DVC-RTRN-001

[HardHouse]

I got a new optik TV box to replace a dead one, but the new one is showing an error - DVC-RTRN-001.
I have hard reset it with the unplug 3 times method and it downloaded a new configuration and rebooted several times - one time showing some gears. Then it comes back to the same error screen, "Activation Problem Encountered." 
I have two boxes (one is the PVR, it has issues, and one is just an Optik TV box, it has no issues). It isn't a cabling issue, as the other box works perfectly fine in the same location for watching TV (can't record, but it does work)

Architecture of the network 
NAH --> Coax Cable --> MOCA adapter --> Ethernet --> Optik TV box.

Like I said above the other box works in this same location so we can rule out cable issues. 
I suspect that something on the Telus side is not registered properly for the new PVR.
I called tech support multipole times and they have shipped 2 replacement boxes out, they both do the same thing. Now they want to charge me $200 for a tech to come out and install the PVR, even though the other one worked in this location fine for 3 years without issue, and the other Optik TV box works fine in this location too. I don't see why I have to pay $200 to have PVR I pay for every month on my bill replaced.

[TELUS_Support]

Definitely not the experience we want for our customers. We'll send you a private message to discuss further.

[HardHouse · Accepted solution]

My wife tried another box. We had to do the triple reset thing but eventually it worked. It's a shame that we had to revert to a third box with a totally different design and model to make it work, but at least it wasn't the cables 😉

Either way all fixed now.

[TELUS_Support]

Thank you for the update! Appreciate your patience throughout this, and please don't hesitate to reach out to us here again if you ever have any questions.