I pay to much [Edited: "Profanity"]. Money to not be able to watch shows that I have recorded during the day while I’m out! This crazy to me but you guys don’t have a problem with taking my money but can’t fix the [Edited: "Profanity"] problem that’s been going on for 2 days now!!!
XfinityRay
Official Employee
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3.9K Messages
3 months ago
Hi there, @user_80ufpa! Thanks for taking the time out of your day to reach out about the DVR recordings in the Xfinity Stream app. I understand that is frustrating to not have your content when you have time to enjoy it. We have been assisting some other customers with this same issue. We are currently going through the troubleshooting steps so we can open tickets for our engineers. This gives them specific examples as they research and implement a fix.
Can you tell me what type of device you are using to access the Xfinity Stream app?
If you have a TV box, have you tried to sync the DVR? (Press the Xfinity button on your remote, select the gear icon (Settings), navigate to Device Settings, scroll down, and select Sync DVR.)
Do you see older recordings, just not the new ones, or are they all gone?
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user_5rgdj1
Visitor
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1 Message
3 days ago
I have been on the phone with Xfinity for two days straight, up to 45/1 hour each time. Yesterday, at 8:00, I spoke with Nipur to change my plan. He offered me nothing but a $30 discount. No swap, no nothing. When I said OK, he said he couldn't do anything, as his access was limited. 45 minutes to be told he really couldn't do anything.
So I called the 800# and spoke with Gina. She was great during conversation and I was very pleased with solutions provided. I requested new plan to not begin until June 4, 2026, as I'd just paid my monthly $356 charge. Yes, $356!!. She agreed and we ended the call.
3:00 same day, I realized all my DVRs were missing and could no longer DVR.
3:30 - spoke with Greg, who assured me "I got you". Told me Gina didn't update the billing side, so TV had been removed. Told me it was fixed and would be OK in a few minutes
6:00PM - Still no DVR
May 20, 2026
7:00AM - Spoke with ? (didn't get name). Told me to reset boxes. I did. NOTHING. Then told me the reason DVR was empty is my DVR was full. This is untrue. It was at 30%. HOWEVER, it was completely emptied, why could I now not DVR anything. I kept getting "You are not subscribed to DVR. Upgrade to use".
I feel like I'm getting excuse after excuse, wasting my time. Now I'm paying for service I'm not getting. The money I have paid for this service is outrageous.
I am seriously shopping around after this experience
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