Forum Discussion
Solved
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.
A-B
Community Manager
Community ManagerHave 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.
Thank you for your response. I’m glad to hear that my recordings have not been lost. I checked my Telustv+ app and my tv and the recording buttons are visible again. They just say there’s no recordings.
- KHR
Hi TVjunkie
It seems like the tech support agent you spoke with removed recordings from your account (not sure why...), so this is why the recordings icon disappeared from your user interfaces yesterday. Our back-end team re-added recordings to your account and are working on recovering your actual recordings.
