Optik TV has no sound

[Nini]

The forum lost my original post.

In essence: I have tried everything I could think of to troubleshoot this issue.

There is no sound, and the issue is the optik TV box thingy.

How can i fix this?

[WestCoasterBC]

Factory reset the remote here and then turn the volume to max.

[Nini]

That didn't do anything.

The remote works fine. There's just no sound, regardless of what I do.

[Nighthawk]

The Optik TV box has separate volume controls from the TV. If the remote was completely reset and NOT programmed for the TV, it should allow you to control the volume on the box directly and max it out. Then program the remote for the TV again. 

[Nini]

I followed the instructions for doing that and nothing changed.

[Nighthawk]

Then there could be another cause. How is the Optik TV box connected to the TV? Is there any other device connected between the TV and the Optik box?

[FuzzyLogic]

Hard to say what the issue is without knowing how you TV and Optik box are connected. The information here may be of use:

https://www.telus.com/en/bc/support/article/optik-tv-self-install

Likely a configuration issue on your TV but without more information it's difficult to determine.

[Nini]

How can it be a configuration issue if everything already worked prior to yesterday?

[Nini]

The device is connected directly to the TV. There are no devices connected in-between.

[Nini]

I have tried the following already:

- muting/unmuting (no change)

- increasing/decreasing volume (no change)

- Netflix, via the guide, has no sound.

- The TV, on it's own, *does* have sound when I go online, so the issue is the box.

- I checked and double checked all the cords and connections (no change)

- I unplugged/plugged in the box (no change)

- I unplugged/plugged in the main wifi/power box in the basement (no change)

- I changed the audio from "stereo" to "surround sound", then back again (no change)

Everything worked fine on Monday evening. 

Everything else still works - it's just the sound that is missing.

[FuzzyLogic]

There will be 2 volumes settings. One for you TV and one for the PVR box. Possibly one of those has been lowered or muted. 

[Bbabealicious]

How do I access the pvr settings??

[NFtoBC]

The usual way is to disassociate your Telus remote from your TV turn up the volume on the PVR, then re-associate the Remote to the TV.

Instructions 

[loosemeat]

It's certainly possible that the box needs to be replaced if your other troubleshooting has not been able to fix the problem.

I did have that happen to one of my boxes. They sent a tech with a replacement and that solved the problem.

[FuzzyLogic]

To adjust the volume of the PVR you need to use the remote and set it to Optik (not TV) and then use the volume to set it to max (25).

This guide may be helpful:

http://static.telus.com/common/cms/files/tv/pdf/OptikTV_User_Guide.pdf

[Tony_Rose]

I'm a LONG time Optik TV subscriber. I am NOT going to suggest you turn up the volume !!  I had to reboot the Telus TV Box a few times to get the sound back. It would be great to get better working hardware/software for $150-200/month without having to mentally prepare for a one hour wait on the phone just to have a representative have ME do troubleshooting and rebooting !!

[SouthSurrey]

I have a similar issue - the Telus box sound output starts cutting out intermittently, and gets worse over hours. The ONLY fix I have found is to remove power from the unit and reboot it. But the problem often starts recurring after a few days or a week. The Telus hardware is the problem.

[WestCoasterBC]

If you have a hardware issue call Telus and request a replacement. I don’t have audio issues on my arris 4K boxes.