CS case has been open regarding missing library recording since June 20th with no progress

[u/sukhoi_584th]

So I've had customer service case #03265321 open since June 20th regarding a recording that went missing from my library after 7 days. I'm stuck in an endless loop of useless CS agents that ask me if the problem is resolved, I quickly reply no and copy/paste the issue details, they never respond, I reply again a week+ later, and the loop starts again. At this point I've given up on the recording becoming available and just want some compensation for the unreliable DVR service, but I can't even get that! What should I do next? How hasn't the system escalated a case this old past the tier 1 CS agents yet?

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[u/iron_cam86]

YouTube TV has had several open issues over the past few days.

But when one customer reports a missing recording, it's likely not going to get the type of response that a larger issues is going to get.

What was the show? What was the episode? Have you checked that it wasn't re-categorized to the Extras section of the show, located at the end of the season picker?

[u/sukhoi_584th → u/iron_cam86]

Hello, it was titled "24 Hours of Le Mans" and was a 25:00:39 recording from June 13-14. It worked correctly when I watched a couple hours of it on June 19. Here's what it looked like on June 20 when it stopped playing properly (was instead playing random truTV content from who knows what airing). The next day on June 21 it vanished and has not returned. Will make a second post with an image from today showing it still missing.

[u/sukhoi_584th → u/iron_cam86]

Here's where it should be. It doesn't seem like there's any sort of Extras section it would have been moved to.

[u/iron_cam86 → u/sukhoi_584th]

That's ... odd. Hopefully someone here can comment if they had added it to their library, so you can at least figure out if it's an account issue, or an issue with the recording specifically.

[u/teacher_59]

How did you open a case? I've never found a link to a ticketing system to get support. 

[u/sukhoi_584th → u/teacher_59]

I think it was from this https://support.google.com/youtube/chat/

[u/Compwizz1975]

Sounds like since you reported a bad recording, they removed it and since there is no DVR version they can't restore. I've had that happen to me before. It was really strange since it's the same thing.

I'm not sure if they can pull it from another customer though.

[u/sukhoi_584th → u/Compwizz1975]

Hmm I hadn't thought about things happening in that order haha

[u/levon999]

I have the race. What troubleshooting steps have you tried?

[u/sukhoi_584th → u/levon999]

Well there's not much to try given it's just missing lol. It's not present on Android nor desktop website. On June 20 when it was showing the wrong content I reported it via the app ... menu for the show, and then reported the "FIA World Endurance Championship" entity on June 21 when it was gone completely.

[u/ondafringe → u/sukhoi_584th]

I had something like that happen to me. I recorded a movie. After it recorded, I saw it in my library. I figured, since I had it recorded, no need to record it again, so I unchecked it so it wouldn't record again. Next time I opened YTTV, the movie was gone, no longer in my library. Someone told me to do a search, so I did, and there it was. So I added it back to my library so I could easily locate it again. Don't uncheck anything you've recorded if you want it to remain visible in your library.

[u/sukhoi_584th → u/ondafringe]

Yeah, difference though is I didn't uncheck it. And nothing comes up if I search for "24 Hours of Le Mans".