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 Disn...
TELUS_Support
Official Support Team
Official Support TeamHi! 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
Another customer having the same issue. Works fine on every device in the house EXCEPT the only one that runs through a Telus Optik TV box :-(
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?
Disney plus works on other platforms. Only Telus does it glitch where the audio isn't matching the timing of the video and as well the video is momentarily freezing or skipping.
