DVR storage change - want my onboard capacity to be used (like it has for years)

Need help getting my capacity back.

Details:

Had XG1-P box (with onboard storage) and the old grandfathers Extreme package for years.  last year we "upgraded" to a new box with no onboard storage (cloud only) and it was problematic - lags, could only go back 25 minutes vs 1 hour, etc.

Then in January this year reduced from the grandfathered package we were in to the Popular pack to save money. At the same time we picked up the older XG1-P box to get back the onboard storage.  With the install of the new box, most of our shows were deleted. And after a couple days of problems, multiple refreshes and reboots, and phone calls we got the new/old box working properly with correct DVR service. We were seeing the capacity we expected.

Also, when we downgraded we were told that Popular included TCM and Bay Area Sports Network - though:

1. everyone knows that TCM is no longer in the offered packages (it was in our grandfathered package).  So we had to call to get the More Sports & Ent package (and they gave us a 1 year price of $4.99). 

2. That same week they also moved Bay Area Sports to the Ultimate pack only (technically they did that the day before we downgraded but nobody told us - or they lied to us).

3. and during this time in one of the phone calls someone upgraded our internet to 2G without us asking and when we noticed he said "oh, I am giving that to you for free".

Then last Monday we did the "lovely" chat process and upgraded to the Ultimate package to get Bay Area Sports.  It took 2 more days of text chats. phone calls, refreshes, etc to get the channels we were expecting - except they had removed the More Sports & Entertainment, which we didn't notice until TCM disappeared.  We also saw that our DVR capacity went from 23% to 95% overnight and several shows were deleted,

So on Thursday we went to the Xfinity store to resolve.  They added back the More Sports Package but refused to give us the previous $4.99 rate.  To save money we also went back to 1G internet - interesting that they told us we were upgraded for free but every money saving conversation with Xfinity after that started with "do you really need 2G?". 

During this they said they corrected out DVR issue and that we should "see the full capacity".  After 2 days of refreshes and reboots nothing changed. so I did the support chat again.

Last night the person I chatted with confirmed that she saw we were using only 20% of our onboard storage and 90% of our cloud.  I repeated that I want the system to see onboard and not delete shows.  She said she thought she could fix that.  After a couple minutes she said "Working on it.  Thank you for your patience. Please give me a few more minutes." After 20 minutes of me replying "OK", Hello", "Hello?", ... to keep the conversation from disconnecting, she disconnected me.  45 minutes of late night wasted and now I was frustrated and tnow rying to go to sleep.

So this morning I start it up again - all the same explanations, history, etc.  Same lack of understanding questions - "Are you seeing error messages when you try to record?", No, as explained earlier, it is a capacity issue - I want it to see my onboard capacity.".  "Can you retrieve your deleted shows?" "No, but that is not the issue.  The issue is that I want the system to use teh onboard capacity so it doesn't delete any more shows." 

Then finally she saw that I am using 14.7% of my onboard capacity and 90.2% of my cloud capacity.  She replied that she saw that an error was made with the last setup and that she could correct it.  A few minutes later she came back and said that my new bill would be $xxx - $18 dollars higher than what I was currently paying.  And I said "No, I am not asking to increase my cloud capacity, I want you to fix the issue and get me back to what I had a week ago where it saw my onboard storage.  She sent me "I'll look into it further"

Then 1 minute later I was suddenly connected to Akhil-  who said he would review the prior conversation and help me.  After a short exchange with him, I was suddenly connected to Mohit who said he would review the conversation and help me. after a short exchange, I was moved on to someone else with the same message and exchange (person #4).  Then step and repeat I was on to person #5 with the same "I'll review" message.  After giving person #5 a summary, and receiving a "sorry for your troubles, I'll work on this form you", I replied with "And to think, I am a Platinum customer.  I wonder what kind of service and basic customer gets", I was disconnected.  Another 1 hour and 10 minutes WASTED!!!

So, I simply want the DVR capacity I have had for years without having to upgrade and pay more for DVR service on top of what I am already paying for. 

I just want the system to see the onboard capacity in the box and share that with the other box in the other room - the same setup I had for year. 

Can anyone help me to get this?