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Telus TV PVR keeps deleting all recordings and scheduled
We recently switched from Shaw (July) our PVR has totally erased (including all scheduled) 8 times since July. Anyone else have this issue ?
There is currently a temporary service disruption that was caused by one of our vendors. Some personalised services like recordings are temporarily unavailable. Your recordings should not have been deleted - they will be available when full service is restored. I'll reply here when that happens.
WOW. This is a revolving door problem. I missed not having my recordings gone and returned, just checked and they are still there.
What kind of a cloud system is this that keeps losing data. Trying to understand. How does sending a new box solve the problem with cloud storage?
It doesn’t. Telus deleted my recordings because of a lack of communication between techs and higher ups that the vendor screwed up. So the technician made one last ditch effort to recover my recordings… the technician said that if what he was doing didn’t bring my recordings back, they would never be recovered. If higher ups at Telus would have communicated to the techs that there was a problem, the techs would have told everyone to wait and see what happens… instead of trying to fix a problem that they weren’t aware of. Telus is a joke.
- A-B
Community Manager
Have you checked for your recordings on telustvplus.com or rebooted your box yet?
Yes I have done both. I also don’t have a recording button thru the Telus tv+ app. There are no recordings there either. Additionally, as I said earlier, I was on the phone with a tech for 45 mins and he rebooted my wi-fi router multiple times and tried a bunch of things on his end to recover my recording. Nothing worked.
It sounds like you guys had a vendor issue that a Telus worker on here was adamant that was the problem. So the tech was never notified of this vendor problem and made one last effort to try to recover everything. I had to give him permission to try one last attempt. But he said in doing so, if my recordings aren’t recovered, they will never be recovered. So he tried to fix things even though it was a vendor problem that he had no idea about.
KHRTELUS Team Member
Hi TVjunkie
Apologies for all of this and the back and forth. Our developers can see a list of 470 recordings associated to your account; and we are working on making them visible to you. Since you can't see a recordings icon on your set-top box or on the TELUS TV+ app, it looks like the tech support agent made a change to your account; we will try to remedy this, but it appears your recordings haven't been completely wiped.
I work in TV product development and am in direct contact with our recordings developers on your account and are working to resolve. While tech supports agents on the phone have some knowledge, they are not experts in one particular TV feature.
I appreciate that communication could be improved so that our technical support agents are aware of all issues. We have many products and thousands of agents, and this issue only lasted a couple of hours. We did communicate, but as with all things in life, nothing's perfect.
