X1 Cloud: Why doesn’t it work?

I had my X1 DVR crashing so Xfinity said I needed a replacement.  I asked about the recordings I hadn't watched yet and they said they would saved in the Cloud.  So I watched all the programs that weren't on X1 Stream to be safe.   

Hooked up the new DVR and all the recordings were there!   Yesterday most of the transferred recordings disappeared from both the DVR and Stream!   Why is X1 Coud promoted when it doesn't work?   Does anyone know of a way to recover the missing recordings?