Visitor
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1 Message
Downloads not being removed
I downloaded shows to my iPad to watch while traveling. As I finished watching them, it asked if I wanted to return them. I said yes, and I was in airplane mode. At home on my DVR it says they’re downloaded on my iPad and must be returned - I’ve returned already. But if I go to my iPad, there is nothing in my downloads. How do I resolve this conflict?
XfinityJoe
Official Employee
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805 Messages
1 month ago
Good morning @user_a2b934 we would be happy to look into this with you
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
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.
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Type your message in the text area near the bottom of the window
Press Enter to send it
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DavidK93
Visitor
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4 Messages
20 days ago
This is really a design flaw with the app, and I'm sorry the customer service representative asked you for more information instead of just telling you the answer.
When you finish watching a downloaded recording, the app asks if you want to return it. The problem is, the app cannot return a program when you're not online, but the app doesn't seem to know that. It results in the limbo state you've observed. Obviously, when the device is offline, the app should not offer to return downloads!
There is a way to resolve the issue. Using a device with an internet connection, open the Xfinity Steam app and tap the human icon in the top left to open the settings menu. If you go to "manage devices" and look at "devices with downloads," you should see the device with the stuck downloads. Tap "return" to return all downloads attributed to that device. Unfortunately, you can't pick and choose. So I either wait until I've watched everything I had downloaded, or I resign myself to re-downloading anything that wasn't stuck.
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