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 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.
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!
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I'm a new PureFibre Telus Optik+ customer since April . From the beginning, the fast forward and rewind functions on recordings and live TV have not worked on any of my TVs. The video advances or rewinds, but I am not able to see where it is advancing to or rewinding, it is simply a guessing game. I have four Telus boxes, and have the same issue with all of them. I have been on many chats with Telus and all of the boxes have been rebooted multiple times. In addition, a technician recently came, but advised me when he arrived that he had not received any training on my box and so likely could not help, which turned out to be true! Telus has given me the runaround saying that my issue has been passed onto their "Optik TV Escalation Team", whatever that means. Has anyone else run into the same issue and found a resolution for the problem? It is extremely frustrating as, of course, I am paying for a service I'm not receiving. It's also not a great introduction for a new customer.
I also have to reboot at least one of my boxes daily for a variety of reasons; e.g. live program I am watching is "stuttering", "sorry, there's been an error" message.
Thanks for any help or suggestions.
- Our experience has been beyond awful. At this point we're thinking of moving to Shaw if you guys can't fix it ASAP and give us something for having a whole month of constant issues that make our tv unwatchable.. This new box is RIDDLED with issues from day 1, it clearly hasn't been tested properly. You should've never rolled this box out without actually testing it 1st and having it pass some real customers live testing it (while obviously getting paid or something for trying out a beta system). This is just just plain negligence tbh, it costs so much for TV nowadays and to have it not work the way it should and be inferior to your older boxes FROM 10 YEARS AGO... You clearly just bought them and rolled them out to new customers telling them it was the latest and greatest thing.. j
There are just SOME of the issues we've encountered (copy and pasted from a post I made):
- It consistency has corrupted recordings that were fine an hour before but I walk away to say have dinner or walk my dogs and come back and they have error msgs..
- it's deleted ALL of our saved recordings twice
- you can't record something more than once per day and you can't extend recordings for example we mainly record sports so for Rian delays, OT, etc
- it has stuttering issues that aren't fixed on restart
- you can't save recordings longer than the default 45 days
- you can't record the same show on more than 1 channel
- You have to manually go thru the guide and find what you want to record and the guide takes forever to load and just says "info unavailable" for like 20-30secs
- The search function is just broken it only shows a few options and when you try "view all" it shows completely random content (example you search boxing and randomly it'll show Thomas the train, random reality shows, Disney Channel kids stuff, etc)
And now to top it all off, it's completely broken. Started not being able to play anything in Netflix, it would open but when I'd go to play something Netflix said there was an issue with the box and to reset it. Tried that multiple times, checked internet connection in the Netflix app and on my computer and that's fine, it's just the box. After resetting over and over trying to fix Netflix I gave up, but now it can't play ANYTHING. Not even any channels live tv or recordings we have saved.
Keep getting this error code when I try to do anything: ERR_PLAYER_P210
This is completely unacceptable, every post I see on here or Reddit or tech forums about the new Telus 4k boxes is awful. Our old non-4k box that I had from 8 years ago worked fine and never had issues with recordings, could extend them, record on multiple channels, search and record, etc.. (if you can't tell we mostly PVR stuff because we're big sports lovers but are too busy so PVR is 1 of our biggest complaints because we use that like 80% of the time we use our tv) - Can’t comprehend why such a big drop after the rollout of the new sys. Telus was almost the #1 in Canada bc it was using the same dvr as Bell, but the apps dragged the legs. Bell had rolled out a better new sys on Fibe TV, few months before Telus with 10 simultaneous recordings, the same pq as before (still behind Rogers and potentially any other provider buy sys. from comcast) plus transfer of future scheduled recordings. However, Telus not only couldn’t do any of these, cancel 4K channels, but also sets up an industry-wide low by reducing the recordings of existed tasks’ expiry to merely 45 days. Are we following philo TV? lmao
- The Telus TV+ app glitches A LOT on the Telus Android box compared to all of my other devices. I can literally sit beside it and stream no problem on my.phone. Netflix on the same device is smooth as silk for playback.
I'm starting to think I should just get a better device (Chromecast or Nvidia Shield).
