Saturday, November 18th, 2023 6:36 PM

X1 DVR recordings not visible in mobile app

I am now in November 2023 having the exact same problem as several others have reported here.  In fact, my large library of DVR recordings no longer appears even in the DVR box at this time!  It seems to be coming and going. I have checked on two smartphones and a computer browser.  Please help!

Also, Xfinity scrambled my account so that the cloud capacity was reduced from 100 hours back to the default 20.  Unpredictable changes like this have happened before when there was a change to my billing or service.  I have had to spend hours making multiple phone calls that include having to outsmart the voice routing so I could talk to a tech to 'activate' my account - after being a 15 year customer! 

Official Employee


915 Messages

15 days ago

Hello @user_tr13hg, and thank you for reaching out with your recording issues. I would be happy to assist you with getting the account and recording issue concerns addressed. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

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