Forum Discussion
Optik-Kate
TELUS Team Member
TELUS Team MemberOptik 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 ser...
Hi all, just wanted to give a heads-up that we're locking this thread because it's getting difficult to track the comments and cross-posted threads. If you are experiencing issues, please make a new post and the TELUS team (myself included) will do our best to get back to you! Thank you everyone for your valuable feedback so far. We're continuing to make improvements to the platform based on your feedback, thank you for your patience and please stay tuned!
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!
Hi Q4W My opinion, go back to Shaw while you can! Yeah it's a pain after the wheels are in motion on a switch, but I'm seriously regretting not doing it!
I was a Shaw customer for over 19 years until I recently switched. Needless to say, I will not be renewing my Telus contract when it expires... Took a while to find all the issues, but the cloud recording is frankly pathetic. Series scheduled recording has a mind of it's own. Numerous times it's disappeared mid season. The crazy 45 day recording limit, not able to set a time extension to your recordings etc etc.
An additional note that I forgot to mention is it would be extremely helpful if Optik profiles could be PIN protected like Netflix. We have an AirBnB and we were very surprised that there is no method of keeping people from logging into any profile. We will also miss the ability to limit some TV boxes from accessing our PVR recordings which was a great feature we had with Shaw. Now guests can watch and delete our recordings which is not ideal.
