New Poster
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9 Messages
Saved DVR Recordings (Xfinity Streaming app) - not showing over a year old recordings.
I have the default set (and therefore all my recordings are set this way) to SAVE UNTIL SPACE IS NEEDED (not set for the 1-year option). And on the X1 Box, they are ALL there = the new recordings, and the older than 1 year recordings. I've had the X1 box for 2 or 3 years at least. In any case, on the Xfinity Streaming web app it doesn't show any recordings older than a year.
I have a LOT of space available - I used only 30% space - there is 70% available.
The settings and recordings are all set up for Save Until Space is needed.
Why does this happen? The support from the Philippines has no idea.
1) What is causing the recordings to drop off of the Xfinity Streaming app, under my saved recordings?
2) How do I get them back? The support people did some kind of a "Refresh" thing, which did NOT work.
2a.) The customer should not have to do anything manual to get recordings back, that are over a year old, when there is plenty of space remaining. I should not have to call Xfinity, to have the recordings recovered (which doesn't work anyways). I should not have to manually log in to the website, to reset settings, that were set correctly up front, and have not changed.
Not sure what to do next. The tech support folks in the Philippines ("Advanced" "Tier 2" tech support), honestly are the nicest folks, but really don't have a clue. And I did get a USA tech support, and they transferred me to advanced tier-2 tech support in the Philippines, and they had no clue.
How does this problem get fixed at the root cause level? Guessing it is affecting more than just me!
Responses
lesmikesell
Valued Contributor
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527 Messages
2 y ago
The stream app only sees the cloud copy of recordings - and I think the longest you can keep anything in the cloud is 1 year - even if it doesn't explicitly say that.
https://www.xfinity.com/support/articles/x1-dvr-cloud-technology-general-faqs
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Ken1959
New Poster
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9 Messages
2 y ago
Odd - it says:
-"You have 60 hours of X1 Cloud DVR storage for each X1 DVR TV Box on your account. If you exceed your limit, your most recent recordings will replace older recordings unless the older recordings are marked as Save for 1 Year. "
And:
In the event of a DVR box swap, will I still have access to my recordings?
Recordings made after June 7, 2016, or after the date you began using X1 Cloud DVR (whichever is later) will be accessible from your new TV Box as well as from mobile devices and computers.
--I think there is a bug in their system....
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lesmikesell
Valued Contributor
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527 Messages
2 y ago
Maybe that was correct the day it was written (perhaps no more than a year after that date). I'm pretty sure it is not the case now.
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Rustyben
Expert
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24K Messages
2 y ago
still the same. cloud-DVR-only recordings will be available to play on any X1 set top box. that is unchanged. note that cloud DVR recordings have 2.0 stereo only.
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lesmikesell
Valued Contributor
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527 Messages
2 y ago
But some number of people have complained here that they lose all recordings older than a year when they swap DVRs. That's a long way from having things back to 2016.
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Rustyben
Expert
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24K Messages
2 y ago
prior to that date the cloud had copies of all recordings on the home DVR. as of that date the max is most recent 60 hours.
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lesmikesell
Valued Contributor
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527 Messages
2 y ago
Then the faq shouldn't say that things recorded in 2016 would still be accessible.
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Ken1959
New Poster
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9 Messages
2 y ago
Thanks! 2.0 would be fine, but none show up on the cloud, after a year = only on the X1 box. Guessing there is a bug in the Comcast system/software....
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