Optik-Kate
+14 more
Just Moved In
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Optik TV Bulletin Board: Discover, Discuss, and Develop
Dear Neighbours,
We’re the TV Product Development team, and we strive to bring you a continuously improving TV service and experience that fits your needs. Since the launch of the new Optik TV service through the TELUS TV+ platform, our business and development teams are working hard to add, improve, and maintain existing and new features to bring you the best Canadian television experience through Live TV, On Demand, and streaming services.
We are passionate about our TV products, and most importantly, we love this community that helps support its improvement. We appreciate your input as we work towards making The Evolution of Optik TV better every day, and we’d like to open up the lines of communication by keeping this page updated with helpful information about our TV products. If there is other information you’d like to see in this guide, drop us a comment below.
*Please note, this is not a live troubleshooting or feedback article. Submit your specific TV service questions by creating a post in the Neighbourhood, or submit your TV product and feature suggestions here. We look forward to hearing from you and working together to make Optik TV the best it can be!
New to Optik TV? Check out these support articles:
Installing your TELUS TV Digital Box
Navigate and Learn About TELUS TV+ Features
Find more TV support articles here.
Helpful Tips and Tricks
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Recordings |
Easily access your recordings within each profile by holding down the button on your remote.
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Homepage |
Dismiss the homepage screen by holding down the arrow button.
Bring up the homepage by clicking the button. |
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App Row |
You can customize your app row. Use the “+” tile to add a new app, or hold down “ok” on a specific app tile to move or remove an app tile. |
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Guide |
Use the “CH” down button to skip vertically within guide
Press the button to “jump to date” on the guide. You can also use the “Options” button to filter the guide to only show subscribed or favourite channels.
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Find more navigation tips and tricks here.
Experiencing issues with your TV product? Try the following:
- TELUS TV+ Apps: Update your app to the latest version.
- Browsers: Clear cookies, allow third party cookies, try incognito mode, ensure ad blockers are turned off.
- Digital Box: Unplug the digital box from the power outlet for at least 10 seconds and plug it back in.
- Device: Ensure the device you are using to access the TELUS TV+ app is on the most up-to-date operating system. Visit your device manufacturers’ website for steps on how to update the devices and what the latest firmware should be.
Need more support? Check out these options below:
- Get answers from other TELUS customers and Community Power Users and Admins
- Start a chat with the purple smiley box on the bottom right corner.
- Request to speak to an agent if your question is unresolved, which tends to have a shorter wait time compared to calling in.
- Any unresolved questions will be passed on to the next level support for further investigation.
Brownie points if you can include the following info so that we can help you faster:
*Reminder: For privacy protection, do not include any personal information in public posts!*
- Device information: iOS/Android (tablet/mobile), computer browser & OS, Android TV make/model, Apple TV model, Digital Box or PVR information
- What’s the expected outcome vs. what is actually happening?
- Is it happening on other devices that you own?
- Is it happening to all types of content? (Live TV, On Demand, 3rd party apps such as Netflix)
- When did it start? Is it intermittent or constant?
Improvements We Are Working On
We always strive to improve our products to deliver the best experience. See below for a list of areas where we are actively working on improving. Thank you for letting us know the areas where we need to focus more on.
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Improvements We Are Working On |
Related Devices |
Recommendation |
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Apple TV Sound Sync |
American Channels on Apple TV |
View content on alternate Canadian network channels if available, or use the TELUS Digital Box. Alternatively, you can periodically try changing the channels which will help re-sync the audio. |
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Unable to run series recording on news channels |
All |
Episode recording is available while we work on resolving this. |
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Unable to set First Run Only on certain content |
All |
First run and rerun is available while we work on resolving this. |
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Login error |
iOS/tvOS |
On your Apple Phone or Tablet. Go to Settings (your device setting, grey spiky wheel), not the app setting) Scroll down to "TV Provider" Select "TV Provider" Sign out Turn off the button allowing TELUSTV+ access via TV Provider Exit the settings app Go to the TELUS TV+ app Go to the settings button located at the bottom right hand of the app If you get a pop up asking to select TELUS TV+ as a TV Provider, decline the request You can accept notifications Select Login Manually enter My TELUS username. Manually enter My TELUS password (avoid using the iOS keychain as incorrect passwords may have been saved) For TVOS, you can change the setting via settings -> users and accounts -> TV provider. Sign out and toggle it off for TELUS TV+ |
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Playback error on 4K recorded content |
All devices except for Digital Box |
Digital Box 4K recording viewing is unimpacted. |
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Login Error: Error 500-300. Generic error/ Error 404-3304 |
Specific Accounts |
This is likely an account related issue, please contact our support team (see “need more support” section for options) and reference this article to have your account reprovisioned |
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Recordings icon is missing from the menu |
iOS/tvOS |
This is likely an account related issue, please contact our support team and reference this article to confirm that the PVR subscription is present on your account. |
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'Required output protections are not active' Error |
Older Android devices/OS |
We added a performance toggle to address this playback error. If your device encounters this error, it will ask you to go to settings to turn on "playback performance", and after restarting the app, VOD or live should play as expected.
Please note, this toggle is intended to address specific video playback issues, if video playback already works properly on your device, then there is no need to use this toggle. However, if this toggle doesn't address the specific error you're seeing, you'll be prompted again with a specific error message and error code. Please report the full message and we will continue to work on improving this feature. |
We strive to support a portfolio of devices so everyone can enjoy our TV service. Did you know we currently serve and maintain our service on over 18,000 variations of Android devices alone? This includes a combination of hardware specifications, operating systems, and software updates by manufacturers. With constant patches and updates happening, it’s easy to miss the mark every now and then. We appreciate you providing feedback on where we can improve in terms of the playback experience.
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Improvements We Are Working On |
Related Devices |
Other Great Ways to Watch |
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Live TV Playback Interruption |
Older Android devices/OS |
Please see a list of other ways to watch for now while we work on resolving this. |
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VOD Playback Buffers and Will Not Start |
Older iPads |
See additional troubleshooting steps on our support page here.
Regards,
Your Friendly Neighbourhood TV Product Development Team.
Q4W
+3 more
Organizer
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I just switched from Shaw (Shaw is not even cancelled yet) to Telus and have to be honest, if I had discovered the forum on the new 4K boxes before, I wouldn't have switched until the obvious bugs are worked out. Now that I am onboard, the process is extremely painful!
Here are a few key things:
CLOUD RECORD: The 45 day record time (which I notice many people have commented on). What really needs improved from a customer service perspective is to give people a timeframe of when this will be increased - communication is key. I see posts noting this will "soon" be increased to 90 days and then longer in the future but Telus needs to not only prioritize this but also give customers a timeline. My 30 days to jump ship back to Shaw without penalty is running out quickly.
ONLINE SUPPORT ARTICLES: As a new customer, it seems very difficult to search online for a solution that doesn't bump you to an article about the old system with instructions that don't work. It is difficult to differentiate between support for the 2 generations of 4K. Calling in is an option but getting through can be an extremely long wait (almost 2 hour on one call this past week) ---> See Update Below
As I type this, I wanted to use Google Mini to change channels but I have to connect Telus to Google. The only instructions that I can find says to scan the QR Code and go to channel 9097. Channel 9097 doesn't exist on the new 4K guide and I can't complete the task. Connecting Stingray to my iPhone app was also delayed as the instructions for that have also changed for the new 4K.
TELEPHONE TECH SUPPORT: TECH SUPPORT ON THE NEW 4K TV IS HORRIBLY PAINFUL DUE TO UNTRAINED STAFF!!!
I called in as I couldn't find any of the Stingray Channels. I had a great customer service rep - friendly and went out of his way to help. However, turns out this tech was referencing troubleshooting steps from the old 4K and not the new technology. This call went on for quite awhile before being told that it was probably a programming thing. I later received voicemail that a problem was made when setting up the account and it should be fixed now. It wasn't. I called in again and I lucked out with a new rep who knows that with the new Optik, you have to use the app and they no longer appear on the channel guide. The first rep had me repeatedly searching for 7000 series channels. I have a strong feeling that the system is so new, even Telus reps haven't been fully trained and are just figuring out as they go.
STINGRAY MUSIC: PLEASE BRING BACK THE MUSIC CHANNELS TO THE GUIDE! Not having the Stingray Channels in the guide is a total inconvenience. Coming from Shaw, I am so used to hitting the voice command button and telling it what Stingray Channel to go to. We also have an extensive home automation system and this really complicates the entire process. Our in wall touch screens have graphic icons for our favourite Stingray channels. Touch the graphic and in behind the scene, the control system sends the correct channel numbers to the TV box. That is no longer possible since it is now app based. Even accessing through Telus Optik it is now such a complicated change to have to open an additional app and scroll through a list.
Second Stingray issue: I was trying to access Stingray 4K channels that are listed as part of the Core channel list. Like the Stingray Music change, these channels no longer exist on the new Guide. Once again, the Telus website directs you to the old 4K help section. So confusing and a waste of time trying to find help.
UPDATE: I just got off the phone with Tech support about where to find the Stingray 4K. He actually had never heard of Stingray 4K and said Stingray is only audio to which I referenced their channel list emailed to me by Telus just a few weeks ago. I also asked if there is a specific online support area specific to the new 4K. I was told that there wasn't and to quote him "....which is extremely odd since the new Optik is so different." He was unable to resolve any my issues and is going to have to look into it and call me back... which leaves me with one main question:
WHY ARE PAYING CUSTOMERS BETA TESTING A BRAND NEW SYSTEM THAT EVEN YOUR SUPPORT HASN'T FIGURED OUT???
I'm really sitting on the edge of using the 30 day money back clause!
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Montell
+5 more
Advocate
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Telus needs to do better and do better in a hurry, because so far the new android platform has been a neglected flop that seems to even be regressing.
Things present for years on old optik tv for ages seem to be a struggle or just not important to get working on telus.
I constantly get recording issues trying to record anything such as dateline, it just wont let me, why? The old system I could hit record on anything.
A few other items to add to missing features, known issues list.
No ppv's, some boxing ppv's are only available in canada on telus and shaw. Cant believe something like ppv which has been around for 40 years is somehow missing. And using app's is not intuitive for a user and not always possible. This is unacceptable. The old system even let you record a ppv if you were not at home, a huge bonus that shaw and rogers dont allow. But now you cant even order a sports ppv through telus guide anymore, let alone record it like on the old system!
Surround sound does not work and has taken a step back, old optik dolby digital 5.1 worked great on all HD channels, the new optik system did have it working on 4k channels, but now its only outputting stereo audio. Another step back. Even if the android box reports dolby digital surround its only outputting 2 channel stereo. Again this worked fine at least for 4k channels last month, now they are stereo only. And HD channels also have stereo sound.
This has been very frustrating, I switched to the system in april and have not seen much progress and even regression. Telus needs to do better or this is going to be a massive problem for there business and people moving to shaw.
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Montell
+5 more
Advocate
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One more to add to the list, about once a month maybe because I watch alot of 4k channels, the android box slows to a crawl and requires a reboot. Tonight the settings menu to reboot wouldnt even come up. The 4k video stream wouldnt start, it just kept stuttering, I could navigate most of the UI ok, but could not open settings to reboot. Changing channels in the guide also just gave me a stuttering video feed or nothing.
I had to unplug power and plug it back in. The boxes seem very underpowered for the UI and features telus has implemented or the software is not well optimized and is resource hungry.
6
Rocky3
+17 more
Just Moved In
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From your pinned post. I spent two hours with tech support and my options button only has All Channels
Guide
Use the “CH” down button to skip vertically within guide
Press the
button to “jump to date” on the guide. You can also use the “Options” button to filter the guide to only show subscribed or favourite channels.
2 Attachments
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Rocky3
+17 more
Just Moved In
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Two days gone from the 30 day cancellation which started September 7th
Please fix
1) guide > options> favorites & subscribed
2) series recording working
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