Optik TV Bulletin Board: Discover, Discuss, and Develop

[Optik-Kate]

Dear Neighbours, 

We’re the TV Product Development team, and we strive to bring you a continuously improving TV service and experience that fits your needs. Since the launch of the new Optik TV service through the TELUS TV+ platform, our business and development teams are working hard to add, improve, and maintain existing and new features to bring you the best Canadian television experience through Live TV, On Demand, and streaming services. 

We are passionate about our TV products, and most importantly, we love this community that helps support its improvement. We appreciate your input as we work towards making The Evolution of Optik TV better every day, and we’d like to open up the lines of communication by keeping this page updated with helpful information about our TV products. If there is other information you’d like to see in this guide, drop us a comment below.

*Please note, this is not a live troubleshooting or feedback article. Submit your specific TV service questions by creating a post in the Neighbourhood, or submit your TV product and feature suggestions here. We look forward to hearing from you and working together to make Optik TV the best it can be! 

New to Optik TV? Check out these support articles: 

Installing your TELUS TV Digital Box

How to use the TELUS TV+ app

Navigate and Learn About TELUS TV+ Features 

TELUS TV Digital Box Remote

Find more TV support articles here.

Helpful Tips and Tricks

Recordings	Easily access your recordings within each profile by holding down the  button on your remote.
Homepage	Dismiss the homepage screen by holding down the  arrow button. Bring up the homepage by clicking the  button.
App Row	You can customize your app row. Use the “+” tile to add a new app, or hold down “ok” on a specific app tile to move or remove an app tile.
Guide	Use the “CH” down button to skip vertically within guide Press the  button to “jump to date” on the guide. You can also use the “Options” button to filter the guide to only show subscribed or favourite channels.

Find more navigation tips and tricks here. 

Experiencing issues with your TV product? Try the following:

• TELUS TV+ Apps: Update your app to the latest version.
• Browsers: Clear cookies, allow third party cookies, try incognito mode, ensure ad blockers are turned off.
• Digital Box: Unplug the digital box from the power outlet for at least 10 seconds and plug it back in.
• Device: Ensure the device you are using to access the TELUS TV+ app is on the most up-to-date operating system. Visit your device manufacturers’ website for steps on how to update the devices and what the latest firmware should be. 

Need more support? Check out these options below:

Neighbourhood

• Get answers from other TELUS customers and Community Power Users and Admins

@TELUSSupport on Twitter

• Tag @TELUSSupport to flag any questions and start a conversation with our support team.
• Any unresolved questions will be passed on to the next level support for further investigation. 

Support Chat Bot

• Start a chat with the purple smiley box on the bottom right corner.
• Request to speak to an agent if your question is unresolved, which tends to have a shorter wait time compared to calling in.
• Any unresolved questions will be passed on to the next level support for further investigation.

Brownie points if you can include the following info so that we can help you faster:

*Reminder: For privacy protection, do not include any personal information in public posts!*

• Device information: iOS/Android (tablet/mobile), computer browser & OS, Android TV make/model, Apple TV model, Digital Box or PVR information 
• What’s the expected outcome vs. what is actually happening? 
• Is it happening on other devices that you own? 
• Is it happening to all types of content? (Live TV, On Demand, 3rd party apps such as Netflix)
• When did it start? Is it intermittent or constant?

Improvements We Are Working On

We always strive to improve our products to deliver the best experience. See below for a list of areas where we are actively working on improving. Thank you for letting us know the areas where we need to focus more on. 

Improvements We Are Working On	Related  Devices	Recommendation
Apple TV Sound Sync	American Channels on Apple TV	View content on alternate Canadian network channels if available, or use the TELUS Digital Box. Alternatively, you can periodically try changing the channels which will help re-sync the audio.
Unable to run series recording on news channels	All	Episode recording is available while we work on resolving this.
Unable to set First Run Only on certain content	All	First run and rerun is available while we work on resolving this.
Login error	iOS/tvOS	On your Apple Phone or Tablet. Go to Settings (your device setting, grey spiky wheel), not the app setting) Scroll down to "TV Provider" Select "TV Provider" Sign out Turn off the button allowing TELUSTV+ access via TV Provider Exit the settings app Go to the TELUS TV+ app Go to the settings button located at the bottom right hand of the app If you get a pop up asking to select TELUS TV+ as a TV Provider, decline the request You can accept notifications Select Login Manually enter My TELUS username. Manually enter My TELUS password (avoid using the iOS keychain as incorrect passwords may have been saved) For TVOS, you can change the setting via settings -> users and accounts -> TV provider. Sign out and toggle it off for TELUS TV+
Playback error on 4K recorded content	All devices except for Digital Box	Digital Box 4K recording viewing is unimpacted.
Login Error: Error 500-300. Generic error/ Error 404-3304	Specific Accounts	This is likely an account related issue, please contact our support team (see “need more support” section for options) and reference this article to have your account reprovisioned
Recordings icon is missing from the menu	iOS/tvOS	This is likely an account related issue, please contact our support team and reference this article to confirm that the PVR subscription is present on your account.
'Required output protections are not active' Error	Older Android devices/OS	We added a performance toggle to address this playback error. If your device encounters this error, it will ask you to go to settings to turn on "playback performance", and after restarting the app, VOD or live should play as expected.  Please note, this toggle is intended to address specific video playback issues, if video playback already works properly on your device, then there is no need to use this toggle. However, if this toggle doesn't address the specific error you're seeing, you'll be prompted again with a specific error message and error code. Please report the full message and we will continue to work on improving this feature.

We strive to support a portfolio of devices so everyone can enjoy our TV service. Did you know we currently serve and maintain our service on over 18,000 variations of Android devices alone? This includes a combination of hardware specifications, operating systems, and software updates by manufacturers. With constant patches and updates happening, it’s easy to miss the mark every now and then. We appreciate you providing feedback on where we can improve in terms of the playback experience.

Improvements We Are Working On	Related  Devices	Other Great Ways to Watch
Live TV Playback Interruption	Older Android devices/OS	Please see a list of other ways to watch for now while we work on resolving this.
VOD Playback Buffers and Will Not Start	Older iPads

See additional troubleshooting steps on our support page here.

Regards,

Your Friendly Neighbourhood TV Product Development Team.

[Rocky3]

Two days gone from the 30 day cancellation which started September 7th

Please fix

1) guide > options> favorites & subscribed

2) series recording working

[Rocky3]

Thanks MrSL, I now have too

[MrSL]

I had a reply from Optik-Kate last Thursday, Sept 12 😏

[Rocky3]

Today is September 10th, probably a typo

[MrSL]

Sorry Rocky3... Should have read Thursday, Sept 7th. 🙃

[Q4W]

I'm a new Telus customer and I have been trying to set up recordings for series that we follow. We only want to record new episodes and not previous runs. On Shaw, it was very easy to set up recordings of series that were currently not running new episodes without having to record previously aired shows. To ensure that we don't miss upcoming new seasons, we have tried to schedule recordings in advance but can't. If you set a series to record as first run only but that series is only currently re-runs, the system gives an error that it can't be scheduled. The only alternative is to record all episodes but for some of the shows, they have been running for multiple seasons we are ended up with a long list of unwanted episodes. Being able to pre-set new series recordings in advance is also handy when an ad airs about a new series or a new season that is coming.

[Rocky3]

From your pinned post. I spent two hours with tech support and my options button only has All Channels

Guide

Use the “CH” down button to skip vertically within guide Press the   button to “jump to date” on the guide. You can also use the “Options” button to filter the guide to only show subscribed or favourite channels.

[Rocky3]

This is a known problem

[Nighthawk]

Do have the option to edit favourites when you hit options? You'll need to select the favourite channels before the option to filter by Favourite Channels will appear.

[Rocky3]

No, all I see is All Channels to choose, which I did and cannot unselect without a reboot

[Rocky3]

I have all favorites picked, can edit from home screen.

Chatted with Dwight today and a new box is on its way.

[Optik-Kate]

Hi @Rocky3 , I was hoping to keep this thread concise, that's why I haven't responded directly in this thread, but I do try to help new posts that require troubleshooting. For this particular issue, do you still have the old box? Could you kindly try the following and let me know if you can see the new filters?

Go to Settings -> Top Menu > Device Settings > Apps

select TELUS TV+

Clear Chace/clear data (ok)

Home Button

STB should reboot and will see the system upgrade available.

[Rocky3]

Thanks Kate

Followed your instructions and still only see All Channels.

It did clear my recordings however they came back some time later

There was no update offered, it went to home page.

I did a manual update which found it was already up to date.

[Optik-Kate]

oh no, wiped recording isn't the intended result! I'm glad they came back. I'm sending you a dm to gather more info. 

[Rocky3]

I updated that post. The recordings re appeared when I checked later.

This is what I would like to see, but only see All Channels

[Rocky3]

@Optik-KateThe second box arrived, installed an update and I have the same result. Favorites are picked, but in any event I should see subscribed

Anyone else with this issue?

[Rocky3]

What I would like to know from those that read this post. 

Do you have the same latest gen Optik box and do you have this problem, YES OR NO.

I am feeling rather alone with this issue. Now with two new boxes, same issue.

https://forum.telus.com/t5/Optik-TV/Optik-TV-Bulletin-Board-Discover-Discuss-and-Develop/m-p/140278/... 

[Montell]

I know the last thing we need is another bug, but one last one. When will these boxes be able to handle color space properly? Everything is  outputting HDR color space which is wrong for SDR cable. On reddit I see countless posts about the colors looking off, or screen being dim (poor performing hdr tv's that cant handle HDR properly). Nvidia shield has a match color space option for android tv. Im not sure how much work that was for them. But picture quality is huge when it comes to people evaluating cable providers, and the fact it cant output proper SDR color for SDR programs and HDR color for HDR apps like netflix is not good. The old optik system could.

I had to buy an EDID device so it would output SDR 8 bit color properly which is the bulk of cable tv. channels. The colors are just cartoonish on my OLED and incorrect when it tries to output regular cable tv as HDR. I know I see alot of these complaints pop up on reddit with people just not understanding why the colors and picture look so off on these new android boxes.

[viperdiablo1]

I agree %100 with Montell. HDR being on the time is ridiculous. This should of been fixed long ago. No excuse for that. Most android boxes have the setting for adaptive HDR. No reason why it hasn’t been implemented yet. Come on Telus. How could there be so many features that the old system has that the
new latest and greatest digital box doesn’t?

[Optik-Kate · Accepted solution]

Hi all,  just wanted to give a heads-up that we're locking this thread because it's getting difficult to track the comments and cross-posted threads. If you are experiencing issues, please make a new post and the TELUS team (myself included) will do our best to get back to you! Thank you everyone for your valuable feedback so far. We're continuing to make improvements to the platform based on your feedback, thank you for your patience and please stay tuned!