annv1's profile

Regular Visitor

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3 Messages

Sat, Nov 21, 2020 9:00 AM

Xfinity DVR refusing to record shows

11/23/20 - Editing to add that I'm in the Seattle area, and this does seem linked to stations no longer appearing under the Guide as 'Free to Me', even though they are part of my cable package.

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My DVR is refusing to record some shows and I'm unable to determine why.  For example, when using the Guide and attempting to record a show, it will go through the steps and appear that it is going to record, but then the Guide will have a red no entry (a red circle with a slash through it) symbol next to the show.  This is what I've tried:

  • There are no other shows scheduled at the same time, so its not a conflict issue. 
  • My DVR is 37% full and should have plenty of space. 
  • I've tried going in and removing future scheduled shows temporarily to see if its because the DVR is anticipating being full, but this made no difference.  However, I was able to re-add these particular shows. 
  • Multiple times I've done a Restart/System Refresh/actually unplugging the DVR
  • Issue is the same whether I'm using the xfinity remote or the xfinity phone app
  • The initial show I was trying to record was the series "Black Narcissus" on FXHD.  Once that failed, I tried recording the episodes manually.  Once that failed I tried recording random shows on different HD channels from the Guide - most of these failed as well with different stations, different times, but I can't figure out why as this seems random - no scheduling conficts.  
  • I have the series "Fargo" on FXHD on schedule and it has been recording it fine, but looking at the episode scheduled for tomorrow (11/22) it is not listed on the 'to be recorded' list.  When I look up the series under 'Upcoming' the future 2 episodes are listed with the icon of 3 red circles with the top circle being the open red circle with the slash through it, so they do not look like they will record.  

 

Anything else I'm missing for troubleshooting?  It really just seems to not be working properly.

 

Thank you.

Responses

Regular Visitor

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1 Message

4 m ago

Do not let them tell you they do not know about this problem.  It is NATIONWIDE and they know about it and have known about it since November.  They just refuse to tell their techs about it.  Probably because they know an ACCOUNT RESET is needed and that's a lot of work.  I have spent so many hours on the phone (with some very nice folks who do not have any idea what's going on) with different Xfinity employees.  Three (very nice) techs who have no clue about the problem have come to my home.  My DVR has been replaced.  They "fix" the issue and it lasts a maxium of 48-72 hours and comes back.  I am beyond frustrated.  Xfinity is taking our money and not providing the product  they sell - DVR recording services.  I have reported it to the FTC fraud dept. as well as the Attorney General's office in my state (GA).  I don't know what else to do. I've asked everyone I talk to if they can do an account reset.  They say they can't, but will "escalate" the issue.  Then I'm just told "it's fixed", but it's not.  Never any real follow up.  I would cancel my account, but would be charged the early cancellation fee.  Angry doesn't begin to describe it!!! 

Bobby Zettler

Canton, GA

 

Regular Visitor

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2 Messages

4 m ago

This is also happening to me. After hours on the phone and arguing because they want me to get new boxes, Comcast has stated it is an issue on their end. Customers should not have to argue about a well-known issue. When will this be fixed???

Regular Visitor

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2 Messages

4 m ago

Now they changed their minds. Not a back-end issue anymore. They are back to insisting it’s me. Two hours on so far and no help.

Regular Visitor

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3 Messages

4 m ago

The good folks at Comcast solved my problem by doing an account/system refresh from their end.

Regular Visitor

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3 Messages

4 m ago

Here is a copy/paste of the message I received:
ComcastJeniece
‎02-15-2021 02:35 PM
Re: Xfinity DVR refusing to record shows
I appreciate you being the eyes on the box and providing those details! I would like to send over an account refresh to see if that helps with the issues you are having with recording. I went ahead and sent over those refresh signals. Are you able to verify if you are still experiencing the same issue?

Official Employee

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205 Messages

4 m ago

Hi @laurad99! We can perform a system reset and refresh on your device, this usually clears most communication issues with the X1 system. Could you send me a private message including your first and last name and the numbers associated with your service address. To send me a private message, click on "ComcastBrie," and then click send a message.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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3 Messages

3 m ago

I suspect channels like Lifetime and USA have found viewership declining so they are not allowing the recording of "all episodes" even though it is a DVR option. If this is the case, complaining to xfinity is not going to accomplish anything. I'm complaining to these two networks directly.

New Poster

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3 Messages

3 m ago

I suspect these networks have experienced viewership declines and are limiting recording options to improve those numbers for advertising sales purposes.

Frequent Visitor

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12 Messages

2 m ago

No, it has nothing to do with the channel.  I have recorded all new episodes of station 19, grey's anatomy, and a million little things...all in a row on thursdays on abc for years.  I see now that suddenly Grey's Anatomy is no longer set to record (no red dot).  I tried to schedule it to record again today and it wouldn't take the series so I tried to record just the program but it didn't take either.  In fact, when I got to the confirmation screen, it kept showing modern family, which is not even on anymore.  Picked it anyway, just in case it would work and it shifted back to saying grey's anatomy was set to record, but no red dot which means it is not set to record.  

This happens periodically with random shows/channels.  I reset by unplugging everything today and still can't record Grey's.  This is getting ridiculous.  

ComcastAmira

Official Employee

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2.3K Messages

Hello @mkfn, thanks for reaching out letting us know you're also running into this recording concern. After performing a manual reboot, is Grey's Anatomy the only show you have noticed this occurring on thus far? 

 

We would be more than happy to perform a system/account refresh on our end to see if this corrects this. Please send us a Private Chat Message, by selecting the message icon in the top right corner and then searching 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 Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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1 Message

2 m ago

Having the same issue in Portland, OR. I attempted to cancel series recordings and reschedule, but still comes up with the dot with the slash. I also tried manually recording a show on USA with the same result. And nothing is available on demand as “free to me”

Frequent Visitor

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12 Messages

2 m ago

@ComcastAmira, 

I wasn't able to private chat with you or anyone.  There was no indication that I was in line or that anyone would answer.  To answer your question, no, Grey's Anatomy is not the only show that will not set to record, although most do.  

Frequent Visitor

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12 Messages

2 m ago

Ok, an update.  I was eventually able to chat with support.  Was able to record grey's anatomy last night but today I see there are no red record dots by station 19 or Grey's anatomy, so it's still not fixed.

Official Employee

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212 Messages

Hello! Thank you for updating us on the status of your DVR recording. Please re-engage in a private chat session so I can continue to work on this problem. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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1 Message

2 m ago

Having the same issue here in Vermont.  I recorded my shows , go and look now they have a circle with a red line through it.  It won’t let me do anything and Demend doesn’t work either.  I just got off chat with with Xfinity they did account/ system refresh didn’t work.  They said they where having issues and disconnected our chat, without anything being resolved.  What the heck. 

Visitor

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1 Message

2 m ago

We are having the same issues.  Numerous series set to record did not record. We have the same symbol 🚫. 

Official Employee

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369 Messages

@SLarsonAAL Thanks so much for taking the time to reach out to us regarding your DVR service issues. I know how frustrating and impactful it is when you are not able to record your favorite programs. I am so reliant on my DVR I cannot even remember when anything is on anymore. I love the ability to watch something whenever I want at my convenience. I would love to get to the bottom of this with you. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

(The chat icon is located at the top right of the page. Clicking on the chat icon will bring up a chat box that will allow you to initiate a chat conversation.)
Click the Private Message icon
Click the New Message icon
This will give you an empty "To" line. Type in "Xfinity Support" and then select Xfinity Support from the list. 

 
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

Visitor

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1 Message

2 m ago

This situation described 2/17 has not changed for me. Certain programs I can record all future episodes; others I must record each episode separately. 

When  do you expect this to be corrected?

Official Employee

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86 Messages

HI @johnthoma, I would be happy to help and look into your  DVR concern. send me a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send me a private message,  click the chat icon, then the pencil/pad and then Xfinity support.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: 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 Solution.tick

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