Why my recorded movie was suddenly gone from my saved listings

I have had the movie Laura on my recordings list for a while. Suddenly, the movie was gone. It was not in my “recently deleted” section. When I tried to find where I could re-record this (it was originally recorded from TCM), I found that my only options were multiple streaming services with a “buy for” price attached. I asked at my local Xfinity store since there is no real help on the non human “Assistant” access. After explaining my findings, the person there tried to explain that something may force them to remove a recording if there is now a “license” issue. If that is the case, there should be a notification from Xfinity when they delete something like this for the person who pays their bill every month. That I have had to do my own research and analysis creates a real “distancing” from customer interaction.

As a note, I have been a Comcast/Xfinity customer for 40 years….it is obvious that the only answers to anything from the virtual Assistant and the options on the phone redirecting to the “Assistant” are to reboot or disconnect and wait 30 seconds. We are not so incapable of figuring that out for ourselves…especially after the first several pat responses…that we need this as an option. Has Comcast/Xfinity gotten so big that there is no imaginative or honest resolution for the customer?

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EG

Expert

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109.5K Messages

1 month ago

The concern is not "accessibility / disability" help related............ Topic moved here to the TV help section for assistance.

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XfinityAldrik

Official Employee

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2.1K Messages

1 month ago

Thank you for reaching out to us @KYak! I know I personally like having the DVR service to save favorite movies, so I can watch them again multiple times whenever I’d like. At this time, DVR recordings can be saved for one year. For more information we have this dedicated article here.

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KYak

New Poster

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4 Messages

@XfinityAldrik

Well…since you have iCloud storage of my recordings and my DVR is not full, I am not buying your answer. My point was that the deletion is never noted to the consumer (me) and if I record movies directly from the station, there is no option of time, just a “your recording is set “. Acknowledgement of your action…regardless of reason…should be part of the service I pay for. Be a complete provider.
I still believe part if this is the fact that these deletions run into some kind of streaming issue where the movie/program is now a fee based view/purchase. Again, pat answers just referring me to the ‘articles” is just as unhelpful as the “Assistant”.

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1 month ago

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XfinityMarcos

Official Employee

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2.3K Messages

KYak, I completely get where you're coming from, and being dissapointed with that deleted recording. I'm a huge movie buff, and would be feeling the same way. I'd love to review your account and DVR status to see if there is any way to recover the title you mentioned. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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

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KYak

New Poster

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4 Messages

sorry…this elimination of my recordings has nothing to do with the timeline if one year as you stated. The one year timeline is never a notation on movie recordings. This has to do, I suspect, with a hidden “contract” with other streaming/program providers. Let me reiterate….I now have noticed that one more movie was gone from my recordings the other day.
I am a researcher by profession…I do not accept pat answers…two of the movies are now only available for rent/purchase and the other of my three deleted recorded recordings is only now on MGM+ which requires a subscription.
I suspect that there is something else going on.

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18 days ago

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XfinityRichard

Official Employee

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1.7K Messages

Hi there, @KYak I'm very sorry for the trouble you are experiencing with your movies. I'm not sure what you mean by hidden contract but with DVR recordings they are only available for 1 year.-Richard

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16 days ago

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skintime

Contributor

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284 Messages

23 days ago

Welcome to Comcast. I have literally lost hundreds of recordings over the years. They just vanish from my recordings with no rhyme or reason. Just lost Woodstock for the 2nd or 3rd time. Just gone. Have probably recorded the Godfather movies 3 or 4 times because they just keep disappearing. There have been dozens of threads about it over the years and nothing has been done. Guess I'll have to keep my eye out for Woodstock again and record it again and watch it real quick before it is gone

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XfinityJeniece

Official Employee

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3K Messages

Hey there, skintime, thanks for reaching out through Xfinity Forums regarding your account. We would be happy to help you with troubleshooting those missing recordings. We want to ensure you have access to the programs you recorded.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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
Press Enter to send it.

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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21 days ago

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KYak

Why my recorded movie was suddenly gone from my saved listings

EG

XfinityAldrik

KYak

XfinityMarcos

KYak

XfinityRichard

skintime

XfinityJeniece

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