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Set Top Box Not Working
I received the newly installed fibre and router which are working great including all my streaming services including Telus tv+… the new set box boots and goes straight to the “android tv” where it s...
SOLVED
1. HDMI to smart tv that was wirelessly connected to the Telus router
2. Plugged in power and immediately held in the reboot button at the back
3. Flashed Telus logo then went blank screen so released reboot button and it brought up the internal Android TV screen
4. Scrolled down to factory reset and did that
5. Still had to do a couple of resets as per step 2
6. Finally got the Telus logo, released reset, followed by blank screen then up popped the normal Telus TV setup screen
7. Working fine now on a couple of different tv’s to make double sure
8. It was all trial and error and there was a small yellow sticker with an R on the back so I’m wondering if it was a refurbished box that needed the cache cleared out
TELUS_Support
Official Support Team
Official Support TeamHi there glwperson - Can you please turn the box around and with a paper clip or something small, please press and hold the factory reset button that is labeled for about 30 seconds - all while the box is plugged in to power and everything.
Please let us know if that helps
18 months of working OK, wireless from Boost, suddenly black screen, solid white light, no remote pairing. Many hours spent with 3 successive, polite, methodical CSRs repeating same routine, no result. 3 TV-217 replacement boxes, identical result. Finally technician visit confirms result, notes HDMI link to tv must be established for box to communicate with Telus and remote to pair. Has seen it happen before. Why suddenly this failed, perhaps possible Hisense Android TV software update or as first CSR speculated Telus back office error. No solution offered. Self help routines can never even find box and the poor goldfish swims in circles endlessly, mirroring the customer frustration. Thinking TV may have faulty mainboard, buy another Hisense TV, (Google TV version) after viewing it work on the Telus box. Results all exactly the same. Download Telus App to TV from Play store and can watch in reduced bandwidth as well as other apps. All other Telus fiber internet functions not affected, just no Optic TV for a month.
