05-19-2018 04:49 PM
When I use Netflix through my Optik TV set top boxes, the sound that comes through the speakers has a lot of cracking/static/popping noises being made as well. It has been this way since day one, and I have lost my patience with this. Those types of noises are not good for the speakers, and I would like to figure how to make it stop. When I watch Netflix on my laptop, there's no problem. When I disconnect the Telus set top box, and watch Netflix from the Smart TV app, there's no problem. When I watch Netflix through the PS4, there's no problem. The only time it's a problem is when I'm watching Netflix through any of the three Telus Optik set top boxes I have. I want to watch Netflix through Optik, because it's right there in the guide and not inconvenient to get started up. How do I fix this, Telus?
05-19-2018 06:30 PM
Is Netflix the only thing on your boxes that has issues with sound? No issues with regular live TV or recordings? Any issues if watching one of the on demand titles? The Stingray streaming music app/channel?
05-19-2018 10:31 PM
It's only Netflix, and it's only through the Optik boxes. Regular TV, and other streaming channels don't have this issue.
05-19-2018 11:58 PM - edited 05-20-2018 12:00 AM
You're experiencing audio difficulties because your Netflix app has "ENGLISH [5:1]" set as a default in your "Audio & Subtitles" settings.
Here is a fix:
Before you hit "Play" to watch Netflix show, go to "More Info" for that particular show and then:
1. Scroll down to "Audio & Subtitles" and press "Enter" on your remote,
3. Scroll down again to "Audio" and SELECT "ENGLISH (ORIGINAL)"
05-20-2018 12:54 PM
I can't find a "More Info" option to try. There's nothing like that in the menu for a particular show. Just 'Play', 'More Episodes', 'Add to my list', and 'Rate this title'. There isn't anything like that in the general Netflix settings either. I tried using the "Info" button on the remote, but that didn't do anything. I was hoping this would work, but no luck. Thanks, though!
05-20-2018 02:06 PM
Okay, if I get on to Netflix through just the Smart TV app, I get the "More Info" option, and can do all the things that were suggested. It looks like a newer version of Netflix than what comes trough the Optik box. I already know that the sound quality is fine with the Smart TV way, it's just not very convenient to get to Netflix that way, as opposed to Optik which has Netflix right in the Guide. It's through the Telus Optik box that I'm having all the problems.
05-31-2018 02:41 PM
Yes. You have to do it through Telus apps and then you're able to get to Audio Settings and change them to English 5:1 from English (Original).
Glad it's working. Enjoy!
01-04-2019 05:51 PM
I am having the same problem too. Netflix audio is excellent when I use my Apple TV but when I use Netflix via the TELUS App I get random popping and static noises. It is worse when base tones are present. In audio settings via the TELUS App there is only one English option. I am not given the choice to choose between English 5:1 and English (Original). Set top box is connected to 5.1 receiver via HDMI. My set top box is not 4k and is about 3 years old. Please help, the random popping and static noises is annoying and could damage my speakers.
02-23-2019 03:16 PM
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04-18-2022 11:22 PM
04-19-2022 02:10 AM
As a test connect your sound bar, to your tv (audio output) via optical cable and test your Netflix.
04-19-2022 05:50 AM
I am having the same problem too.