binaural2000's profile

Contributor

 • 

18 Messages

Wed, Feb 24, 2021 6:00 AM

X1 dvr recording limit changes/problems?

I’m so confused about what is going on with my x1 this morning. I have 2 x1 dvr boxes, percentage full has consistently stayed around 22-25% full the last several months with around 130 recordings give or take. All of a sudden this morning, my system says 91% full. There is a new notice in my menu saying you are limited to 150 hours of recordings and do I want to upgrade for another $10 a month?
What is going on? Did this pop up out of nowhere for anyone? I don’t recall seeing any notices of major changes or anything. I already have 2 x1 dvrs, the official Comcast site says I should then already have the “300 hour limit” due to that. I’m so confused what is happening, why my system changed so drastically overnight, and why it is trying to get me to “upgrade” to something I should already be getting. Does anyone have any advice what I should do? Just thought I’d try posting here first as I am dreading having to call in for this if it’s a new issue that isn’t even known much yet or not.

Responses

Official Employee

 • 

220 Messages

7 m ago

@binaural2000, I understand your frustration. As a consumer myself, I am certainly unhappy when I lose a service or get an unexpected higher bill. I would be happy to do an account review with you.

 

Please send me a private message. To send a private message click my name "ComcastAnna" and select "Send Message" from the dropdown. I look forward to hearing from you!   

Tek

Problem Solver

 • 

631 Messages

7 m ago


@ryanshmyan wrote:
How can you compare the cloud and DVR percentages?

You have to message the employees here. They told me I had 82 hours used of 150, which matched the percentage shown on my box. I know of no other way to check. The STREAM App does not show the cloud usage. 

Tek

Problem Solver

 • 

631 Messages

7 m ago

Important Update as to why the percentage of used space changed: 

 

I did a System Refesh and it did not change anything, but I think I figured it out. The previous Comcast Employee told me I had 82 hours FREE SPACE on the Cloud out of 150. That means I have 68 hours used or 45%, which is what the cable box is reporting used. It appears this latest update ONLY SHOWS CLOUD USAGE now. To test this, I went and deleted old recordings off my DVR that I know were not in the cloud. It did not change the % of used space on the DVR Screen, but did reduce the total recording count on the box. After deleteing, several old local recordings from the box the percentage stayed at 45%. THEN, I checked my cloud and deleted a few cloud recordings. Then the box reported I had only 44% used. The conclusion is that this new update now only shows cloud recording space. They really should have made an announcement about this. Thank for your help. I am all good now. Hopefully they will fix this in a future update. 

Brocktoon

Regular Contributor

 • 

125 Messages

7 m ago


@Tek wrote:

Important Update as to why the percentage of used space changed: 

 

I did a System Refesh and it did not change anything, but I think I figured it out. The previous Comcast Employee told me I had 82 hours FREE SPACE on the Cloud out of 150. That means I have 68 hours used or 45%, which is what the cable box is reporting used. It appears this latest update ONLY SHOWS CLOUD USAGE now. 


That makes sense, but I hope this isn't an indication that Comcast will eventually be moving everyone to cloud only.  I have a decent sourround sound set-up and the cloud recordings currently only playback in 2.0 stereo.  The hard drive DVR keeps the audio in the format originally broadcast

Contributor

 • 

18 Messages

7 m ago

That sounds interesting and could make sense. My system does not appear to be working like that at all, would be interesting to know if there’s been some change like that for everyone.
I’ve experimented quite a bit today, shot up from 24% full last night to 91% full this morning. When I delete either local dvr recordings, or cloud recordings, mine is reacting differently than yours, bringing the total % capacity amount down then. Then “recovering” them brings me back up to the same total % incrementally. I can’t find any type that keeps my total the same when deleting like you are saying yours is doing.

Regular Visitor

 • 

3 Messages

7 m ago

How can you compare the cloud and DVR percentages?

Regular Visitor

 • 

3 Messages

7 m ago


@Tek wrote:
You have to message the employees here. They told me I had 82 hours used of 150, which matched the percentage shown on my box. I know of no other way to check. The STREAM App does not show the cloud usage. 

The tech who has been helping me told me how much "Whole Home Device Storage" we had remaining. This percentage matched up with the percent remaining on our DVR last night, before it jumped up substantially. So I think you must be right: an update now displays the percent available on the cloud DVR rather than on the hard drive of the DVR itself.

 

Follow-up questions: (1) How do I figure out which of our recordings are on the DVR vs. the cloud? (2) What would happen if we reach 100% cloud capacity and try to make a recording if we have lots of DVR hard drive space left? Would it delete the oldest recording in the cloud, or can it record just on the DVR? Is there a setting for this?

kjakubowsk

Contributor

 • 

131 Messages

7 m ago

Just to let everyone know, Marco worked with me on this and this is what we figured out after looking at my account and my bill.

 

Even though I physically have two DVRs in my house, one of them wasn't coded as being a DVR and I was only being charged for one (how that happens I don't know) so I only had the 150 cloud hours available to me.

 

Either getting the second DVR coded as a DVR (which may have not even worked) or upgrading to Premium would have cost me the same $10 for the extra storage so I just went ahead and upgraded my storage through the DVR menu.

Tek

Problem Solver

 • 

631 Messages

7 m ago

I don't know the answer to your other questions, but to see what is on the cloud vs. the box:

Login to Xfinity Stream on the web site or phone app and compare what shows in saved.

Only cloud recordings are available on Xfinity Stream. You have to compare that to your list on box vs. the list on Xfinity Stream.

kjakubowsk

Contributor

 • 

131 Messages

7 m ago


@binaural2000 wrote:
kjakubowsk,

That sounds really similar to my situation I think, employee helping me in PM said something very similar but not exactly on mine.
Can I ask you then what happened after you upgraded through the DVR menu? Did your total capacity % full drop by about half, with the same amount of recordings still on your DVRs? Just wondering if that happens right away, or if it takes overnight/a few days for everything to shake out right.

Yes, my total capacity % did drop by half with the same amount of recordings.  It didn't update immediately but it did update within an hour.

Contributor

 • 

18 Messages

7 m ago

kjakubowsk,

That sounds really similar to my situation I think, employee helping me in PM said something very similar but not exactly on mine.
Can I ask you then what happened after you upgraded through the DVR menu? Did your total capacity % full drop by about half, with the same amount of recordings still on your DVRs? Just wondering if that happens right away, or if it takes overnight/a few days for everything to shake out right.
amybth

Contributor

 • 

72 Messages

7 m ago

So my recording time has been cut, my bill was raised twice in 2020 and again this month and to keep my same recording limit of 10 YEARS for whatever cockamamie excuse they’re using, I can pay an additional $10?!
If my 2nd dvr hasn’t been “coded” as a dvr do they plan on giving me a refund for the past 10 yrs I’ve paid to have a 2nd dvr? I didn’t stream anything! I don’t have the capability and never asked for it! Never gone above 60% but now it’s suddenly at 91% for ALL OF US regardless how many recordings we have compared to each other and we need to pay more money to keep our recordings?! After paying for the service?!
Screams ripoff!!!
I’m sick of constantly being charged more for less, the poor excuses, more dropped channels monthly, more fees, etc!
They’re losing money because ppl are changing to streaming to save money so they find more ways to charge us to ensure they recoup their losses! But we can’t change a thing to our contracts while they change anything they want mid contract?!
Outrageous!!! They’re out of control!
Yeah yeah, block me from the message boards again Comcast, won’t be the first time! I sound an alarm about your vile practices, you block me! So much for free speech!

Regular Visitor

 • 

12 Messages

7 m ago

I see there is an option to increase my DVR storage. How much does that cost? Why isn't a cost listed?

char2014

Contributor

 • 

35 Messages

7 m ago

I am wondering the same thing.  I have tried searching and can't seem to find anything.  Thanks for posting the question.

Official Employee

 • 

140 Messages

7 m ago

Thank you for reachinig out @char214 to our forums. Customers are able to purchase additional Cloud DVR storage hours via Premium DVR tiers of service, with or without DVR equipment in the home. Premium DVR tiers can be purchased through an agent*, and Xfinity X1 customers in certain Divisions are able to upgrade from an existing tier of DVR service through their X1 TV Box. Pricing varies and will be shown through the device or provided by specialist. 

Visitor

 • 

1 Message

I received a letter and email from Comcast informing me the my DVR is changing - reducing the number of channels that can be recorded at one time from 6 down to 2 and and an artificial limit on saved recorded hours.  This kicks in end of May 2021.  

After years why this change - artificially reducing the capabilities that we have enjoyed.  

Why is this?  ON the surface it feels like an attempt to squeeze customers - and charge us more to keep the same service?

I would like to register a complaint about this or request grandfathering?   Things like this push customers away!!

I contacted the online chat support team who do not even know of the change and informs me that I should be able to record up to 6 shows as once etc. etc. what I have had for years.


At a time when there are more alternatives than ever, I cannot understand such a decision,.  Taking away features such as this from a very long time customer is bad business. Why existing customers are not grandfathered is a question.


I have sport recordings that fill the arbitrary limit.  The letter suggests use of OnDemand but that doesn't help.   


If cloud storage is an issue - I don't need that -- my local hard drive of the DVR has plenty of space and to not utilize it or to change your business practice which appears to be a grab for profits and not in best interest of customers - who moved to comcast for such features is hurtful

Why???????????????????????

Official Employee

 • 

366 Messages

Hello, @, thank you for reaching out in our forum and sharing your concern about that recent DVR update. I totally get where you're coming from and can only imagine your frustration, I use my DVR service to watch my shows at my convenience. We certainly don't want to upset you, but the reason this change is taking place is that certain customers have been receiving additional DVR storage and simultaneous recordings in error. We do have some options for you to keep your service the same, but it would require upgrading your DVR service tier. Would you like to take a look at that pricing with me? 

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

New to the Community?

Start Here