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 t...
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.
It only gets worse. Got text message at 8:45 MDT saying "You have a scheduled callback in 15 minutes". At 9:15 my phone notified me of carrier voice message. Phone never rang and I don't have call control enabled on mobile. Carrier voice mail indicates call was from Telus but no message left. WOW!!
I don't have any idea of current status, will there be another callback attempt or do I need to start the whole process over again?
