Forum Discussion

Deepcove's avatar
Deepcove
Neighbour
3 years ago
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 ?
  • KHR's avatar
    KHR
    3 years ago

    Hi TVjunkie paulsanderson 

     

    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.

KHR's avatar
KHR
Icon for TELUS Team Member rankTELUS Team Member
3 years ago

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.

TVjunkie's avatar
TVjunkie
Organizer
3 years ago

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's avatar
    KHR
    Icon for TELUS Team Member rankTELUS Team Member
    3 years ago

    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.

    • TVjunkie's avatar
      TVjunkie
      Organizer
      3 years ago

      Thank you so very much. I’m not too sure why he did that either. 

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