Downloads disappear

I am able to download episodes of certain recorded shows onto my iPad, that I can watch while I am traveling in the US when I have no Wi-Fi. But for the last few months, 24 hours after I do the download on my iPad, they disappear from the Download list on the app. My iPad has lots of space and I know they are download it because if I connect to Wi-Fi I can see them in the Recorded shows section. I’m not sure why they won’t show up in the Download section of the app? Without Wi-Fi I am not able to find them or watch them on my iPad.

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XfinityMatthew

Official Employee

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2K Messages

20 days ago

Hello @user_0182c1 Certain content is not available to download, so it is possible that is why those got returned. You would want to filter by "available to download" for content that is able to be successfully downloaded onto devices. These downloads are good for 30 days.

How many downloads have disappeared for you? Have you tried downloading any on other devices besides the iPad to try and replicate the issue?

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user_0182c1

Visitor

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6 Messages

I can down load them. I always have. But after a day or 2, the download disappears. I have seen this posted here quite a bit but never any fixes. On the Xfinity TV, they show they are downloaded on a device. but they don’t show up on my Xfinity stream app on my iPad after 2 days.

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8 days ago

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user_0182c1

Visitor

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6 Messages

8 days ago

I can download them on any other device, because they show they are already downloaded on my iPad. This issue has been reported by others but you never address the issue or fix it.

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user_0182c1

Visitor

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6 Messages

8 days ago

I have downloaded 5 shows earlier this week to my IPAD. They were there for 2 days. And on Xfinity Recordings, it shows they are downloaded.

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XfinityMartyR

Official Employee

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3.5K Messages

user_0182c1 Where you able to play the downloads at all?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

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user_0182c1

Visitor

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6 Messages

I could before they disappeared.

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4 days ago

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XfinityJeffB

Official Employee

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519 Messages

Since you have been dealing with this for a few weeks, I believe it's best to reach out to our back office team to investigate.

Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…

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 as Best Answer. tick

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4 days ago

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Xfinity Stream App

user_0182c1

Downloads disappear

XfinityMatthew

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user_0182c1

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XfinityMartyR

user_0182c1

XfinityJeffB

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