DVR Suddenly changed capacity and dumped all my recordings—need help.

DVR went from 69% (which included several movies, a complete season of a 1-hour show, plus a lot of misc. shows) to 99% overnight with no added recordings.  The next time I looked it said 89% and I only had 18 recordings left to watch. I talked to an agent through chat, they even gave me a ticket number, and they said it would be fixed within 2 hours and my shows would be restored. That was 4 hours ago and nothing has changed. I feel like Xfinity has done this to get me to spend more money on added space. I've been a customer for many years and my bill is already insanely high (over $300).  If I have to pay that much with virtually no DVR and no real assistance, clearly there's no value placed on my continued subscription. If there's no recourse, should I  look for other options? Calls aren't helpful because you just go around and around in the phone tree. Is there any special number or link where a person can get help?