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TELUS TV+ app not showing recording info from TELUS TV Digital Box
Recently I upgraded from my TELUS PVR to the TELUS Digital Box. A few days later, the recordings and schedules from the PVR were copied to the cloud and made accessible on the Digital Box. Going forward, I have made new recordings and scheduled future recordings from the Digital Box.
However, on my Android tablet and smart phone, the TELUS TV+ app displays the message "no recorded content" under the Recorded tab. Under the Scheduled tab, there are no entries shown for recording single shows. There are several entries for recording series but they all show the recording time as 4PM and the message "No episodes available in the next 12 days".
I have reset the Digital Box a couple of times. On my Android devices, I deleted the cache and data before uninstalling the TELUS TV+ app and re-installing it. I have done this multiple times without success.
Does anyone have any ideas on how to get the TELUS TV+ app on my Android devices to reflect the same recording information that's showing on the Digital Box?
In my last contact with Telus support, the agent took screen shots of various screens on my tablet to capture account numbers and messages displayed. I was told that the issue would be escalated and a ticket would be opened with the Back Office Department. After several weeks of not hearing back, I decided to do some clean up of some of the recordings that were transferred from my old PVR to the cloud. I discovered that there was one set of recordings transferred from the PVR that were from a series that usually runs weekly but the TV network must have run one of those re-run marathons and so there were over 30 episodes captured that I had no idea were there. Rather than waiting for the 90 day period to expire the recordings, I deleted every episode manually. I did this from my TV connected via my digital box. The next time I opened the TelusTV+ on my tablet, the recordings tab magically displayed all my recordings and scheduled recordings; problem fixed!!
Did my actions clear a log jam somewhere in the system and allowed the recording information to flow through properly to the app or was it just coincidence that the Back Office Department fixed something at the same time. I'll never know for sure since I never received a call back.
I should also mention that viewing the recording information from the web page https://telustvplus.com/ on a browser on my laptop never had the problem. The problem was present only when using the TelusTV+ app on my android tablet or android smart phone.
5 Replies
There is apparently a issue of the local of where the app was downloaded from. Make sure it was from Canada, i.e. if a google account make sure the locale is Canada before you download the app.
Have contacted tech support and not getting very far to this point. They seem to be focusing on the digital boxes even though I have told them the digital boxes are handling recordings just fine, as far as I can tell from my TV. The problem is that the TELUS TV+ app is supposed to mirror the recording info that the digital boxes show me on my TV but it is not. I'll keep working with them and hopefully get it fixed soon. I'll post here any final answers they provide me.
TubeGeekTELUS Team Member
Has this issue been resolved for you? Do you see the same account number on both the mobile app and the digital box once you look under Settings -> Account Information?
In my last contact with Telus support, the agent took screen shots of various screens on my tablet to capture account numbers and messages displayed. I was told that the issue would be escalated and a ticket would be opened with the Back Office Department. After several weeks of not hearing back, I decided to do some clean up of some of the recordings that were transferred from my old PVR to the cloud. I discovered that there was one set of recordings transferred from the PVR that were from a series that usually runs weekly but the TV network must have run one of those re-run marathons and so there were over 30 episodes captured that I had no idea were there. Rather than waiting for the 90 day period to expire the recordings, I deleted every episode manually. I did this from my TV connected via my digital box. The next time I opened the TelusTV+ on my tablet, the recordings tab magically displayed all my recordings and scheduled recordings; problem fixed!!
Did my actions clear a log jam somewhere in the system and allowed the recording information to flow through properly to the app or was it just coincidence that the Back Office Department fixed something at the same time. I'll never know for sure since I never received a call back.
I should also mention that viewing the recording information from the web page https://telustvplus.com/ on a browser on my laptop never had the problem. The problem was present only when using the TelusTV+ app on my android tablet or android smart phone.
TELUS_SupportOfficial Support Team
With the upgrade to the TELUS Digital Box, your recordings are now stored in the cloud rather than locally on the PVR. Cloud recordings are automatically removed after 90 days, and availability in the TELUS TV+ app depends on what is currently retained in cloud storage. It’s important to make sure the old PVR hardware is completely unplugged (power and connections), as leaving legacy equipment connected can cause syncing and display issues between the Digital Box and the TELUS TV+ app. If the recordings you’re looking for are older than 90 days, they may no longer appear in the app. New recordings should show up once they’ve fully synced to the cloud, though there can sometimes be a short delay.
If you’re still not seeing recent recordings or scheduled content after confirming the old hardware is unplugged, please contact tech support at support.telus.com/home-expert-sm
