Quantum tv - VMS Capacity Issue

[msbree]

I have quantum tv with two video media servers which is supposed to record up to 500 hours each, however, one of them has only 350 hours recorded and it says it's almost full-89%. I called Verizon and was told it's a known issue and he did a hard reset. Once it was completed, my capacity went up to 91% complete and there was nothing else he could do. I asked to be transferred to billing because I wanted a credit. Don't feel like I should pay for something (500 hours) and not receive it. The first person I spoke, I couldn't understand him and he couldn't understand me, he kept trying to transfer me to Verizon wireless. He put me old and transferred me to another rep in billing. This was the rudest disrespectful rep I have ever spoke to. I explained why I wanted a credit, and he treated me like he owned Verizon and he didn't need me as a customer. He told me I need to find another company, I asked for his name and employee #, all he would give was Kevin and told me he scheduled me for disconnection on the 10th. Then put me hold. I was finally connected to someone else, I requested a supervisor or manager and was told they were too busy and was given a senior tech, which sounded made up. I told him what happened and he glossed over The Kevin discussion and state he knew how to fix my vms, he put me on the line with the a regular tech and she proceeded to do the exact same thing the first tech did. And now the vms says 92% full. The only option they offered was sending me a new vms but I would lose all my recordings, which is not a good option. I'm hoping someone can help me find a better option. Also want to know how to file a complaint against a customer service rep.

[CRobGauth]

500 hours would only be SD.

If you go to DVR configure and upgrade check capacity what does it say you have used?

My quantum is at 54% and I have about 75 hours of HD recordings.

[msbree]

It's 349 hours of SD recordings. I know I record a lot so I don't record any HD programs.

[CRobGauth]

They use the words up to 500 hours for legal reasons. I am guessing they have a legal way out.

Keep in mind that if anything happens to VMS, all those recordings are gone.

No way to back them up.

[LawrenceC]

Hi msbree,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.