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?
40 Replies
I went into settings and deleted updates and it went back to normal. I tried turning the box off and on and it kept the favorites channels on
That is very interesting!! I tried it on both our TVs and that’s exactly what is happening on them - just went to settings and didn’t change anything, went back to guide and all of a sudden it was on favourites instead of All Channels! Take note Telus!!
What I did was add another profile - this forces you to choose a profile when you turn on TV. Even if you choose the Main profile your Favorites (or Subscribed) will come back. Saves a few button pushes until Telus fixes issue.
Telus: looks like the default Main profile is not loading properly after Box turned of for some time.
Telus, time to get your act together! Rogers can support Multiview of 4 live sports events on the same screen at the same time, and you can't even fix the guide function to default to subscribed channels after you tried to add picture-in-picture to the guide (that Rogers has had for as long as I can remember).
Seeing that "the development team is aware and working to resolve", maybe they could downgrade all the boxes back to the revision that worked while the development team figures out what they broke and how to fix it. This is beyond acceptable service!
The exact same thing has been happening to me as well over the past 5 weeks.
I'm getting sick and tired of constantly having to go into Options to continuously Change the Guide back to My Subscribed Channels.
My Guide Changes Several times within a 24 hour period.I'm so tired of these Huge Corporations NOT being able to Provide the Services we PAY for, yet they Can't Provide!
Maybe a Class Action for Implied Warranty is due here since none of us are getting what we subscribed to and are Paying for?
I didn't subscribe to Telus to have to Constantly FIX their issues! allI'm sure they're hoping that by having the Guide switch to All Channels, they're hoping Telus Customers will See a Channel they don't have and will Want to Subscribe to it just so Telus can Make More Money...
It's nothing but a **bleep** CA$H GRAB to Add more $$$ into Telus's bank account and Telus Knows it!
Telus saying they Can't mimic the issue it's absolute BS, bcuz it's happening to thousands of Users, yet Nobody from Telus seems to See the issue or be able to Repeat the issue.
I call BS!!
Okay - I'm new to telus so bear with me.
Looks like there was a recent Telus TV+ update to 1.26.4.200 that may have fixed this issue? However the update has only occured on one of my boxes - my other box is still at 1.26.3.200 and still has this issue.
I'm not sure how to force an update on the other box since it doesn't show up on Google Play (maybe has to be pushed by Telus?
Didn't realize we had to be such techies just to run our TVs these days :(
KHRTELUS Team Member
Updates are pushed automatically; they shouldn't need any intervention from you. That said, if your device isn't connected to the internet, or something goes wrong, the updates might not arrive. You can always check for an update via Settings > Device settings > Device Preferences > About > System update
Another week has gone by without any improvement to the “All Channels” vs “Favourite Channels” issue, which I have to change every day when I turn on the TV in spite of having the latest update installed. If I turn off the TV for an hour, when it is turned on an hour later it still “remembers” to go to Favourites but the next day it again reverts to All Channels. Why con’t we be put in touch with a real person who can understand what I’m talking about and actually cares enough to want to fix the problem that it appears many many other people are having too. I know it doesn’t help to talk to the usual people on tech support because I have wasted many hours on the telephone and they don’t have any solutions other than rebooting everything. Rogers is starting to look better to me with every passing day……
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!!!!
These new boxes have been the least advanced PVR's I've ever had and they are the newest. Shaw/Rogers&Bell are all way better in both usability and in features. I'm STILL waiting for features to be added that were suggested YEARS ago. I think there's even a post about the updates because they take so long.
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.
- KHR
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.
Besides changing my settings bear icon to a butterfly, what was updated with 1.26.4.200 app update? Guide is still defaulting back to all channels and not sticking to subscribed channels.
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!
