PVR not recording ANYTHING - plus weird error about too many tvs recordings

[Joanne_N]

Neither of our two PVRs will record. We have many scheduled Series recordings and none of them are happening. This has been going on for weeks. If we press the red button on the remote to record a live program, the guide will show the red dot like it's recording, but the PVR red light does not go on and in the PVR menu under Scheduled it shows "Will Record". Bizarre. We have two TVs with PVRs and we've even tried swapping the PVRs to a different TV. Not helping. 

We've rebooted everything in the system multiple times and I just went through a reboot of our fibre terminal (with guidance from My Telus while logged in). Did nothing. 

We are also getting strange messages when we try to back up on live programs. The error says something like too many tvs in the home are recording or watching live tv. 

Help

[TELUS_Support]

Hello! Feel free to send us a private message and we can discuss further, thanks.

[LindaA]

Us too!! This just started happening. Exact same details as you. I tried the same troubleshooting methods too.

[Joanne_N]

I got a call back from Telus shortly after I posted this (from their tech support 1-888-811-2323). A lovely lady named Colleen had me unplug both our PVRs and she remotely rebooted our system. She had to do it a couple of times, having me plug in and restart our PVRs in between reboots. It finally worked (45 minutes on the phone with her). Scheduled recordings now record and recording of live programs also works on both of our PVRs. It's too bad its so tough to troubleshoot this stuff and get assistance from Telus. I wasted time having to listen to a Telus bot tell me how to record stuff on the PVR the first time I called; not helpful. Colleen did say if this happens again they will replace both PVRs. Hope this helps you Linda and anyone else with the same problem; I've seen a lot of threads about this issue.

[LindaA]

Thank you so much for replying! I hope I get a call back.😬 I’ve also been through the “bot” process that assumes I don’t know anything lol.

[TELUS_Support]

Hey, Linda. Have you received a callback from our team about this?

[LindaA]

No I haven’t yet.

[TELUS_Support]

Gotcha. Feel free to send us a private message here and we can connect you.

[LindaA]

Hi, thanks for getting back to me.
Telus box is still not functioning properly. Last night was something new, I couldn’t pause or rewind live tv either.
We have 3 boxes. I didn’t check the other boxes. I’m working during the day but home in the evening if you can troubleshoot more. Here’s what I’ve done so far:
1. Unplugged the box and wifi router for just over 30 seconds and plugged back in. After the box finished initializing it was still not functioning properly. I did this 4 more times. Still not working.
I deleted scheduled recordings and re-scheduled them. Still not working. Red light does not illuminate but scheduled recordings have red dots showing as if they are.
That’s pretty much all I can do on my end. 🤷‍:female_sign:
Linda

[Frustratedasfk]

We have had this problem for many weeks. I have tried booting and rebooting, deleting old recorded shows, etc… but nothing works. Telus app says I might need to update? but not how, where to get more info or help. Extremely frustrating.

[LindaA]

I finally called them. Took them a while but they were able to fix whatever was wrong.

[TELUS_Support]

Gotcha. Feel free to send us a private message here and we can connect you with our team.

[JoHo88]

Having the exact same problems with PVR not recording as in this thread and others. What is the fix?

[LindaA]

I called them by phone and they eventually got it fixed remotely.

[JoHo88]

Great, I'll give them a call later today when I will have a few hours to spare. Hopefully your fix will last. Did you lose all your recordings?

[LindaA]

No actually! I’m happy about not losing the recordings 👍

[Marpel]

Didn't realize this thread was active when I just opened a new one on the same issue. As I mentioned in the other, I have been dealing with Series Recording (not) for months and have done the cancel/re-schedule and factory reset (by both me and a Team Member) multiple times with no success. They finally sent a new Digital Box, which seemed to correct the issue for about a week, but the problem has returned. So, those anticipating a solution with a Box replacement, don't get your hopes up too high.

[JoHo88]

Thanks for your reply. I wonder if they did a recent buggy software update. My last successful recording was Nov 3.

[LindaA]

Not sure, I was on hold for quite a while and my box was shut down while I waited and eventually they came back on and said to try it. So whatever they did remotely worked 🤷‍:female_sign:

[Rocky3]

This thread appears to be about the older PVR box that records locally. 

Reading all threads for the past 2 years I suggest that the older PVR was being phased out but they are not telling you that you must upgrade to the new Optik that records in the cloud.

That is because the new box has hardware problems they cannot solve with software. But the phase out continues by attrition. Best wishes you can get this fixed so you do not have to enter the twilight zone.

[Joanne_N]

This is very interesting to know, thanks for posting! Our PVR has been working ok since the TELUS reboot a month or so ago, so fingers crossed. They did tell me that if we start having the problem again (scheduled recordings not recording) that they would replace the box.