Have you checked to see if your account thinks you have multiple DVR's and that you have the wrong one selected? When you upgrade or replace a STB, it takes Verizon a while after you return the old equipment to get around to removing it from your account -- it might be possible you are pointed at the "wrong" DVR.
At the top of the app it shows what DVR you are connected to.
Just click it and see if you have an option for more than 1.
Can also try putting in a help ticket within the app.
I have found them helpful.