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.

[Q4W]

I'm really curious as to when any of these issues are actually going to get addressed properly and not just work arounds? Are there any timeframes for things like fixing the surround sound issues and extending the storage time from 45 days etc? I also recognize that you are doing your job to the best of your ability based on the resources that you have and I appreciate that. Even as a new Telus customer, I see the frustration level building with little being resolved. Please pass along my comments. Thanks Kate!  

[Optik-Kate]

Thanks @Q4W I appreciate that. I'm experimenting with the method of communication that would be suitable for this community and I definitely want to be as transparent as I can be without providing false promises. Please keep an eye out for new threads where I will be sharing more information.