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

Joanne_N
Friendly Neighbour

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

 

 

30 REPLIES 30

TELUS_Support
Official Support Team
Official Support Team

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


If our reply resolved your issue, please click on Accept as Solution to help others in the community.

U need assistance with this exact same issue . Pvr box isn’t recording 

Yes

Regards,
Mauro Geraldes

TELUS_Support
Official Support Team
Official Support Team

Hi - we'll send you a private message


If our reply resolved your issue, please click on Accept as Solution to help others in the community.

LindaA
Helpful Neighbour

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

Joanne_N
Friendly Neighbour

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
Helpful Neighbour
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
Official Support Team
Official Support Team

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


If our reply resolved your issue, please click on Accept as Solution to help others in the community.

No I haven’t yet.

TELUS_Support
Official Support Team
Official Support Team

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


If our reply resolved your issue, please click on Accept as Solution to help others in the community.

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

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.

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

TELUS_Support
Official Support Team
Official Support Team

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


If our reply resolved your issue, please click on Accept as Solution to help others in the community.

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

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

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

Marpel
Friendly Neighbour

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.

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