Why some DVR recordings won't delete?

From the Xfinity My Account app if you select the TV icon just select "Run a Diagnostic Check" at the top of the screen. If you can't delete your recordings after this, please use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support."

@XfinityJosephA​ I select the My Account App and I get three options: Account Details, Auto Pay Scheduled and Data Usage - nowhere does it mention Run a Diagnostic Check. Anyway I called Comcast twice tonight, spoke to two different agents who both ran diagnostic checks of their own and the problem is still not solved. It has been escalated and I am supposed to hear from Comcast tomorrow. One interesting thing I found out on my own: I go to "Saved": "Recordings" and click on "Recorded on". There it gives two options, "Living Room" and "All Devices". Under "All Devices" it lists ALL movies, both those I can delete and the ones I can't. Under "Living Room" it does NOT list the ones I can't delete. I don't know the difference, the only device that I record with is the one cable box I have. I guess I just wait til tomorrow to see what the techs have to say.

I appreciate the update and additional information. If you do send over a direct message with your name and service address we can see the pending work and do our part to help. 

@ww8944​ So apparently someone at Xfinity marked this ticket as "closed" without resolving the issue! Thanks a lot! I waited to hear from an agent today but they never contacted me because the ticket was closed! I finally gave up on this forum and called Xfinty and luckily I got thru pretty quickly. They are sending me a new cable box, express delivery, I should get it tomorrow. Hopefully that solves the issue. 

@char2014​ When I try to delete, it never makes it down to the "recently deleted" folder. I wish it would! At least that would be SOME progress!

@billmich88888​ Thanks. I did a search for "sync DVR", all it gave me was the standard 3 minute video for operating the DVR to record shows. nothing about what happens when the delete doesn't work. I was supposed to get a call or text from Comcast this morning and surprise! never heard from them. I waited and then called them. Now I am waiting again! for another call. I may have to make an appt to get a tech out here. I'm actually curious to find out what [Edited: "Language"] is going on.

You go to (gear on menu bar) or say "Device settings" and then scroll all the way to the bottom and click "sync DVR" The program not deleting has been randomly

happening to me for years and that method-as billmich88888 has suggested- has solved it every time.

I found out that the ticket had been marked as "closed" and I never heard back from an agent! So I gave up on the employees on this forum and called Xfinity. They are sending a new cable box, I should get it tomorrow. Hopefully they solves the issue. 

@ww8944​ I got the new cable box and that solved the issue. Unfortunately I lost many of the old recordings including Game 7 of the World Series. no problem, I know how the game ended.  the recordings that are left can be deleted.

@ww8944​ And THAT is the accepted answer.

@Debsfit​ Here is how Xfinity solved the problem - they sent me a new cable box. Incidentally that NEW cable box had other problems, after only two months of use. I had a Xfinity worker out here to install ANOTHER new box! 

There are some things that go wrong with the cable box itself, and the only apparent way to "fix" it is to get a new one.

Thanks for taking the time to let us know! Have you tried any troubleshooting so far? If not, would you be willing to try the troubleshooting listed in this thread? Please let us know if this helps, or if you're still having any issues after.

@Debsfit​ It didn't work for me either. I have been trying to delete 3 shows for a year now. They just won't delete. 

@user_e4c331 Thank you for reaching out to the Digital Care Team. Have you tried to sync the DVR? 

@user_09189d Hello, and thank you for reaching out regarding the storage on your new replacement cable boxes. I'd love to help ensure we get this cleared up for you and would like to proceed with provisioning your cable boxes. This should help clear up any errors with the stored recordings.

Please send us a Direct Message with your first and last name. The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle.