Recordings from X1 DVR not showing on stream app or website

@XfinityKatie​ thank you for responding. According to Saved > Recordings our cloud storage is only 18% full so I don’t think that’s the issue. 

@user_5cd870 I appreciate you checking that and getting back to me! While it is more rare, it’s also possible that an issue occurred in the cloud that affected the cloud copy of the recording, but not the local copy. I know you mentioned that it seems only one show is available on the app. Are all of your most recent recordings only on your DVR box, or are there some in between that are on both? If you were to set up something new to record right now on your box, does that recording then show up in the stream app? Additionally, are you able to set up any recordings on the Xfinity Stream app itself and does it process for you? 

@XfinityKatie It's like the Cloud has decided it's only going to give us this one TV show. We have recorded ~7 different series, but only this one is on the Cloud. That one show, it does have the most recent episodes. But there are other shows that were recorded more recently that aren't on the Stream app. 

No, when I set something new to record right now on the Box, it does not show up in the Stream app. 

I did test a recording on the Stream App and that seems to work okay. It's recording now. 

Thank you for troubleshooting this with us. Are you able to access the recording that you set on the stream app on via your X1 cable box? 

@XfinityChristy​ the item I set to record on the stream website does indeed show on the DVR X1 cable box recordings list. 

Greetings, @user_tgydav! You are at the right place for assistance. Our team will get to the bottom of this! Have you tried to sync the DVR? With the new DVR recordings that are showing up, are you seeing a variety of shows or just specific shows but missing others?

I have synced the DVR that is attached to the cable box and it did not solve the problem.  I have not seen anything on the xfinity streaming app that will allow me to sync from the app. 

The dvr on the xfinity streaming app only shows the most recent recordings as in the last 7 days or so. 

@user_tgydav Okay, thank you for providing these details. I'm happy to help you do some troubleshooting to get to show the rest of your recordings. To begin, can you please send a Direct Message with your name, the service address, and your User ID you are using to login to the Stream App? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

@user_tgydav​ I have done the exact same thing as all these suggestions say and nothing works. There is no xfinity employee that knows how to fix it. Hours and hours of wasted time on the phone with them and basically it [Edited: Language] to be us. They took all my recordings away without my permission and can’t get any back on my 2nd box or streaming app. Some tech support they have. It’s great we pay all this money for nothing. They have so many customers they don’t care if they lose a few.

Same exact thing happened to me!!! I have shows I had on my DVR, and when my package deal ended and I had to repurchase all my channels, all of my DVR recording on the stream app are gone. All of my shows and movies I download from the stream app to watch on the plane, poof, gone. And, when I look at my DVR recordings, I have 147 recordings, but on the stream app via my tablet, I have 8 recordings. It's beyond frustrating. I'm about to cut the cord and do like everyone else and use streaming services. There's a service called "Playon" that allows you to record shows you stream. I might give it a try. Cable is way too expensive for what we get now-a-days

Greetings, @Thesleepdoctor, and thank you for your feedback. We want to get to the bottom of this, so you may enjoy your recorded shows using the Xfinity Stream app and website. Are you using the XG1v3, XG1v1, or XG1v4 DVR? How much space is showing on your DVR?

How would I know the answer to this question? The affected DVR box is black, rectangular, with a single blue light in a vertical strip down one corner. The unaffected one is about half of the size, black, with a single white light on the front panel on the top.

And I have tried signing out and back in to the Xfinity stream app. No joy. Same limited number of programs visible.

@rlfisher5 Thanks for reaching out. Are you able to access the shows that have been recorded through On-Demand when using the Xfinity Stream app? 

@Toriguli, thank you for using the Community Forums page to reach out. We would be happy to look into your DVR concerns and ensure that you are getting your moneys worth moving forward. Have you already attempted to troubleshoot your equipment using the Xfinity Support page?

Yes I have, multiple times. I am also having problems with picture freezing and no sound on my wireless boxes. For the amount we pay for this service I should not be having these problems. 

@Toriguli, well the good news is that we will get to the bottom of all of these concerns together. To avoid having you repeat any steps, can you inform me of what troubleshooting steps you have already attempted?

Welcome to our Community Forum, @user_9b3913! Thank you for reaching out so we can answer your DVR questions. Because your X1 DVR TV Box has approximately 150 hours of HD programming storage, not all recordings available on your TV Box will be accessible from your X1 Cloud DVR. You can learn more here.

@veetee76b Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

Hey @user_4ji1hq. Are you setting up the recordings using the Stream app which normally would generate a cloud storage of the recording, or through the X1 device itself. Have you had a chance to check the cloud storage space to confirm they are sent to the DVR hard drive due to lack of space to store in the cloud?

Hello @hybucket1, thank you for taking the time to reach out on social media.  I understand your concern with the recordings, and I'd like the opportunity to check into that for you.

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

There is no Direct Message icon at the top right of this page. There is an icon that brings me to a CONVERSATION page, one for notifications,and one that is a drop-down for profile info. Nowhere is direct message mentioned.

I should have said above there is no chat icon on this page.

Hey there and thanks for letting us know. Have you attempted using another browser or trying a private tab?

I have tried the direct message thing suggested above but have gotten no reply. 

@user_1xij1z we want to ensure you can enjoy your recordings at all time! Have you done any troubleshooting on your end with this, like some of the suggestions here confirming your Cloud DVR Storage is not full? Are the recordings only missing from the Xfinity Stream app but still available on the DVR box?

Good Morning, @hybucket1! I am sorry to about the troubles with receiving your DM. I know you mentioned there is no chat icon, where you about to see the chat icon now? Or are you still not seeing it? Did you attempt a different browser? Clear your cache and cookies? Incognito mode?

Hello @hybucket1! Thank you for taking the time to reach out to us. I would be happy to look into your issue further. Please send us a direct message with your first/last name and full address. You can start by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

@ItShouldJustWork Thanks for reaching out, and providing an update. I'm glad the issue has been recognized, and being addressed.

I’m having the same issues as above.

My DVR stopped syncing with our Apple devices a few days ago.  
On the Xfinity Stream app, Scheduled recordings only shows a black page, no errors messages, on both our iPads and iPhones.

The tvs in the house are all fine, recording normally, with scheduled recordings showing.

We have rebooted, deleted the app and reinstalled, hours on the phone with several levels of tech support, and are presently waiting for a phone call from X to further look into the problem.    Very frustrating.  

I love how we keep getting texts for feedback on how they are doing.  Just solve the problem and I’ll be glad to give wonderful feedback.

@user_dh8agk Hello! Thank you for reaching out to us here on our Community Forum. Can you please send us a Direct Message with your full name and address? Here are instructions on how to send us a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

@ItShouldJustWork​ 5 months later and it still does not work. I’m having the same problem and tried everything suggested to fix it. Why am I not surprised xfinity didn’t fix it. They just want our money they don’t care about their customers 🙄