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joenkim
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18 Messages

Monday, November 20th, 2023 2:39 AM

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Cloud DVR

I have only cloud service for DVR. After a year or so with no issues I cannot view recordings or recording schedules consistently in the iOS app or Fire tv app. I have 2 iPhones and 3 Fire TVs. It is intermittent on all devices. I can see recordings on my PC and am currently streaming to my TV from this to watch recordings. I’ve spent over 5 hours on the phone with billing and various levels of tech support. Still waiting for a call back from a tier 3. Just terrible service. 

Ticket cr117566259

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Updated 

11 months ago

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joenkim

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18 Messages

11 months ago

With DVR available on iOS.

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joenkim

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18 Messages

the DVR disappears within a minute of opening the app.

11 months ago

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XfinityAlfonso

Official Employee

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1.1K Messages

Hello @joenkim thank you so much for taking the time to reach out and relay your experience and frustrations, and giving us a chance to help. The screenshots you've provided are excellent and will help immensely.  You provide a ticket number, which shows you've engaged with us on this previously.  These are from your iOS mobile devices - what does the experience look like on Fire TV? Does it bring up the recording initially, but then disappear also?  

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11 months ago

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joenkim

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18 Messages

Yes similar view on fire tv’s. 

(edited)

11 months ago

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joenkim

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18 Messages

fire TV. This will occasionally show recordings but it isn’t cooperating today. 

11 months ago

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XfinityGabriel

Official Employee

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1.8K Messages

Thanks for sending over those pictures. I do see that the recordings show on your PC like you mentioned but not on the mobile app. @joenkim, just to confirm, are you using the same login for all the devices? Have you also made sure you are connecting to your personal home XFINITY network?

(edited)

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

11 months ago

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joenkim

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18 Messages

11 months ago

steaming to TV from laptop. 

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joenkim

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11 months ago

I had to log in to all my apps today. I was hoping to see progress, but now I can’t get to recording on PC. Complete loss of DVR function. 

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XfinityAlfonso

Official Employee

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1.1K Messages

When you say you had to log in to all devices - meaning that we logged you out of all devices as part of troubleshooting? Or was this something you did for yourself by logging out and in? 

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

11 months ago

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joenkim

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I’m assuming it was Xfinity. I got a message when I opened the app saying my service changed and I needed to log in. This was on the two devices (iPhone and Fire tv) I used yesterday. No obvious change in the app including no DVR. I also cannot view recording on the PC as I could before so it’s worse. 

11 months ago

0

XfinityGabriel

Official Employee

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1.8K Messages

Ah, okay. @mdarrenb Does the PC, iPhone, and Fire TV allow you to record any live content?

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

11 months ago

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joenkim

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It’s continuing to record shows previously set up. 

11 months ago

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XfinityJamesC

Official Employee

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1.6K Messages

You mentioned your PC is no longer able to access recordings. Does it do the same thing as your other devices, where the recordings appear for a minute or so after initial login, only to disappear, or do the recordings never come up at all?

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

11 months ago

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joenkim

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18 Messages

11 months ago

Still not fixed. I got a call today from XFinity to tell me my issue is being bundled with many others having similar problems. Of course I’m still paying for the service that I can’t access. No ETA. 

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XfinityJeniece

Official Employee

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2.3K Messages

Hey there, @joenkim thanks for reaching out through Xfinity Forum regarding your issues with the DVR. Are you still having the same issue? 

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

11 months ago

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