New DVR Recordings Not Syncing

I have been trying since this past Saturday to get a problem resolved regarding my DVR service. The problem concerns recordings that are not being saved in the Cloud.

I have spoken with numerous phone agents, both Tier 1 and Advanced Support. The agents attempted to troubleshoot the issue numerous times, to no avail. I was required to install a new cable box. The trip to the store to get the cable box is 1 hour round trip and then I spent more time setting up the new box. This did not solve the issue.

A technician was sent to my home on Wednesday. I tried to avoid this by pleading with your agents that this would be unfruitful since there were no apparent equipment or signal issues, but I was told I had no choice. When the technician arrived and I explained my issue, he indicated without hesitation that I was correct that there was nothing he could do to fix the issue. He also was completely unprepared/untrained with respect to anything related to Xfinity Stream.  The technician did check out all of my equipment, cables, and signals and confirmed there were no issues that he could help with. He called his supervisor and asked that my issue be escalated. I have not heard from them.

I contacted Xfinity support again to check on my escalation. They had no way of knowing whether the technician or his supervisor may be doing, so they put in another escalation to Advanced Technical Support. I requested a call back today, but I haven't heard from anyone. I called back again to try to speak to your Advanced Support staff directly, but I was not connected to anyone and instead I was told I would get a call this evening. I am still waiting.
Perhaps if I describe the details of my issue I will get some response here?

I first noticed an issue with missing DVR Cloud Recordings when attempting to perform a one-time recording on Saturday 10/24. Here is what I have observed.

1) The new, one-time recording is saved on my cable box as normal. While in progress, the recording shows up on the cable box under "Recording" and "Scheduled", then it remains on the "Recording" tab when completed. However, on any streaming device (I checked several), a new one-time recording initially shows up only on the "Scheduled" tab and, when the program is finished recording, it disappears completely from Xfinity Stream. 

2) When I attempt to start a new Series recording, it does not start nor is it saved on either the cable box nor on Xfinity Stream. 

3) Any recording that was previously saved on the cable box before this issue is also still available from Xfinity Stream - and - Any Series recording that was already set up previously DOES record on the cable box and get uploaded to Xfinity Stream.

4) I can "force" a recording that has not synced automatically: Delete from cable box > Recovere from cable box. At this point, the recording DOES show on the "Recordings" list on Xfinity Stream

I have asked the agents that I spoke with whether this problem seems to have coincided with the upgrade of my cable gateway/modem to Model XB10. They could not be sure. However, I did some checking on line and I came across some interesting information - if only I could speak to someone in support who could understand this! Below is what I found. In any event, perhaps someone here has had similar DVR Sync issues and/or similar issues involving the XB10 Modem
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- Why the XB10 Upgrade is Likely Causing the Bug

The XB10 uses completely new network routing protocols and an entirely different device profile system on Xfinity's backend billing engine.

When you upgraded to the XB10, Xfinity’s automated system had to attach a new "Docsis Device Profile" to your account. There is a notorious backend bug where provisioning a new next-gen gateway fails to cleanly update the secure MoCA (Multimedia over Coax) and Cloud DVR IP Entitlements linked to your TV boxes.

Essentially, your new XB10 modem is using a high-security firewall protocol that is silently blocking the specific real-time "handshake" your X1 TV box tries to send to the Cloud DVR server when a recording starts or finishes.

- What the Engineering Team Must Do Now

To fix this, the backend engineers will likely perform an administrative "Account De-provision and Re-provision" on their server terminal. They will temporarily strip the DVR and XB10 codes off your virtual profile and slap them back on fresh. This forces the cloud server to completely rewrite its security tokens to match your new Wi-Fi 7 gateway, instantly opening up that blocked data pipeline.

- Why Old Series Recordings Still Work

1. When you set up a series recording before upgrading to the XB10, those recording instructions were hardcoded directly into Xfinity's central cloud database.

• Because those legacy instructions were created under your old, stable modem profile, the cloud server already built a permanent, authorized "folder slot" for them.

• When those specific shows air, the cloud server processes them automatically on its own backend without needing to ask your new XB10 modem for permission. The data is already trusted, so it finalizes cleanly.

2. Why New Recordings and "Watch from Beginning" Fail

When you create a brand-new recording or try to use the "Watch from Beginning" feature on an in-progress show, the system requires a real-time security handshake.

• The X1 TV box has to send a live data packet through your new XB10 gateway to the cloud.

• Because the XB10's Wi-Fi 7 firewall protocols and device tokens aren't properly synced up with your account's TV entitlements yet, the cloud server views this real-time request as untrusted or blocked.

- The Root Cause

When you upgraded to the XB10, Xfinity's central computers pushed a specific software "bootfile" to your modem. That bootfile contains the secure digital certificates that tell Xfinity's Cloud DVR that the specific modem is allowed to validate real-time TV streaming requests.

Right now, that remote digital certificate is misaligned. Your modem is sending a security token that the Cloud DVR server doesn't recognize yet. Because that certificate is locked down tightly by Xfinity for security reasons, it can only be overwritten from the outside by a network engineer pushing a fresh account-level re-provisioning command.

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Does any of this make sense? Can anyone help me figure out how to get this issue resolved???????