dvr deleting recording unprompted

For months now my DVR has been randomly deleting recordings. Lately, it's gotten significantly worse. I've followed all of the trouble shooting recommendations with no improvement. Last week, I went into an Xfinity store to replace my DVR. Problem still not solved. Adding to the frustration is the inability to talk to a human being. I'd appreciate any help you can provide.

Thank you.

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XfinityDemitrius

Official Employee

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2.9K Messages

5 days ago

Hey @user_10lakg, Thank you for visiting our official Xfinity Forums Community support page. We would be more than happy to assist with the Xfinity Video DVR feature. We offer a few different varieties of the Xfinity DVR service. Do you happen to know if you have our 20 Hour, 150 Hour, or 300 Hour DVR Tier?

Could you please review your billing statement which will tell you of your TV package name along with any additional add-ons such as the DVR? Please reply to this comment with your plan information so we can help review further.

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user_10lakg

Visitor

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4 Messages

My bill says....

TV: Video Price $110.25

Popular TV $70.50

Includes Limited Basic, Sports & News, Kids & Family,

Entertainment, Streampix, HD Programming and 20

Hours of DVR Service.

Broadcast TV Fee $37.75

Regional Sports Fee $2.00

and for equipment...

Equipment & services $14.00

TV Box + Remote $14.00

I appreciate any help you can give me

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4 days ago

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XfinityRaul

Official Employee

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3K Messages

@user_10lakg Thank you for sharing the breakdown of your bill. We can do one of two things to help resolve this problem you're having with your recording getting deleted.

We can repackage your service to our TV Plus with 300 hours of Cloud DVR space or we can add the DVR service with 150 hours of space for $10.

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

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user_10lakg

Visitor

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4 Messages

Thank you for your response but how would this resolve the problem? As an example, I can see that something is recording and it might be available for a short while after recording is complete. But then, it disappears. Same day.

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4 days ago

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XfinityJanelle

Official Employee

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2.3K Messages

The storage is most likely full, so it is deleting recordings automatically. In order to stop there you would need to get more DVR storage more then the 20 hrs you currently have on the service.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

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4 days ago

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user_10lakg

Visitor

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4 Messages

I don't know that it is full because in the upper righthand corner it says 10% used. Also, if it were full shouldn't it delete old recordings? It seems like a glitch in the system to record the show and then almost immediately delete it.

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4 days ago

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Customer Service

user_10lakg

dvr deleting recording unprompted

XfinityDemitrius

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XfinityRaul

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XfinityJanelle

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