Forum Discussion
Returning an Optik Box
Hi there,
I have two questions:
- I have on Optik Cable box from 2011 which came with the box, cable and remote control. I had to get a replacement Optik box because the other one had stopped working. When Telus sent me the new box, they just sent me a box and the cable cord, no new remote control. I want to know what I need to return? Do I just return the old box and old cable, but keep the remote control? Or, do I need to send the old remote control. The old remote control does work with the new box.
- Also, I would like to get to get a new remote control as the old one isn't working 100%. What do I need to do to get a new one, to ensure its compatible with the new Optik box?
5 Replies
TELUS_SupportOfficial Support Team
Normally you'd need to pack everything including the remote when returning devices. But in this case and given you didn't get a remote for your replacement you should keep the remote and send everything else back. For getting a new remote you can check out the steps at https://www.telus.com/en/support/article/optik-tv-remote-not-working for ordering a new one.
Thank you! This really helps! I have a follow-up question.
I went to the link you provided and it looks like I can purchase an Optik TV Slimline II Remote Control. How do I ensure this is compatible with the box I received? My old remote is a Classic remote.
The reason I ask, is that when I called the Telus Customer Service number, they said I would have to send the new Optik box back in order to be compatible with the Slimline Remoted. But that didn't seem correct to me.
On the instructions with the Optik Box, it says I have a 4K Wireless Digital Box.
Lastly, is it strange I wasn't send a replacement remote? In a previous call, I had asked about a replacement remote.
I have to say, the whole experience of calling the Customer Service Line for assistance has been quite frustrating!
- TELUS_Support
We have a new generation of Android boxes that won't be compatible with the Slimline remotes. Any previous generation is compatible with the Slimline remotes. There are some exceptions but those boxes would be way too old for yours to be the example.
We can try to get you a replacement remote, however, we've been phasing out older equipment so they may not be available but we can check if you'd like. Let us know and we'll send you a private message
