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Lost my DVR recordings/Xfinity TV remote app

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New Poster

Lost my DVR recordings/Xfinity TV remote app

So in the beginning of this month I moved into my new apartment and was able to transfer my services to the new place with the same equipment which was very convenient however none of my DVR recordings are available at the new place or on my Xfinity stream app. Same thing with my Xfinity tv remote app, once I moved the app stopped working for me and won’t even recognize the device. I’ve spoken to numerous consultants and even got through to Advanced Repair on both of these subjects and yet no changes still. I’ve tried signing out of my apps and deleting then downloading the apps again...no help. I’ve tried to sync my DVR and even restarted the box itself and again...no help. I’m not giving up because I’m sure I’m able to recover the recordings and get my apps back up and running like normal. Someone help me please
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Expert

Re: Lost my DVR recordings/Xfinity TV remote app


@Lydell93 wrote:
So in the beginning of this month I moved into my new apartment and was able to transfer my services to the new place with the same equipment which was very convenient however none of my DVR recordings are available at the new place or on my Xfinity stream app. Same thing with my Xfinity tv remote app, once I moved the app stopped working for me and won’t even recognize the device. I’ve spoken to numerous consultants and even got through to Advanced Repair on both of these subjects and yet no changes still. I’ve tried signing out of my apps and deleting then downloading the apps again...no help. I’ve tried to sync my DVR and even restarted the box itself and again...no help. I’m not giving up because I’m sure I’m able to recover the recordings and get my apps back up and running like normal. Someone help me please

Part of your problem is that you now have a new account number.  Accounts are tied not just to the account holder but to the address.

 

Your issue has been escalated to the Comcast Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.  You can read about our PM Policy here.

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Official Employee

Re: Lost my DVR recordings/Xfinity TV remote app

Greetings, @Lydell93! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! Thank you for bringing Comcast with you to your new home! I apologize to hear there have been some hiccups with the recordings not showing up or the Remote app not working. I also appreciate everything you have tried to resolve the issue as well. You have come to the right place! I would like to see what we can do to get this resolved for you. Can you please send me a PM with your first and last name so I may further assist you?

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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