Moved homes, took X1 box with us X1 WIPED all recordings, scheduled and favorites!

We have had X1 for about a year, had everything set up the way we wanted, all of our favorite shows scheduled, etc. We signed up to move using the Xfinity mover's edge program, since you don't really have an option. We moved and the technician showed up. He plugged in the X1, it updated the guide and it was fine. He actually had a problem with the internet because we had a modem that they didn't have any record of, so he swapped out the modem for a new one. We (stupidly) didn't think to check for our recordings since we assumed they'd be downloaded via the cloud.
Today we went to watch a program we had recorded and it wasn't there. Nothing was. All of our saved shows were gone. We went to scheduled recordings, same deal. Nothing. Same for favorites. It's as if the entire system got wiped. I tried Powercycling, syncing, contacting customer service. They tried rebooting it, powercycling, syncing. Nothing.
What the heck is the point of a system with a cloud unless it retains your info? A year's worth of settings, preferences, scheduled shows and favorites is gone.
They're calling me tomorrow to try to figure out, but I'm not optimistic....

Comcast and X1 use the cloud in most cities, but not for back up purposes. However if you kept the same X1 DVR the recordings should still be there. My guess is something is wrong at the account level.
If it were me, I would call the X1 help line 877-896-8678 and have them do a DVR refresh in my account.
Have you UNPLUGGED and rebooted ALL of your X1 devices? Plug the DVR back in first.
metztli13 wrote:
We have had X1 for about a year, had everything set up the way we wanted, all of our favorite shows scheduled, etc. We signed up to move using the Xfinity mover's edge program, since you don't really have an option. We moved and the technician showed up. He plugged in the X1, it updated the guide and it was fine. He actually had a problem with the internet because we had a modem that they didn't have any record of, so he swapped out the modem for a new one. We (stupidly) didn't think to check for our recordings since we assumed they'd be downloaded via the cloud.
Today we went to watch a program we had recorded and it wasn't there. Nothing was. All of our saved shows were gone. We went to scheduled recordings, same deal. Nothing. Same for favorites. It's as if the entire system got wiped. I tried Powercycling, syncing, contacting customer service. They tried rebooting it, powercycling, syncing. Nothing.
What the heck is the point of a system with a cloud unless it retains your info? A year's worth of settings, preferences, scheduled shows and favorites is gone.
They're calling me tomorrow to try to figure out, but I'm not optimistic....

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