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Recordings and scheduled recordings cleared from all 3 profiles

TurnyTurnz
Friendly Neighbour
My wife is incredibly frustrated and I'm feeling at a loss. All of our recordings and scheduled recordings disappeared. We saw our shows, went back to the guide, and back to recordings and it all was gone. I checked from multiple devices and both screens are completely empty on all profiles.
9 REPLIES 9

dru
Community Manager
Community Manager

Have you tried power-cycling the set top boxes (STB) to see if it's an abberation with the PVR? Try unplugging power to every box, wait 10 seconds, plug them back in to see if the recordings return.

Alternatively (I know it's not the preferred method), try checking the VOD library to see if most of your shows are there for viewing.

TurnyTurnz
Friendly Neighbour

Unfortunately I have the cloud PVR and so there's nothing I can power cycle. I've checked all 4 of my Google TV devices, the android app, and from the telustvplus.com website. I can make new recording and add stuff to the schedule but nothing that existed prior to 8pm last night is there.

KHR
TELUS Team Member
TELUS Team Member

Hi @TurnyTurnz 

 

Do you have a physical PVR or are you subscribed to the cloud PVR service? If you're on the cloud PVR service, have you recently been in touch with our technical support teams, or has anything else changed about your service recently (did you change your plan online, remove channels/themepacks etc.)?

 

If you've got examples of shows that were deleted, this can help too. I would recommend calling/chatting in to our technical support teams so that they can look into what's happening.

TurnyTurnz
Friendly Neighbour

I hadn't reached out yet. I was kind of hoping when I woke up something might have magically have corrected itself. 

I use the cloud PVR service with my Google TVs. (I don't use the one Telus box because the one week I had it, it lagged way slower than my Google TVs). I haven't made any changes to my service in the past two months. 

I'll reach out via chat shortly.

KHR
TELUS Team Member
TELUS Team Member

Thanks for the detail. Please insist that they create a trouble ticket so that the development teams can track it to see what happened. Can you also check at telustvplus.com to make sure it's not a specific issue related to Chromecast with Google TV?

TurnyTurnz
Friendly Neighbour

I tried the site and the android phone app and they both were empty last night and today.

Barrick1
Just Moved In

Same thing happened to me today, lost all my recorded shows and all my scheduled recordings are also wiped out. Extremely frustrated with this new and subpar cloud system Telus is using. Wished I never switched to Telus.

TurnyTurnz
Friendly Neighbour

I feel for you. It's happened to me once again since. Both times I spoke to tech support, heard back once after each time that back end support was reviewing and called loyalty both times after to reduce a bit of the frustration because in the end nothing could be done. Wife and I are now in the habit of keeping a written record of what shows we're recording in case it clears again.

A-B
Community Manager
Community Manager

Hey @TurnyTurnz and @Barrick1 I'll send each of you a private message to discuss further and get some info from you, thanks.