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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.
WOW. This is a revolving door problem. I missed not having my recordings gone and returned, just checked and they are still there.
What kind of a cloud system is this that keeps losing data. Trying to understand. How does sending a new box solve the problem with cloud storage?
It doesn’t. Telus deleted my recordings because of a lack of communication between techs and higher ups that the vendor screwed up. So the technician made one last ditch effort to recover my recordings… the technician said that if what he was doing didn’t bring my recordings back, they would never be recovered. If higher ups at Telus would have communicated to the techs that there was a problem, the techs would have told everyone to wait and see what happens… instead of trying to fix a problem that they weren’t aware of. Telus is a joke.
- A-B
Community Manager
Have 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 Rocky3
There was an issue with one of our vendors that led to a service disruption resulting some personalised services, including cloud recordings, being unavailable temporarily. There was no data lost - all existing and scheduled recordings are still there, they were just not showing up temporarily. You're on the money - a new box does absolutely nothing to solve this issue, nor would it solve any problems related to cloud recordings going missing.
The technician that helped me on the phone yesterday made a last ditch effort to recover my recordings. I had to give him permission to do it because he said that once he tried it, I could possibly have my recordings gone forever. I agreed to whatever he was going to try. My recordings did not come back.
So if what you’re saying is true about the vendor issue…. It sounds like the technician I talked to on the phone DID NOT have any idea about the vendor issues. Therefore my data has been wiped because the technician did a ‘hail Mary’ to try and recover my data, but instead erased it. All because he didn’t know about the vendor issues. Nothing of that nature was mentioned on the phone.So TELUS has deleted my recordings all because there was a lack of communication between Telus staff. I’m super pissed. Thanks for ignoring me too because you think I’m stupid or something.
- A-B
Hello. Nobody is ignoring you, and we understand the frustration. Rest assured we're doing everything in our power to constantly improve the Optik experience. We can investigate the recording issue, and I'll send you a PM to discuss further.
- Now my recordings icon has also disappeared from the menu
