have tried all troubleshooting issues on my end and nothing ever fixes it. I am busy and don’t have time to message back and forth for hours and hours like I did last week over an unrelated issue that has been fixed. Please, someone at Xfinity just elevate this up to higher levels to get it finally addressed!!! I should be getting credits on my account for the absolutely ridiculous number of times this happens. Why are we paying full cost for services that repeatedly don’t work?

Responses

Andyr1

Gold Problem Solver

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7.9K Messages

2 years ago

Changing boxes wouldn't make a difference as everything is controlled by Comcast servers, even if you have a true DVR.

How old are some of the recordings? I believe there is something like a 1-year expiration. But, I wouldn't be surprised if some networks may force Comcast to use a shorter expiration. As far as most networks are concerned, they would ban all DVR's and require everything be streamed or watched live.

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binaural2000

Contributor

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37 Messages

@andyross

Most of the 9 recordings I lost overnight last night were over a year old, although many of the other 15 I’ve lost this year were less than a year old.
I’ve heard that theory mentioned a few times by others, that networks could be forcing Xfinity to remove them. I’m just not sure that is what is happening in this case, since the recordings are from several different networks when they disappear together all at once.

I guess it’s all just conjecture/guessing on our end as customers, until Xfinity can either finally figure out the issue, and either fix it or explain it to us. Or, if there is some type of newer policy where they know they are removing recordings purposefully, please explain that to us instead.

2 years ago

XfinityBillie

Official Employee

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3.1K Messages

@binaural2000 Thank you for reaching out to us here on our Xfinity Forums! I'm truly sorry that this has been your experience and would love to look into how we can resolve this. If the recordings that you lost were more than a year old then it would have been due to a retention policy since recordings can only be saved for a year. If you lost other programming I'd like to look into this further. Please send us a DM with your full name and address to Xfinity Support.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

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2 years ago

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binaural2000

Contributor

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37 Messages

2 years ago

I guess I am just not understanding this explanation, that recordings can now “only be saved a year.” I still have recordings on my DVR that are over one year old, that have not magically disappeared like many others have. Per your terms, I am supposed to have 150 hours of storage per X1 box I have. I have 2 X1 boxes, so I should have 300 hours total capacity, correct?

So if I have approximately 40-50 hours of content total saved on my DVR’s, why are recordings still disappearing? Isn’t the whole point of recordings having to disappear only when you are running low on hard drive space?

Or has everything recently moved away from being stored on the hard drives whatsoever, and that is the issue? Is everything strictly cloud based now, and nothing can be saved on hard drives now anymore?

I personally know many friends and family members that all have recordings on their DVRs that are over one year old, favorite music programs/movies/programs for kids that they watch repeatedly, that have not disappeared. So this explanation is not making sense to me.

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XfinityDena

Official Employee

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2.9K Messages

Those are all great questions. You can record approximately 150 hours of HD programming on each X1 DVR TV Box. To see your current storage %, press the xfinity button on your remote, then click Saved, then Recordings. You will see the % full at the top-right of the screen, listed above your recorded programs. If you need more storage, you can purchase additional Cloud DVR storage hours with or without DVR equipment. In some areas you can upgrade your DVR service from your X1 TV Box by going to Main Menu > Saved > Recordings > Upgrade DVR Plan (located below the list of recorded programs).

The X1 DVR will automatically erase programs when space is needed. The DVR will delete the oldest recordings first. However, you can change the recording option to save For 1 Year. Sometimes some recordings may stay on the box for more than a year depending on space and retention policy but that being said can eventually be removed with the retention policy allowing to save for 1 year.

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

2 years ago

0

X1

binaural2000

PLEASE fix the issues with disappearing DVR recordings

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