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user_uhxvsd
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5 Messages

Tuesday, September 17th, 2024 10:07 PM

Why are all my recordings going to the cloud, even though I pay for a DVR??? It is maddeningly slow to watch.

At the start of football season , suddenly all of my recordings get put on the Cloud. I do not want them on the cloud. I pay money to have a DVR so I can record them and watch later. I do not want to stream anything. It is slow and cumbersome.  Please stop doing this.  Why am I paying for a DVR if you keep putting everything on the cloud. I do not stream anything, for a reason. If this is the future of awesomeness, I do not want it! You need to refund me for the money I have paid to have a DVR.

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Updated 

1 month ago

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XfinityLinda

Official Employee

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1.4K Messages

2 months ago

Thank you for connecting with us here in our community about your DVR recordings, @user_uhxvsd. We are sorry, but we are not able to direct where the recordings are stored. In an attempt to improve the quality of your TV programming, have you replaced the coaxial, or HDMI cables? We would be happy to check the health of your cable services to ensure there are no other issues that would cause a delay in the playback. If we may, please send us a Direct Message with your full name and address. We look forward to your reply. 

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message. 

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user_4f126e

Visitor

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3 Messages

I hear you man. I am getting ticked off when the game is being recorded on the cloud. Ehich means I can't watch it later on FF1 speed. When nothing else is being recorded at the time and I have only used 30% of my DVR space. The coaxial post was [Edited: Language]. As all my games recorded on the DVR last year. And this year the majority are being put on the cloud immediately.  

(edited)

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2 months ago

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tbill1

Contributor

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653 Messages

"Majority" is not accurate-100 % since the start of the season is. 

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2 months ago

0

Shoelace600

1 Message

2 months ago

I have the same problem Xfinity's equipment [Edited: Language]

(edited)

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XfinityAlyssaA

Official Employee

 • 

1.7K Messages

Good evening and happy Tuesday, we hope you are otherwise having a wonderful week so far. I'm sorry to hear that you are having the same problem @Shoelace600 and appreciate you taking the time out to let us know. Rest assured, our team is here to help however we can. We'd be happy to run through some troubleshooting steps and if we need to take a closer looking, we'll have you send us a DM so we can run some diagnostics and if needed, get a ticket submitted over to our wonderful and knowledgeable Advanced Repair team for further investigation. 

 

To start may I confirm that you are having the same issue with your recordings going to the cloud? When did this issue start? Have you tried any troubleshooting steps yet such as restarting your box? You can try restarting your equipment by following the instructions on our website here https://www.xfinity.com/support/articles/x1-reboot-my-set-top-box. 

 

Please let us know as we want to ensure this gets resolved. We look forward to hearing back from you at your earliest convenience! 

 

I am an Official Xfinity Employee.
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2 months ago

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rpf75

Contributor

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52 Messages

1 month ago

Likewise….hate the cloud. It’s very slow to respond to button presses and the fast forwarding/rewinding isn’t smooth. Another thing it likes to do is sometimes jump all the way back to the beginning of the program when hitting fast forward. We’ll be 45 minutes into a one hour show and hit FF to skip a commercial and we can see the status bar move all the way back to the beginning of the show. 
DVR is much better than the cloud service and I wish there was an option to disable it. 

2

XfinityThomasA

Official Employee

 • 

1.8K Messages

 

rpf75 - We appreciate your feedback and the oppurnity to help troubleshoot! It sounds like it might be a connectivity issue. Where is your modem to your TV box? We will get to the bottom of this!

 

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.tick

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1 month ago

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user_4f126e

Visitor

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3 Messages

@rpf75​ I would love an option to disable the cloud and would do it immediately. 

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1 month ago

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