Xfinity DVR refusing to record shows

---

@upupandaway wrote:

Comcast Jessie, As an official Comcast employee, I suggest you post the issue to the website and any updates so all customers can see it.  This is a nationwide issue and all customers are affected.

---

Just to let you know it is not all customers as I have no problems with this problem. I have had other singnal issues for a while though. So I am suprised I do not have this one. 

Comcast Jessie, As an official Comcast employee, I suggest you post the issue to the website and any updates so all customers can see it.  This is a nationwide issue and all customers are affected.

I appreciate that ComcastMorgan has finally weighed in after 3 days of silence by the company. I just got off the phone with technical support.  My experience:  20 minutes to talk to someone in Mexico who denied there was a problem.  I then explained the problem and that it was nationwide.  She then agreed that there was a problem and she was aware.  When I asked why she lied to me, their was a pregnant pause and then she mumbled that I had not fully explained the issue to her.  I then asked if she was aware, what could she tell me about it that I did not already know.  She then said she would have to elevate it to "advanced repair".  I was then put on hold for another 45 minutes.  I then got someone in Columbia.  He then explained the problem just started yesterday.  I corrected him that it started three days ago.  He then agreed.    He said it was affecting some customers.  I said it was nationwide and affecting all customers.  He then agreed.  He said an incident report was issued yesterday.  I asked why the report was issued yesterday if the problem happened 3 days ago.  He then said the incident report was acutally issued 2 days ago.  I asked why comcast had not notified anyone.  He said they were preparing to send an email to all customers explaining the issue (a server problem).  I said put a notice on your website.  He said good idea.  (This is the 4th tech I have said the same thing to). I asked when it would be resolved.  He said he had no idea.  I said lack of communication and saying you don't know what is going on when you do is what leads xfinity customers to cut the cord and go elsewhere.  (Comcast employees feel free to weigh in.)  As for me, I have wasted enough time in the forums.  It does no good.  Comcast is unresponsive, in the forums, by phone, or by email.  As I said, leaving customers in the dark when there is a nationwide problem affecting every customer is suicide for a company.

It would be customer-oriented, appropriate, and very helpful IF:

• Comcast had a recorded message when one calls Tech Support informing customers that this is a known and nationwide issue and that Comcast is working on it.
• Tech support agents knew the nature of the issue or at least provided some educated information and not the usual, "Have you tried restarting your X1 box?" Since Saturday, I have wasted over 4 hours getting nowhere.
• Comcast issue a refund or a credit to thousands of customers for the many hours of lost unrecorded content due to this issue. That would be the right thing to do.

We are in Utah as well. Went to the office in Orem today. They said they are working on it, but no answer as to when it will be fixed. Would be nice to get a credit on our account.

We are able to record everything but movies.  Hallmark, AMC, Lifetime, TNT, and USA movies will not record.  I can't even record a movie on the Disney channel.  Anything else on the Disney channel (that isn't a movie) is recordable.  Just no movies.  Very odd.  This started for us on Saturday.  We live in Utah.  Like many others, talked to a tech Saturday who refreshed the tv and everything else under the sun but then told me it would need a more advanced tech, who was supposed to have called within 24 hours.  Of course, no one called.   

OK.  It would have helped if everyone would have said where they were.  However I am in Utah and everything seems to have magically fixed itself.  Comcast (XFinity) promised an email to all about the issue and something on the website.  They never did that.  Customers will never get any info on the issue -- just 3 days of frustration, missed recordings and viewings, hours and hours of holdings for tech support and hearing "your call is very important to us"  and no communication at all from Xfinity on the issue.  Let the company know.  That is the only way things get fixed.  Even there own employee said a few words in the support group but did nothing to encourage the corporate offices to respond to all the digruntled customers across the US or offer any compensation.  Apparently the customer support forums are dedsigned as a place for customers to vent their frustrations but not as a place to actually get comcast to do anything helpful.  That's not going to work for me.  I want results, not robochats, tech support from clueless employees in other countries  and commiseration from other frustrated customers, although that is nice to understand the extent of the issue.  For that, I do appreciate other customers chiming in.  

The issue does appear to be fixed in the philly suburbs.  Roku sticks to watch showtime anytime (for example) also seem to be fixed.

HOWEVER, it appears you will have to go manually find all your recording (since they dont show in scheduled) and rerecord them to remove the forbidden circle.

Not ideal, but at least my wife can watch 90 day fiance now (smh)

By the way, I appreciate everybody checking in and bugging comcast about this.  IT really helps to band together on issues like this.  I don't know if it helps but I think they heard us.  I will post if I hear anything from management (or anyone at all)

If DCFox is still out there, I would be most curious as to what part of the country you are in.  You seem to be in a very select group that experienced no problem whatsoever over the last three days and waited until the problem was solved to contribute that you had no issue.  Please let us know where you are so others in the same area can see if they also had no issues.  It might also help Comcast to better understand what exactly happened and who was affected, since they still have not said anything to anyone.

Thanks.