I am sure they will look after you.
Just to help others who may have similar issues in the community in the future:
1. Were you able to still watch tv channels while the PVR was not working?
2. To the best of your knowledge do you have any wireless setup boxes?
I am thinking the root of the issue is a bad data connection which would limit or block watching live tv, recording new shows to the pvr and access the Internet.
The Internet was tested and the RG was moved to a more central location. All devices in the home are connecting through wifi and there seems to be about 8 - 10 connected. Given the issues expressed last night in the forum the same tech went out today.
Unfortunately Audra you weren't home but an adult family member was. To further troubleshoot the wifi network name was changed and he started to add devices back onto the network. The laptop was the first to be added and when it was all alone it was consistently getting 26 megs on the test. Slowly more devices were added and of course as devices and usage was added the speeds do drop, in the end about 10 devices were added back to the network. This was demonstrated to the family member in the house.
I know from experience in my own home with 3 kids that this is just normal behavior. I can have my son playing an online game and talking to a friend on FaceTime (that is two videoish streams), then the daughters - one on YouTube, one on Netflix on a Mac and using her iPhone and then my awesome wife watching a video on her iPad. Not much left for old dad to use...i suspect this is common in most houses these days and this doesn't include any downloading of large peer to peer which isn't uncommon either.
I will note that the technician from last week left his card and can be contacted if you have any specific questions but I can say with certainty that the line to the house is performing very well and even the wifi signal inside the house is pretty good.
Hope that helps a bit.
I'm not sure if this is accurate, but it seems to me that high NAT sessions in the RG would still indicate saturation, even with the new firmware.