DVR recordings do not show desktop computer or mobile streaming app, but do on TV set top box/TV

Thank you for reaching out. I have resolved the issue of signing onto the app myself; in the gyrations the "tech' put me through a setting in my browser (edge) somehow got changed to block the browser from opening external apps (i.e. Xfinity streaming). By the way, as I surmised I never did get a call back as I was promised by the "tech".

The remaining issue is not seeing all my recordings in the streaming app, whether on my Samsung, or on my desktop pc. For example:

1. On my set top box / TV my recording list has multiple "60 Minutes" recordings from the past several months.
2. On my Samsung streaming app, I only see the latest "60 Minutes" recording; the others never showed up
3. On my Samsung browser at xfinity.com/stream I similarly see only the latest "60 Minutes" recording
4. On my desktop PC at xfinity.com/stream again I only see the latest "60 Minutes" recording
5. Some recordings on my set top/TV never showed up at all on the streaming app, or at xfinity.com/stream

This is also true for other series I have recorded from my set top box / TV. In other words, there are some recordings missing from any streaming app. I think the streaming app was updated recently. A few weeks ago the app was working as you would expect. 

I have just started recording some series just to see if new recordings are retained correctly.

@user_245284 Setting up a new recording is going to be a great troubleshooting step to take. If the same recordings are not showing even across all the devices that work off of Cloud DVR, then that sounds like there may be a backend issue going on here. I know you have put in a lot of effort to get this taken care of, and our team is committed to ensure this is resolved. Can you send our team a direct message so we can take a deeper look at the notes from the previous techs you spoke with and help provide the solution you need? To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 

I can be specific on streaming apps. Any recording over one day old is automatically removed, ie. recordings I made a couple of days ago are gone today and only yesterday's recordings remain.

Thank you for clarifying that for us, @user_245284! Please send us a DM so we can dig into troubleshooting with your account directly to ensure it is resolved. 

Will you please send our team a direct message with your full name and full address?
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To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

(By the way I tried to DM but DM was not working -- tried two browsers. Just got the rotating circle.)
 

My dvr recording both at home and while streaming through the apps was fine until a few weeks ago when the streaming app would not retain recordings other than the most recent ones.

I have researched this myself, particularly the difference between at home recording on my dvr set top box and cloud dvr, something I had paid no attention to until now. When I changed my plan, my cloud dvr hours went from something like 150 or 300 to 20. That is why I only see the most recent recordings while streaming now.
 

If this had happened very soon after I changed plans I could have acted. However, to have the change in cloud dvr implemented some 4 months or so after I changed my package, without notice, is just plain wrong and does not speak well of Comcast. It inspires me to seek possible alternatives at the end of my plan.

What do I want? Restoration of the cloud dvr hours I had before you recently changed them since I was not made aware of the change when your agent helped me change plans in June/July. Not quite bait and switch but definitely an omission that helped keep my business then.
 

Hey there @joenkim that does sound like quite the headache. Since you've been in touch with support already, we want to pick up right where those conversations left off. 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

Hey there, @amy_gdala! That certainly is not the experience we want for our customers with the DVR records, and accessing them. There are a few signals, and refreshes we can perform on our end once we are in your account to hopefully help clear it out. If you are ready, please send us a DM to get started. 

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it