No DVR Functions on Xfinity Stream App

My household switched to a Roku TV and the Xfinity Stream app a little over a month ago, and for the first two weeks or so, everything was functioning properly. Then, seemingly overnight, all DVR/Recording functions disappeared from the app. Live TV still functions properly, but all recording functions that were previously accessible from the menu are no longer there. We haven't gotten any error messages or anything else diagnosable to work with. I have also tried accessing Xfinity Stream from other devices, such as PC and mobile, only to encounter the same issue.

The problem does not appear to be with the TV or the app, so I can only assume it must be something to do with our account, but I don't know what that could be. Any insight would be greatly appreciated.

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XfinityDilary

Official Employee

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2.2K Messages

20 days ago

user_fr513 Thanks for sharing and for allowing us to help with your Xfinity Stream App concerns. I can understand your frustration and would like to help troubleshoot. Have you tried uninstalling and reinstalling the Xfinity Stream App? Is the app up to date? Are all of your devices up to date with the latest OS?

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user_fr513

Visitor

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3 Messages

I haven't tried uninstalling and reinstalling, but I did check for updates, and everything's on the latest version.

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19 days ago

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XfinityEmilyB

Official Employee

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2K Messages

@user_fr513 I appreciate you checking for updates. You can find detailed instructions to upgrade your DVR storage space online. I'm also happy to check your account and let you know which level of DVR storage you have.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Include your name and address so I can find the account and get started on a resolution.

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19 days ago

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user_fr513

Visitor

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3 Messages

The problem doesn't seem to be the storage space. The DVR functions are completely gone.

I apologize for replying late. I have sent a message to Xfinity Support, and am waiting for a response.

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13 days ago

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user_t0olr2

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3 Messages

13 days ago

I am unable to retrieve any DVR recordings on the Xfinity Stream App. My new X1 box (4K) shows the recordings are there and the box will let me play them back.

Now I try to play back the recordings on a different devices in my home, same network. Will not work. Only live TV can be watched.

The App on my computer reports:

"Unable to Retrieve Scheduled Recordings

There was a problem retrieving your scheduled recordings. Please try again. Apologies for any inconvenience."

The App on my LG TV reports:

"Sorry, we're having some trouble. Please check back later.

(Error: TVAPP-00815)

I've had this problem for months. It was fixed when my original X1 was replaced a different, larger X1 box that apparently had an internal hard drive. Then the problem reappeared when I swapped that box out for a 4K box which I believe uses cloud storage.

Apparently Xfinity Stream App is unable to pull DVR content off the Internet, even with the same Internet connection from all the devices: TV with the X1 box, second TV with the App, and computer with the App.

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XfinityPaula

Official Employee

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1.4K Messages

Hello user_t0olr2. Thanks for sharing the trouble you are seeing with the DVR'ed programs not showing in the Xfinity Stream app since exchanging the previous device to the X1 4K DVR. I'm sorry to read of these issues. I enjoy watching shows that are recorded and having them available to stream makes it that much more convenient to watch when and where I have the time. No fear you are with the best team for help! Typically, after exchanging a cable box a system refresh can help or syncing the DVR. For a system refresh you can simply say 'system refresh' in the X1 voice remote. If that doesn't do the trick press the Xfinity button to access the device settings. Within that menu you should see the option to sync DVR at the bottom. Can you please try that and let me know if the recordings are showing within the app on the or on the PC?

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

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10 days ago

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Xfinity Stream Website

user_fr513

No DVR Functions on Xfinity Stream App

XfinityDilary

user_fr513

XfinityEmilyB

user_fr513

user_t0olr2

XfinityPaula

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