spartygolf's profile

Regular Visitor

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4 Messages

Sun, Dec 6, 2020 5:00 PM

Programs Disappear without being deleted

I have had a couple of recordings disappear.  They were not deleted because the would be in the delete folder.  They are just gone.  Husband watched half of one.

Responses

ComcastJoeTru

Official Employee

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6.7K Messages

6 m ago

Hello spartygolf. We appreciate you visiting and posting on our Forums. I can assist with troubleshooting your disappearing records issue. Have you been able to check online via Xfinity Stream app or Xfinity Stream on our website to see if you can access these disappeared records there?

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ComcastAmir

Official Employee

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6.3K Messages

6 m ago

OK, I have experienced this issue myself before and a simple reboot of the cable box resolved the problem. Have you tried unplugging the box for 20-30 seconds and then reconnecting it? If not please do so now. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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4 Messages

6 m ago

I looked on Streaming app, matches dvr.   

Regular Visitor

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4 Messages

6 m ago

Yes I have unplugged dvr.  Actually first thing I tried. 

ComcastChe

Official Employee

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6.1K Messages

6 m ago

Thanks for confirming. Have you recently transferred your services or swapped your DVR? 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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4 Messages

6 m ago

No I have not done any of that.  Three programs just vanished. A movie called Dear Santa, Disney Christmas Sing Along and A CMA Christmas.  So frustrating!  

ComcastChe

Official Employee

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6.1K Messages

6 m ago

I agree and totally understand your frustration. Thanks for providing examples of items that are no longer saved to your DVR. We can investigate this further. I want to review your account and then check to see if the engineers are currently investigating any known issues, and look for anything on the backend of your account that would be causing this. Can you send a private message with your first and last name and service address? To send a private message, click on my name, "ComcastChe," and then click send a message. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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