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Wow. It's too bad you received such bad customer service. Especially, since their information was wrong.

On your DVR that is attached to the SD TV, keep recording and watching the HD versions of the channel. Keep SD duplicates hidden, if you don't want to see them. sSet the DVR to output only 480i and/or 480p, whichever your TV accepts. Set the format that looks best for most of your viewing.

You will view SD quality in your SD TV, like usual. Anything recorded in this DVR from an HD channel will display as HD when watching through MRV on HD sets.
 
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