Forum Discussion
Telus TV Digital Box
Can anyone help me? Last week I upgraded my pvr to digital box with cloud storage of recordings. The Stingray Music VIDEO app and channel 583 that I previously had on my pvr box is now missing. After a while my recordings were all there in the cloud. Today when I turned on my TV the recordings were all gone. When I clicked on recording subscription options it said I was already subscribed. I can see the recordings on the telus tv app on my phone and computer but it says I can only play them on my TV box which is impossible because the recordings are in the cloud not the box. I can resume watching cloud recordings that I didn't finish watching on my phone and computer app. The person I spoke to today at 888-811-2323 didn't know how to fix it so he's sending me a new box which isn't going to fix it. The proplem appears to me to be that my subscription is corrupted.
17 Replies
Something is wrong with your setup. I can watch a recording on phone, laptop, computer etc.
Almost seems like your account thinks you have a PVR box and the recordings are held local and not in cloud.
That's correct. The recordings function was working properly for 3 days and then it stopped. I don't see how replacing the box will fix this but maybe the new box will have the app that's missing. When I select the recordings button it says "Add recordings to your subscription". Then when I select "Subscription options" the next screen says "Unable to load subscription options Reference code: 401 This content is already part of your TV package and does not need to be added."
TELUS_SupportOfficial Support Team
Hi! scoram1 , Just checking in. Has the issue resolved on your end after rebooting the system?
I'm going to make another attempt to get someone at telus to fix the problem 888-811-2323. I will escalate the trouble. If I don't get any help tomorrow I will cancel my TV account
I’ve seen this numerous times on this forum and your account needs to be provisioned for the android boxes. Don’t know why Telus can’t figure it out.
What is the point of rebooting the box or replacing it with a new one? I can see all the cloud recordings with my phone app but when I try to play them it says "recordings can only be played on your optik tv digital box". This is impossible because there are no recordings in the box they are in the cloud.
Sounds like your account isn’t provisioned properly for the new box.
No
Maybe you need to reboot the digital tv box. The most suggested way is to unplug power for a minute and plug in again.
There is also a reboot button under the settings, device preferences.
Already did that. Did reset too.
