Signed up for 300-hour “premium DVR” service, capacity hasn’t changed on box

Earlier this week, I discovered a FAQ page on Xfinity’s site saying you can call in to upgrade from 150 hours to 300 hours of cloud DVR storage. I don’t have the “upgrade storage” option in my X1 menu, so I called in, and a rep added the $10 premium DVR package to my account.

So far, so good. But my box’s capacity indicator never went down. It was hovering around 100% (which is why I wanted to upgrade in the first place) and nothing changed except that I’m now paying another $10/month.

I have spoken to 5 or 6 agents on the phone this week who have refreshed and restarted my box a bunch of times to no effect.

Evwntually I was connected to an advanced tech support team, who tried to “refresh my account”. When that didn’t work, I was told I needed a new box with 300 hours of storage, which I could get from the Xfinity store.

I have an XG1v4 and suspected this was false, since I was upgrading my cloud DVR storage, not local storage. Sure enough, when I went to the Xfinity store, the gentleman helping me said he didn’t know what the tech support rep was talking about, and getting a new box wouldn’t do anything for me.

What now? I’m paying an extra $10/month and literally no one at Comcast seems to have any idea what this premium DVR service is or how to get it working.