Someone else’s recordings showing on my account!

Anyway to get @ComcastCares employees involved in this again? Many of these recordings are inappropriate and I have children in the house. Because they recorded on a system in Colorado and not Massachusetts the box cannot parental control them. 

In addition this started in January 2020 and as of August I am 8 months into dealing with this problem. I have been told 4 times it has been fixed for it only to happen again. 

Somebody needs to get this escalated to the higher ups. 

Executive Offices e-mailed me last night. Said this was fixed. 24 hours later the other accounts recordings are back on my box. 

My local news station is interested in doing a Solve It story on this. Maybe Comcast will fix this if the media has it on their local station in a major city.

8.5 Months of this. Enough is enough Xfinity! 

@ComcastCesar can I send you the PDF showing my box flooded with the other accounts recordings again? 

I have been communicating with the Executive Officer since the end of July. The rep emailed me last night who I have been dealing and said Engineering fixed the problem. Delete all the scheduled recordings and DVR Recordings that were not mine. 

This problem is ALWAYS TRIGGERED by a SYSTEM REFRESH or BOX REBOOT. Last night at 8PM my box had only my stuff on it. This afternoon we intentionally rebooted the box to see if the recordings would appear. Once the reboot happened my scheduled recordings were gone and flooded with the test account again. 

I e-mailed it to the rep at the Executive Office, but I am beyond mad at this point. I have tried to be patience with this, but I cannot be anymore. 

Sure, you can DM me

Hi @Tek sorry to hear this issue came back. I am reaching out to the engineering team responsible for it and see what we can find out this time. My fault for not getting back to you before.

@ComcastCesar sent and I also included who has been helping my locally in the Executive Office. They don't seem to have a direct line of communication with Engineering, but have made every attempt to help, but that goes back to June 29th. 

Just as an FYI to you I am having the same issues - recordings I have never even heard of (some in a language I do not speak) appear on my box and shows I actually recorded and want to watch are deleted and I can't find them on demand, etc.  It is very frustrating!  I too have spent countless hours on the phone with Xfinity "customer service" only to be told they don't know how to resolve the issue.  For the price they charge for their equipment, etc. it should never be necessary to do maintenance of any type.  I feel your pain - I am in the same situation as you.

@winger1960 Well you came to the right place because this is the only place I have recieved help on fixing this. They made changes to my account on Friday and we waiting to see if it fixes it.

One thing to check is do the recordings from the other account match your channel line-up? For exmaple, I have recordings from a CBS Station in Colorado and I live in New England. The reason I ask as my troubleshooting started with a MoCA Filter, which was not it. However, if you have a bad MoCA filter then you would be getting your neighbors recordings.

Mine are coming from another state halfway accross the USA. This started in January 2020 for me and was blamed on all types of things. Finally, Advanced Repair acknowledged what it really was. 

None the less, engineering Has made 3-4 attempts to repair my account without success. Hoping they get it this time. 

The only reason I have not left X1 TV is because I love it too much. However, the attempt they are making right now is my last. I am going on 9 full months of dealing with this and my family is ready to throw in the towel if it is not fixed this time. 

All I want is it fixed so I can go back to enjoying X1. Sadly, in our new COVID world it is my families only form of entertainment with some many things closed. 

I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

If someone knows how to escalate this issue, I would appreciate the help.  I am having the same problem, and the phone support did not help.    My online streaming application shows dozens of recordings that don't belong to me, but the cable boxes are not affected (yet).   It sounds like the problem requires an advanced level of support from Comcast to correct.  If someone could help me make that connection, I would appreciate it.  

Do they match your channel line-up? In other words, if the recordings is on channel 805 is your 805 is the same network as what the cloud states?

Also, in my case a system refresh would cause them to show in the box.