Restart Feature not showing on the Live Guide

[Yolac]

I just received the new box (VIP5662W)  and after installing it, the restart icons on the live guide is not showing. I also checked the Info for the show and clicked on Restart Show but its blank. (already rebooted the Router/PVR and all the wireless boxes).

It was available on the old box that was replaced. And I can also restart previously aired shows on TelusTV.com on my computer.

Nothing came out from phoning tech support.

Do you have any ideas/suggestions?

[TELUS_Support]

We do have a page at https://www.telus.com/en/support/article/optik-restart that has troubleshooting steps as well as a current list of channels that currently support that feature. Have you tried those steps and ensured that the channel you're trying is in that list?

[Yolac]

Hello,

Thanks for the reply.

Yes, I've been to that page and checked all the suggestions listed. The Restart icon is not showing on the shows in the live guide and when i go to Program Info >> Restart Show, the list is blank.  Also, I'm very sure that the channel is on that list (because i can see the restart icon for those channels on the telustvplus.com)

Snapshot below was taken @12:58 PM and the @10AMshows on Global and CTV2 has no Restart icon.

To compare, on the telustv.com from my desktop

Thank you.

 

[TELUS_Support]

Gotcha. Your best bet may be to reach out directly to our Tech Support team for further investigation. Feel free to send us a private message here if you'd like us to connect you.

[Yolac]

Hi,

Thanks. I've tried and the Tech support that I talked to recommended that we just Record the shows that we want to Restart.

This does not make sense if the Restart Feature is available for shows that previously aired up to 30hrs before, we should be able to restart those shows without recording.

Is the Telus software installed directly on the pvr box or getting the telus feed from the cloud? because if it is installed directly, there might be a way to update the PVR's software or firmware.

Regards,

[TELUS_Support]

We can definitely pass this along to our Optik team for investigation. We'd need to gather some info from you. Feel free to send us a private message if you'd like to do that.

[Rocky3]

@Yolac 

Have you tried the online guide, I checked and can restart a show from yesterday. Also On Demand brings up more that can be viewed.

Just checked TV for yesterday guide 10am and restart is available.

[Yolac]

Hello. Yes, I tried everything and the restart icon is not available . Thanks

[TELUS_Support]

We've passed this along to our Optik team for investigation and will report back when we hear any updates!

[TELUS_Support]

Our team would like your account info for their investigation. Please feel free to send us a private message and we can gather your info to pass along to them, thanks.

[Yolac]

Hello, i already provided all the details via private message to the telus support team a couple of weeks ago, and he/she said that they will pass the info to the dev team. still waiting for a reply.

[Rocky3]

@Yolac Give it again. It cannot hurt once it gets into the right hands

@TELUS_Support is now a team, so you dont know who is asking.

I just wish after the personal info discussion comes back to here.

[TELUS_Support]

Ok, we will nudge them again to get an update.