Forum Discussion
Recordings skip and stall during playback
This is getting very frustrating! We've been having an ongoing issue with our Telus Optic 4K box. The are recordings are not being recorded, or if they are recorded, they skip and stall during playback. Every time I've looked online for an answer It says to restart both my modem and optic TV box. I have done this four times already and it's still happening! I don't want to wait 2 hours on hold to reach an agent, only to tell me once again to restart everything.
8 Replies
We are having the exact same problems with our Telus Optik recordings. Recordings skip and stall throughout playback, scheduled recordings are totally missed or recordings stop early after only about 5 - 30 minutes. This is despite numerous sequential rebooting of the modem, the wired 4K PVR box and the wireless PVR boxes. Things improve for a few weeks then the issues start again. Also our wifi randomly cuts out on our laptop and mobile phones.
I too have this problem every couple of months, I have used the chat line, they never understand my issues, I have waited on the line for hours only to be asked to climb ladders to reach the equipment in question, I’m. 81, not going to happen, the technician fixed the problem for your end, and here I go again, the pvr recordings are freezing and stopping. I have deleted many Items, but would really like a live person to deal with this repeated issue.
TELUS_SupportOfficial Support Team
There may be an issue with your Optik equipment. We'll send you a private message to discuss further!
I have been having the exact same problem. Reboots did not help. I discovered the problem was occurring when multiple recordings were taking place at the same time (on both recorded and live shows). Although the box was only about 80% full, I culled it down to 30%, and the problem stopped instantly. I tested my hunch by recording several shows at the same time while at 80% capacity....instant freezing and skipping on both live and the recorded shows. I stopped all the recordings, and the skipping on live TV stopped. None of these issues recur after cutting the box to 30%. Sad that the box is unable to handle the advertised capacity, but oh well. In my case it was definitely a capacity issue on the box....it is resolved, but I missed a couple of Jays games, as well as the WNBA final before I got it sorted. Not sure if your issue is the same, but check your available space and see if it works. I'm gonna ask Telus for a bigger box!
- TELUS_Support
Definitely not the experience we want for our customers. We'll send you a private message to discuss further.
You say that but I’ve been complaining about you terrible system for literally years. You have made no updates to recording features that Shaw/Rogers have had as standard for years.
KHRTELUS Team Member
Hi Flash54321
You're replying to a comment from 6 months ago... But based on the issue that Batman22 and kdtain describe, these are failed (or failing) harddrives. Some of the Optik 4K PVRs were manufactured in 2015 and are showing their age. This is an unfortunate reality of hard drives. A couple of options would be to contact technical support to replace the PVR or request to be moved to the next generation Optik TV platform which relies on cloud recordings. Both options have pros and cons; for example a new harddrive wouldn't have any old recordings while cloud recordings would come with a different user interface.
