NEW 20 Hour DVR "plan"?

@XfinitySheila​ Oh, ok. I see. So it is a scam. Let me get this straight. I have a DVR that works perfectly fine. I get some sort of popup message through xfinity itself, while watching tv, asking whether a I want a "new" DRV or whatever. Exactly no other information given. Click ok, because I figure new must be better. Surely there has been a lot of amazing advancements in DVR technology over the last 6 years! Please give me the latest in DVR technology! But then the new box looks exactly the same as the old box. New box works exactly the same as the old box. New box runs and processes just as slowly as the old box. Everything is the same except for one thing: the harddrive has been removed or disabled, or at least you cannot save anything to it. In fact, the new box wasn't even new. It was clearly a refurbished version of the exact same box I just returned where the only thing "refurbished" was the harddrive, which was excised one way or another. So now I can only save to the "cloud." And now I have to "upgrade"--I have to pay more money--if I want to be able to record and save anything more than a very small amount of stuff.

Explain to me how that's not a scam. Explain to me how that's now just straight fraud. I never would have agreed to a scenario where I would lose functionality, and then have to pay more to regain the same functionality, if I had been warned beforehand.

@user_ea82be We apologize for the confusion. By receiving the pop stating the DVR needs replacement, it more so meant it may be out of date. This does not have anything to do with the amount of storage space you have. The subscription you have is what determines the amount of DVR space. There were some areas receiving too much space without the subscription level needed, and notifications were sent out. We would be happy to look into this to see if you were affected.

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

So are you telling me that there is no correlation between the new DVR and the fact that I now have to pay for storage? That it is a coincidence that previously the space on my DVR was listed in GBs and now its listed in hours? How is that now a "subscription is what determines the amount of DVR space" when that is not how it worked before?

I apologize for the way this scenario has made you feel, as we never want you to feel scammed for using equipment, provided by Xfinity. I'd like to take a look into your account, so we can get to the bottom of these pricing concerns. Before we proceed, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with you!

Once I'm able to see the billing details, within your account, I will be able to provide you with a more clear answer, as for what has happened with your TV equipment, and what is required for the DVR service to continue. Service plans and subscription prices do change, and as our technology becomes more enhanced, price changes do tend to come along with those enhancements, over time. I realize you have stated that your new DVR does not display anything new, which is why I want to dive into your account, to make sure you received the right equipment. Thank you for your continued patience, while we get to the bottom of this. 

Back to this original post as I timed-out of the DMs. None of this is solved. I was told my DVR has plenty of physical storage left. However, there is no apparent way--no option or setting--to access this storage, or to save to this storage. I'm still limited to 20 hours of cloud storage.

We never want you to feel as though you're not appreciated, and we never want you to have so many issues with getting working equipment. We'd love to further investigate this DVR issue together. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Peer to peer chat" icon

-Click the "New message" (pencil and paper) icon

-Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it