Well good luck cause I've now lost 18 recordings in the past 4 weeks and have talked to everyone at Comcast...they are doing nothing about it. I even had a tech guy come out and he said my equipment was fine and that it must be a "back office" issue. Many other customers are having this problem but they still do nothing about it. Even talked with a senior tech guy at comcast today and he couldn't figure out anything. My recordings are being deleted on a random basis...not by age. Even recordings in the cloud are getting deleted and this has nothing to do with storage capacity. I have plenty room for more recordings. Wish they would admit to the problem and fix it.
Hello, @user_ffdde9. I would like to look into your recording issues further with you to see why they're being deleted. Did all of your recordings get deleted or only select ones?
you would be about the 20th person looking into this with no solutions. lost another one sunday the 22nd so now have lost a total of 19 recordings. not all my recordings...just seemingly selected on a random basis and not due to how old they are. Some lost were cloud recordings that just were deleted. Again it's not lack of storage space and happens during the system update you do every night. and it is not my equipment.
It’s been four months since the deletion began with one episode per week or more being deleted from my DVR. Now it’s worse than ever. Yesterday I had three recordings deleted and today I one. My storage capacity always remains below 50%. Some recordings are more than 2 years old but they do not seem to be deleting them in chronological order and no recordings under 12 months old has been deleted yet. I’m starting to think they might do it every day for the rest of my life and with no way to fix this or restore the missing recordings. Is anyone else having this experience or have any suggestions?
@user_395287 I am still having this issue and it's been happening since January. I talked to a new gal at their executive services because my old guy closed the ticket probably in frustration. I asked this gal does anyone read this forum because so many customers are having this problem. she told me the only way to get their engineering departments attention was if the number of phone calls reached a certain point. and the number you want to call is 866-642-4868 and they actually answer it. Tell them you are having the same issue with the DVR lost recordings as so many other customers. And get her to give you a ticket number and set follow up dates with him/her. Not that it will solve anything because again I think this is happening and they are well aware of it. Please call the number.
HI there! Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum @user_395287. We re so glad to hear from you and want to assist in any way that we can to get this taken care of for you. No worries! You are reaching out to a team of experts ready to do whatever we can to get things straightened out for you. So that we can get things started, please feel free to shoot us a private message with your full name and complete service address. That way we can get a closer look at things. 😉
To send a "direct message" / "private message" message to Xfinity Support:
• 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
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.
Exact same here- multiple recordings just disappearing one by one overnight the last few weeks and I am so sick of it. 6-8 or so gone here the last few weeks and I am nowhere near recording capacity. Drives me insane, especially when 1 was a music performance not available on demand or purchase anywhere that was very important to me.
From my past experience, once it starts getting really bad, and you lose dozens and dozens, they just try to push you to get new boxes. Then voila 4 years later or so all your recordings start disappearing again on your next set of boxes, rinse and repeat over and over.
It would be nice if they would be able to fix the root problem of why this happens as it has been recurring off and on for years with no explanation of why it happens.
@binaural2000 again if you are experiencing this DVR problem please call their executive care team at 866-642-4868 or it will never be addressed. It's not your equipment...it is happening each night during their system update and until they receives many many phone calls they won't do anything about it. Get an escalation ticket number attached to your call. They pick up their phones and you can speak to a live person. skip the customer service number...all they do is basic troublshooting which does nothing and then they will tell you to get a new box. They want everyone to get a new box. Which means then you will lose all your recordings. Call the number
Thank you for reaching out to us regarding the recordings that your not finding. I would like to assist you a take a look at what is going on. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
I’m still having this issue for nearly 6 months now. Today I just lost an episode of a show connected to 30 minutes of an episode of another show. I still don’t want to loose another recording every day for the rest of my life until I ended up with 0 recordings. Has Xfinity figured out the problem yet?
@user_395287 OK unless you are willing to swap out all of your equipment for new...in which case you will lose all of your DVR recordings and have to start all over...here is what I have done to stop Xfinity from deleting my recordings during the nightly system update. I unplug my DVR every night now...both the cable connection and the power cord. Just like you unplug your computer. This stops the nightly update from effecting your equipment. Then I plug it back in the next day both power cord and cable and I haven't lost any more recordings. Again this is a back office problem at Xfinity that they won't acknowledge. I bought some "quick connect" cable connectors so you don't have to screw it in all the time...you just push in the connector. So much easier with this problem.
user_c8b21c
Contributor
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49 Messages
3 years ago
Well good luck cause I've now lost 18 recordings in the past 4 weeks and have talked to everyone at Comcast...they are doing nothing about it. I even had a tech guy come out and he said my equipment was fine and that it must be a "back office" issue. Many other customers are having this problem but they still do nothing about it. Even talked with a senior tech guy at comcast today and he couldn't figure out anything. My recordings are being deleted on a random basis...not by age. Even recordings in the cloud are getting deleted and this has nothing to do with storage capacity. I have plenty room for more recordings. Wish they would admit to the problem and fix it.
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CCStephanieK
Problem Solver
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909 Messages
3 years ago
Hello, @user_ffdde9. I would like to look into your recording issues further with you to see why they're being deleted. Did all of your recordings get deleted or only select ones?
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user_c8b21c
Contributor
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49 Messages
3 years ago
you would be about the 20th person looking into this with no solutions. lost another one sunday the 22nd so now have lost a total of 19 recordings. not all my recordings...just seemingly selected on a random basis and not due to how old they are. Some lost were cloud recordings that just were deleted. Again it's not lack of storage space and happens during the system update you do every night. and it is not my equipment.
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user_395287
Visitor
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6 Messages
3 years ago
It’s been four months since the deletion began with one episode per week or more being deleted from my DVR. Now it’s worse than ever. Yesterday I had three recordings deleted and today I one. My storage capacity always remains below 50%. Some recordings are more than 2 years old but they do not seem to be deleting them in chronological order and no recordings under 12 months old has been deleted yet. I’m starting to think they might do it every day for the rest of my life and with no way to fix this or restore the missing recordings. Is anyone else having this experience or have any suggestions?
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binaural2000
Contributor
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37 Messages
3 years ago
Exact same here- multiple recordings just disappearing one by one overnight the last few weeks and I am so sick of it. 6-8 or so gone here the last few weeks and I am nowhere near recording capacity. Drives me insane, especially when 1 was a music performance not available on demand or purchase anywhere that was very important to me.
From my past experience, once it starts getting really bad, and you lose dozens and dozens, they just try to push you to get new boxes. Then voila 4 years later or so all your recordings start disappearing again on your next set of boxes, rinse and repeat over and over.
It would be nice if they would be able to fix the root problem of why this happens as it has been recurring off and on for years with no explanation of why it happens.
2
0
user_395287
Visitor
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6 Messages
3 years ago
I’m still having this issue for nearly 6 months now. Today I just lost an episode of a show connected to 30 minutes of an episode of another show. I still don’t want to loose another recording every day for the rest of my life until I ended up with 0 recordings. Has Xfinity figured out the problem yet?
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user_395287
Visitor
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6 Messages
3 years ago
I finally figured it out what’s going on the DVR disappearing problem. It was the occasional DVR nightly reboot.
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