"To record, you'll need a DVR subscription"

I moved from Massachusetts to Pennsylvania in December. When I got the new service, I was told it was in a bulk area or something like that. When I got everything set up I saw I could no longer record anything either through the Stream app/website or X1 box. I assumed it was because we were in bulk and let it go.

Since NFL Regular Season is about to start up I wanted to make sure I could DVR games so I went to my Xfinity Store and asked to get DVR added. The customer service rep looked at me funny and said "You know you get 20 hours free, right?" Well whenever I try it says "To record, you'll need a DVR subscription". The CSR said he'd remove and re-add DVR service to see if it fixed anything; It didn't. I got home and it was the same.

I immediately tried to get support via chatbot but it kept not adding me to the agent queue. The one time I got in it, I got disconnected because my phone rotated and it started the whole thing over; that's just bad development.

So I'm asking here what in the world can be done about this? Xfinity Store was useless.

Responses

U

user_qjefbz

1 Message

3 months ago

I have the same issue. Haven’t been able to talk to a live agent to get this fixed.

1

XfinityEmilyB

Official Employee

•

1.7K Messages

@user_qjefbz Welcome to our community forum! You've reached the perfect place to get help with your Xfinity DVR. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

0

XfinityJeniece

Official Employee

•

2.4K Messages

2 months ago

Hey there, ElQueue, thanks for reaching out through Xfinity Forums regarding your DVR services. I know how important it is to be able to watch the NFL games and we want to ensure you can record them so you don't miss any of the action! We are here to help!

I would love to take a look at your account. If you can please send us a Direct Message.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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.

0

XfinityEva

Official Employee

•

1.3K Messages

2 months ago

ElQueue Thank you for working with us on adding the DVR to your account. Since Bulk accounts are charged differently than a regular account, sometimes there are additional fees like an HD Fee that need to be added for the DVR service to work. (This is all depending on what your location has set up with us) Thank you for working with us through direct message to solve this! :)

0

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ElQueue

"To record, you'll need a DVR subscription"

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