Forum Discussion
Showing "My favourite channels" suddenly doesn't work
Hello,
All my favourite channels still have hearts on the "Edit favourites" screen, and all my subscribed channels are there, but on the Telus TV 21T box, as well as in the Firestick app, the guide only shows 7 channels (149,351..) when filtering for "My favourite channels", none of which have hearts. The favourite channels are properly filtered on the website telustvplus. This happens for multiple "who's watching" sign-ins and the same 7 channels are the only ones listed in the guide. Has this happened to anyone else? What can I do to get it to work again -- it had been working for the past year without problem? I have reboot and tried toggling new channels as favourites, but nothing fixes it. Thank you.
25 Replies
Yes it was a problem for quite a while before, but not continuously for me until the previous update that affected FAVS now has 50% at least blank no info after scrolling thru to about the half mark with info displayed. It is repeating over and over not random. So this is an old problem brought back.
I mentioned in another post that I suspected the programmers are leapfrogging updates. one programmer fixes a problem on a no longer latest update and once pushed out it overwrites what another programmer pushed out to fix a different problem.
I have lost track of how we knew when the update was created when it had the month/day before but I do not see 1.25.9.500 saying a different day 1.25.9.600 when we saw it fixed 10/11/2025
Re: Updates from different programmers overriding one another...plausible-interesting theory. One would think in the modern world of AI and all, that the left and right hands would be in seq. If not, sad commentary on Telus' QA/QC management systems.
Is there no longer an update published, at least qrtly, similar to what Optic-Kate used to provide?
Being discussed TELUS TV Feature Updates - Ongoing
Yes the last update fixed the update that messed with the FAV's, now resolved but the guide now does not fully populate without repeat open/close. Once, the guide came up and as I scrolled noticed it was from 3 hours ago, not current time.
KHRTELUS Team Member
Hi lmn19 dm63 JS5 yvr604 uhj090 Rocky3
The team has patched this issue and your favourite channels should now be showing in the guide on your TELUS TV Digital Box and Fire TV. An update to the Android TV app (Sony TV, Chromecast etc.) is pending approval from the Google Play Store. You may need to reboot your set-top box for the changes to take effect (Settings > Device Settings > Device Preferences > Restart). The appropriate app version is 1.25.9.600 (Settings > System information).
Thanks for bringing this to our attention and appreciate the patience while we fixed it. cc TELUS_Support
I did the restart, I also unplugged it and restarted, but I'm still at 1.25.9.500.
It was updated today and filtering by favourites works again. It must have updated overnight. I guess the restart/reboot doesn't force it to look for updates and I don't know if there was a way to do that. The firetv hasn't updated yet, I guess I have to wait for that as well.
Good morning, I too am experiencing the same thing, My Favourites list that I've had for almost a year since Fibre Optik was installed is now gone only showing channels 149, 351.... I've tried everything, rebooting the modem and digital box, followed numerous self help fixes on the Telus site and no results. I called the Telus Help number and was on hold for over 2 hours on Wednesday night and Thursday Night. Getting very frustrated. Please help! Thank you.
- Hi,Yes it is very frustrating. I just received a response from Telus saying that it is a 'known issue' and it will be fixed during the next patch. But they not say when that will happen.For now I have just been using the 'my subscribed channels' and at least it does filter out all the channels that I do not pay for. I guess for now we just have to wait until Telus fixes it.Cheers
TELUS_SupportOfficial Support Team
Our team will have this resolved asap!
Your team has failed. Last night I still had proper FAVS, this morning same as others, only see my Favs when subscribed chosen/
Since Telus was told about this one would expect the rollout of a flawed update would be stopped.
AND as I suggested yesterday the pre problem update be rolled out as a temporary fix.
- TELUS_Support
This is a known issue that has been caught by our Optik team and will be patched in the next release. Appreciate your patience while our team works through this!
I have the exact same problem on my Telus TV 21T box. I spent 2 hours on the phone with Telus yesterday, rebooted, updated, and reset the TV box with no change. The person I spoke to said he would escalate it, but had no idea how long the fix would take.
I called Telus today about this favourites issue because it's happening to me too. They told me that many others started reporting it yesterday. They said a fix/update could take anywhere from 24 hours to a few weeks!
I just got their TV 21T boxes last week (at their insistence that I upgrade) and I'm shocked to read in other posts that these issues have existed for several years and they can't seem to get a permanent fix in place! Very disappointing!
They insisted I upgrade as well when they installed Fibre Optik.
I have same issue. No idea what caused it or how to fix it. I also tried rebooting, toggling channels, and logging out and back in to my account. Still a problem.
