Missing DVR since May

After many many phone calls I found out that the problem is my set up. 4k wireless box aka Xi6 is only a receiver of sorts. I can not access the 300 hours I pay for. Customer service sends me to the closest store to get a primary DVR with coaxial cable. He's not allowed to give me one because the company is trying to go all wireless. That would be great if it actually works 

Hello user_4k14ur, thank you for reaching out here in our Xfinity Community forum. We appreciate your time, and I am happy to help you. I have read your post and followup, and would like to get some information best kept private.

Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us: 
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum

Hi. I am having the same problem. DVR access is gone from my menu of choices. Help!!!