I have the same issue. I am now on hold with the second reprisenative from another country. This is my 3rd call for a total of 4 hours and 28 minutes on the phone with them. Every rep gives me a different answer.
I have had a tech come to my home twice. The last tech that was here called a direct number and spoke to a woman in the United States. She said there is an issue with my cloud. She reset something and said to give it 24 hours. She also said that they should not have sent out a tech and to not send out another one. I am currently still on hold because these reps are trying to send out a tech again and will not transfer me to someone that know what they are doing.
This is the worst service I have ever had!!! I have 79 shows in SD on my DVR and it says it's 14% full. The first rep told me that I have 2 hours and 40 minutes left of storage and then it will delete shows. The second one told me that I have 8 hours left!!! I have had over 300 shows saved before an I was at 88% full.