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JamesH1
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3 Messages

Friday, April 26th, 2024 2:20 AM

recording deleted from DVR even though not over limit

So today when I got home from work I checked the DVR and noticed that my 6 oldest recordings had been deleted even though I was not over my 20 hour limit. I did notice in the last day or two that the %full indicator has been fluctuating and giving displaying inaccurate numbers. Any way to get these recordings back? They should not have been deleted.

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5 months ago

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XfinityThomasD

Official Employee

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867 Messages

5 months ago

 

JamesH1 Thanks for posting on our Community Forums. For the recordings in question, were they recorded almost or over a year ago? There is a setting for the recordings that would auto-delete them after a year, but we can run through some steps to see if they are able to be recovered.

 

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JamesH1

3 Messages

The oldest recording left on my DVR now is from January 30. So I would say the recordings that got deleted were maybe 4 to 6 months old.

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5 months ago

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XfinityAlyssaA

Official Employee

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1.5K Messages

Thank you for confirming that the recordings that got deleted were about 4-6 months old, we appreciate it @JamesH1. Are you able to try to instructions listed here https://www.xfinity.com/support/articles/x1-recover-a-recording to see if you can recover your deleted recordings? Please let us know! 

 

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.
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5 months ago

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JamesH1

3 Messages

I tried this. It did not work.

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5 months ago

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XfinityBradM

Official Employee

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540 Messages

Thank you for attempting to recover them through the self-service option. We can check on our end if we are able to recover them. If you could please send me a DM with your first and last name along with your full-service address, we can get started looking into the missing recordings.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

See https://comca.st/3KQF8q9 for an example.

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

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5 months ago

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XfinityEmilyB

Official Employee

 • 

1.6K Messages

5 months ago

@JamesH1 Thank you for working with my team on the community forum. We are available here every day, so please reach out if you ever need anything in the future. You can also manage your account, troubleshoot, and get help through the Xfinity app. Thank you for your continued loyalty and I hope you have a great rest of your day! 

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