New Optik TV Box is a dud - how to replace

[glwperson]

I received the newly installed fibre and router which are working great including all my streaming services including Telus tv+… the new set box boots and goes straight to the “android tv” where it sits…the reset button does not do anything and power off power on just repeats this cycle…I’ve tried an Ethernet connection right off the router and it never stops to allow for a Telus login or hand remote pairing…I’ve gotten lost in the maze of the customer support robot…how do I return and replace this box?  Any advice would be welcome. Thank you. 

[TELUS_Support]

Hi there @glwperson - Can you please turn the box around and with a paper clip or something small, please press and hold the factory reset button that is labeled for about 30 seconds - all while the box is plugged in to power and everything.

Please let us know if that helps

[glwperson]

Hi I’ve done that and just retried with no effect…it is stuck on the android tv screen…the led light on the bottom of the set box initially goes solid white then goes a slow flashing blue after a few seconds…

[NXNWL]

18 months of working OK, wireless from Boost, suddenly black screen, solid white light, no remote pairing. Many hours spent with 3 successive, polite, methodical CSRs repeating same routine, no result. 3 TV-217 replacement boxes, identical result. Finally technician visit confirms result, notes HDMI link to tv must be established for box to communicate with Telus and remote to pair. Has seen it happen before. Why suddenly this failed, perhaps possible Hisense Android TV software update or as first CSR speculated Telus back office error. No solution offered. Self help routines can never even find box and the poor goldfish swims in circles endlessly, mirroring the customer frustration. Thinking TV may have faulty mainboard, buy another Hisense TV, (Google TV version) after viewing it work on the Telus box.  Results all exactly the same.  Download Telus App to TV from Play store and can watch in reduced bandwidth as well as other apps.  All other Telus fiber  internet functions not affected, just no Optic TV for a month.

[NXNWL]

Switching to other inputs then back to the TV-217 connected HDMI sometimes produces the Telus logo flash for a few seconds, then back to black.  Returning to this HDMI input later, Google TV displays that it "Was previously connected" even though no video other than the logo ever displayed.  My guess is possible Google security update? ... blocking connection as part of the HDMI handshake protocol?  A Hisense Android TV unit that functioned fine for 18months with this box, suddenly incompatible just with this input source,  followed by a (desperate) replacement Hisense GoogleTV replacement with identical symptoms suggests a software glitch to me.  But then I don't sell TV service nor TVs so it shouldn't be my responsibility...should it?

[Rocky3]

At the risk of another post being deleted, the new box has hardware issues. They are faulty. Many instances of replacements, I am on my second and it is acting up. Meanwhile friends who had old PVR say it failed and was exchanged with the old PVR style they had. Another poster said they have a PVR but recordings are in the cloud.

Hardware problem explains failure to solve with software.

[Rocky3]

This is second time HDMI must be connected to TV suggested.

I will check my TV settings, and suggest you do as well to see if the inputs are selected automatically from the first live input and whether it can manually chosen and kept on Telus input.

If indeed the tuner box demands to see a source before sending signals then that would eliminate a source being available. I did say that Telus tuner did display onto TV No Internet, even though my TV does not need internet. 

[NXNWL]

For the Telus box to require a TV screen display to enable its setup with that TV, seems an obvious trap. Perhaps it is possible to initialize from another device, cellphone perhaps? My own Telus box could see and work plugged into my computer monitor, but again, would not function through HDMI with either TV.

[glwperson]

Yes I have tried a direct to tv on a Samsung, lg, and sharp…they all see the Telus logo, then spinning colors then right to android tv screen logo where it stays stuck…I’ll be returning the box for a replacement…in the meantime I use the Telus tv+ app which works decently enough…thanks for your inputs…

[glwperson · Accepted solution]

SOLVED 

1. HDMI to smart tv that was wirelessly connected to the Telus router

2. Plugged in power and immediately held in the reboot button at the back

3. Flashed Telus logo then went blank screen so released reboot button and it brought up the internal Android TV screen

4. Scrolled down to factory reset and did that

5. Still had to do a couple of resets as per step 2

6. Finally got the Telus logo, released reset, followed by blank screen then up popped the normal Telus TV setup screen

7. Working fine now on a couple of different tv’s to make double sure

8. It was all trial and error and there was a small yellow sticker with an R on the back so I’m wondering if it was a refurbished box that needed the cache cleared out