ww8944's profile

Contributor

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42 Messages

Wednesday, March 8th, 2023 1:52 AM

Why some DVR recordings won't delete?

I use the DVR frequently to record movies and shows. most of them I delete after watching. However I've noticed some of them simply will not delete. I will press "delete" and a message comes on, "____ will be deleted", and yet it just stays there. Wondering if anyone else has ever had this problem and how they dealt with it.

Official Employee

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835 Messages

3 months ago

Hello, @ww8944, this is definitely not common, but we will do all we can to help. Have you tried refreshing your system? I would start by resetting your cable box and running a diagnostic check on your DVR using the Xfinity My Account app. After resetting everything try to delete those recordings again. 

ww8944

Contributor

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42 Messages

3 months ago

Joseph, I refreshed and then went to the Xfinity My Account App. Nowhere did I find a way to run a diagnostic check on the DVR. Could you give me more info on where to find this diagnostic check? by the way, even after refreshing, the problem still exists. Certain shows simply won't delete. As there is an extra fee after a certain amount of storage is exceeded, this is a problem.

(edited)

Official Employee

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835 Messages

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."

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick
ww8944

Contributor

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42 Messages

@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.

(edited)

Official Employee

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835 Messages

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. 

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
ww8944

Contributor

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42 Messages

@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

Contributor

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59 Messages

3 months ago

I scroll down to recently deleted and empty that folder by permanently deleting those shows. Then I press the xfinity button, saved, recorded and then the deleted show is usually gone and the recently deleted folder has it. 

ww8944

Contributor

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42 Messages

@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!

Contributor

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780 Messages

3 months ago

find the "sync DVR" - that will clear it out

ww8944

Contributor

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42 Messages

@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.

(edited)

tbill1

Contributor

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500 Messages

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.

(edited)

ww8944

Contributor

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42 Messages

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

Contributor

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42 Messages

@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

Contributor

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42 Messages

@ww8944​ And THAT is the accepted answer.

Visitor

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3 Messages

21 days ago

I’m having the same problem. I’ve tried the Sync DVR and it doesn’t work for me.  All the newer shows can be deleted, but these are older ones, and I can’t get rid of them.

ww8944

Contributor

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42 Messages

@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.

(edited)

Official Employee

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550 Messages

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.

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

Visitor

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1 Message

@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. 

Official Employee

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1.1K Messages

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

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

Visitor

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1 Message

9 days ago

I recently was told by xfinity i had to replace 2 boxes. I did that and now my DVR is 47% full of some shows that were not recorded by my family. None will delete and i have followed the directions above. 
like i think i have that gentlemans Game 7 World Series…makes no sense..

Official Employee

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829 Messages

@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.

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
ww8944

Contributor

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42 Messages

8 days ago

You have Game 7? Enjoy! As I said earlier the replacement cable box had to be replaced. The original cable box was large and had a time display. Each of the replacement boxes were smaller and cheaper looking. Just hoping I don't have to get a 4th box!

(edited)

ww8944

Contributor

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42 Messages

8 days ago

I turned in the original cable box to the Merrillville, Indiana Xfinty store. Sounds like they gave it to you!

hevy

Contributor

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41 Messages

8 days ago

I came here for the same reason. I have been deleting the same shows for 5 days, (scheduled recordings) it says they have been cancelled, but they keep coming back, the same two shows. I just spent 20 minutes deleting them again, went back, they are all back, both DVR and the app. I'm sure I need a new box, but there are so many things set for record in the future I probably will forget, and a new box will lose them all.

(edited)

skintime

Contributor

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267 Messages

3 days ago

I'm the opposite. My DVR movies and programs delete themselves. Just recorded the ESPN 30for30 about the Mets for the 3rd time, because the other two times all 4 episodes vanished. Same with other shows and countless movies that I have lost. Nothing ever done about it

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