Missing DVR option

I have had my Xfinity service for almost a decade. Maybe longer. I know how to use it. I record shows on my DVR every night or my very early morning shows. And I watch them with a cuppa coffee when I get up. This morning, I could not, because the app on my TV, my iPhone, and my iPad was missing the option for a DVR. I’m not saying just my recordings were missing, I’m saying the button that says DVR at the bottom of the screen when you open any of the apps, is gone. I tried to explain this during hour and a half conversations with customer service this morning to no avail. I now have an appointment for a technician to come out this afternoon. He’s going to look at my app and say Yep it’s missing. I’m really not happy right at the moment. I paid too much for this service to have something like this happen.

Responses

XfinityGabriel

Official Employee

•

1.9K Messages

3 months ago

Charly1823, Hi there! Thanks for taking the time out of your day to visit XFINITY. We appreciate you for your long-time loyalty and for sharing this information. I can understand how unhappy you are at the moment. I know how important it is to pay for service and to receive reliable and quality service in return. I am sorry to learn about this experience with the DVR button disappearing at the bottom of the screen when using the Stream app on your iPhone and iPad. Your time is valuable and we appreciate you for the time you spent explaining this over the phone. You've come to the right place. Our team of specialists are experts in resolving video service issues. Would you mind sending us a picture of what you are seeing on your end? When the button was showing, was this what you would click to access your recordings? After reviewing this further, I have located the steps for accessing recordings on the app. Here are the steps below. Please let me know if this helps.

Open the Xfinity Stream app while connected to any WiFi or mobile network.
Tap My Library.
Select Recordings to see all the recordings on the DVR.
- Alternatively, from the Home page, you can scroll down to the Just recorded section to see a list of your recorded programs.
Scroll though the recordings and tap on the desired TV episode or movie.
Tap Watch to start watching the selected program.

Charly1823

2 Messages

Gabriel,

Thank you so much for reaching out. I should’ve updated this post yesterday, but I was just relieved and kind of tired. The tech came out and he refused to leave until he got it fixed. He played with a few things outside he called somebody on the phone. He checked the downstairs television, then the upstairs television. Pushed a few buttons here pushed a few buttons there, tried a few things on the remote and low and behold everything came back. It wasn’t on the streaming app by the way. It was on the TV Remote on my iPhone and on my iPad that was missing. I don’t use the Stream app unless I’m traveling, I thankfully get everything I need on my television. The last person I talked to on the phone, who I thought was crazy for sending out a tech, spent so much time with me and was so kind and gracious, and then I got great Customer service from the tech and whoever he was on the phone with. so by the time he left, my happiness was restored. All my recordings were still intact. Thank you again for reaching out, please look up my account and thank the people who helped me yesterday. I thanked the tech while he was here, I thanked the wonderful person I talked to on the phone, even though I thought he was crazy. If you could make sure that they know how much effort they put into my issue and everything they did to resolve it. The price of Xfinity service may be high, but the customer service is always beyond Compare when I do have an issue, which thankfully is extremely rare. Feel free to close this issue.

3 months ago

XfinityGabriel

Official Employee

•

1.9K Messages

Charly1823, You're welcome. I am very pleased to hear that your happiness was restored. When you mentioned "This morning, I could not because the app on my TV, my iPhone, and my iPad was missing the option for a DVR," I believed it was more of an app issue. I will be happy to pass along this great feedback in regard to your favorable experience. In order to pass this along, I will just need to pull up the account. Please send me a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

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

3 months ago

Xfinity App

Charly1823

Missing DVR option

Was this helpful?

XfinityGabriel

Charly1823

XfinityGabriel

New to the Community?