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foxes-1
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27 Messages

Sun, Jan 5, 2020 8:00 AM

Re: DVR recordings disappeared

I had a similar problem after getting a new DVR/set top box.  Although the DVR never showed more than 30% full, I kept losing programs.  I discovered that all of my recordings were going into the cloud only.  After a great deal of experimentation, I found that every one of the shows that I had previously programmed to record were going into the cloud only.  I also found that all shows programmed to record through the internet were also going only into the cloud.  I cancelled all of my future tv series recordings through the TV interface, than reprogrammed them (again through the TV interface).  The recordings now show up on the cloud and also on the DVR.  

You can get some idea how this is working by comparing the list of programs on "All devices" vs. any individual DVR in your home.

I must say, I am very disappointed that the internet interface does not work as it should.  I use it to find programs that I am interested in, but find that if I want to save the series to my DVR, I have to do the programming through the TV instead of just clicking on the record button on the internet interface.  I hope this gets changed in the future.

At least, this is how things are working for me and my system.  I would be interested to hear if other people are also experiencing this.

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Rustyben

Expert

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24K Messages

1 y ago


@foxes-1 wrote:

I had a similar problem after getting a new DVR/set top box.  Although the DVR never showed more than 30% full, I kept losing programs.  I discovered that all of my recordings were going into the cloud only.  After a great deal of experimentation, I found that every one of the shows that I had previously programmed to record were going into the cloud only.  I also found that all shows programmed to record through the internet were also going only into the cloud.  I cancelled all of my future tv series recordings through the TV interface, than reprogrammed them (again through the TV interface).  The recordings now show up on the cloud and also on the DVR.  

You can get some idea how this is working by comparing the list of programs on "All devices" vs. any individual DVR in your home.

I must say, I am very disappointed that the internet interface does not work as it should.  I use it to find programs that I am interested in, but find that if I want to save the series to my DVR, I have to do the programming through the TV instead of just clicking on the record button on the internet interface.  I hope this gets changed in the future.

At least, this is how things are working for me and my system.  I would be interested to hear if other people are also experiencing this.


go to recordings and press down/up and go to 'recorded on' and press OK. do you happen to see two with same name where old one shows up? I have an open ticket right now having same issue and recordings are still being scheduled on two old boxes instead of the new set top boxes.

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foxes-1

Contributor

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27 Messages

1 y ago

Yes, it shows 2 DVRs with the same name, even though I have only one DVR.  One was there before switching to the Super Triple Play package.  When the technician set up the package, I wound up with 2 DVRs listed with the same name.  Only one of the DVRs has anything recorded on it, the other has nothing.

Rustyben

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24K Messages

1 y ago

I promoted your posts to a separate thread and I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

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Official Employee

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2.5K Messages

1 y ago

Hi, foxes-1. Thanks for posting and for coming here for support. I would like to investigate this issue further for you. If you can send me a private message with your first and last name I can take a look at your service and DVR information in order to narrow down the cause of the issue a bit more. 


To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.

 

I will meet you there. Thanks!

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Visitor

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1 Message

18 d ago

Programming is disappearing from my DVR and I notified comcast of this a month ago. They said they would follow up but have not.

Official Employee

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253 Messages

Hello and Happy Sunday, ! I hope you’re having a great weekend! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs!

 

Going forward, I'm sorry to hear about the DVR recording issues impacting you as well along with the delays in follow up from our end as I know this can be frustrating! I'd now like to take a closer look and provide you with all the information you need.

 

To get the ball rolling on this process, please send us a private chat message by selecting the “chat” icon on the top right side of our page and then using our singular Xfinity Support handle (not an agent name) to get started. Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements. Thanks again for both your time and patience!

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