Recording on DVR are skipping

I totally agree.  We thought it was our DVR and started unplugging, refreshing, running down all the cords and on and on and on.  Almost took it in today to swap it for a new one, which would mean I loose all the recordings.  Glad I googled it and found out it was a nationwide issue.  An outage note with details on the home page would have saved all of their customers from doing this.

Have you ever tried using the Chat feature?  I seem to have much better luck with that and then I have a written record if I need it in the future.  The rep did all he could without making me jump through all the hoops first.  They still have no ETA, are compiling a list of all customers who called in with a problem, and credited my account $5.  I told him I thought that was insufficient and that I  thought they should add up the charges for the DVR service and DVR box and do a pro-rated credit once the problem was resolved.  He said he would do that.  I also think that they should do this for all customers, regardless of whether they call to complain.  They know when the problem started, what service areas are affected, and who pays for that service; and will know exactly when it is resolved.  It would be easy for them and it's the right thing to do.

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@Gkoetzner wrote:
Thanks for the explanation, but why does my hdd show 57% full if everything is stored in the cloud? Why have a hard drive at all? At least with my TiVo I could watch recorded programs with no signal. With x1 I need to have an active connection to watch recorded shows and that seems bogus.

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You need to understand how the DVR and Cloud recordings work with Xfinity.   When you record something onto your DVR it does record onto the onboard HDD.   However with the Cloud option it also records the same program in the "Cloud" on Xfinity servers.   Depending on which DVR you are using you probably have a 500 GB hard drive.   The Cloud will only save the last 60 hours of recorded content.
The cloud recordings are there to access via other means if you are not "in home" and do not have physical access to the DVR content.   For instance I can sit in my car, etc and view the recording content of my DVR(in the cloud) as long as I have a fast enough internet connection.

What to watch out for is the DVR HDD will hold a lot more recordings than the Cloud will retain however.

I'm in New Jersey, across from Philadelphia.

Super frustrating to see that Comcast continues to hike rates and fees with little to show for it. It's no wonder some are cutting the cord and finding alternative means for video entertainment. I've been on the fence now for a while....this may finally be what I needed to push me to take the leap. 

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@schnappsy wrote:

I find it interesting that not one Comcast employee could take the time to post in this forum to let people know what is going on and that it’s a national issue. Wouldn’t you all have accepted that answer and not flooded the forum with comments? Just a few minutes of time would have made a huge difference. 

 

Another thing, why should I have to call Comcast and spend 30-60 minutes on the phone trying to get a $5 credit? My time is worth more than $5 an hour. They know the issues were all over the country. Do the right thing and for heaven’s sake, do your job. No need to get customers whipped into a frenzy for something that could have been answered here. 

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Déjà vu all over again.  Same pattern of poor communication that we saw when the ability to set a recording via the Stream app was removed back in Nov 2017.  Most customers probably don't even know these forums exist.  Just think of the hours that were unnecessarily wasted by users researching that issue when a simple email or text message could have been issued.  My $.02 ...