Rocky3
+17 more
Just Moved In
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Setting the guide to your favorites only TelusTV-21T
I spent two hours with tech support and my options button only has All Channels
then I found this forum and the below pinned on how it is supposed to work
Then I spent another hour and half in a chat with tech support. A new box was sent out with the same results, unable to choose a guide with only the favorite channels.
Then I have been PM ing with Kate who is BTW trying to help.
A known problem without solution it appears, but everyone is trying to help. Everyone agrees how it should be.
Anyone else having this issue?
Guide | Press the Guide and then the options button
You can also use the “Options” button to filter the guide to only show subscribed or favourite channels.
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Accepted Solution
Optik-Kate
+14 more
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Hi sportsguy1 can you try logging out of the box and relog in? You can do so via: settings -> account information -> switch account -> log out
Let me know if it changes anything after you relog!
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xray
+24 more
Hero
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What is the model number of the Optik box you have?
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xray
+24 more
Hero
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Yeah, the transition to the new platform has caused a bit of confusion. Sometimes it's hard to tell if the issue is with regards to the old hardware or the new hardware based on the posts. It's not uncommon to see a new user to the forum who is a long time subscriber using the older boxes.
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Rocky3
+17 more
Just Moved In
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I heard there is a software update coming September 20th
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Optik-Kate
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Hi Rocky3 I didn't realize you made a separate thread that's why I've been responding to you on the bulletin board. I will drop the same troubleshooting step I've shared with you in case anyone else is experiencing this and can use it as a reference. These troubleshooting step I'm providing is for the latest TelusTV-21T.
You're also not alone in experiencing this; I found a couple of tickets with a similar issue with our support team. Unfortunately, none of the users got back to us on whether the troubleshooting steps worked, so it's still a mystery as to why this is happening on certain boxes. Thank you for your patience as we continue our investigation.
1. See if you can force an update through settings -> Device setting -> apps -> TTV+-> Update (should be below force stop)
2. If that doesn't work, factory reset through settings -> Device Settings -> Device preference -> Factory Reset (all the way at the bottom) You would have to reset up your box if you select this option.
3. If none of it fixes the guide filter issue for you, we have another software update coming Sep 20th, and we're hoping that would fix the guide filter issue.
I know you tried step #1, have you tried step #2 as well? Factoring reset?
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