DVR storage limit changed after service change

This is related to service changes that happened over a month ago. When these changes happened the storage limit on our DVR was reduced to 20 hours and we lost a lot of recorded shows. I'm not exactly sure of how many hours we used to have, but it was certainly over a hundred hours. Why was this feature so sharply reduced? We were never told this would happen and we need to get it restored to its previous levels.

Responses

XfinityAlfonso

Official Employee

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1.2K Messages

7 months ago

Good Evening user_04bf85 we appreciate you taking the time to reach out regarding these DVR service issues. It sounds like you had an included DVR service in an older plan, but the new one did not have this, so it would need to be added a la carte. Please follow the instructions below to reach us 1-1.

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

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user_04bf85

Visitor

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13 Messages

Your solution of "I can pay $10 more a month to get back what I used to have and what should never have been removed is NOT a solution. It should have been restored as a courtesy. [Edited: "Inflammatory"] I'm sick of it. And from the amount of people on this forum with similar issues, they are sick of it as well. Try doing what's right for a change instead of just what makes you more money.

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7 months ago

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user_1im2av

1 Message

Same thing happened to me. I re-negotiated my plan for a price discount and was assured that the plan was EXACTLY the same. Now I only have 20 hours of DVR storage and it doesn't record two shows at the same time! What a rip-off.

7 months ago

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EASmitty

New Poster

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8 Messages

I'm going through this right now. On my fourth agent (the first said give him an hour to check and never returned) and second ticket. Not hopeful. I'm a "platinum" customer which means nothing when the company has no customer loyalty. I woke up one morning and everything was gone. I lost a lot of shows, some of which I can now only watch if I pay for the individual episodes. If Xfinity comes back and basically says sorry–not sorry it will be time to look at other options. I feel like this must be so frustrating to the agents as well. Very disappointing.

5 months ago

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JC