DVR metadata

This issue persists across hardware replacement and has been going on for weeks.

Main DVR box shows:

* approx. 545 recordings
* approx. 61% full

Satellite box shows:

* approx. 533 recordings
* approx. 99% full

Recently Deleted is empty on both boxes.

Gateway and both TV boxes have been restarted multiple times.

The satellite box was replaced with a new box and the exact same recording count and 99% full condition persisted immediately after activation.

The Xfinity Contact & Support page cannot determine the status of the satellite box and also reports a modem issue, despite internet service functioning normally.

This appears to be an account-level cloud DVR synchronization/provisioning problem rather than a hardware issue.

How can I get through the barriers Comcast has built between me and a human being who can fix this? The AI "assistant" is useless and the folks in the store tell me they can't do anything.

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XfinityTommy

Official Employee

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2.8K Messages

17 days ago

Howdy Rich_in_NFPA

Typically, the Cloud DVR, and physical in home DVR storage are two separate metrics you would see details on. Have you run a system refresh on the devices after deleting content? It can sometimes take about 24 hours to fully refresh after stored content is purged.

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Rich_in_NFPA

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7 Messages

What do you mean by system refresh? Both boxes and the gateway have been unplugged & rebooted multiple times.

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15 days ago

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Rich_in_NFPA

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7 Messages

@XfinityTommy What do you mean by system refresh? Both boxes and the gateway have been unplugged & rebooted multiple times.

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15 days ago

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XfinityJon

Official Employee

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1.5K Messages

Okay, thank you for that information. We can certainly look into this further.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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15 days ago

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Rich_in_NFPA

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7 Messages

@XfinityJon Thanks — I’ve posted the issue with my name & address.

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15 days ago

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XfinityShawn

Official Employee

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2.4K Messages

@Rich_in_NFPA We have received your DM, and will assist you over there moving forward.

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 a reply as the Accepted Answer. tick

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15 days ago

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X1

Rich_in_NFPA

DVR metadata

XfinityTommy

Rich_in_NFPA

Rich_in_NFPA

XfinityJon

Rich_in_NFPA

XfinityShawn

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