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?
47 Replies
TELUS_SupportOfficial Support Team
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
KHRTELUS Team Member
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.
Stumbled across a strange behavior. Turn on the STB and guide shows all channels no matter how many times it is opened and closed. Go into settings and exit (no changes or sub menus entered), next time opening guide it returns to subscribed channels and remains there until next time the STB is switched off.
This behavior is 100% repeatable on all my boxes.
