talk to a supervisor

thank you, I was finally able to reach someone on the phone.  Took another 2 hrs but we finally have a landline restored.  They are also sending a tech out to see why we lost recordings on the DVR. Again, we changed nothing with the DVR service so this should not have been affected.  Just as we changed nothing with the phone so it shouldn't have been affected as we only changed internet speed and channel line up.  Overall a thoroughly frustrating experience, especially when during a chat/call the rep is trying to upsell me into getting a new phone and mobile service!  They should just focus on resolving the problem at hand first - it felt like they were distracted by that and not concentrating on the issue at hand.

uas300 Typically we would not need a tech to come out for lost recordings. We would love an opportunity to look over everything. Your satisfaction is always our top prioirty, I am extremely sorry that this process has been so involved. 

Thank you for that.  I thought it odd that they would schedule a tech for the lost recordings. We spent considerable time trying to sync the DVR but the rep said it didn't work? I thought the recordings would be stored in the cloud and could simply be downloaded.  I was also told that my DVR was old and I should upgrade it, but then they said anything currently recorded would be lost since they can't transfer it to the new DVR.  Is that true?  Would you still like me to open a direct message so you can look over everything?  thanks again.

When exchanging DVRS, the local storage and Cloud DVR transfers only up to the last 12 months of recordings, anything older is deleted. This rule also stands for any existing equipment, and a change of services may prompt that. Most customers have the majority of their recordings in the 12-month window, so most content isn't affected. We would love to still talk with you 1-1, so we can address the landline phone concern and answer any additional questions.