@dougr1 -- The chat guy wanted me unplug and unscrew everything ...
Including your telephone & computer, I presume, so that your chat-session would be severed, so that the chat-guy could chat with some other customer, instead of helping you.
P.S. Do you see any "recording options", such as "start 1 minute early" or "stop 1 minute late" or "only record new programs" ?