My Motorola DCT-6412 III HD-DVR from Comcast won't let me access all my recorded programs anymore.?

Question

I have the same exact box on my tv downstairs and it's working fine (yes, yes the bill is always paid) but within the last 2 weeks I hit the DVR button and my recordings and I get the message "DVR Service Unavailable. DVR service is not available or is currently disabled. Please call your cable operator."

I have called Comcast at least 5 times and each time they have sent me a signal and still nothing. With the DVR out of whack I also cannot pause, rewind, etc or record anything new.

Last time I talked to Comcast they told me to bring it in to the store and they would give me a new one and they don't have any techs to salvage my shows which is what I'm most concerned about.

I know my shows are in there (79% filled) I just want to be able to watch them and not just hand over the box. I'm not a technical idiot so with some help I'm sure I could follow directions to reset it with programs intact etc.

Thanks.

Answer 1

Try a manual reset. See the link below and perform the non-destructive reset.

If this doesn't work, it's entirely possible your DVR is hosed and your shows are lost. They are not the most reliable boxes, which is why Comcast keeps dozens of refurbished ones at their storefronts at all times.

Answer 2

Couple things,

If the signal they are sending is not going through your DCT will not reset.

When they reset it you know it went through cause a '0' will show up in the left hand or right hand corner of the screne on the DCT.

BEFORE YOU CALL!

Bypass any splitters and reseat the coax to make sure the signal goes through. Also powercycle it when you call them and plug it in when they pick up. Then try it out while they bring up your account. If it works HORRAY! if not have them reset it 1 more time. If they get an error tell them to send a tech cause it is then a wiring problem and not an issue with the DCT.

If after all that the signal goes through and you still dont have acess to your recordings demand a tech out. If they say no demand a supervisor. Tell the SUP you will cancell service if they dont send a tech. And then they will. :)

Also get the guys/girls REP # when they pick up the phone that will make sure they dont hang up on you, cause if they do you report them.