Xfinity X1 box XG1-P DVR deleted all older programs

[pslaymak]

I would appreciate help diagnosing why a few days ago almost all the programs on the Xfinity X1 box XG1-P DVR and the Xfinity website were deleted older than March 15, 2020, although the limit now appears to be 45 programs. If an additional program is recorded, the oldest program is automatically deleted keeping the total at 45. The percent full indicator can range from 2% to 14% full, which makes no sense.
Restart and System Restore did not change the programs stored, and the missing programs were not in the Deleted Programs folder.
Is this an Xfinity server/software issue, such as has been reported in 2019, or is it a malfunction of my particular unit. Are the deleted programs recoverable? Or or they just gone?
If it's the unit, how can I swap for a different XG1-P DVR unit that has the same features as my current unit.
Thanks.

[Rustyben]

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@pslaymak wrote:

I would appreciate help diagnosing why a few days ago almost all the programs on the Xfinity X1 box XG1-P DVR and the Xfinity website were deleted older than March 15, 2020, although the limit now appears to be 45 programs. If an additional program is recorded, the oldest program is automatically deleted keeping the total at 45. The percent full indicator can range from 2% to 14% full, which makes no sense.
Restart and System Restore did not change the programs stored, and the missing programs were not in the Deleted Programs folder.
Is this an Xfinity server/software issue, such as has been reported in 2019, or is it a malfunction of my particular unit. Are the deleted programs recoverable? Or or they just gone?
If it's the unit, how can I swap for a different XG1-P DVR unit that has the same features as my current unit.
Thanks.

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your DVRs MoCA communication may have failed and the other set top boxes are only able to get streaming DVR versions of the programs.  Are you not able to use a more modern set top box (like the 4K xg1 version 4 DVR)?  That pace model was the first version and only has 5 tuners and many other issues.

[pslaymak]

Thanks for the reply. I also looked at a similar posting "Playback issues-help!" https://forums.xfinity.com/t5/X1/Playback-issues-help/td-p/3322662 . Here is some additional info:
- the roughly 45 program limit is about the 60 hour limit of the cloud DVR. The % Full indicator seems to refer to the storage in the DVR which is apparently not being used correctly since it reports a range from 2% to 14% full.
- the external non-DVR X1 box typically shows DVR when playing a stored program, although a few programs do show the cloud DVR symbol
- the X1 box XG1-P DVR is connected by both cable to Xfinity and to ethernet by the TECHNICOLOR CGM4140COM internet/telephone cable modem. Streaming through the X1 box XG1-P DVR works fine.
- my question is really to Xfinity - can they do a remote diagnostic test on the X1 box XG1-P DVR to determine where the malfunction is?
- if the X1 box XG1-P DVR is malfunctioning and neither Restart or System Refresh fixes it (hasn't so far), then how can the box be swapped out for a similarly functioning X1 unit?
- the reason for requesting the X1 box XG1-P DVR is that it is the only one listed on the Xfinity website with component outputs which my current audio/visual system setup uses. Otherwise, I would have to do a major revamp of my setup, which I would rather not have to do unless there is absolutely no other alternative to getting the X1 box system working again.

[CCAndrew]

There should not be an Ethernet connection to the cable box, remove it as it may be interfering with box functions

[pslaymak]

Thanks for the information. The ethernet cable has been connected ever since installation in roughly September 2016. I have now disconnected it and see no change in the X1 box functions, so apparently it was non-functional. Streaming using internet Apps and Xfinity VOD both work.

[pslaymak]

I appreciate the responses - it appears that the X1 box has malfunctioned since it's not recording to the internal disk and the controls (pause, advance, guide, etc) now occasionally hesitate or even freeze requiring reseting the X1 box.
The questions are: 1) can Comcast remotely run diagnostics to verify the box has malfunctioned? 2) how can I swap the XG1-P DVR unit for another. Store pickup appointment? by delivery?

Thanks.