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Someone else’s recordings showing on my account!

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Official Employee

Re: Someone else’s recordings showing on my account!

Hi @Tek 

 

So sorry this is happening again, it is a very inconvenient situation. Can you confirm whether this is happening both on your X1 box and on stream?

 
 
 

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Frequent Visitor

Re: Someone else’s recordings showing on my account!

@Tek
Yes, my issue was resolved, but they told me that we did the “heavy lifting” for them by making the connection of who the two parties were. We were dealing with engineering. They tried a number of different things , nothing worked, so they deleted all my devices, all their devices, wiped out all passwords, cleared all histories, turned off any auto fill passwords, Etc. Then we had to add all devices back, reinstall the Stream app and manually log all devices back in. So far, so good. I know how frustrating it is. My problem was ongoing for months.
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Problem Solver

Re: Someone else’s recordings showing on my account!

@ComcastCesar it is on all boxes and the stream app, but the recordings on the box play in the cloud when  I play them.  The channles are are recorded from are not even the same channel line-up for the 6 surrounding towns. Clearly COLORADO again and not Massachusetts. 

 

The Executive Offices are already involved and have escalated a ticket to National Tier 3 support due to the fact that this is now almost 7 months old from the very first occurence (even before I posted here). 

 


Tek
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Official Employee

Re: Someone else’s recordings showing on my account!

Ok, I will file a separate ticket on your behalf just in case.

 
 
 

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Problem Solver

Re: Someone else’s recordings showing on my account!

@ComcastCesar I would rather wait. I don't want to confuse the process as I have the new ticket number. They said they are working on it. If I don't get anywhere I will post back..


Tek
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Official Employee

Re: Someone else’s recordings showing on my account!

Hi @Tek ,

 

I managed to get my escalation resolved on your behalf. It appears that your nDVR account was indeed linked to another account (one specific device) in the Colorado region, the device has been removed and your account has been updated to reflect its actual location.

 

Somebody will reach out to you, likely via phone, to validate and confirm resolution, so be on the lookout!


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Problem Solver

Re: Someone else’s recordings showing on my account!

Hello @ComcastCesar

They did say this happened before and it was unlinked, but then happened again. Also, what is a nDVR?

How does this happen to begin with?

I would be very very excited if this was fixed for good.

Tek
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Official Employee

Re: Someone else’s recordings showing on my account!

I am unsure what was done previously, but this time we were able to find the source of the issue.

 

nDVR is the networkDVR your account belongs to, think of it as a cluster of recordings from many accounts. Yours was previously assigned to the nDVR in Colorado, hence why you were getting all those random recordings. Now, you should be a member of the appropriate cluster, and since the device that kept resurfacing and reverting your membership to Colorado has been removed from your account, we are hopeful this will not be an issue for you moving forward.


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Problem Solver

Re: Someone else’s recordings showing on my account!

@ComcastCesar

My cloud / Stream. Including my scheduled recordings and previous recordings are all gone?

I can see them on my DVR in home, but not on Stream?

Will they come back? EDIT: The scheduled recordings are back.  My recordings are missing from the cloud still, but I watch them on the box. I just recorded a new one and it showed in stream. So eventually it will just catch up again. 

 

The random recordings are gone from my DVR. Which is good because this did not happen the last time.


Tek
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Official Employee

Re: Someone else’s recordings showing on my account!

Moving forward, all your new scheduled recordings will be available both local and on stream. Sadly, however, in order to solve your specific issue, previous cloud recordings had to be purged.


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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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Problem Solver

Re: Someone else’s recordings showing on my account!

@ComcastCesar 

 

The scheduled recordings have synced back to my Stream App and Cloud. I am fine with not having any previous Cloud recorings if this is fixed.

 

I am sending you a quick private message to ask something else. 


Tek