Recordings on DVR are not available on Stream (web or iphone)

Hello! Thank you for reaching out to the Digital Care Team today. I hate to hear this was your experience. All customers were notified of the DVR change via bill messaging and email several months ago when the change occurred. We notified everyone 30 days in advance that to retain the 150 hours you would need to upgrade for an additional $10 per month. I am glad to hear the issue was figured. If there is anything else we can do for you please let us know. Have a wonderful day! 

Thanks for this information. However, your current support articles still state that each X1 DVR customer gets 150 hours on the local DVR hard drive and 150 hours in Cloud DVR. Here are some examples:

• X1 Cloud DVR FAQs - Xfinity Support: "You have 150 hours of X1 Cloud DVR storage for each X1 DVR TV Box on your account." "If you have Xfinity X1 with DVR service, 150 hours of X1 Cloud DVR are included at no extra charge for each X1 DVR TV Box on your account."
• X1 DVR Services Overview - Xfinity Support: "Currently, your X1 DVR can record approximately 150 total hours of HD programming on the hard drive and 150 hours of Cloud DVR storage per X1 DVR."

Are these articles out-of-date?

In general, your support articles are not clear about the distinctions between the local DVR hard drive and Cloud DVR in terms of recording, accessing, and deleting recordings. These distinctions are important in terms of managing recording space and accessing recordings online, especially if there's now a major difference in recording space in the two environments.

So, here are a few clarifying questions:

1. How much recording space do I have by default (without upgrading):
   1. 150 hours on my DVR hard drive and 150 hours in Cloud DVR
   2. 150 hours on my DVR hard drive and 20 hours in Cloud DVR
   3. Other
2. When I record a program from my TV, where is the recording stored:
   1. On my DVR hard drive
   2. In Cloud DVR
   3. Both
3. When I record a program online (via the streaming app or on xfinity.tv), where is the recording stored:
   1. On my DVR hard drive
   2. In Cloud DVR
   3. Both
4. When I view the list of recordings on my TV, what recordings am I looking at:
   1. Recordings on my DVR hard drive
   2. Recordings in Cloud DVR
   3. Both
5. When I view the list of recordings online (via the streaming app or on xfinity.tv), what recordings am I looking at:
   1. Recordings on my DVR hard drive
   2. Recordings in Cloud DVR
   3. Both
6. When I delete a recording on my TV, from where is the recording deleted:
   1. From my DVR hard drive
   2. From Cloud DVR
   3. From both
7. When I delete a recording online (via the streaming app or on xfinity.tv), from where is the recording deleted:
   1. From my DVR hard drive
   2. From Cloud DVR
   3. From both
8. If, from my TV, I set a recording to be retained for one year, from where can I access the recording for that year:
   1. From my DVR hard drive
   2. From Cloud DVR
   3. From both
9. If, from online (via the streaming app or on xfinity.tv), I set a recording to be retained for one year, from where can I access the recording for that year:
   1. From my DVR hard drive
   2. From Cloud DVR
   3. From both

Thank you so much for reaching out on the forums, @Goober55! I know you posted this a couple of days ago. Were you able to get any additional information, or are you still looking for answers? We would be glad to help!

Just saw your response - thanks. I have not yet gotten answers to these questions.

@Goober55 Hello again. My apologies you still have not gotten anyone to address your DVR concerns. Let's move to a private chat, so I can pull up the account and make sure your questions are answered. Please send us a direct message with your full name and service address. You can do this by signing in and clicking direct message, or using this link https://comca.st/3EqVMu7.