Forum Discussion
Disney+ Jittery/lag
Hello. I have had Optik TV for over 2 years, with Telus Pure fibre 1gig internet. I use the newer style smaller cloud based TV box, connected via wifi.
In the first 2 years I had optik TV I had Disney+ and it worked fine without issue. During that time, we cancelled it to cut down on costs. I renewed for another 2 years with Telus, and part of our new plan covers the cost of Disney+. Since I have restarted my Disney+ subscription, I find it lags durning playback. It’s very jittery. I also use Netflix, Apple TV, Amazon Prime, and Crave. None of the other apps have an issue. Live TV also seems to be fine. It’s just Disney+ that has this issue.
I tried to uninstall and re-install the app, but the Telus Optik box won’t allow it to be deleted completely. It allows me to uninstall updates, which I did, and then re-installed them, and still had the same issue. I’ve lowered the playback quality settings on the app, and still it jitters. I was trying to watch a movie today and it was almost unwatchable. Has anyone else had this problem specifically with Disney+ on the Telus box. Any suggestions on how to fix it?
13 Replies
El-EricCommunity Manager
Hey BCTV - we've been in contact with our team and they've actually let us know that the Disney Team has been working on a fix that should be coming in the next few days.
We can't promise an exact date as things may move around. We appreciate you bringing this up and we appreciate your patience while the issue is resolved
current update is 1.25.11.300. That upgrade fixed this problem in November. Updates do not appear to be sent to all within a day. I have previously reported that updates are leapfrogged. One fix is lost as another problem is solved using software before current fix and that erasing the last fix.
I will be looking for an update and see if this out of sync starts again. Watching now and it is in sync
TELUS_SupportOfficial Support Team
Hi! You're facing a common issue with Disney+ lagging on Telus Optik boxes, especially over Wi-Fi, despite fast internet; the fixes often involve restarting everything (modem, box), checking Wi-Fi signal (or using Ethernet if possible), clearing app cache/data (even if deletion is tricky), checking box settings for picture quality (like disabling Auto-HDR), and contacting Telus support, as it seems specific to the Disney+ app's interaction with the Optik hardware/software.
This is not a helpful solution. I already did all the things you suggested. I mentioned that in the original post. If this is a known issue, is there a software update in the works? If this is a known issue why was I not told about it before renewing for a 2 year deal that includes Disney+ ?
- TELUS_Support
We hear you BCTV and we've reached out to our developer team to see if the issue is known and if there's a timeline to fix it
My family is also having issues with Disney plus tonight glitching. We've tried restarting the Telus box and the wifi is working fine for gigabit download speeds. Is there a fix that can be done for getting this to work?
- TELUS_Support
Are other video streaming platforms working ok for you Anthonycm?
