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joeuser's avatar
joeuser
Neighbour
8 months ago
Solved

Fire TV

I downloaded the latest TELUS TV Plus from the Amazon Appstore on my Fire TV 4K according to your instructions. https://www.telus.com/en/support/article/telus-tv-app-android-tv I was able to launch...
  • joeuser's avatar
    joeuser
    8 months ago

    Hi KHR

    It looks like it's a TELUS TV+ on older Fire TV Stick issue. The slow loading or not loading issue happens on Live TV and On Demand, I don't have cloud recording. Netflix and Prime work flawlessley on the Fire TV Stick so I know my WiFi is good. The Wifi 6 router is 15 feet away from the Fire TV Stick.
    In the same location I have Google TV running on a Chromecast and on a 5 year old Sony TV they both run the TELUS TV+ flawlessly with Live TV and On Demand. Everything loads quickly on TELUS TV+ anywhere in the house on my 5 year old iphone.

KHR's avatar
KHR
Icon for TELUS Team Member rankTELUS Team Member
8 months ago

Can you share some details about your device? Is it a Smart TV or a Fire TV Stick? What operating system is it running (Fire OS 6, 7 or 8)? We noticed in our testing that devices running Fire OS 8 were the fastest to respond, followed by OS7 and then OS6. Fire TV Sticks generally outperformed Smart TVs, and Wi-Fi strength had a significant impact on responsiveness and load time. If you can share some details, that will help our development team.

  • joeuser's avatar
    joeuser
    Neighbour
    8 months ago

    Hi KHR

    Device Type - Fire TV Stick 4K

    Software Version - Fire OS 6.7.1.0

    Thanks for looking into this and let me know if you need any more information.

     

    • KHR's avatar
      KHR
      Icon for TELUS Team Member rankTELUS Team Member
      8 months ago

      Thanks for the details. Is this happening across Live TV, On Demand and recordings, or is it only Live TV? Do you generally have good Wi-Fi where the device is located?

       

      Our development team has noticed longer start times on older devices, but usually everything does load eventually. We'll keep looking into it.

      • joeuser's avatar
        joeuser
        Neighbour
        8 months ago

        Hi KHR

        It looks like it's a TELUS TV+ on older Fire TV Stick issue. The slow loading or not loading issue happens on Live TV and On Demand, I don't have cloud recording. Netflix and Prime work flawlessley on the Fire TV Stick so I know my WiFi is good. The Wifi 6 router is 15 feet away from the Fire TV Stick.
        In the same location I have Google TV running on a Chromecast and on a 5 year old Sony TV they both run the TELUS TV+ flawlessly with Live TV and On Demand. Everything loads quickly on TELUS TV+ anywhere in the house on my 5 year old iphone.

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