Forum Discussion
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 ?
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
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.
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?
Sorry, I meant to call it a digital tv box, with recordings only being stored to the cloud and no storage. It’s the small black box that connects our tv to the Telus content. I am being sent a new one. So yes, everything has been lost. This was really my only form of entertainment.
- KHR
Hi TVjunkie
Do you have the TELUS TV Digital Box (model TELUSTV-21T on the bottom) with a remote control that has Netflix and Prime Video buttons? If yes, you do NOT need a new set-top box if you lost recordings as they are stored in the cloud, and accessed from your box, from the TELUS TV+ app and from telustvplus.com. Our service has been restored, including recordings, so I would urge you to check the box or your TELUS TV+ apps again to check if your recordings have re-appeared (mine were restored after being unavailable for the couple of hours).
If your recordings have been restored, you can call or chat back in with an agent to cancel the order for a replacement box - this will save you the work of installing a new box and sending back the old one.
There is nothing you need to do on your end to prevent this from happening, it was system-wide due to a change a vendor made in their systems. After investigating what happened, they resolved the issue and recordings should have been restored.
