Hi! It is not an "issue" per se as some level of delay is inherent in live sports broadcasting, though the extent of the delay can vary based on many factors. That said, latency reduction is something that the development team is working towards!
Yeah you'll need to speak with our team on the phone about that to confirm if it's an option. We definitely are working on improving the experience, but as different providers use different technology there can sometimes be slight delays, etc. While we can't control other providers' feeds, we definitely do try to have ours as close to real-time as possible!
I can confirm and concur with BradCL that the delay in "live" sports with the new Telus Android boxes is unacceptable. I am just in the process of replacing my old Optik4K boxes with the new Android boxes. As it happens I have a sports cave with two TV's. So I installed the new Android box on one of them; updated the software and turned both old and new to the same live sports channel. I realize that there is always a bit of delay from actually being at a sports event but I was only interested in comparing the amount of delay between the Optik4K boxes with the new Android boxes. It was significant so I called tech support and they rebooted and updated everything and had me test again. The difference between the previous box and the new Android is exactly 40 seconds. Consistently no matter what channel I have on the Android box is 40 seconds behind the normal Optik TV boxes that aren't using Telus TV+. For movies/TV shows this is no big deal. But for sports it is awful. I'd have to turn my phone off to not get notifications or texts from friends because I'm so far behind their TV service when something exciting happens. You call it latency and I accept it when I'm watching the Telus TV+ app on my phone but not when I'm supposedly watching "live" tv on my TV. I plan on returning all these Android boxes right away; is there any chance the latency gets reduced to less that 10 seconds in the future?
The older Optik boxes would have a bit of a delay still. Shaw isn't immune to the delay either. It's an issue with how IPTV works when a set top box begins streaming the channel. The delay can be reduced up to a point but it'll never be zero, especially compared to being at a live game. The video stream at the venue has to be recorded, have graphics added, have the video stream compressed, and then sent out for broadcast / streaming. When a set top box connects to a channel/stream, there typically can be a delay before the stream starts. Sometimes it's quite short and on occasion can be longer.
One of the local sports bars where I live has multiple Shaw boxes and TVs. None of them were in sync when viewing the same channel / game. One was off by 10-15 seconds. The rest were +/- 5 seconds off of each other.