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user_5cd870
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9 Messages

Friday, September 15th, 2023 2:58 AM

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Recordings from X1 DVR not showing on stream app or website

I see lots of similar issues posted but no definitive solution. We have a bunch of recordings on our X1 DVR, but only a small number are on the Stream App. The ones from the stream app are from one show, and not the latest recordings. It’s like it stopped syncing. 

I have checked on multiple devices, iPhone, iPad, Fire TV, and stream website, and they all are missing the recordings. 

what can we do to get the recordings synced to the stream app?

Question

 • 

Updated 

4 months ago

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user_hk692x

1 Message

6 months ago

I have the same issue; when streaming away from home, I can not access all of my recordings & shows I deleted on my DVR are available for remote view.  My cloud storage is 47%. And yes I have Signed off and signed on; Powered off & powered on; deleted app & reinstalled app. And in reading all the x1 support responses, there appears to be similar responses without a solution. So, does xfinity plan on fixing this? Thank you.   

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ariestar

Visitor

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1 Message

6 months ago

Hmmm...my DVR shows 51% full, yet there are NO recorded programs showing, whereas yesterday there were quite a few.  I am thinking of buying my own DVR...[Edit: Inflammatory]

(edited)

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Joe4012013

New Poster

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5 Messages

6 months ago

Might as well add my name to the list. Been a customer for 11 years. Just ended up switch plans (didn’t touch the tv plan but signed up a contract that was being offered to lower my rate). Now a bunch of random recordings that are on my DVR (72% used) are no longer available through my streaming app. I have tried on multiple iPads and iPhones.  I have the 185 channel plan with no extra channels. They are available to play on the DVR.  Here are the steps I’ve taken:

  1. I went online to Xfinity and tried to have the AI chat fix the issue. It said it noticed an error and would text me when fixed. It texted but the issue is still going on. Now have it doing something similar but don’t hold out much hope. 

  2. I have sync’d the DVR but that didn’t help. 

  3. I have signed out, deleted/reinstalled the app and that didn’t help. 

This all started right after signing that new contract which did shut my system all down for a bit while I was still on the phone with the rep. They had to talk with the techs and “reset” my system. 

I only have 1 TV DVR (XG1v4-A). If this can’t be rectified in a fairly quick manner then there really is no reason for me to keep the cable vs subscribing to a YouTube TV (I’ve done my research). 

It appears this issue has been going on for months. The customers deserve some response that give them answers as to what is being done to fix this issue. They have spent enough time on here listing the issues. 

Please respond with some helpful information on what is causing this issue and the STEPS that are being taken to fix as well as a timeframe. This isn’t too much information for your paying and LONGTIME customers. 

Please let me know if there is additional information I can provide to help you diagnose this issue.

Thank you. 

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user_sitoaa

1 Message

5 months ago

I'm having a similar issue. I've scheduled two recordings on the web application (xfinity.com/stream), one last night and one Tuesday night, and they only appear on my cable box, not on the web application. Cloud storage is only 71% full (with the 150 hour limit). I went into the cable box options and did the sync, but it did not move the recordings to the web application.

The Tuesday recording says it is recorded on the cable box, because when I go on the cable box and sort by recordings on the cable box it is listed there. Whereas the recording from last night is not on this sorted list for recordings on the cable box, and it's also telling me that this recording is "Watched" when I have not watched it yet, maybe that is part of the issue?

I am willing to have a direct message conversation with support, however there is no "direct message icon" at the top of the forums page, and the link for direct messaging (https://forums.xfinity.com/direct-messaging) appears to be defunct.

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user_ohjg0r

5 Messages

I had to contact Xfinity for a different issue and the technician saw my comments about this problem. He said to delete the app and reinstall it. I did that and it’s still not working. I don’t think Xfinity cares to fix anything. They just want our money. 

5 months ago

0

user_34w1w0

1 Message

5 months ago

Has anyone found a fix?

2

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user_ohjg0r

5 Messages

Not that I can find. And with so many people having the same issue m, what is direct messaging going to achieve?  Xfinity needs to fix it for everyone. 

5 months ago

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XfinityMarcus

Official Employee

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996 Messages

user_ohjg0r thank you for reaching out and using the Community Forums page regarding your concerns with recordings. I understand where you are coming from in terms of finding a solution for everyone. The reason we would need to get into a direct message with a customer is to locate account specific details that would help us resolve the issue. This may lead to a solution which is universal.

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

5 months ago

0

user_5fudbf

1 Message

5 months ago

It is patently obvious that the stream app DOES NOT WORK. People on this list keep saying the same thing is happening to them. Xfinity support keeps on saying that "We will get to the bottom of this." [Edited: Language]!

If you wanted to do that, you would just fix the stream app from your end.

(edited)

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user_8ptsdk

10 Messages

nope - there is no issue any more - it works fine if you cough up #10/mo for more cloud storage - they sneaked in this change without letting the customers know - i said all this in a post here earlier. My streaming works fine now.

5 months ago

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user_8beacf

Visitor

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1 Message

5 months ago

Same problem as everyone else.  Still no fix years later.  

1

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XfinitySheila

Official Employee

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804 Messages

 

user_8beacf Hi there! I would love to help.

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

 

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

5 months ago

0

Steeven

Contributor

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10 Messages

5 months ago

Same here. Just DMed support.

3

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XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @Steeven! We have received your direct message. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message. We can definitely continue to assist you over 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

5 months ago

0

user_7c2yxl

1 Message

WOW!! I went online to see if I can find a fix on why my shows are not syncing to my Roku TV. I did the usual, delete, reinstall, system start, dvr re-sync, etc. Nothing has worked, it used to work but for some reason it stopped working. We pay so much and I just want to watch my shows in my room. This is a big problem and I am surprised Xfinity has done nothing to fix this problem. This problem goes back for over a year now. 

5 months ago

0

XfinityMarcus

Official Employee

 • 

996 Messages

user_7c2yxl thank you for using the Community Forums page to reach out. I know how important access to your favorite programs is and would be more than happy to look into the concerns with your video sync. Aside from the steps you have already attempted, have you also used the Xfinity Support site to address this issue?

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

5 months ago

0

user_cbo9rf

4 Messages

4 months ago

I have the same issue. 
many recordings that are available on my local DVR do not show in the Xfinity Stream app on my iPhone and iPad. 
I logged out and then logged in. Same issue. 
as your an tell there are many others report the same issue. Plz provide a real solution!

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0

Ridger1970

2 Messages

4 months ago

I have had Xfinity for 15+ years and pay over $400/month . I am learning that if you stream over 150 hrs a month your streaming is paused until the 1st of the month. We should ALL be getting credited as this was NEVER communicated with customers. I will be changing services if this isn’t fixed soon. I want to stress this IS NOT an app issues but an update in terms of service without NOTIFICATION. Very bad business!

4

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user_cbo9rf

4 Messages

@Ridger1970​ 

are you saying the  Xfinity purposely limiting the number of recordings available on the mobile streaming app (while more recordings available on the DVR)? 
I have plenty of storage on the  Xfinity  cloud and I hardly stream from my mobile app. 

4 months ago

0

XfinityShawn

Official Employee

 • 

1K Messages

 

user_cbo9rf Have you tried any troubleshooting through the Xfinity app or Xfinity Assistant? 

 

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

4 months ago

0

user_cbo9rf

4 Messages

Yes, we tried everything.
Can this be escalated to the highest level of support? There is clearly an issue with the Xfinity system, it is not a customer issue.

i called Xfinity support and even the person who took my call had the same issue on her personal Xfinity Stream application. But she ignore the issue and said i should "download the recordings" to my app instead. Completely bogus response. I insisted so they are now sending technician to my house. It will be a completely waste of time as this is a software issue and not related to hardware/modem/cables.

4 months ago

0

XfinityWilliam

Official Employee

 • 

1K Messages

 

user_cbo9rf Let's take a closer look and see what is going on. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

4 months ago

0

user_6rknz2

1 Message

4 months ago

Same problem as all of these other customers. The DVR box shows more recordings than my app.  The DVR is 46% full.  I’ve signed out of the app and then back in (no change to what the app shows), can set recordings via the app (they record ok).

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