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Experiencing a DVR record issue.

Pfernando2Pfernando2 Posts: 1
in TV Equipment May 30, 2018

Im experiencing a DVR record issue. When I spoke to a Chat Rep they sent a refresh signal and then the DVR worked and recorded for that day, however the scheduled recordings did not record. I have been through the refresh signal 2 times already and it still doesnt work. At this point I dont think Spectrum knows how to solve the issue.. No I wont go through the refresh process again, I need another solution. I dont pay a monthly fee in order to go through issues that cannot be resolved. 

Best Answer

  • SatchSatch Posts: 3,641 helper
    Jun 19, 2018 Accepted Answer

    @Chris_l wrote:

    Thank you for your response.   

    The DVR has been refreshed many times and also rebooted several times.  The technician who visited our house checked signal strength and connections.  All were just fine.  The recommendation then was to replace the DVR.  I likely will have to do this but will lose all programming and shows residing on the DVR.  Ugh!   Went through this last year and it is a PITA.  

    My questions were and still are:

    1)  Are there issues upstream of us?  The technician told me that problems had occurred that might have affected us.

    2)  Is Spectrum's work to move to on-demand services affecting me/us?   I noticed that my recording schedule is now accessible via the web.  This sort of work on Spectrum's part tells me that changes in how services are delivered/managed is changing.  A Spectrum service rep confirmed that this was occurring but said it should not affect my service.  Having been in IT for 30+ years, I know how big changes can affect users downstream.

     

    Bigger question....is Spectrum moving away from DVR services and strictly to on-demand?

     

    Having said all this, I'd really like answers to my questions above before I swap out DVRs once again.

     

    Thanks!!


    Hello all,

     

    Here are general answers to questions about the DVR:

     

    If your picture is pixilating, loss of channels, On Demand issues- This is almost never a box issue and almost always a signal or drop line issue.  This could be a problem with the drop line, the tap, your junction box down the street, an issue with a bad tap.  In this case, avoid rebooting any boxes, modems or routers for six hours before a tech visit.  Doing so will reset the error codes back to zero and the tech needs to see the error codes.

     

    A NEW OR SWAPPED BOX WILL NEVER, EVER SOLVE BAD SIGNALS, DROP LINE PROBLEMS, OR WIRING PROBLEMS!  This mandates that the wiring or drop line be replaced.  It could be that, it could be the tap, it could be the junction box on your street.

     

    DON'T OVER-REBOOT-This puts a strain on the box, in addition to resetting the error codes that the tech needs to see.  This is also true for modems and routers as well as boxes.  If you have bad signals, a reboot will only temporarily resolve things.  But the problems will come back unless the wiring, drop, or tap issue causing the problem is replaced.  If two reboots AT THE MOST are not fixing things, something else is wrong.  You should be able to go for months without rebooting if lines, signals, and wiring are good.

     

    When might I need a new box?

    • The box makes a clicking or loud humming sound indicating a hard drive failure may be happening.
    • The box constantly reboots.  (Only if your signals are REALLY HORRIBLE would this be a signal issue.)
    • The box is really super slow and signals and lines are good.
    • You have an old SA-model box or Motorola box that is going on ten to fifteen years old, and want a box with more storage (if you have DVR service, a more modern interface, and a faster response time to remote commands.)
    • Your box does not boot up at all.

     

    The Cloud Technology- Yes, Spectrum is moving to cloud-based services where more DVR functions will be in the cloud and come off of the cloud.  Long term goal is to store shows, series, movies and settings in the cloud, so that they will be pinned to your account and should you need to swap a box, your shows and settings will be intact.  The boxes will be doing less work in the future, as more and more features and settings move to Spectrum's network servers.  On Demand will not replace DVR programs per se, even though On Demand is an important adaptation to the cloud-based technology.

     

    Satch

Replies

  • gettingupsetgettingupset Posts: 2
    May 30, 2018

    I've had the same issues without resolution.  When Time-Warner had service I did not have these issues.  I suspect something in Spectrum system is causing this problem.  The problem I'm having is that I schedule a recording, the DVR says it has the info and even showing up as recording on the Guide, but when I go to play show back, only the title is in DVR recordings list, no show is recorded.

  • SatchSatch Posts: 3,641 helper
    May 30, 2018

    Hello all,

     

    Since rebooting the box has not resolved this issue, users with DVR problems should contact Spectrum for a signal and drop line test.  Avoid rebooting any boxes, modems, or routers for six hours, so that the error codes do not reset.  A box swap will never solve bad signals or line issues.

     

    If the signals are good, the box may need to be swapped.  Also post your city, state, and zip, so that we can see if these issues are from the same area.

     

    Satch

  • Julia_RJulia_R Posts: 4,207 Lead Mod
    May 31, 2018

    One thing you can do on your side is inspect the wiring. Are all of the cable cords secured tightly to the DVR and the coaxial outlet? Do you have any splitters in the home? Is the DVR connected to a splitter or directly to a wall outlet.

     

    Do you see any damage or corrosion to the cable or outlet/splitter? Have you had

    recent storms or have you noticed anything that precipitated this problem?

     

    If you have Internet the signal levels and logs from the modem may help identify the issue. 

     

    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

  • JBolducJBolduc Posts: 1
    Jun 13, 2018
    Lewiston, ME 04240
  • Chris_lChris_l Posts: 3
    Jun 16, 2018

    I, too, have been experiencing DVR recording issues for about a month now...off and on.    Shows recording are often only partials...not the whole show.   I’ve had technicians out to test signals and connections...all great!

     

    i suppose the enhanced Cisco DVR might have a problem....but....

     

    Spectrum is moving local DVR programming to their “cloud” and I am beginning to think that they are having issues with this.   I get that they want to move everything to On-Demand (I’m not crazy about the OD service....cannot FF thru commercials) but I pay for a DVR service that should work.

     

    anyone else experiencing partial DVR recordings?

  • karlbeckmankarlbeckman Posts: 2,208 ✭✭✭✭
    Jun 16, 2018

    The comment has come up several times already on the forums.  The video content provider takes control of your ability to FF through their commercials, and THEY are the folks charging the advertisers for those ad inserts.  The cable companies are contractually limited by the program supplier to the number of minutes per program that they can run their own local commercials.  

  • Chris_lChris_l Posts: 3
    Jun 17, 2018

    I get the part about FF....I accept it...just don’t like it.

     

    The real problem are the partial recordings.    Spectrum support told me that they are moving recording management to the “cloud.”   Ok...great...this works well for on demand  programming but I pay a monthly fee for managed recording through my DVR.

     

    My question to all...is anyone else experiencing this problem?

  • Julia_RJulia_R Posts: 4,207 Lead Mod
    Jun 17, 2018

    @Chris_l  Hello.

     

    If you have a DVR in your home that is not working properly, playback is not working well, recordings are not recording as set there is either a problem with your DVR or with the signal levels. 

     

    Since the powercycle/reboot of the box did not resolve the issue I encourage you to contact our Social Media Customer Care to take a look at the connection from our side and schedule an appointment if needed. 

     

    Twitter: @Ask_Spectrum

    OR
    Facebook: https://www.facebook.com/Spectrum


    Regards,
    Julia R.
    Spectrum-Social Media Customer Care
    Lead Moderator-Community Forums

     

  • Chris_lChris_l Posts: 3
    Jun 17, 2018

    Thank you for your response.   

    The DVR has been refreshed many times and also rebooted several times.  The technician who visited our house checked signal strength and connections.  All were just fine.  The recommendation then was to replace the DVR.  I likely will have to do this but will lose all programming and shows residing on the DVR.  Ugh!   Went through this last year and it is a PITA.  

    My questions were and still are:

    1)  Are there issues upstream of us?  The technician told me that problems had occurred that might have affected us.

    2)  Is Spectrum's work to move to on-demand services affecting me/us?   I noticed that my recording schedule is now accessible via the web.  This sort of work on Spectrum's part tells me that changes in how services are delivered/managed is changing.  A Spectrum service rep confirmed that this was occurring but said it should not affect my service.  Having been in IT for 30+ years, I know how big changes can affect users downstream.

     

    Bigger question....is Spectrum moving away from DVR services and strictly to on-demand?

     

    Having said all this, I'd really like answers to my questions above before I swap out DVRs once again.

     

    Thanks!!

This discussion has been closed.