24/7 recording frustration

Somehow my 24/7 recording, along with my home security services are no longer on my account. I've been on the phone with xfinity customer service for an hour and a half (transferred 7 times) and no one can tell me exactly what the reason for the disconnect was or how to get services readded. I've been told it was a "system generated disconnect", then was told that the cause was from a "home security system outage". I've been given the run around and am literally at my wits end.