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wherbert100
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21 Messages

Friday, November 7th, 2025 2:50 PM

downloads disappear

ipad os 18.6

stream 7.24.0.1527

Hi, after updating stream, my downloads disappear when offline. Tried logging out and back in to stream app, tried reinstalling, tried syncing main dvr. 

Please fix,

Thanks!

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23 days ago

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user_vbffv7

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1 Message

25 days ago

I have the same issue. Download on my Samsung Phone to watch on airplane. Can check and they are there but once I am in flight they disappear. Have called support, signe out and back in and even deleted and reloaded app.

Hugely disappointed in this.

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XfinityFrank

Official Employee

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1.8K Messages

@user_vbffv7, is this occurring on foreign or domestic flights? 

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

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23 days ago

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XfinityThomasC

Official Employee

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3K Messages

25 days ago

Hello, @wherbert100, and sorry for the inconvenience. Here are some things to consider. You can download and watch completed recordings from your cloud DVR service within the U.S. when connected to WiFi or mobile network (data rates may apply). Up to five mobile devices (up to two on select Xfinity TV packages) can have downloaded recordings. You can have up to 50 downloads on each device. Only completed recordings can be downloaded to a mobile device. When you download a program to your device, it’s checked out and cannot be viewed on other devices until it is checked back in.

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wherbert100

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21 Messages

Hi Mark, 

Ive been using this service since its inception. Thank you for the reminder but my attempted downloads have always met all the stated criteria. 

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25 days ago

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wherbert100

Frequent Visitor

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21 Messages

25 days ago

Just tested and the same issue happens on my iPhone 15, ios 18.7.1, stream 7.24.0.1527. 

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XfinityKei

Official Employee

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2.1K Messages

25 days ago

@wherbert100 How many downloads disappear? 

When you're offline are you off your homes network and on a different mobile network or Wi-Fi network?

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wherbert100

Frequent Visitor

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21 Messages

All the downloads disappear, usually two or three news programs recorded the night before. The method of going offline is disabling my device s WiFi and enabling airplane mode; always worked in the past. Also, downloaded content fails to show up after re-enabling WiFi and disabling airplane mode. However, if I go to my dvr recordings, it shows the option to return recordings and allows me to do so. 

Tried calling Xfinity support but the person on the other end wasn’t familiar with the service or functionality so I hung up. 
These forums seem to be the best way to get issues like this resolved

thanks for your time. 

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24 days ago

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XfinityThomasC

Official Employee

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3K Messages

@wherbert100 Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

Like

Reply

24 days ago

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