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PVR Issues Still Continuing...
I've had a PVR is offline connect to home network message for ages.
I had an hour conversation with Telus about this and the rep couldn't resolve it. He sent a new Optix TV box thinking it was a hardware issue.
I still get the same message about connecting PVR to the home network on the new box.
This is driving me absolutely insane and have spent many hours trying to fix it. How can I get this resolved?
This was finally resolved but it took months to get to this point and I am very unhappy with this process. There was no record of previous conversations I had with Telus. No record of the new device that was sent to me. Every time I connected with someone it was like starting from scratch. The workflow isn't tight enough to register new Optix boxes on clients accounts. Dealing with Telus's useless AI who provides prompts only not to understand them when entered in. Trying to get a callback via Message Us service only to be diverted to some other workflow.
This is the second time I had an issue that took months to resolve only the previous one I ended up fixing it myself via Google Gemini.
While I appreciate the Telus Support rep here I shouldn't have to go through this route when the main wayfinding options on the Telus website or app are there.
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Do you have a third party router WIFI? I have and am currently watching TV through it until the new boost arrives.
I mention this so if you have another WIFI router you could try connecting pvr to it. If that fails too then your New PVR is the problem.
stevendrowe I don't have an answer, just a question. When you say PVR, is that the one that records into the box as opposed to the new GEN1,2,3 that record to the cloud.
If yes, they are trying to phase those out for over a year at least.
Yes, the old one that records to box not the cloud. The box I originally had just stopped connecting to the network. When Telus couldn't figure out what was going on they sent me another box, another one that records to the box and not the cloud.
I had heard that they were phasing them out but I wasn't offered the newer ones.
I am going to try and organize a Telus person to come out because whenever I talk to an agent over the phone the conversation is going nowhere.
TELUS_SupportOfficial Support Team
Just checking in, were you able to get in touch with a Telus technician?
It is fixed! I was on the phone with a Telus agent & it took less than 15 minutes. Telus still had my old PVR on their system, & once the agent deleted that & replaced it with my new PVR she ran a few tests (it went on & off a few times), the PVR went online. It was so simple, but it was something they had to do at their end. I am thrilled!
- TELUS_Support
Great to hear! Appreciate your patience!!
Ours is a slightly different issue. Our old box was working find but PVR had just started showing "cannot connect to network". The agent couldn't resolve the issue so they just sent us a new box and we still get the same message. So obviously it was not the box but some kind of network issue which they can't resolve. So, looks like we are just going to have to do without that functionality, a big failure by Telus for us.
- TELUS_Support
We're still here if you want to request another callback as was discussed in our last conversation. Feel free to send us a private message if that's the case.
I have the same issue! My Telus PVR died last week & Telus sent me a new box which I installed. I have live television but anytime I try to set the PVR I get a message that the PVR is offline & not connected to the network. I followed all the Telus instructions to reset the hardware, & the PVR is still offline.
- FuzzyLogic
Community Power User
Not sure if you've seen this but maybe there is something that might help:
Fix Optik TV Problems - Quick Troubleshooting Steps | TELUS Support
If not you will have to call support.
Yes, seen that, done that. Already spoke to a Telus bloke for an hour, sent a new box, still not working, went through everything in that link again a number of times.
It would probably take 5 minutes for a Telus person to resolve it if they would just come out but seems they want to torture me going through hundred steps on repeat that lead to nowhere.
- TELUS_Support
Hello stevendrowe, would you like us to send you a message in order to send an escalation request for this incident ?
