DVR recordings disappeared

[jsilvrs]

Has anyone gotten this problem resolved? Lost about 75 recordings last night. I pay a monthly fee to have my shows recorded, this should not happen. The only thing keeping me with Comcast was my massive backlog on my dvr. I guess that is no longer true.

[ComcastAlly]

Hello, all. 

Thank you for reaching out. I definitely understand your concern regarding the recordings. This is a known issue, and we're working hard to get this resolved as soon as possible. Thank you all so much for your patience. 

[bah14]

Answer was vague; when will it be fixed?

[RigohuStark]

I know how you feel I have been deling with the same isue since april of last year. I have send a priveta message to ComcastChe and ComcastAlly with details of how frustataded I'm to the point that I will problably cancelled my subscriptions (Internet,Phone and Cable) with Comcast I have been a customer since 1995 and since last April 2018I been having the same issue of missing recordings and recordings been deleted from my DVR. I have not received any form of notice of how this issue is been address. Thank you.

[shimadk1]

All Comcast has done was to request m to text my account info to them so they could investigate further.

I as originally told they could only go back 3 months so I didn’t respond as my recordings were older than that.

[Swarheit]

I lost almost 50 recordings last night. Just vanished. And it still says my DVR is mostly full. I want those recordings back! Is there any update on this or why it keeps happening?

[RobertWy]

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@Swarheit wrote:
I lost almost 50 recordings last night. Just vanished. And it still says my DVR is mostly full. I want those recordings back! Is there any update on this or why it keeps happening?

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Were any of the lost recordings over a year old?

https://www.xfinity.com/support/articles/x1-dvr-cloud-technology-general-faqs

[Swarheit]

Recordings from both more than one year ago and recordings made less than one year ago are both gone. And the DVR was not full, so it shouldn’t have needed to delete anything to stay under the size limit. And nothing has ever suddenly gone missing before, and certainly not dozens of recordings like yesterday.

[Secretrose03]

I have been noticing this same issue for the past month. I had some recordings and they started disappearing. For example, I had been recording the series The Flash. I knew that I had watched all of them through episode 13. However, my DVR picked episodes 16 and 17. When I looked for the missing episodes on Demand, there were no longer available to view for free. There was only an option to Buy the episode. I think Xfinity is resorting to some sneaky tactics to get more money. It’s ridiculous, because you pay for the DVR service. And I don’t need some rep responding to me about looking into my account. You know it’s an issue. Just fix it, or I’ll be shopping around for new TV service very soon.

[Sking1]

Turned on cable box and "recordings" is not even an option anymore?? Have two boxes and recordings are showing up on only one and can't do anything with the first one.

[RobertWy]

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@Sking1 wrote:
Turned on cable box and "recordings" is not even an option anymore?? Have two boxes and recordings are showing up on only one and can't do anything with the first one.

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Did you try a system refresh on the failing box?

https://www.xfinity.com/support/articles/x1-system-refresh

[CCKenF]

Exbiffteen, thanks for letting us know about your lost recordings. Are you using a Pace DVR? There is a known issue affecting the Pace Xg1v3 that we are working on currently. 

Ken

[carolriggan]

Our total saved was only at about 50%. Everything that was more than two months old was completely wiped out in the last two days. This saved material was all that kept us from dropping Comcast and switching to ROKU. Smart move, Comcast. Way to keep customers. Also, your internet is spotty at best. It seems to cut out when I’m working on an important project. Every time!

[carolriggan]

And why can’t Comcast reimburse all of us who have lost content?

[Flyinggems]

On Monday May 20th, I noticed that our DVR % went down.  The day before it was in the 80% range of being full on May 20th it was below 50%.  I checked our recordings and noticed several show episodes and movies missing.  I tried re-syncing and refreshing the box.  Nothing changed.

  I contacted Comcast through chat.  They asked me several questions.

No, we only have one box.

No, no one else in the household deleted things.
No, the items were listed to hold for a year and it has been less than a year.

Yes, I checked recently deleted

Yes, I refreshed and re-synced
The shows that are in recently deleted, I did delete.

No, I cannot list all the shows and movies missing.  I told them of atleast 2 shows that were missing episodes.
No, I did not check the cloud because I did not know we had a cloud.  But yes I see the cloud now next to some of the episodes.

They did something on their end.  A few episodes returned and the % went up slightly.  I told them that there were still many movies and episodes missing. I asked for a list of all the items that were missing.  They told me that they will return in 2 hours’ time.  I was then offered to purchase cloud access for $10 a month.  I declined.

It has now been over a week, no other missing movies or show episodes have returned.
My % is still low on the DVR.
Most shows when I go to play, they access the cloud and the playback and other DVR functions are not smooth.
Sometimes as it plays, it stops and says there is an issue and it will now access the on demand option (cannot FF through commercials)
It seems random as it records now, sometimes it is on the DVR and other times it is coming from the cloud.
When we go to watch a show it randomly asks for us to enter our pin to access shows that are below our set rating.
It locked us in Kid Zone, had to restart box.

We thought it may be our Box and have been trying to watch all the shows, I found this thread and I see others having similar issues.  Now I am thinking a Comcast issue.  We should not have to pay extra per a month to access a cloud we do not need.

Could someone from Comcast please reach out to me?  I would like a list of all the movies and shows that Comcast deleted for the past month.

[NetsRock]

My Non-full DVR has had dozens of recordings randomly deleted three times in the past 3 months. I’m wondering why I’m even paying for DVR service.

[tabithamd]

I wasn’t able to watch my dvr or via the website - but I can still access the recordings on my iPhone app!

[bruff40]

This same exact same thing happened to us!!  We had about 75 shows just "disappear" b/c of Comcast.  All of them were shows recorded prior to Dec. 31st 2018.   Most were shows for our kids and some of the Holiday shows were 4-5 years old.  I have called many times now and I think Comcast just gives me an answer to get me off the phone.  Originally, they told me they did a system upgrade in the area and they were still working out some "glitches" but the shows would return soon and I should keep cheking.  Well, that was 4 mohths ago.  Comcast has the worst customer service of any company I know.  I'm paying for a service (DVR) that I am not receiving.  I think it is time for eveyone to "cut the cord" with Comcast, it is not worth the money any more when there are so many other options.  

[Not4sale1]

I went from 90% full to 9% full. Customer service seemed to imply that this was a unique situation. Rep suggested to me that maybe I never recorded the shows. Then suggested that the system would delete a show to make room for another - yet we lost dozens of shows. They sent a service tech out who found over 9000 modem faults, and corrected some other issues, but told me that he had no idea why our recordings would delete themselves. 

If this is a known issue, then why doesn't customer service have a clue (including the rep after it was escalated)? Any help?

Gary

[CCKenF]

Hi All, as Che mentioned before we are working on a resolution for these missing recordings. I know how frustrating this is--I have recordings on my cable box from almost 3 years ago and I would be quite upset to see them gone. If you need assistance with what is missing please send me a private message. We'll be updating these threads with any updates from engineering regarding a fix. 

Thanks for your patience, 

Ken

[Amcspear]

I just got my new x1 and all my recording from the other are missing. I see 28 records at 95% full. I was at 88% full with probably 100 recordings. How is this possible? And most of my shows were recent with the except of some kid movies. I need this issue fixed ASAP.

[cjh01]

First lost recordings. Now, recordings are truncated. Some as short as 11 minutes.

Being told "we are working on it" for over a month and marking this thread as "solved" is not a satisfying answer.

[shimadk1]

What good would a private message do if your customer service people keep trying to put the problem as our fault and do not acknowledge that this is not an isolated issue? Thank you for letting us all know that this is a known issue as we already knew that.  Now someone at Comcast/Xfinity needs to educate the call center folks know this is a real problem and they can stArt documenting the calls and maybe then it will be fixed. 

I started this this thread because one that was started was closed with no resolution at all !!!

[carolriggan]

We didn’t get any satisfaction with a phone call, so we went to the Comcast center on River Rd and Craycroft where we were told to bring in our “box” for exchange. Supposedly, everything should still be in the cloud. I doubt it, but we’ll try it on Monday.

[djbown13]

Got a voicemail saying my issue was resolved. Sadly, all those recordings that went missing are still missing. We first lost recordings about a month ago, and lost some more last week. We'll see if at least the bleeding stops now.

I filed a complaint with the Better Business Bureau about this issue. They not only rejected my claim, but also lied about repeated attempts to contact me, and didn't return phone calls or emails from me when I attempted to discuss the issue. 

They claimed that recordings can be deleted "when the DVR loses connection with the back office for a long enough time, and when the DVR connects it will have lost all DVR previous recordings prior to the new recordings". Whatever that means, which in itself is not true since some older recordings remain and other newer ones from around the same period of time as the missing ones were not affected.

Anyway, good luck to all and don't expect much in the way of help or restitution!

[mao82]

I had more episodes disappear recently. I don't know how many but this is the second time in 2 months. I only know because I saw 1 episode of a TV show was deleted and I know I didn't watch it.

[dana918]

The same this is happening to my dvr. It was only at 54% and deleted a few shows and dropped the percentage down to 49%. Do i need to replace my dvr box?

[bah14]

My experience has been that once the DVR is replaced, I lost ALL of my recordings.

[bla50]

Movies and programs we have dvr'd keep disappearing, and are not even found under "recently deleted."  Why is this happening?  We are not anywhere close to using our capacity.  PLEASE give us an idea how to get these back--many won't be broadcast again.  Since it seems this is a problem others are having, please let us know how it's being fixed and what we can do.

Thank you!

Pierce and Dena Shannon

Huntley, IL

[bla50]

Movies and programs we have dvr's keep disappearing.  We are not close to capacity, and they are not older recordings.  Can you please let me know how to get these back???

[1StickyWicket]

I have had Comcast for over 25 years and I know how to use your equipment and especially the DVR. First of all, I have recordings on my DVR over two years old!  I have been on the phone for hours with Comcast asking about a very specific issue with disappearing programs.  The four different people that I spoke with DID NOT EVEN KNOW THAT THE CHANNEL IN QUESTION EVEN EXISTED!!!

The channel that I am referencing is a SUBSCRIPTION ONLY channel that airs only Cricket and the World Cup has been on since May.  When I said Cricket, two of the four people actually thought that I meant the bug cricket.  Yes they did!  I scheduled a visit from a service person and got a call saying that they had fixed the issue and did I still want the person to come within the timeframe they were scheduled because they found the issue inside the box and upgraded it.  Yes they did fix it for a couple days.  But it has happened again!  Nothing else that is recorded, even the really old programs, is affected.  Since I am paying extra for this, I feel that I should be credited for the this and not charged the $14.95.

I NEED to know why a specific program on a specific channel will record and within an hour or two will completely DISAPPEAR from the DVR, and No it is not in the DELETED files for recovery. If I go to watch it, all that is there at least last night were the Highlights of a game that aired earlier in the week.  The matches only air one time a day and the rest of the day are highlights of previous matches.  I was actually watching the first part of a match that I had recorded and within 15 minutes completely disappeared while watching it.  This is a channel that I pay EXTRA for outside the package deal that I have with Comcast. I have personally contacted the Willow Channel customer support who suggested that I contact you since you are the one that broadcasts the channel. The channel is 3101.  Willow TV.  I can not be the only person who has issues with this channel.  HELP!!!  And btw....I waited "in line"  and was "next in line to chat" on my desktop while working for over 35 minutes.  Something is terribly wrong with issues that customers are having that would take the customer service reps at Xfinity to solve or there is only one person taking care of issues that arise.  If I didn't have work to do while waiting, no I would never wait that long for a customer service rep!  

[1StickyWicket]

YES, as I indicated, I have recorded the matches every day since the end of May.  Except for two evenings, the recording of that day would be gone the next.  They have actually disappeared from the DVR while I am "clicking" to watch the match.  Just last night we were watching the match and a 10 second commercial came on and when it was over, the match was GONE and only the Highlights of a game that aired earlier in the week were on the DVR as well as live TV.  Yes, I was still in the DVR recording.  The matches only air one time a day and the rest of the day are highlights of previous matches. I was actually watching the first part of a match that I had recorded and within 15 minutes completely disappeared while watching it.  So yes, it is recent-last nigh recent!  And I appreciate you sympathy remark that this is happening but you can NOT understand or appreciate the frustration!!! that I am feeling.

[Flyinggems]

My DVR has not deleted shows since May but now it is not fully playing back recordings.

I recorded a movie back in May and the kids said the middle was missing.  I just recently rerecorded it on June 22.  Went to watch it last night and the middle was missing again.  It was scheduled to record from 8-10:30.  The DVR lists it as only recording 112 mins.  When we pull the movie up on the App on the phone, the whole movie is there.

I have been in touch with Comcast and I have an advanced ticket pending.
Has anyone else had this issue and resolved it?

[1StickyWicket]

I have had it happen before when the system “magically “ re-boots. Good luck in getting this resolved. An advanced ticket can mean diddly/nothing.

[Yankees1964]

This is insane. This has been going on for months. I have programs disappearing that are only 45-60 days old. I called customer service. They acted like they had no idea this was happening. Had two techs out and on my third DVR (different brand) and still losing recordings. Obviously there is no sense of urgency but worse yet, no official addressing of the problem by Comcast. Having an issue is one thing, trying to hide it or placate your customers is another thing and a disgrace. Let's get it fixed comcast. We are all still paying our bill for a service you are failing us on.

[Rustyben]

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@Flyinggems wrote:

My DVR has not deleted shows since May but now it is not fully playing back recordings.

I recorded a movie back in May and the kids said the middle was missing.  I just recently rerecorded it on June 22.  Went to watch it last night and the middle was missing again.  It was scheduled to record from 8-10:30.  The DVR lists it as only recording 112 mins.  When we pull the movie up on the App on the phone, the whole movie is there.

I have been in touch with Comcast and I have an advanced ticket pending.
Has anyone else had this issue and resolved it?

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the cloud dvr records the same show and the home DVR or power failed to record the whole show. electricity went out? 

[Flyinggems]

There was no power interruption to the box. 
Usually if there is an interruption to the recoding there will be a message letting me know that the recording was interrupted and not fully recorded.
When the movie was recorded back in May when the box was deleting items, the middle of the movie was missing.  I then re-recorded it thinking that the problem from May was fixed since that is the message I received from Comcast.  The middle was missing on the new recording but at a different beginning and end.  Can not re-record for a third time since it is not available.
Very frustrated with Comcast.

[1StickyWicket]

Understand completely. Paying for a channel subscription that will record; however, when you watch it, it will vanish from the DVR as though it was never there. It happened while a Comcast service rep was here. No one can help me with this. Live sports shown only once, each day, and each day since June 4, this has been happening it vanishes! Records fine. But, it will disappear before or during the viewing. It’s not like I can stay away from work for a month and a half to watch it live!!! Frustrated is an understatement!

[Rustyben]

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@1StickyWicket wrote:
Understand completely. Paying for a channel subscription that will record; however, when you watch it, it will vanish from the DVR as though it was never there. It happened while a Comcast service rep was here. No one can help me with this. Live sports shown only once, each day, and each day since June 4, this has been happening it vanishes! Records fine. But, it will disappear before or during the viewing. It’s not like I can stay away from work for a month and a half to watch it live!!! Frustrated is an understatement!

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the 'middle missing' is very strange, and I wonder if you are starting off on a local copy and the DVR 'fails' during the recording process and during playback the glitch happens and the cloud copy is substituted. for a while while watching recordings after you start the playback hit the OK button and note if the indication in lower left says DVR (and not icon of a white cloud + "DVR"). when it misses the middle but resumes playing hit the OK button and see if the source changed to the cloud. Do you have more than one DVR? is the problem happening on the DVR connected TV or a companion X1 set top box connected TV?

[Bigragooch]

Any updates on when a fix will be coming for this? Recordings continue to be deleted from my DVR without running out of room or being over 1 year old.

[carolriggan]

No one seems to know what is happening to recorded content. Add to that, my bill went from $127.20 a month to $180.34. Unbelievable!

[DGK3]

This same issue has happend to me on two ocassions.

In late April, the vast majority of the recordings I had were deleted.  Contact with comcast said they were working on it and offered $5 compensation (never issued) for the inconvenience.  Follow-up calls in May resulted in Comcast sending a service technician to investigate.  DVR was replaced with no change.

I later received a call saying the issue have been resolved (it had not been) and when I contavcted Comcast, they said the call was an error and that the problem was still being worked on.

Last wee I noticed that all recordings prior to May 1 have now been deleted.  I contacted Comcast and was told they were still working on the problem.  I asked abour compensation for the losst recordings and was told I would receive a $100 credit

Yesterday, I received a call from Comcast.  After 45 minutes on the phone I was informed that the recordings are lost forever.  I asked about compenstation and was bounced to 3 other Comcast employees, where I was told the maximum compenstation would be 2 months of DVR fees or $20.  They indicated there was no record of the $100 offer from just a few days earlier.  I rejected this and was bumped to yet another employee who said she would invetigate and get back to me withinn 24 hours with a decision on compensation.

As I understand things now all my recordings prior to May 1, 2019 are lost forever. Some if the programming I can probably get through on-demand service, but many are no longer available or only available for purchase. The meager $20 compenstation I was offered will come nowhere close to covering the cost to recover the lsot programs.

My overall opinion of Comcast customer service was that they are poorly organized, inconsistent,, and  lack communications skills.  I have called multiple time on this issue only to be reassured that they were working on this issue, only to learn yesterday that there would be no fix to the deleted recordings.  Very irritating and frustrating. 

[DGK3]

Not a unique problem.  I am facing the same situation, with all recordings earlier than May 1, 2019 deleted.

[Fedge]

Had 16 classic doctor who's saved on Friday evening

Have 4 classic doctor who on Sunday

Set to save till space is needed

at 40% capacity

Rebooted and looked in recently deleted

They are gone - Would invite a Comcast employee to reach out in PM to research and possible restore. A DVR is not worth much if they behave this way.

[CCKenF]

Hi All, 

Thanks for taking the time to post on our forums about your missing DVR recordings. 

There was a bug in the firmware code a few weeks ago that caused the missing recording issues you're experiencing. It was detected and resolved since then. Please let me know if new recordings are deleting from your DVR. Thanks for your patience and truly apologize for the inconvenience. 

If you need further support, Please send me a private message with your full name for help. Just click my name and then on the next page, you'll see an option to send me a private message on the top right-hand side.  

[Fedge]

Thanks ken for publicly posting the issue and resolution. I do not like the pm route.

is there any chance on restoring shows?

[CCKenF]

Fedge, I get that--I haven't gotten word on the restoration of deleted content, but I think it's something we can look into. I'm not sure though. When the bug in the code was confirmed, it was resolved/fixed but I didn't see a note from engineering on what restoration. I do see you have a few private messages with our team so we'd be happy to look into your case to see if we can restore them if possible. 

[salad3]

This happened to us as well, and we pay a little over $300/year for DVR service. It's a line item on our bill. WHY are we not being compensated for this loss, again?

[carolriggan]

Comcast sent me an email stating that I was receiving a credit for one month DVR use for one of our DVRs to make up for wiping out 9 months of recordings. That’s their idea of fair compensation.

[kidbizkit822]

I just noticed today - was fine last night - that a majority of my recordings just disappeared?!?!?!  What is the resolution to get these back?