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Visitor

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1 Message

Sat, Jun 5, 2021 4:36 PM

Signed up for 300-hour “premium DVR” service, capacity hasn’t changed on box

Earlier this week, I discovered a FAQ page on Xfinity’s site saying you can call in to upgrade from 150 hours to 300 hours of cloud DVR storage. I don’t have the “upgrade storage” option in my X1 menu, so I called in, and a rep added the $10 premium DVR package to my account.

So far, so good. But my box’s capacity indicator never went down. It was hovering around 100% (which is why I wanted to upgrade in the first place) and nothing changed except that I’m now paying another $10/month.

I have spoken to 5 or 6 agents on the phone this week who have refreshed and restarted my box a bunch of times to no effect.

Evwntually I was connected to an advanced tech support team, who tried to “refresh my account”. When that didn’t work, I was told I needed a new box with 300 hours of storage, which I could get from the Xfinity store.

I have an XG1v4 and suspected this was false, since I was upgrading my cloud DVR storage, not local storage. Sure enough, when I went to the Xfinity store, the gentleman helping me said he didn’t know what the tech support rep was talking about, and getting a new box wouldn’t do anything for me.

What now? I’m paying an extra $10/month and literally no one at Comcast seems to have any idea what this premium DVR service is or how to get it working.

Official Employee

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369 Messages

6 m ago

Hello and Happy Monday, user_9d0b39! I hope you’re having a great week so far! 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 truly sorry to hear about the DVR storage upgrade issues you're having with your primary 4K DVR! This is definitely not the experience we'd like for our valued customers to have especially considering all the hassle you've been through in trying to resolve this! I would really love the opportunity to help.

 

So that I can take a closer look on the backend and utilize the tools we have to correct everything, please send us a private chat message by following the process that our very own Communities Expert, BruceW so graciously outlined here:

  •    Click "Sign In" if necessary
  •    Click the "Peer to peer chat" icon or https://comca.st/3gjHgso
  •    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

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!

New Poster

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3 Messages

@XfinityJosephC 

I am having the same experience.  Can you tell me how this was resolved?

Official Employee

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3K Messages

Hey, @BriMercer! Thanks for reaching out to us. I apologize to hear that you are running into the same issue. I would like to have a look at the backend system to see what could be going on there that's not showing you the 300 hours of cloud dvr space. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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3 Messages

1 m ago

user_9d0b39,

I had a very similar experience and was wondering if you ever resolved this.  My situation is slightly different. I will describe it as succinctly possible.

1) I had 124 recordings taking up 66% of my DVR when I received the message that I could upgrade to 300 hours. I immediately signed up and a few minutes later the gauge read 124 recordings taking up 33%.  So far so good. I had doubled my storage.

2) Three days later, the gauge changed from back to 66% of my DVR.  I called Xfinity the person on the phone said that they could see my cloud storage and it totaled 33%.   I explained if my DVR box saw my storage was 66% full, it would start deleting recordings, no matter what their cloud storage space said.  As a test, I recorded a bunch of new things in the next few days and, sure enough, it soon said my DVR was full and started deleting old recordings.

3) Xfinity sent a tech out to swap out my DVR.  The DVR went from 124 recordings to 95 recordings, but the total % gauge was no longer visible.  I had to manually take screenshots of my recording and use a spreadsheet to determine how much space the DVR was using.  I determined that 95 recordings totaled about 138 hours.  Since I should I have 300 hours of free space, I started recording football games.  After three football games, the DVR started deleting old recordings.

4) I went into an Xfinity store and the person who helped me said that the new DVR box didn’t seem to be talking to the cloud storage. She gave me a new box.  Again, new new box didn’t display a % full gauge, only that I had 95 recordings.  I called Xfinity again and they said I had 33% of my space full, exactly as expected.  I explained that my DVR % gauge wasn’t visible. The tech sent a refresh signal to the box, and and the % full gauge appeared reading 4%.  Clearly, it’s showing the % being recording on the DVR’s hard drive, not my total 300 hours space.

If it hadn’t worked properly for three days, I’d say I might be miss-informed about how things were supposed to work, but it functioned properly for 72 hours!

The only thing I know for sure is that I’m paying $10 more a month for DVR storage I don’t appear to be able to access and no tech person seems to be able to resolve it, the very same experience that you’ve had.

Were you able to resolve the situation?  What happened? 

Visitor

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1 Message

8 d ago

I'm having the exact same experience as BriMercer. My indicator went from about 95% full to about 47% full for a few days then reverted back to the original percentage. Please explain to everyone what is going on here.

Visitor

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2 Messages

2 d ago

I’m reluctant to upgrade my DVR plan to 300 hours and found this forums post by accident via Google Search just trying to find out the DVR Plan Upgrade cost.

Buy having found this post with so many folks having a similar problem I’m beginning to wonder if the DVR lacks a hard disk that can accommodate the added capacity that’s required.

Would be nice if someone can update this thread noting how Xfinity resolved their issue. I’m definitely holding off for now…

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