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Robbyvanz's avatar
Robbyvanz
Organizer
4 months ago
Solved

Telus Home Assistant

Occasionally I run into the situation where my Alexa or Google is not able to turn the channel because it says "Telus Home Assistant" is not available.  This usually happens after a software/firmware update from Telus and the code gets corrupted.  This happened a few days ago and it is still not working.  Wondering if someone could generate a support ticket for the back office to investigate.  Optik-Kate​ was able to help me 2 yrs ago.  

tv

20 Replies

    • tkc's avatar
      tkc
      Neighbour
      4 months ago

      Hi, I managed to get Alexa connected on one device earlier today, but when trying to connect around 9:30 PDT I got the same error as before. I was also having trouble just logging in to MyTelus -- it kept taking me back to the login screen and then I just got a "sorry" error. I'll try again during the day tomorrow.

      Thanks so much for answering our support requests here.

      • tkc's avatar
        tkc
        Neighbour
        4 months ago

        I should clarify the problem was on a different Alexa device. I will try again tomorrow.

  • A-B's avatar
    A-B
    Icon for Community Manager rankCommunity Manager
    4 months ago

    Hello everyone, just wanted to share an update we've received from our Optik team. There is an authentication issue with home assistants that they've uncovered (which is causing these errors) and they're working to resolve it as we speak. Once resolved, we'll be sure to let everyone know. It may be necessary to re-link the account and/or re-enable the Google/Alexa device in order to get it working, but we can do that manually with everyone via private messaging (as we'll need account info to do so).

    Appreciate your patience as our team works on this!

  • LeahM's avatar
    LeahM
    Neighbour
    4 months ago

    I have the same thing happening. Telus Home Assistant stopped working with my Google assistant and Google Home App. I had it all set up to voice command my optic TV PVR. Asked google to to perform a command related to Optik and it said "Telus home assistant is not available" it's been saying this for a week. I unlinked my Telus Home Assistant from google home and re-added it. Now all my devices (PVR and other boxes) are gone and not showing as options when I relink my Telus account. The only device showing for me to add is my modem. Please fix this! Telus Home Assistant is clearly not working with Google.

  • tkc's avatar
    tkc
    Neighbour
    4 months ago

    Add me as another person recently affected by this problem. Up until a few days ago, I could control my Optik boxes via Alexa. They stopped working, and I rebooted the boxes, and disabled and reenabled the Telus Home Assistant skill on Alexa. After the account is re-linked, I get a “Page failed to load” error, and my Optik boxes are not discovered.

     

  • Jayson3392's avatar
    Jayson3392
    Organizer
    4 months ago

    I have the same problem. You say it is be worked on as a priority but still a problem is not fixed. Hopefully it will be resolved soon.

     

    • Darren2411's avatar
      Darren2411
      Neighbour
      4 months ago

      I have a spinal can injury and I am unable to move my arms so I use Alexa and Google to control my TV. I hope this is a priority because I have lost some independence in my daily life because of this issue. Can you please make this a priority.

    • Robbyvanz's avatar
      Robbyvanz
      Organizer
      4 months ago

      Yes.  It is not a box or Alexa/Google issue.  I have reset the box and Google.  I even tried to unlink my telus account and relink it.  When I try to relink it, it says "Telus Home Assistant" not available.  This is a software issue caused by a recently firmware update. Please request a support ticket be opened and investigated by the software developer.  

      • TELUS_Support's avatar
        TELUS_Support
        Icon for Official Support Team rankOfficial Support Team
        4 months ago

        Hello again! Our team has asked us for you to run a couple more tries where you tell the assistant to do something, it says ok, but fails to actually perform the task. Then tell us the approximate times it's occurring so we can take that back to our team, thanks!

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