Forum Discussion
Telus TV+ channel guide keeps switching to "all channels"
I'm experiencing an issue with my Telus TV+ channel guide. The filter and sort settings keep reverting to “All channels,” even though I had selected “My favourite channels.”
While the TV is on, the guide correctly shows “My favourite channels” after I select it. However, after turning the TV off and then back on later, the guide has reset to show “All channels.”
I’ve restarted both of my digital boxes, but that didn’t resolve the issue. This has been happening for several days. Is this an issue for anyone else?
17 Replies
It is now April 12/2026 and I have had the same issue for over two+ weeks now. Where’s the supposed fix, Telus?? Ever since I was forced to “upgrade” to these new boxes, it’s been one issue after another. NOT happy with the service!!!!
This "BUG" seems to have appeared after the last guide software update as it is now showing a preview of the channel you have selected in the guide. Maybe the development team should revert to the previous version while they work to fix the bug.
I am having the same problem. The guide keeps going to all channels instead of my subscribed channels.
KHRTELUS Team Member
Hi TheLastElite ShutdownShane BonnieBee63 can you confirm a few things to help us out?
- do you see the picture-in-picture preview in the top left corner of your guide (wait 2-3 seconds and there should be live video playing in that window)
- do you have any favourite channels selected? If yes, can you try changing your guide filter to 'favourite channels' and turning your box on/off and see if this filter is retained? If no, can you please try adding a couple of favourite channels, filtering your guide to favourites and turning box off/on?
- have you tried logging out of the box and back in with your My TELUS username and password (Settings > Account information > Switch account)?
Thanks for the help; our development team is not able to recreate this issue and we're trying to eliminate a few variables.
I have tried all the suggestions from KHR multiple times to no avail. I even tried deleting and resetting my favourites. On point #1, my p-i-p preview is a still picture, not a live video playing in the window.
When so many people are having the same issue why is Telus denying any responsibility for this problem?
I've been experiencing the same issue and already spoken to one Telus customer support person who didn't know anything about it.
TELUS_SupportOfficial Support Team
You can always try the troubleshooting steps above.
- TELUS_Support
There are a few things to try:
- Try refreshing your profile by going to Settings --> Account --> Profiles. Create a test profile, switch to it, set a favourite, and then switch back to your main profile. This forces a rewrite of your user preferences on our servers, which can fix it in some cases.
- Check the app versions by navigating to Settings --> System Information to see if you're on the latest build version or if it says there's a more current one available.
- If you have HDMI-CEC (the feature that turns your TV off when you turn the Optik box off) enabled, try disabling it for a night and then checking it the next day. We've seen rare cases where the TV sends a 'kill signal' to the Optik box too quickly, preventing the box from saving the current UI state (including any guide filters you may have set up) to its memory before it shuts down.
levelclose you can try these things too to see if the help!
I spent 1 hr and 16 minutes on a call with a technician on Mar 31 with the same problem: when restarting both our TVs the guide reverted to All Channels. At the end of the session after updating and rebooting he seemed to think it was fixed, but the next day both TVs still reverted back to All Channels. On Apr 1, I spent 1 hr and 15 min with another technician who seemed to be trying everything he could think of but was not successful in solving the problem. He finally told me I would receive a 2 new boxes in 3 to 5 days. On Apr 8 the 2 new boxes arrived (including power cords and remotes) and I duly went through the process of hooking them up. On Apr 9 again both TVs defaulted to All Channels when turned on. On Apr 10 I spent another 25 minuted with yet another technician. At the end of the session the TVs appeared to be working properly but on Apr 11 it was back to All Channels again on turning on both TVs. I have again tried all the suggestions on this forum, rebooted, restarted, etc etc. I realize this is a minor problem but it’s time for Telus to wake up and do something about it!
Just as an update, I tried the suggestions provided but that did not fix the issue. Hopefully the chanel guide filters are fixed soon. TELUS_Support
- TELUS_Support
Gotcha. Our team is working on a fix and will have it implemented as soon as possible. Appreciate your patience!
Yes, same here. No reply from Telus reps so probably deliberate, e.g. reduced feature to try to upsell other channels.
Telus TV Guide No Longer Saving just My Subscribed Channels Setting | TELUS Neighbourhood
- KHR
This change was not deliberate to try and sell more channels; it is unfortunately just a bug. The development team is aware and working to resolve.
Good to hear. Glad they are working on it - thanks.
