skintime's profile

Contributor

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257 Messages

Thu, Sep 22, 2022 5:15 PM

Vanishing DVR Recordings

My DVR recordings are vanishing at a record clip now. Just checked and in the last couple weeks I lost 2 of my 4 recordings for the Mets 30 for 30 Once Upon a Time in Queens. Recorded all 4 of them and now I have only 2 left. Same with my recordings of Ken Burns Muhammad Ali doc. on pbs. Recorded all 4 and now only have two left. Can't get them back because they are not on-demand. would have to buy them if I wanted to see them again. This has been going on for years and there have been countless threads about it and nothing has been done. I have much older recording than the latest ones to disappear but they are still there. No rhyme of reason to it. they just vanish. I guess the moral of the story is don't record anything expecting to keep it for awhile. Really frustrating

XfinityGabby

Official Employee

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712 Messages

3 months ago

Hello @skintime, thank you for reaching out to our Forums team. We certainly understand how frustrating it is to have a show deleted. You can go to the following link: https://comca.st/3C7QuEr that will give you step by step instructions on how to recover recordings.

skintime

Contributor

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257 Messages

@XfinityGabby​ Oh please. They don't appear in the deleted recordings, they just vanish. I recorded the 4 part Muhammad Ali doc on pbs. 3 of them are now gone along with dozens of other recordings over the years

XfinityPaula

Official Employee

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392 Messages

Since they are not showing in the deleted folder I would love to take a look and help restore them to the account. There are times that you can simply Sync DVR and the recordings reappear, but we may have to bring this to our repair teams. Do you happen to use the Xfinity Stream app? I am curious if the missing recordings show there and not on the cable box. 

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skintime

Contributor

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257 Messages

The stream app has fewer recording than I have on my tv. This has been happening for years but seems to be amping up now. I still have recordings from 2019 yet my more recent one are the ones vanishing. Recorded 4 part espn series on NY Mets last year now 3 of the parts are gone. Same with the PBS Muhammad Ali doc, recorded all four parts and only have one left. Too many more to even name. [Edited: "Language"]. And they are not available on-demand I would have to buy them if I wanted to see them again. Always record under until space is needed. Just frustrating, you think you have a series or something like that saved and poof, it is gone

(edited)

XfinityJorge

Official Employee

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541 Messages

Gotcha! Thank you for verifying that and we are happy to take a deeper look into this for you. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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Contributor

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27 Messages

2 months ago

This has been happening to me as well since I moved 5 years ago. I don’t always notice right away that something is missing because I obviously don’t keep a running list in my head of all my recordings and verify it each day that they are still all on the dvr. I know within the last few months a bunch of music/concert type shows I’ve recorded over the years to watch over and over are gone. An episode of Samantha Brown travels, Finger Lakes is gone. One of the Avengers movies. Dazed and Confused movie. The only thing I can come up with is that if it is no longer available as an On Demand program then they also delete it from our dvr. I think this since every time I do notice something is gone, I cannot find it On Demand either, or if it is there it is something I must now purchase. Like others, these shows do not show up in Deleted folder. I also don’t buy the answer of if it’s over a year old it gets deleted because I do still have some recordings older than a year. I do believe every show that has disappeared may have been over a year old but that is not the reason they disappear. My opinion is that none of our recordings should ever get deleted if we the customers do not initiate the deletion. If we run out of dvr space, stop new recordings from occurring. There should be nothing in any Xfinity software to delete users dvr recordings.

skintime

Contributor

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257 Messages

@Dennisnlaurie​ Yep. I have recordings from 2019 but my more recent ones are vanishing at a record clip. Just noticed Schindler's List is gone. Great. Now to view one of the best movies ever I have to pay for it when it should be in my library. All of my 4 recordings for the 4 part 30 for 30 Once Upon a Time in Queens are now gone. My 4 part Muhammad Ali doc. by Ken Burns poof, gone. This has been happening for years and I have posted countless times about it and nothing has been done except for some guy who doesn't even work for comcast coming on here telling me that "me too" threads are not allowed. I guess we have to live with it but it doesn't seem right

XfinityDaryl

Official Employee

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644 Messages

There is an option when managing your recordings where you can choose "save for 1 year," and those will not be replaced by other recordings. Please note that the retention is not longer than 1 year. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Contributor

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27 Messages

Saving for one year will not solve the issue. I was actually told in a post I started last year about this issue that there is an option to “save until I delete”. I responded that I do not have that option and wanted to know which app had that or how to access that through the X1 tv software and never got a response back. I definitely think a “save until I delete” option is needed. There is no reason why we shouldn’t be able to save recordings longer than a year. As well, as we’ve said and there are numerous other posts with others saying, we have many programs on our dvr that are older than a year, most likely recorded as “save until space is needed” yet they are being deleted randomly when space isn’t needed and they do not show up in Deleted Recordings, they are just poof, gone.


Your software engineers need to look through the software for every instance they have set up to delete recordings and determine why these programs are being deleted.

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