If my parents could've learned how to use a different dvr, i would have cancelled all together. Only took 22 calls and three visits and had to escalate to the office of the president. On a positive note, now that its working my parents are very happy. Works great! One of the two initial boxes kept rebooting randomly. They ended up replacing it on the third visit.
Now i have to figure out what to do with the three hr23's i bought for them when i was trying to get them to switch to it.