TELUS TV+ App Video Quality Issues

I'm reporting a persistent video quality issue with the TELUS TV+ app (com.telus.stbtvclient version 1.26.4.200) on both my Fire TV device and TELUS TV-24S boxes. For the past month, live TV and recorded shows start with good video quality for about 3 seconds, then become heavily pixelated and stays that way.

On April 15, 2026, we called TELUS customer support and completed all recommended troubleshooting steps, including:

Video quality set to Automatic (also tried Performance mode)

Adjusted resolution settings on both Fire TV and TELUS TV-24S boxes

Connected boxes directly with Ethernet cable and verified connection

Rebooted modem, Wi-Fi boxes, and all TV devices

Cleared app data and cache

Uninstalled and reinstalled the TELUS TV+ app

Power cycled all devices and checked signal quality

Customer service concluded this appeared to be an app issue on the box.

Note that the TELUS TV+ app is the ONLY app experiencing pixelation. All other apps (including TSN streaming services) on the same devices play normally with perfect video quality.

Could you please:

Confirm if this is a known issue with version 1.26.4.200

Provide a fix, patch, or rollback option

Escalate to the app/software development team

Thank you for your assistance.