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user_9785b3
1st Topic
Originator

Visitor

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2 Messages

Saturday, September 11th, 2021 12:55 PM

Closed

Recordings Disappear

For the past month, I have been going into my recordings. One day, I will go into recordings, watch one, and then I get out and most of my recordings just disappear. I did not delete them, they are not in the deleted recordings area, and my recordings are not full. They disappear and sometimes come back the next day, but other times, they are just gone. This is very frustrating because I want to watch all my recordings but cannot when they unexplainably disappear. Considering switching services. 

Question

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Updated 

3 years ago

5.4K

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user_c8b21c

Contributor

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49 Messages

3 years ago

well I find again I lost 2 more recordings last night to now total 21 gone.  all selected on some random basis.  and again not a storage problem but comcast at their back office is deleting peoples recordings.  regardless of the amount of cloud storage you purchase the recordings on your hard drive are being deleted.  sorry you paid for the upgraded DVR cloud storage.

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user_49c0fd

Visitor

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6 Messages

3 years ago

I lost more myself. I once had 46 tv and movie recordings. Then, all of a sudden I only had 26. I just now noticed I have only 24. Why can't anyone from Xfinity tell us what is going on, and why we cannot get our recordings back.......or refund or money we pay for this service??

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user_c8b21c

Contributor

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49 Messages

@user_49c0fd​ I have been working with a guy on their executive care team and he hasn't been able to do anything about it.  He tells me engineering says it's my box that is the problem.  But when the tech guy came out he said my DVR box was fine and the issue must be "back office".  I've seen about 20 other postings on this forum of people having the same problem.  And comcast isn't doing anything about it.  And I don't know of any work around.  It happens during the nightly "system refresh".

3 years ago

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CCKorie

Problem Solver

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1.1K Messages

Hey there, @user_49c0fd. I am sorry you have yet to hear back from us. I'd be happy to take a look and see what we can do to try and get the recordings back. Can you send us a DM with your name and address? 

 

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person", but don't do that.

Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

• Type your message in the text area near the bottom of the window

• Press Enter or tap the > icon to send it any of those platforms will be able to assist. :)

I no longer work for Comcast.

3 years ago

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user_c8b21c

Contributor

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49 Messages

a direct message to you won't do anything.  you can look up my escalation ticket number esl04157948 and see how many people have come up with zero solution to this ongoing DVR problem.  This is a back office problem you need to fix.  No amount of troubleshooting will resolve and in fact...when on the phone with a tech guy he did a system refresh and another recording was lost in the process.  I'm sure there is a way to restore the 21 deleted programs but nobody is doing it and I continue to pay for the service but you keep deleting my recordings.  So look up the account....you'll see.

3 years ago

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user_7e1c15

Visitor

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1 Message

3 years ago

We have the same problem. Recordings disappeared (not all on the same day) and so far none have come back. My wife spoke to a Comcast employee who walked her through all of the suggestions made on the posts here and then was told that Comcast deleted them by accident and she would have to re-record. 

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user_fd3048

Visitor

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1 Message

3 years ago

Xfinity - please help.  I am not going to go into much detail here, since it seems many are having the exact same issue.  I continue to lose recordings while my DVR space usage has not gone above 30% (actually closer to 25%, but padding it to be safe).  The extra money spent on the upgraded DVR plan looks to have been wasted.  I REALLY want these recordings back...

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