12-06-2023 11:43 PM
Solved! Go to Solution.
12-12-2023 04:11 PM - edited 12-12-2023 04:13 PM
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.
12-07-2023 12:28 AM
Yes last week when the latest update was pushed I lost my recordings and schedules
12-07-2023 05:05 PM
12-12-2023 03:44 PM
I have also just had all my recordings deleted from the cloud. Both scheduled to record and recorded shows are completely gone. I have tried restarting the PVR. I have tried updating everything to no avail. This is a joke. Why did I ever sign up for this?
12-12-2023 04:11 PM - edited 12-12-2023 04:13 PM
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.
12-12-2023 04:51 PM
I am on the phone with support right now, they said my recordings are gone and cannot be recovered despite multiple attempts on their end. The solution is that they are sending me a new PVR box and refunding the recording charge on my bill for 5 days. $5.25 was credited to my account. That was it. I spent 45 mins on the phone and did not get any of my recordings back. I am also unable to record any shows until the new PVR box shows up either. This is ridiculous.
12-12-2023 05:07 PM
Hi @TVjunkie
You mentioned that your recordings were deleted from the cloud earlier, and then that tech support is sending you a 'new PVR box'. Optik TV has 2 options - either your recordings are stored and accessed from the cloud, or you have a physical PVR with a harddrive. If you have a physical PVR (easiest way to tell is your remote control is shiny), then your recordings do not live in the cloud; they are stored locally in your home. Tech support is correct - if your harddrive is wiped - your recordings are gone. If you subscribe to cloud recordings (your remote will be matte and have Netflix and Prime Video buttons), they are temporarily unavailable. New equipment will not do anything for cloud-based problems.
12-12-2023 05:17 PM
Sorry, I meant to call it a digital tv box, with recordings only being stored to the cloud and no storage. It’s the small black box that connects our tv to the Telus content. I am being sent a new one. So yes, everything has been lost. This was really my only form of entertainment.
12-12-2023 05:51 PM
Hi @TVjunkie
Do you have the TELUS TV Digital Box (model TELUSTV-21T on the bottom) with a remote control that has Netflix and Prime Video buttons? If yes, you do NOT need a new set-top box if you lost recordings as they are stored in the cloud, and accessed from your box, from the TELUS TV+ app and from telustvplus.com. Our service has been restored, including recordings, so I would urge you to check the box or your TELUS TV+ apps again to check if your recordings have re-appeared (mine were restored after being unavailable for the couple of hours).
If your recordings have been restored, you can call or chat back in with an agent to cancel the order for a replacement box - this will save you the work of installing a new box and sending back the old one.
There is nothing you need to do on your end to prevent this from happening, it was system-wide due to a change a vendor made in their systems. After investigating what happened, they resolved the issue and recordings should have been restored.
12-12-2023 06:10 PM
Yes, we have that type of digital box with the remote that has Netflix and Amazon buttons. We rebooted the box and our recordings never came back. We also still don’t have the ability to record shows (the record button has not come back on both the tv and the Telustv+ app). I’m resigned to thinking the recording are gone. Half a day spent on this.
12-12-2023 06:47 PM
What happens when you go to telustvplus.com or on the telus tv+ app? Are you able to see recordings there?
12-12-2023 05:19 PM
Also, how can I ever prevent this from happening again? I wake up and all my recordings are gone. If there is no backup, then why should I even continue with this service if it could happen again?
12-12-2023 05:52 PM
Service has been restored - so your recordings should now be available again. You may need to restart your set-top box (Settings --> Device settings --> Device Preferences --> Restart) for them to appear.
12-12-2023 07:04 PM
12-12-2023 04:07 PM
12-12-2023 04:52 PM
See my response to KHR
12-12-2023 07:32 PM
WOW. This is a revolving door problem. I missed not having my recordings gone and returned, just checked and they are still there.
What kind of a cloud system is this that keeps losing data. Trying to understand. How does sending a new box solve the problem with cloud storage?
12-12-2023 07:47 PM
Hi @Rocky3
There was an issue with one of our vendors that led to a service disruption resulting some personalised services, including cloud recordings, being unavailable temporarily. There was no data lost - all existing and scheduled recordings are still there, they were just not showing up temporarily. You're on the money - a new box does absolutely nothing to solve this issue, nor would it solve any problems related to cloud recordings going missing.
12-12-2023 09:58 PM
12-12-2023 10:12 PM
Hi @Deepcove
Can you try rebooting and/or unplugging the power adapter from your box (Settings > Device settings > Device Preferences > Restart) to see if that resolves the issue? Some devices aren't recovering from the disruption without a reboot.
12-17-2023 07:53 AM
Thank you, it works.
12-13-2023 11:50 AM
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.
12-13-2023 01:59 PM
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.
12-13-2023 11:54 AM
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.
12-14-2023 10:19 AM - edited 12-14-2023 10:19 AM
Have you checked for your recordings on telustvplus.com or rebooted your box yet?