binaural2000's profile

Contributor

 • 

32 Messages

Wed, Feb 24, 2021 6:00 AM

Closed

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.

Visitor

 • 

6 Messages

2 years ago

This is not good business practice from Xfinity and you will lose a lot of customers, me being one. I cannot access any of my recordings unless I pay $10 additional per month? This is not the contract I previously signed. I'll be contacting Corporate Monday!

Official Employee

 • 

409 Messages

Thank you for bringing this to our attention through our Forums page, and thank you for your patience while awaiting our response. I understand you have some concerns, regarding some recent DVR plan updates we've implemented, and I can completely appreciate the concern here. Rest assured; you're with the pros, and we will be happy to dive into this further for you!

 

Before we proceed, can you please click on the chat icon, in the upper, right hand corner of this screen? This should allow you to select "Xfinity Support", and should also bring up the option to send me a private message. When doing so, can you please provide me with your full name, and full address as well? Thank you in advance, and I look forward to getting to the bottom of this with you!

 

-Tyler

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

 • 

2 Messages

2 years ago

I will just add that I have the exact same problem (DVR with 150 hours of physical storage, many recordings deleted without warning even though I was well under the limit, and a notice to upgrade my DVR service. I also posted on the Xfinity subreddit about this weeks ago and was told *by an Xfinity employee* that my DVR would not be affected and I would continue to have 150 hours available. This whole rollout has been garbage from the first email announcing it on down.

Contributor

 • 

47 Messages

2 years ago

OK so this has been going on since February and so far Xfinity has done nothing about it.  I have received countless emails from "executive support" and many phone calls telling me a ticket has been made out and sent to advanced repair technicians.  But no solution to date and no warning to customers back in February when DVR boxes were effected.  I have read all the responses for Comcast employees saying the DVR capacity indicator now indicates what is stored on the cloud but not on the DVR hard drive.  And that we still technically have room on the hard drive so we can record without fear of having recordings deleted.  This is clearly not true and I wonder if anything is truly being done about this...outside of the fact that Comcast wants us all to pay to upgrade our DVR capacity for another $10 per month.  Can anyone at Comcast be honest about what is going on here and if it will be resolved?  You now have 9 pages of forum complaints about this issue!

Visitor

 • 

2 Messages

2 years ago

An update to my post just above - an Xfinity rep got in touch with me via Reddit and after some back and forth, explained to me that when I signed a new contract in August of last year, somehow my local DVR box service (also $10 a month, but a different service than the Cloud DVR service being discussed in this thread; also different from the $7.50 TV box fee which does not come with DVR capability) was deleted from my package. The rep wasn't sure why this would have been done and it definitely wasn't explained to me at the time. To make it even more confusing, Xfinity continued providing me DVR box service in error for an additional 7 months before sending me an email that completely misrepresented the matter (you can read it in my Reddit thread linked in my post above). So ultimately the solution was me paying $10 more per month, just not in the way I expected.

New Poster

 • 

8 Messages

2 years ago

So this {Edited for violating forum guidelines} policy that comcast all of sudden came up with. We had multiple movies/tv shows recorded over the years. We look today and there is NO recordings left. There aren't even any when I go into the xfinity stream. So I have no recordings anywhere even though I didn't delete them.  How is this possible that we have been xfinity customers for so long and no have to pay for something we got before. 

Even with that, people in this thread are saying that your recordings should still be available in the xfinity stream. Well it isn't. WE have 0 recordings. Tech support is no help. Can't get in contact with billing without having to through the stupid assistant..and even then I still cant' get to a live agent. Dish is starting to look way better.

FROM @ComcastAbbie  earlier in this thread:

@user_c8b21c I apologize for any confusion. The only thing that changed is that it now shows your cloud DVR percentage and not the physical storage on the box. You don't need to worry about recordings being deleted. I apologize for any frustration or confusion this has caused you. 

so then were are my recorded shows!!

(edited)

Visitor

 • 

1 Message

2 years ago

I experienced the same issue today.  Not only did my percentage of space used shoot up to 100%, but also I am missing most of my previously saved recordings.  I have never enabled the cloud storage functionality and so am certain all of my recordings were on local physical storage.  How can I get these recordings back?

Visitor

 • 

1 Message

1 year ago

Is there a way to tell how much space I have on my actual DVR?  It says its full but I have less recordings than I use to have.  I think this change sucks.

XfinityMacey

Official Employee

 • 

500 Messages

Good morning, @user_808baf, and thank you for reaching out through our Community Forums page for assistance with your DVR recording storage space concerns. The meter you see on the Recordings page of your X1 menu is the storage space on your physical DVR. HD and UHD recordings take up more space the SD recordings do, so this can impact the amount of recordings you can fit on your DVR.

 

If you have additional concerns with your DVR storage, we'd be happy to take a closer look at your account settings today. To do so, just send a Private Message with your first and last name and service address, so that we can keep your account safe and secure.

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.

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

 • 

5 Messages

1 year ago

3 hours on phone, a return call from case being escalated non'existent,,,being told many different storties on why my recorder says 93% full one day, and then only 34% the next day. I never got a straight answer from Xfinity, only that there is a glitch to  ssome saying there  is no glitch. .

  A few months back we got notice that they increased the storage space, then we were at 34% for a least two weeks (woot!!!!) , and then it went up to the 90s. T After this they asked for $$$$ to increase the storage space. I erased 107 1/2 episodes of Adam 12 only not to have that large percentage drop at all. (explain that Xfinity!!)

  The only explanation is that Xfinity could be inflating the full percentage as so to get people to buy the increased storage space. I swear if I erase most all on my recorder today, it would still be in the 90s. 

 I have been  dealing with this for months, and I hate, hate, hate Xfinity for wasting my time.  No straight answers (just pie in the sky bs). Might be time to move on. If it goes back to 34%  I will take a screen shot, as it will go back to 93%. THe number of shows recorded will be in both pics as so there is NO DISPUT on the authentic'ness of a scam or technical glitch. Did I mention Xfinity wasted so much of my time?? We can't record the Olympics because  it isn't clear what we may, or may not lose on the recorder if it gets full.  Why am I paying for this "service" if it jeopardizes my recordings?

XfinityAaron

Official Employee

 • 

832 Messages

Hello @user_df8ee0 and thanks for reaching out. I am sorry to hear about your experience with us and your DVR issues. I would love to assist you with your DVR along with anything else you may need assistance with. Let's get your account pulled up and start getting this resolved. Please send me a direct message with your first and last name, along with your complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

 

Here are detailed steps to direct message us:  

 • Click "Sign In" if necessary 

 • Click the "Peer to peer chat" 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 

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

Regular Visitor

 • 

3 Messages

1 year ago

I had the same experience with my DVR box.  What really disturbed me is that coincidental with the "upgrade" change I no longer get a  complete list of all my recordings under "Recordings" and the  "For You" listings are completely confusing.  As a result It is very difficult if not impossible to delete recordings I am no longer interesting in watching to make room for new recordings and stay within the allotted hours.  It seems to me that this is this a marketing design in order to sell the $10 upgrade.

Official Employee

 • 

712 Messages

Hello, @tootsie37

 

We offer On Demand content for programs as well, to help reduce the need for additional DVR space; However, I fully understand the appeal to be able to record select programs to keep for future viewings. I have a few series recorded myself, and I would love the opportunity to review options with you to increase the DVR space for additional recordings. We may have additional promotional offers available to help reduce the costs. If you'd like to further review with me, 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

Visitor

 • 

3 Messages

1 year ago

Hello, could someone explain what is happening to my dvr recordings? I have an XG1v4 box, $7.50 and $10.00 for dvr service, current plan 150 hours. But, my recordings keep disappearing when there is lots of space. 

XfinityGina

Official Employee

 • 

704 Messages

Hi there, @user_d40292! Sorry to hear that you are missing some of your recordings!

 

As a first step, have you already checked the amount of time that you have your recordings set up to save for

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

 • 

3 Messages

Hello. Some recordings set for 1 year and some set for until space is needed. Problems started when you updated my actual DVR recordings with the cloud version. Before the update, my DVR had quite a few older recordings that did not show on Xfinity Stream. Only my later recordings showed on Xfinity Stream. After the update, I lost most of my DVR recordings. It's as though you overlaid the DVR recordings with the cloud version. It has been downhill since then and my recordings are still disappearing.

Official Employee

 • 

431 Messages

Thank you @user_d40292 for letting me know. Could you check to see if these missing recordings are still on the DVR for me?  You can check here to see if you can recover them if they are in fact still on the DVR.

Recover a Deleted Recording

[edited link]

(edited)

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

 • 

3 Messages

Hello. Unfortunately, there are no recordings in the Recently Deleted folder.

XfinityGina

Official Employee

 • 

704 Messages

I really appreciate you checking, @user_d40292! I'd like to check to see if we are able to see them within our systems. Can you please send us a direct message with your name and the service address, using the following directions? 

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon or https://comca.st/3kajO4e

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

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

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

 • Press Enter to send it

See https://comca.st/2XfS9FQ for an example.

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 Poster

 • 

2 Messages

1 year ago

We/re not experiencing that specific issue; but over the past few days the primary DVR has been acting strange - and not in a good way. Really, really slow - especially when inside the DVR's menus or changing channels. Our recorded capacity has been around 50 - 75% during this time, which is common for us. I was just inside the menus and deleted a few shows that we'd watched and I scrolled down to the bottom where I "deleted" those "deleted" shows - if you're familiar with that menu. Lo and behold, a brand new option is now at the very Upgrade DVR plan".

Do I smell a rat? Is it just a coincidence that we're recently experiencing DVR issues... and bingo bango... Xfinity has "Upgrade DVR plan" so conveniently available all of a sudden.

Is anybody else experiencing this issue? I did NOT click on that option, for fear that I'd get tricked into a higher fee (or 3) either accidently or otherwise. Which is why I came here... to see what all "Upgrade DVR plan" means.

XfinityEthan

Official Employee

 • 

1.1K Messages

Hi, @6700122. Thanks for letting us know about your DVR issues. It can be normal to have temporary issues, but it should not keep happening and many times issues of slowness are related to signal issues or box issues. The DVR upgrade is simply a new self-service feature to add more DVR space for $10 instead of having to reach out and has nothing to do with your service issues. You get 150 hours in the cloud and the $10 upgrade adds another 150. I checked your are and signal and don't see any issues at this time. If it keeps happening, let us know. 

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

 • 

1 Message

@6700122

I am having the same issue and just spent time on the phone with a support person who swore to me that nothing had changed in our storage capacity, and the option to upgrade is just coincidental.  She may not see any change to my DVR capacity, but we are experiencing significantly less space to save shows.  We have been with XFINITY for 4 years in CA and are very aware of how much space we had until recently.  We have not changed anything on our end.  I am very unsatisfied with the answers I was given.  Basically I was told if I need more space they will be glad to sell it to me.  

XfinityRyanE

Official Employee

 • 

549 Messages

Hello @freemangrp, thank you for reaching out for help with your DVR concerns. Currently, our X1 DVRs can record approximately 150 total hours of HD programming on the hard drive, and 150 hours of Cloud DVR storage per X1 DVR. The X1 DVR will automatically erase programs when space is needed. The DVR will delete the oldest recordings first. However, you can change the recording option to save For 1 Year.

 

If needed, the option to purchase additional Cloud DVR storage hours is available by visiting https://comca.st/2ZK0mDB. In some areas, you can upgrade your DVR service from your X1 TV Box by going to Main Menu > Saved > Recordings > Upgrade DVR Plan (located below the list of recorded programs). We expect the ability to upgrade from your X1 TV Box to be available in all areas soon.

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

 • 

1 Message

1 year ago

I have a similar problem.  It says 86% full but I can only find 9 hours of recordings.  What is goin on.  Many shows deleted and I can't record anything new?????  I noticed this upon returning from vacation.

XfinityJorge

Official Employee

 • 

531 Messages

Hello @user_96c65b thank you so much for contacting our Xfinity Support Team. I am sorry to hear about the problems you are having with your DVR and we are happy to help. To get started please select the "peer to peer chat" icon (upper right corner of this page), click the "new message" icon, type/select "Xfinity Support", and then type/send your name with your address.

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

 • 

1 Message

1 year ago

My dvr space changed a lot too. I decided to give the upgrade a try. It increased my storage a lot for about a minute. I mistakenly thought it just wouldn't work on my older equipment. Now I see a partial bill on Sept 22 for $13.22 and $10.00 on the bill for next month. Yikes. It's not even working. Help!!!!

XfinityEva

Official Employee

 • 

524 Messages

I'd be happy to help with your billing and equipment concerns further, please send us a private message with your full name and the service address. 

 

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or https://comca.st/3kajO4e
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  •  - An "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

See https://comca.st/2XfS9FQ for an example.

 

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
forum icon

New to the Community?

Start Here