All DVR recording deleted .... again !

[ANGST1]

I have the Quantum DVR and a few months ago all my recording were deleted . I was told this was a "known issue" and would be fixed . This morning when I turned on my TV I saw my STB had rebooted ... guess there may of been an upgrade ?

Anyways recording are all gone AGAIN 

[CRobGauth]

Have you contacted support?

I have not seen this issue and haven't heard of any upgrades scheduled this week.

[ANGST1]

Just got off the phone , still "Known Issue, will be fixed by the end of the month" . Exactly what I was told back in October or so when this happened the first time. 

I don't think is was update related. They seem to have an issue where they send a command that somehow erases all recordings and restarts the box . 

[CRobGauth]

Or might be a hardware issue with your box.

If the HD is failing, I could see it acting like this.

[Wheller]

It is a software issue. The VMS1100 Quantum TV DVR has the potential to suffer a code failure which results in the loss of recordings. There is no permanent fix at this time.

[odbobo]

This just happened to me. I have a Quantum box for a little over a year. No problems until yesterday, when I went to DVR and it showed "No Recordings". It was previously 100% full and purging as needed. Chatted with online support who remotely rebooted the box, which did nothing, and then he told me and I quote, in order:
"A firmware is scheduled to be updated in the near future on the box to fix such issues."
"It is a known issue due to some software glitch within the box."
"We can assure you that this is not going to happen in the future as the team has taken care of this through a firmware".

Frustrating. I called support today and the lady I spoke with claimed she had no knowledge of any known issues with the Quantum boxes, even after I told her what the online rep quoted above. They both basically told me I'm out of luck, there is no way to recover the lost recordings. The lady on the phone got me a $22 credit on my bill.

I've been satisfied with Fios up to this point but this is the first time I'm inclined to look at alternatives. This is pretty horrible. If I knew it was a known issue I would've saved some important things that I had there to DVD.

[eryeal2]

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@odbobo wrote:

This just happened to me. I have a Quantum box for a little over a year. No problems until yesterday, when I went to DVR and it showed "No Recordings". It was previously 100% full and purging as needed. Chatted with online support who remotely rebooted the box, which did nothing, and then he told me and I quote, in order:
"A firmware is scheduled to be updated in the near future on the box to fix such issues."
"It is a known issue due to some software glitch within the box."
"We can assure you that this is not going to happen in the future as the team has taken care of this through a firmware".

Frustrating. I called support today and the lady I spoke with claimed she had no knowledge of any known issues with the Quantum boxes, even after I told her what the online rep quoted above. They both basically told me I'm out of luck, there is no way to recover the lost recordings. The lady on the phone got me a $22 credit on my bill.

I've been satisfied with Fios up to this point but this is the first time I'm inclined to look at alternatives. This is pretty horrible. If I knew it was a known issue I would've saved some important things that I had there to DVD.

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Wow, this can't be a coincidence .. On 2/3 the exact same thing happened to me - lost all recordings that we had, and we had a ton, mainly kids shows and movies for the children.   It's a nightmare. 

[yankeefan710]

Just spent two hours hearing the same thing. This is what they say when they don't have a real answer. All I wanted to know was if I can expect this to happen again. I got a broken record. Thank God for Tivo

[lwtmpvzn12]

Same thing happened to me back in October.  Got a new Quantum DVR multi-family unit during that round.

Enter 2.13.2016:  All recordings were there last night and now showing "no recordings".

It's insane this wasn't fixed during the previous incident.

[lwtmpvzn12]

Just wanted to add in response to eryeal2's post about DVR being at 100%, same happened with ours during the 1st total memory loss back in October.  However, during the Feb 2016 Phase 2 of this really sad error/loss, our DVR was only at 62% full.

[frauschlager]

I registered just so that I could say "me, too!" Hopefully the more people who post about the issue, the more seriously Verizon will take it.

DVR rebooted during the day yesterday (kind of odd, usually does this at night), but I noticed since my wife and I were watching Netflix at the time, and you can't miss the the sight and sound of a reboot.

When we later went back to watch shows that we had DVRed, they were all gone. We had been watching DVR shows earlier in the day, so I am confident this reboot is what wiped out our shows.

I looked to see what "should have been" recording at the time, and saw error messages (I wish I had snagged a picture) and saw that 2 shows that current should have been recording were being bumped due to insufficient space or some other error.

I used the in-home agent to reboot the box, and when it completed the cycle it began recording the two shows mid-show (not that this does anyone any good).

When I contacted support from work this morning, I was told I needed to be at the house so they could walk me through some tests. I assumed the DVR hard drive crashed or something, and was more worried about it doing so again in the future (and expected to simply have the box replaced). Now I am more frustrated as by all accounts this wasn't likely a hardware issue, but rather a software/firmware issue, and perhaps triggered by Verizon pushing out fixes.

Needless to say, many hours of lost TV (some of which I will have to pay to purchase to watch elsewhere). The backlog on the DVR was alway an anchor against cord cutting. If I have a future of crashing DVR boxes in my future, I'm not sure that anchor is as solid as it used to be.

Note - Verizon isn't volunteering any compensation for your loss when you call. For the hundreds of dollars a month I pay in equiment and TV/Internet charges, one would think Verizon would go to greater lengths to "make things right". 

[CRobGauth]

Before you pay for any content, make sure you check on demand as well as any apps for the channels in question.

A number of channels have apps that allow you to watch back episodes.

My assumption is that Verizon (and possibly other providers) don't view DVRs as a vehicle for long term storage.

You are always a HD or SW blip away from losing it.

[lwtmpvzn12]

I applaud the 'anchor against cord cutting'.  After 2x total DVR losses in span of 8 months, we are seriously considering cutting the cord as well.  No reason to pay these very high bills if the DVR programs are incapable of being stored.

[ryder85]

-I was watching FiOS TV earlier this evening (Feb 15, 2016) and at 6:31PM the picture froze for a couple of moments and then the DVR began rebooting.  (Prior to this reboot my DVR was 63% full).  After about 3 minutes the picture signal was back (after hitting the  "Menu" button as requested on the screen).  While I was checking the operation of some of the functions I went to "View Recordings" and ALL my recordings were gone! Wiped out! "DVR 0% full". 

-I then called Verizon technical support and was told that this is "a common problem".  I then informed him that I'd been with Verizon for 3 years and this has never happened.  The technician then informed that it was a DVR error.  I requested to take my DVR in and exchange it for another one.  The technician then replied that his wouldn't help because it is a software problem. He said it began happenind after the last "update" about 2 months ago and that Verizon is aware of the problem and working on it

-I asked, "then this can happen again?" and he replied yes.  I then asked what good is the DVR if you can't count on your recordings being saved.  He then informed me sarcastically that "the DVR is not meant as a permanent storage device". I asked if the DVR hard drive functions like the one in my computer and he replied "yes".  I then gave up as this guy didn't appear to be adequately informed/trained.  Why am I being charged full price for a knowingly faulty service (for at least 2 months)?  My sister has Cox and still has some of her figure skatings programs saved from a couple of years ago.

-So, I can't confidently save programs on the Verizon DVR and I'm prevented from recording them on my DVD recorder (even public access programs)?  And I'm paying for this service?

-----------------------------------

Questions:

-1. When is this recording erasure problem going to be addressed? 

-2. Can I get a partial refund until it is addressed?

[TabbVA]

Add another "me too" for DVR that deletes recordings, and now won't record more than a few shows. I even had a repair person come out and check things out, and it was declared a "known problem. " but when I called to see when a fix might happen, it was as if they never heard of such a problem. The problem is still not solved, but I just got tired of being shuttled from tech support to customer service. And being on hold for more than an hour at a time.

[eryeal2]

I think it's about time Verizon addressed this issue - this is their flagship product, the Quantum service with Quantum DVR/router/etc.   I've had DVR's for years and years, and never once have they randomly deleted all the shows.  I understand that mechanical issues happen .01% of the time - but this is not it.

It's clear this is now a widespread problem, that has happened at some points in the past, but now is happening A LOT in the last few weeks.

Verizon needs to address this immediately, and let us know what is going on - and inform their technical support folks.   We're all tired of hearing this is a "known issue" - with no fix, it will happen again, etc etc.    Their CS reps don't understand it seems the importance people place on DVR's - we had months and months of recorded children's shows and movies for our children.    They are all gone - yet Verizon advertises constantly "upgrading" your DVR service to record 12 shows at once, etc.   And yet they are telling us that the DVR's aren't "meant to be permanent"?    Who is recording 12 SHOWS AT ONCE and watching them all within 24 hours?   What a ridiculous statement.

[cartermb]

Just happened to us, too.  My wife is flipping out.  Kids said that they were having trouble recording for the last couple of days, and the DVR was saying that it was full.  I hadn't viewed anything on the DVR in the last few days, so I couldn't confirm or deny that part.  But last night, it froze, went blank, reset and came back.  No big deal there, but now today my wife reports (and I confirmed on my Verizon FiOS app on my phone) that the DVR was wiped clean.

That is infuriating, and we'll be seeking a discount.  We had lots of kid movies recorded that the kids watch over and over, and my wife has several series recording that she catches up on a few days later.  I know we can access some of that stuff On Demand, but it is nowhere near convenient or fast, and On Demand doesn't track what we already watched.

Did I mention this is infuriating?  FIX IT VERIZON!

[utahcrazy]

All I can say is Quantum has been a problem. I have had 3 DVR's now and all my shows erased. They gave me a $50 credit and said they can't guarantee it won't happen again. Once my contract is up I am done with Verizon. In addition this these issues and being forced to go to AOL which I hate Verizon will be losing a lot of business from us.

[tns2]

I haven't seen the problem but some have said it only occurs when you run low on disc space.  If so try making sure you pick what to delete before you run out.

[TabbVA]

it seems that some of us have a huge issue with the DVR that Verizon is unwilling to fix or even acknowledge. I'm happy for the credits, and I'm glad they are working on it, but I am miserable that our DVR can't record more than 6 or 7 shows before reaching capacity. I am wondering why I have this problem, and others in my community apparently don't. I don't understand why it can't be fixed by replacing my DVR box or flipping software switches somewhere. And I am outraged that every time I seek help, the Verizon representatives act as if this is the first time they have heard of the problem, -- and then not addressing the core issue. Their premier product seems to be horribly broken. And their customer service is awful.

[mind_as_well_]

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@TabbVA wrote:
it seems that some of us have a huge issue with the DVR that Verizon is unwilling to fix or even acknowledge. I'm happy for the credits, and I'm glad they are working on it, but I am miserable that our DVR can't record more than 6 or 7 shows before reaching capacity. I am wondering why I have this problem, and others in my community apparently don't. I don't understand why it can't be fixed by replacing my DVR box or flipping software switches somewhere. And I am outraged that every time I seek help, the Verizon representatives act as if this is the first time they have heard of the problem, -- and then not addressing the core issue. Their premier product seems to be horribly broken. And their customer service is awful.

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How did you get credits? I asked support and she brushed me off saying I needed to contact billing and gave me a "24/7" phone number to call.....it was definitely not 24/7 and I have to call back tmrw.