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Can't see recorded shows on app

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Can't see recorded shows on app

I recently returned one of my DVR's because I was looking to save $ on my monthly bill.  While I was at the store returning the box the technician told me that my remaining DVR had cloud based services and that I could watch my DVR shows on my iPad.  I downloaded the app but my saved shows were not appearing.  I spent a long time on hold yesterday and finally got a technical support rep on the line only to find out that I didn't have a cloud code applied to my account.  Long story short I got the code added by the loyalty department but the DVR functionality is still not working.  I called tech support once again and spent almost an hour on the phone with a tech.  The tech took me through some sort of 11 step troubleshooting process and I am still not seeing my shows.  After an hour the rep figured out that he didn't know how to fix the problem so he assigned me a ticket (CR501721565) and said that I will get a call back at a later date.  Do you have any idea what could be going on or how to fix this problem?