They know this is a problem. They refuse to provide any informatinon. Customer service is just trying to keep us happy - they do not have a clue as to the issue.
They want us to "keep checking" - they refuse to do any outreach.
I can report It is now working properly in the Chicago area-no cloud version of a recording.
Just checked my wife's recording of The Bold and the Beautiful today (it is currently recording). Playback is coming from the cloud. I am in the Chicago suburbs.
I'm in the Northern suburbs if that helps
Log into your Xfinity account >Support and start a chat. Let them know you are experiencing this issue and they will link your account with the DVR outage document and give you a reference ticket number. They will credit your account in your next bill. I don't know if they will do that if you haven't reported the issue and your account isn't linked with the outage document.
A Comcast care tech got back to me via Twitter and said they knew about the issue, but he didn’t say when it would be resolved. Does anyone know if they gave an update about that?
Same problem in Centennial, CO. Doesn't anyone form Comcast monitor these posts and realize they are about to lose hundreds of customers? Or, do they just not care any more?
Same up here in Fort Collins. I suspect they lost hundreds (prob many more) when the ability to set a recording via the Stream app was removed way back in Nov 2017. With this problem they may lose thousands. My Triple Play contract is up next month and even though I've been a Comcast customer for like 15 years, I'm seriously considering a switch, mainly due to ever-increasing price but also because of issues like the one being discussed here.
Add me to the list. I live in Castle Rock, CO and noticed this starting to happen a couple of days ago. DVR at about 75% full. When I select a program from the DVR list, it starts out fine (playing from the DVR recording), then, after a few minutes, it switches to the cloud recording (SD/HD in and out, dropping audio, freezing, etc.).
Between this and the Netflix glitch (supposidly a Netflix issue and not Comcast), I am seriously debating cutting the cable. I am also paying $200+ per month and expect a resolution soon.
Things seem to be working again here in SoFL -- currently recorded stuff is now playing as normal.
Yesterday's recorded things, however, are playing though the cloud (with the cloud icon visible), but at least they're available.
I too have had the same problem the last few days. Funny thing is I have been researching to cut the cord for the last week. Researching options, hard choice though as I've been with comcast for over 25 years. The prices have gone up too much to justify keeping their services. This new issue just might be the thing to push me to a new way of watching TV.
Maybe I will also say that I am "working to resolve the issues" when my bill comes due.
and then they can start working on the issue of stopping your service and reporting you to collections...
always think 3 steps ahead on these things
Same thing happened to me all my recordings are messed up & show up from the cloud and they’re all glitchy. Is there anyway to set it up that recordings are from DVR only?
Same here at 05651. If the recordings play at all they skip, picture is terrible. Add the Netflix stutter and I have to start questioning why I am a Comcast customer for TV at all.
What is going on Comcast? Fix this and fix this now!!
Same here, in Vermont. Skipping, stuttering, failing, sound absurdly low, error messages, "smart resume" failing, on demand loaded instead... the whole bucket of slush. Two plus days of it.
Just finished (1/24/19, 4pm, EST) an online chat, was told they are working to resolve the outage, no ETA available. I asked if there will be a credit, was told there will be. I requested the reference number, was given it. Was then told that to get the credit, I need to contact CS with the reference number, after this issue is resolved.
I got some imrovement in NJ. The Big Brother episode I watched last night no longer skips and jumps and is in HD quality. But still anything that I recorded yesterday or the day before won't play, and it tells they have it On Demand and takes me to that recording. Anything I recorded more than two days ago plays fine. The @ComcastCares account on Twitter answered me right away when I DMed them, and said they know it's a nationwide problem and they got back to me after a few hours again and said they still haven't found a solution, and they'll check in with me again in the morning
Are all recordings now going to the cloud instead of the DVR HDD? Did Comcast just make a major change in that regard, thus the issues?
1/23/19 Same here - ours has been happening for several days. Did the usual restart a couple of times, but no help.
Our main DVR STB version says: MX011AN_3.2p10s1_PROD_sey; our den satellite box is:
How do you tell if your recordings are in the Cloud as opposed to your DVR?
I can only speak for my experience here in Seattle, but I recorded some of the local morning news programs, and those were all cloud-recorded, cloud symbol, slow to start, slow fast-forward, etc.
But my one noon news program was like the regular dvr program, correct resolution, no cloud symbol, rewind/ fast-forward is quick. So maybe it is being fixed/worked on in other areas.
They are doing nothing to resolve it. TIVO sued them and they lost, so they continue to rip off their long paying customers with no notice that this was about to happen. Time to call Dateline!
Why should we have to wait when we pay a fortune? I like to skip past the commercials and on Demand doesn't have that option right now.