PVR issues

I have two PVR issues. #1, I can’t find a way to add extra time to a scheduled recording. Apparently the older remotes had a pvr button with a menu to add time but the new remote does not. Supposedly on the current remote, holding down the record key will bring up a recording menu. But that is not happening. How then can I access the place where I can add time to a sports event that is likely to run longer than the allocated time?

#2, occasionally when I am playing back a recorded program the screen will go dark (while the sound continues), and the green spiral will go on, suggesting it is reloading but no reloading occurs, even I wait an hour or more. If I log on several hours later or the next day, the recording is available again. Your thoughts?

I tried both online support bot, and a call from supposed technician who seemed to just be working from a menu and was no real help.

Anyone have a suggestion?