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glorianourse's avatar
glorianourse
Just Moved In
13 hours ago

PVR and telus box

For the past three months we have had trouble recording programs and have done all the troubleshooting that was supposed to fix the issue.  On Friday a telus tech came to our house and replaced the main PVR box he said that was the problem.  It worked for exactly a day and now the same thing is happening.   We get this message "make sure your pvr box is connected to the internet" it is.   This is so frustrating.  When we go to guide there are no recordings although we have set it up.   

1 Reply

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    1 hour ago

    Understandably frustrating. The first thing to check of course is that all your HDMI cables are seated and not loose, etc. The next thing to try would be a power down sequence. The order in which you do the following reboot matters because of how IP addresses are assigned to your hardware.

     

    1. Unplug the modem/network access hub first, then the new PVR, then any other Optik boxes you may have.

    2. Plug the modem/network access hub back in first. Wait 5 minutes until it's fully online.

    3. Plug the PVR in next. Wait until live TV starts playing.

    4. Plug in your other Optik boxes (if any).

     

    If that doesn't resolve the issue, you can also try an account refresh:

     

    - Log in to your My TELUS app, go to TV settings, and see if you can see the new serial number associated with your new PVR.

     

    If you see two PVR serials listed, that'd be the issue.

     

    Let us know if that works!

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