You mention that you have 'the Arris boxes and cloud PVR'. The Arris boxes are on the legacy Optik TV platform, and Cloud PVR is on the new Optik TV platform, and the 2 are not compatible, so this could be causing all sorts of recordings issues. I'd recommend that you call into our technical support team to get your equipment/account mismatch resolved. For Cloud PVR, you'll want the new TELUS TV Digital Box (model TELUSTV-21T, made by Technicolor). You can tell these boxes from the Arris boxes in a few ways: 1. the new boxes are smaller and square when viewed from the top (rather than rectangular) and 2. the remotes are matte rather than shiny and have Netflix and Prime Video buttons.