Stream App Not Showing All DVR Recordings

Hi, I'm having an issue with my DVR recordings not appearing correctly in the Xfinity Stream app.

Previously, all recordings were showing as expected, but after some recent account adjustments, most of them have disappeared from the app.

My DVR currently shows 139 recordings and is about 80% full. However, the Stream app only displays 17 recordings—and they’re not even the most recent ones. The app also shows storage at 99%.

Is this a syncing problem or a storage/capacity issue? And is there anything else I can try or that needs to be done to fix it?

Here’s what I’ve already done:

Uninstalled and reinstalled the Stream app
Rebooted the DVR
Manually synced the DVR

Given the cost of these services, I expect my recordings to be reliably accessible on both the DVR and the Stream app. I’d really appreciate any help in resolving this!

Responses

XfinityAmandaB

Official Employee

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2.1K Messages

5 days ago

user_jp6biw Thank you so much for reaching out for help with your DVR storage between your DVR and the stream app not matching up. I would recommend a DVR sync; you can do it super easily on your end and only take a moment. On your X1 TV box remote, if you hit the Xfinity Button and use the right arrow to get the gear icon to access the settings. You can then use the down arrow to scroll down to Device settings. In device settings at the very bottom, you will see the option to sync your DVR. When you hit okay on this option, you will get the option to Sync DVR Now. This will update your recording library for you on the Xfinity Stream app.

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user_jp6biw

3 Messages

Thank you for your response. As noted above, this was one of the steps that I had previously tried with no results. I did try this again as you suggested, and it stated that my DVR was in sync. Unfortunately, my issue is still not resolved. The stream app still does not show all of my DVR recordings, including recent ones like Amazing Race and Survivor. Please help me resolve this issue. Thanks in advance.

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3 days ago

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XfinityJamesC

Official Employee

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2.1K Messages

My apologies for the misunderstanding, @user_jp6biw. You mentioned that your DVR was 80% full with 139 recordings, but your stream app was 99% full with 17 recordings after some recent account adjustments. Did you remove your dedicated DVR service or downgrade from the standard 150-hour DVR service to the 20-hour DVR Lite service as part of those adjustments? That would explain why you had so many more recordings on your physical device than you do on the cloud.

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3 days ago

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user_jp6biw

3 Messages

Thank you for your response. I wasn’t aware of any changes to my account, but I recently upgraded to unlimited bandwidth due to recurring overage issues caused by using the streaming service. At the time, I wasn’t informed of any streaming downgrades. Is there a way to restore full access so I can continue using my main television to view the programming? If I do have DVR Lite, this service does not suit my needs, and I would prefer to revert to the original service I had. I appreciate your help.

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12 hours ago

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XfinityKassie

Official Employee

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1.7K Messages

user_jp6biw Absolutely! Any changes to your services would be included in the consent order, along with your order confirmation for your records. I can definitely help review over the changes that were made, and restore your DVR services. To begin, can you please send a Direcct Message with your name, and service address?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen 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.
A "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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7 hours ago

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Xfinity Stream App

user_jp6biw

Stream App Not Showing All DVR Recordings

XfinityAmandaB

user_jp6biw

XfinityJamesC

user_jp6biw

XfinityKassie

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