Forum Discussion
Replacing a dead PVR box should be simple
July 23rd our PVR box (UIW8001) stopped functioning and a reboot resulting in a RED X. Use Telus automated tools to try and resolve. It detected a problem and we needed to call support. Our call to tech support took an hour to be answered and the technician determined the PVR was dead and needed to be replaced. He indicated a replacement was being shipped.
On July 27th VIP5662W PVR arrived. Plugged in and it stopped at the "Registration / Activation Code required" screen. Rinse and repeat with automated tool. Call to tech support, another hour+ wait time or callback option in two days!! Spoke with agent, who opened ticket with back office to resolve problem. Was told it would take up to 24 hours and we'd receive text or phone call when resolved.
July 28th, no call however VIP5662W would properly boot. However it indicated it could not find PVR. Rinse and repeat with automated tool.
August 10th. Called, waited an hour or so again and finally got an agent. He confirmed box should act as PVR, did some troubleshooting without success, so another ticket opened. Again wait 24-48 hours and we'd receive text or phone call when resolved.
August 12th, Telus called and indicated old PVR still on account, blocking the new PVR from functioning. Now fixed. Instructed to reboot 3 times. Now back at the "Registration / Activation Code required" screen. Rinse and repeat with automated tool.
August 14th, called yet again, long wait time (1 hour vs 15 minutes indicated) to speak to support. Representative tried to resolve without success. He even went as far as telling me to hard reset our network access hub. This was problematic for other household members would had to stop working via Internet connection. Also determined after the fact that all our settings in network access hub were lost. Still no success so maybe refurbished box was the issue. Another one to be shipped.
August 18th, new to us UIW8001 (marked Refurbished) arrived. Guess what, when booted it again halted at the "Registration / Activation Code required" screen.
9 Replies
Same thing happened with my mom. Over 2 months without a PVR. I told them several times need to remove the old PVR for the new one to register. Countless phone calls and escalation to backend team. 4 replacement PVR boxes shipped with no change. Finally a tech was dispatched and he call the backend team and bang it was fixed after they did exactly as I told them need to be done.
Really makes me question the competence of the Telus support team especially when this was escalated to the backend team (according to the tech support reps) 3 times with no fix.
So demand they said a tech out, demand they waive the $200.00 fee for sending the tech out to fix what is most definitely a Telus backend issue that they seem to not be able to figure out with the support team you spend hours (wasted hours I might add) with on the phone.Awaiting yet another callback, scheduled yesterday at 3:07 MDT for tomorrow 8:00 AM PDT. Apparently "earliest possible time". PVR has been put through the 3 reboots cycle a couple of more times, always lands the the "Registration/Activation Code" screen.
Found a different self care screen to try today Internet and Optik TV health check. All 9 checks report looks good including the "Your Optik PVR system looks good." Wonder how or why it determined that given the current state of the PVR.
Not looking forward to wasting another hour or more on hold. Forth time lucky perhaps? This should be simple to replace a dead PVR box, not require 3 (and counting) calls, with long wait times each and every time.
Signed, Frustrated2026.
TELUS_SupportOfficial Support Team
Hey there — first off, I want to sincerely apologize for this absolute ordeal. Nearly a month of being passed between automated tools, back-office tickets, broken network settings, and shipping boxes back and forth is completely unacceptable, and frankly, I fully understand your frustration. You shouldn't have to spend hours on hold just to get basic TV service working.
Can you tell us what's the correct status of your situation ? Were you able to speak with a support agent recently ?
Awaiting yet another callback, scheduled yesterday at 3:07 MDT for tomorrow 8:00 AM PDT. Apparently "earliest possible time". PVR has been put through the 3 reboots cycle a couple of more times, always lands the the "Registration/Activation Code" screen.
Found a different self care screen to try today Internet and Optik TV health check. All 9 checks report looks good including the "Your Optik PVR system looks good." Wonder how or why it determined that given the current state of the PVR.
