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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.
I have also just had all my recordings deleted from the cloud. Both scheduled to record and recorded shows are completely gone. I have tried restarting the PVR. I have tried updating everything to no avail. This is a joke. Why did I ever sign up for this?
KHR
TELUS Team Member
TELUS Team Member
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
Service has been restored - so your recordings should now be available again. You may need to restart your set-top box (Settings --> Device settings --> Device Preferences --> Restart) for them to appear.
- Yes, I’m not home right now, but I just checked the app on my phone, and the recordings are all back now, thanks!
Paul
I am on the phone with support right now, they said my recordings are gone and cannot be recovered despite multiple attempts on their end. The solution is that they are sending me a new PVR box and refunding the recording charge on my bill for 5 days. $5.25 was credited to my account. That was it. I spent 45 mins on the phone and did not get any of my recordings back. I am also unable to record any shows until the new PVR box shows up either. This is ridiculous.
- KHR
Hi TVjunkie
You mentioned that your recordings were deleted from the cloud earlier, and then that tech support is sending you a 'new PVR box'. Optik TV has 2 options - either your recordings are stored and accessed from the cloud, or you have a physical PVR with a harddrive. If you have a physical PVR (easiest way to tell is your remote control is shiny), then your recordings do not live in the cloud; they are stored locally in your home. Tech support is correct - if your harddrive is wiped - your recordings are gone. If you subscribe to cloud recordings (your remote will be matte and have Netflix and Prime Video buttons), they are temporarily unavailable. New equipment will not do anything for cloud-based problems.
Also, how can I ever prevent this from happening again? I wake up and all my recordings are gone. If there is no backup, then why should I even continue with this service if it could happen again?
