Then why isn’t the issue posted on the outage page?

[rstra]

@shaw-monica 

Then why isn’t the issue posted on the outage page?

[lmacri]

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@shaw-monica wrote:

... With regard to the series recording issues, we are aware of the situation and our techs are actively working on getting it sorted out ASAP ...

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Hi @shaw-monica :

Just an FYI that I had a 40 minute live chat with Shaw support this afternoon that I started at https://www.shaw.ca/contact-us (case # CS000041350701) and was told "there is no issue going on with any cable box from shaw", even though I told them that several users were reporting the same problem in the Shaw forum and gave them a link to this thread.

I explained that I followed the instructions in the Shaw support article Resetting Your Digital Cable Box (i.e., unplugging the power cable, waiting ~ 1 min, and plugging the power cable back in) to re-boot my DCX3510-M PVR and that all this did was purge the new series recordings I've created on the Series tab of the HD PVR guide this past week.

Shaw's only suggestion was that I try another reset of my PVR but that this time I unplug both the power cable and coaxial cable before reconnecting and then contact them again tomorrow to let them know them if that worked. I will post back here in this thread if that actually re-populates the Series tab in my HD PVR guide, but if Shaw is "aware of the situation" and the techs are "actively working on getting it sorted out ASAP" then that suggests that Shaw pushed out a buggy PVR firmware update around 28-Feb-2022, and I doubt that anything I do on my end is going to fix this problem.

It didn't help that I kept seeing the following "We've ended the session due to inactivity" warning during my live chat with Shaw support. I don't know if the support rep was trying to manage multiple chats sessions at the same time but it was very frustrating trying to keep my own session from disconnecting while I was left waiting for the support rep to reply.

[Will27]

Good to know, thanks. I was told by Shaw that it was me alone that was having this problem and they treated me like I was nuts when I said that I still had recordings on schedule for series but had no series list anymore for them. They suggested a Tech come to my home to see for themselves...I agree, they should post a something about this issue on the outage issue board. 

[Beth06]

This also is happening to me.  Why is Shaw not addressing this issue, it has been about a week.  I also called support and was told “we are aware and working to fix”.  Getting tired of paying so much for a service that has constant problems of one sort or another. This  Series Recordings issue is only the latest, in pvr issues.

[rdgee]

Happened to us too, a few days ago. All except the last three series scheduled had disappeared.

Rebooted - no series reappeared. Last three series disappeared.

Rescheduled a few series, Rebooted. All scheduled series disappeared,

Old series recordings still show and are being recorded.

[larrydavid]

This has been happening to us since the end of February on both PVRs. Every reboot for whatever reason simply erases whatever Series you have added since the last one, so I don't really want to reboot anymore unless desperate. The first time it happened blew away over 25 series so whats the point, except they still seem to be recording on the Schedule.

Also some of the shows record up to some point and then just die, which has been a problem for some time but getting worse lately. Don't know if this is connected? Messed up firmware update? Back it up? Where are the techs at, has anyone heard, since this has been going on for almost 2 weeks.

[shaw-monica]

Hey, @lmacri  it looks like the cable box you have in question is indeed related to the incident mentioned earlier. This ticket was created the same day, your interaction took place, so it is possible the agent you spoke to did not catch the incident at that time.  Again, I can confirm that the team is looking into it and is looking for a solution, but we do not have any further updates on the situation at this time.

With that in mind, @rstra this incident is not posted up on our outage page as it is currently not affecting many customers. We do not have any further updates at this time as the situation is still a work in progress. 

For further inquiries on the situation, connecting with our Support Specialists would be the best option as this is not a direct avenue for support. If needed the ticket number is INC1091282. For ease, the team can be reached at https://www.shaw.ca/contact-us  

Thanks for the understanding and patience as our team works on getting it sorted out.

[Romac1]

I am also having the same problem. Series are still being recorded and are still scheduled but don’t appear on the Series tab. I suspect there are a lot more people with this issue than Shaw realizes as series are still recording. When that stops the rush to Telus could be bigger than Shaw realizes!

[ariesrising3]

Same thing is happening here to two of our 3510 boxes - which we only got a few months ago. Every time I set up the new recordings it seems to wipe itself out in the series section every few days, but the recordings still show in schedule. If I was the only one living here I would've cut the cord the past year thanks to all the issues we've had.

[duncanite]

It's been 2 weeks and no update.

My PVR is doing exactly as described here... scheduled shows are being recorded, and the schedule tab shows the upcoming shows/dates/times, but the Series tab is empty.

Shaw, can you please give us an update?

Thanks.