WHAT IS WRONG WITH THE DVR NOT RECORDING????

We have two boxes. We pay for two boxes. We pay for extra storage in order to record shows. We have TONS AND PLENTY OF STORAGE IN WHICH TO RECORD. Normally, we record and these recordings show up on our TV upstairs (since we pay for a box for upstairs). They show up downstairs (since we pay for the box downstairs). We pay FOR EXTRA CLOUD STORAGE. So, these recordings have ALWAYS SHOWN UP on my phone app. My laptop. All my streaming devices. Always.

Now, they have inexplicably stopped. They are only showing up on on the box downstairs. I've rebooted. restarted. refreshed. I've unplugged. rebooted. restarted. refreshed. I've synced. It says that all devices are connected, yet now recordings, now, for no apparent reasons, they're not showing up.

Now, you'd think this isn't a big deal, but it kind of is since we pay a lot for all of these nifty services. And Xfinity raised their rates randomly. they give new customers outstanding deals, yet the customers they've had for years, they raise rates. You can't talk to anyone on the phone. You walk in the store, and these people, though they are nice and try are strapped by whomever makes the rules. So they don't know much and can't do anything. They too will tell you to reboot, refresh, restart and sync!

Customers have google. Figure out how to post a question on the horrible not user friendly website where someone eventually is going to ask me if I'm certain I have enough storage or if I've rebooted, refreshed and synced. Yes. Yes. Yes.

Now, what I'd like to know is maybe someone, with some kind of technical knowledge can perhaps give me a simple answer to my questions. I bet this will take a while and I just bet you're going to ask if I'm certain if I've checked that little box saying connect all devices. Why yes, yes I have.

Is anyone else having these issues? Don't you love when stuff stop working for no reasons right after they've raised the rates? It's just so much fun!!

Responses

user_9s248u

2 Messages

1 month ago

My DVR did the same thing a few hours ago. And yes, yes, and yes to all the typical reboots.

user_aotld2

2 Messages

I was texting with tech support for over an hour last night -- Did all the above -- NOTHING -- Took box and traded with XFINITY this morning -- Same mess -- Had breakfast and just mentioned to my breakfast mate in town that my DVR worked thursday night; didn't work Friday night -- She said hers was doing the same = Showing NOTHING scheduled to be recorded -- and can't record right now -- HELP HELP HELP

1 month ago

user_sjurg8

2 Messages

Same here. Rebooted. Tried d to set up new record option. DVR symbol on Guide indicates it is disabled🚫

1 month ago

user_pch6d8

1 Message

I have the same issue. About an hour ago, Xfinity sent me a text saying they were aware that I was “experiencing an error on your TV” and they were working on it, but they did not mention the DVR issue specifically.

1 month ago

user_97eo6p

2 Messages

Same issue in [Edited: "Personal Information"]

(edited)

1 month ago

user_psd5b4

2 Messages

Same issue in [Edited: "Personal Information"], it seems for the last month or so I have been getting weekly text from Xfinity that they are aware of some issue, but never say what the issue is.I noticed last month that I couldn't record.

(edited)

1 month ago

XfinityThomasD

Official Employee

•

1.1K Messages

1 month ago

@SureB I appreciate you creating a post and understand how incredible frustrating it is when things are not working properly. Our team can assist with troubleshooting along with our backend team support for further investigation. So we can look into the account, please send our team a direct message with your full name and address.

To send a Direct Message:

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Click the "New message" (pencil and paper) icon
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SureB

Contributor

•

47 Messages

Hey thanks! Maybe take a look-see at the app and what everyone is saying. :) In case you didn't know, there's a "Big South" and "Florida" outage that is causing all the DVR mayhem. Thought I let you know in case the Tier 3 engineers didn't let you know that. Have a great day!

30 days ago

user_sjurg8

2 Messages

1 month ago

Same issue. 🚫appears where recording icon usually shows.

SureB

Contributor

•

47 Messages

Big South region and Florida Outage is what I was told. App still not syncing.

30 days ago

XfinityJeniece

Official Employee

•

2.7K Messages

Hey there, user_sjurg8, thanks for reaching out through Xfinity Forums regarding the issues with your DVR. I know I rely on my DVR to record just about everything! Are you having issues with specific channels or programs or with all recordings?

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

29 days ago

user_9s248u

2 Messages

1 month ago

I've had the same problem since Friday. Support was no help.

SureB

Contributor

•

47 Messages

It appears that it's now working for the box upstairs, but it's still not working on app. It's something that is an issue and apparently it just can't get fixed. After going into a store (they know nothing about technical and them insisting to get a new subordinate box (which we did, despite knowing that wasn't the issue), they said, "You'll have to call the 800 number and talk to technical support. They can maybe get you to a Tier 3 engineer. If a technician has to come out to your house, then they could charge you $100." I called the 800 number, after being on hold for a long time, a nice person told me that it would be fixed--it was something on "the back end." I got a text later asking me if it had been fixed. It had not, so I replied NO. The a nice person who called herself Sam and identified herself as a "Tier 3" engineer said that it was affecting many people. It was a "Big South region" and a "Florida" outage. By late yesterday, as I mentioned the upstairs box was matching the downstairs box, but again, the app and the devices aren't working as they once were. The most frustrating part is the runaround that Xfinity insists costumers do in order to get any kind of help. If there was such a big outage, why not inform the people in the store???? Why not inform all your employees? This happens everytime there is any kind of issue. The time a customer has to spend trying to solve it--go to forums, google the problem, find out other people are having the same issue. Go through different levels of "Tiers" is beyond ridiculous. This, after raising rates. If I acted this way to clients, I'd have none. We are searching for other alternatives. I hope the above information is helpful. As far as the app, I'm guessing they will fix it whenever they want and if they want. All the things you pay for don't work and apparently Xfinity does not care.

30 days ago

user_psd5b4

2 Messages

1 month ago

I just checked my dvd recording and it let me add programs to record, plus shows that I had already set recording for were listed.today 01/05/25 5:25 pm

SureB

Contributor

•

47 Messages

Fantastic! Check your app and your devices to see if they are syncing. Good luck.

30 days ago

Xfinity Stream Website

SureB

WHAT IS WRONG WITH THE DVR NOT RECORDING????

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