Continuing PVR problem

[JoKA]

Again I had to call Telus because the PVR would not record. For over a year I have had continued problems with Optik TV and probably called at least 10 times in this time period and spent countless hours on the phone with Telus. Today’s call was unbelievable! After an hour plus the person on the phone couldn’t get it to work and said I needed a new box. I have already replaced them at least 3 times. He went off line to order a new one to be shipped to me. He came back to say he couldn’t order it because an error message kept coming up.  He apologized and then tried to hang up on me. I stopped him and asked what he was going to do to get one. He said there was nothing he could do. That was it! He couldn’t fix my PVR and said he couldn’t order a new one and would not offer another solution. I asked to speak with a supervisor and of course there wasn’t one available. He put in a request for one to call but I’m not holding my breathe!

[TELUS_Support]

Definitely not the experience we want for our customers. We'll send you a private message to discuss further.

[rwf86]

I have the same problem (with VIP5662W box). I used to delete all recordings, all schedules, and then reboot. This solved it for many month, but eventually the problem came back. I had remote diagnostics and config changes, a tech visit, and the box replaced. Recently, the work-around stopped working. I called Tech Support, telling them what had been done in the past, and that I wanted the PBR to be replaced with a different model. I had to go to the same diagnostic procedure again, with no better outcome then the previous time. I had to ask 3 times to talk to a supervisor, then the support person agreed to send me replacements (I have a PVR and a STB).

They sent me two PVR boxes (why?), but same model as I already had (and had been replaced). Worse, both had the PVR disabled. So another call to get the PVR enabled.

Then the second box failed intermittently. Two more calls until yet another replacement is being shipped.

Telus ought to improve their first-time support. It is a disgrace.

[JoKA]

Sounds like our situations are similar but I’ve been dealing with this for over a year on and off! Tech came yesterday so hopefully this is the end of the ridiculously poor Telus products.