RBguy's profile

New Poster

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3 Messages

Thu, Feb 20, 2020 6:00 AM

Missing Recordings again

There was a previous post about this but it's now locked, so I'm starting a new one.

First I lost about 90% of my recordings last week so I don't figure it was just old ones dropping off to make room for new ones.  Also everything before January 2020 disappeared.  So far I've gotten different explanations from tech support.  I had a new box installed just before this occured.  Some people told me it was because all the rcordings were on the hard drive and not the cloud.  I thought Comcast put everything on the cloud.  That's what the technician told me when he was swaping the box out because I asked if I would lose anything.  

So my question is:  Where are our recordings stored.  On the cloud or on the box's hard drive?

Thanks

Responses

Rustyben

Expert

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24K Messages

1 y ago


@RBguy wrote:

There was a previous post about this but it's now locked, so I'm starting a new one.

First I lost about 90% of my recordings last week so I don't figure it was just old ones dropping off to make room for new ones.  Also everything before January 2020 disappeared.  So far I've gotten different explanations from tech support.  I had a new box installed just before this occured.  Some people told me it was because all the rcordings were on the hard drive and not the cloud.  I thought Comcast put everything on the cloud.  That's what the technician told me when he was swaping the box out because I asked if I would lose anything.  

So my question is:  Where are our recordings stored.  On the cloud or on the box's hard drive?

Thanks


answer is both, recorded by two different devices that do not talk to each other. are your home DVR recordings still there?

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New Poster

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3 Messages

1 y ago

How do I tell what my home dvr recordings are?  I assume you mean the ones on the hard drive versus the ones on the cloud?

 

The recordings I see on my TV are exactly the same as the ones I see on the website when I log into my account.

 

Thanks

 

Rustyben

Expert

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24K Messages

1 y ago


@RBguy wrote:

How do I tell what my home dvr recordings are?  I assume you mean the ones on the hard drive versus the ones on the cloud?

 

The recordings I see on my TV are exactly the same as the ones I see on the website when I log into my account.

 

Thanks


first, note that the home x1 equipment will play the in home copy of a recording if it is available but can play the cloud recordng if the copy wasn't made on the home equipment. you can use a smart device to see the recordings in the cloud uisng the xfinity Stream TV app and the Xfinity TV Remote app to see the recordings on the home X1 equipment (only). 

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Regular Visitor

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4 Messages

1 y ago

I am havign the sames issue-  Back  a month ago streaming was in my xfinity app and online streaming xfinity and it disappeared.  I could only watch recorded items from my actual DVR at home.  There was zero access to streaming.  It took several calls, and days to get this issue corrected.... partially.  We never got access to the earlier recorings from the DVR... and for some reason this issue does nto affect Warriors game recordings..  Strange.

Comcast is not great at telling us when this will be fixed.  They state there is nothing wrong.  But they are wrong.  I can no longer stream recordings from my DVR.

 

Visitor

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1 Message

I’m having the same issue. Has anyone even able to recover their recordings?  I can’t find mine anywhere. 

New Poster

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3 Messages

1 y ago

By smart device I'm assuming my laptop would be one.  I log into my account and go to my recordings and see the exact same ones that I see on my TV.  Should I be looking at some other smart device?

 

Rustyben

Expert

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24K Messages

1 y ago


@RBguy wrote:

By smart device I'm assuming my laptop would be one.  I log into my account and go to my recordings and see the exact same ones that I see on my TV.  Should I be looking at some other smart device?


what you describe is normal (both match). the PC (laptop) sees only the cloud DVR copy of recordings. 

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Visitor

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2 Messages

2 m ago

Oh yeah.  Suddenly, (and this was NOT displayed last night) is an option to "Upgrade DVR Plan".

Official Employee

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173 Messages

We have recently provided the option to upgrade your DVR storage. If you are interested in upgrading the storage we would love to help you! Please send us a private message with your name and service address to Xfinity Support by clicking the chat icon at the top right of the page.

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Visitor

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1 Message

1 m ago

I just wrote a comment about this issue, and it didn’t post. What a shock. My comments are disappearing like my DVR recordings are!! Most of my DVR recordings are just gone on my master bedroom box, but they still appear on the box in the family room. I called Comcast, and they assured me that I would get the recordings back. The same guy who assured me I would get them back did something behind the scenes (I suspect he just rebooted the box), and said he’d call back in an hour to see if the problem was fixed. It has been almost two hours now. And no call from Comcast. And no fix to my problem. 

I’m wondering when our purchases will start disappearing?!? I’m in the process of taking pictures of all of my purchases and all of my recordings (from the box that didn’t delete them) so I have a record of everything I’m supposed to have and everything I PAID FOR. 

(edited)

Official Employee

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2.7K Messages

Hello, @snowoman1966! Thanks for taking the time to reach out to us with your concerns about your DVR recordings.

 

I want to first off apologize for any miscommunications you have received and I'd love to further explain how our DVR system works. 

 

There can be a few reasons why a recording "disappears". Things like a DVR at max capacity will purge low-priority recordings. If you would like, we can work with you to at least identify why a recording was lost so that situation can be avoided in the future. Once a DVR recording has been lost, they are non-recoverable and you will need to re-record that content if you would like to have it again.

 

Fortunately, paid content is permanent and is tied to your account so you will always have it, even if you disconnect services, we still have ways for you to access the content you paid for! :)

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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