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Telus TV PVR keeps deleting all recordings and scheduled

Deepcove
Just Moved In
We recently switched from Shaw (July) our PVR has totally erased (including all scheduled) 8 times since July.

Anyone else have this issue ?
1 ACCEPTED SOLUTION

KHR
TELUS Team Member
TELUS Team Member

Hi @TVjunkie @paulsanderson 

 

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.

View solution in original post

38 REPLIES 38

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
Community Manager
Community Manager

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.

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
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.

KHR
TELUS Team Member
TELUS Team Member

Hi @TVjunkie 

 

Apologies for all of this and the back and forth. Our developers can see a list of 470 recordings associated to your account; and we are working on making them visible to you. Since you can't see a recordings icon on your set-top box or on the TELUS TV+ app, it looks like the tech support agent made a change to your account; we will try to remedy this, but it appears your recordings haven't been completely wiped.

 

I work in TV product development and am in direct contact with our recordings developers on your account and are working to resolve. While tech supports agents on the phone have some knowledge, they are not experts in one particular TV feature.

 

I appreciate that communication could be improved so that our technical support agents are aware of all issues. We have many products and thousands of agents, and this issue only lasted a couple of hours. We did communicate, but as with all things in life, nothing's perfect.

Thank you for your response. I’m glad to hear that my recordings have not been lost. I checked my Telustv+ app and my tv and the recording buttons are visible again. They just say there’s no recordings. B5C25FE6-27A0-4958-BC5B-60AC8CB6AFE2.png4DA5F22B-B3E6-4A71-9051-25267AAA3190.jpeg

KHR
TELUS Team Member
TELUS Team Member

Hi @TVjunkie 

 

It seems like the tech support agent you spoke with removed recordings from your account (not sure why...), so this is why the recordings icon disappeared from your user interfaces yesterday. Our back-end team re-added recordings to your account and are working on recovering your actual recordings.

Thank you so very much. I’m not too sure why he did that either. 

TVjunkie
Organizer

And while I agree no one is ever perfect, I can’t imagine not having a system in place that pushes notifications to employees quickly for a company of your size. This situation was very easily avoidable. We also work from home so the disruption between phone calls/messages to Telus, intermittent wi-fi during repairs, etc has been a huge headache. Thank you for working towards a solution. 

TVjunkie
Organizer

There is clearly not a solution to this problem. I went onto my Telus TV+ tonight and my recording button and all my recordings are gone again. The same problem on the tv. How is this even possible? I’d really like out of my contract for tv at this point. IMG_1299.png

A-B
Community Manager
Community Manager

I would recommend reaching out to our team at 1-888-811-2323 so they can discuss everything with you, as well as get you through to our Tech Support team to see why this occurred again.

Rocky3
Rockstar

recordings are deleted after 90 days. It has been 3 months since your previous post. coincedence? If you had some less than 90 then there is something wrong

It’s has nothing to even do with recordings being deleted after 90 days. I KNOW THAT RECORDINGS DELETE AFTER 90 DAYS! If you bothered to look at the screen shot I’ve provided, you would have noticed that the recordings button completely disappeared at the bottom of the app, thus rendering my recording inaccessible. I also have stuff being recorded daily, hence your jerk comment of recordings being deleted after 90 days. Geez. Don’t comment if you’re clueless.

Rocky3
Rockstar

Hey dipwonderful, I suggested it as a coincidence. 

Hey clueless, what a coincidence. Just keep throwing until something sticks, right?

Rocky3
Rockstar

A-B will be along soon about community rules.

A-B
Community Manager
Community Manager

@Rocky3 @TVjunkie 

 

It seems like over the past month or so I've had to say this to multiple users here, and while it's truly becoming exhausting, I'll reiterate. Please check our Community House Rules, especially the section 'Be Respectful'.

 

Believe me when I say this is the final warning across the board.