TELUS TV Feature Updates - Ongoing

[Optik-Kate]

Dear Neighbours, 

We’re experimenting with different formats to assure you we’re listening and working on improvements to the TELUS TV platforms. We have frequent releases designed to tackle the platform's immediate and long-term stability, and we’ll do our best to keep this thread up to date with each new release to celebrate our wins together.

Please note this is not an exhaustive list; minor customer-facing fixes and non-customer-facing backend work are not included. 

Q4 2024: (note: had to remove previous updates due to character limits on post)

• Zoetrope Previews: See exactly where you're skipping on Live TV, recordings, and On-Demand. Enjoy fullscreen previews when fast-forwarding or rewinding, so you never lose your place. (Thumbnail preview coming soon)
• Fast Forward and Rewind Speeds: Control your scrolling speed with ease:
  • 1x: Scroll at 2x speed.
  • 2x: Scroll at 8x speed.
  • 3x: Scroll at 24x speed.
• Picture Quality Improvements: Most non-sports channels now stream in 1080p (high-definition) for sharper images, with a backup at 720p. Sports channels now uses 720p at 60 frames per second (fps) to keep fast-moving content smooth and prevent display issues—further picture quality improvements to come.
• Recovery After Internet Outage: Your digital box will now automatically resume live TV content as soon as the internet connection is restored.
• Improved Guide on Apple TV: Navigate your TV Guide effortlessly with enhanced performance and no freezing issues.
• Automatic Playback for Recordings: Binge-watch your recorded content with ease as the next recording in your playlist automatically starts playing—no need to press a button!
• Enhanced Restart and Lookback Logic: Enjoy seamless transitions between Restart and Lookback programs for uninterrupted viewing.

Q3 2024:

• Bulk Delete for Recordings: You can now delete multiple recorded episodes simultaneously, making managing your recordings easier.
• Episode List Access: When playing a recorded episode, you can see a list of all other episodes from the same series directly in the player.
• Binge-Watching Made Easy: Enjoy seamless binge-watching of recorded episodes, as they now play sequentially without any interruptions.
• Order Cloud PVR Directly: You can now order Cloud PVR service directly from your set-top box for added convenience.
• Start from the Beginning: Easily start recordings and VOD (Video on Demand) content from the beginning, even if you joined late!

Regards,

Your Friendly Neighbourhood TV Product Development Team.

[bimmerdriver]

We've been with Telus for many years, starting long before Optik was introduced. We switched to Optik almost 15 years ago and I don't want to think about how many Telus boxes we've been through that ended up in the landfill. We finally got fibre just over a year ago and went through months of unreliability of the NAH, WiFi Booster and PVR/STB equipment. Now that it's finally been stable for a while, Telus is rolling out another half-baked solution. Based on the comments, I'm going to hold off as long as possible. Hopefully by the time Telus forces us to switch, it will finally work.

[viperdiablo1]

I wonder how long Telus will let people stay with the older more reliable boxes after reading this on Telus website :

https://www.telus.com/en/support/article/upgrading-your-optik-tv-hardware-to-telus-tv

[Rocky3]

@viperdiablo1 

Good find. Those with the old optik take notice.

"Later in 2024, TELUS will no longer be supporting a selection of older Optik TV HD PVR and Digital Boxes"

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@viperdiablo1 wrote:

I wonder how long Telus will let people stay with the older more reliable boxes after reading this on Telus website :

https://www.telus.com/en/support/article/upgrading-your-optik-tv-hardware-to-telus-tv

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[broadcastguy]

That’s cool. I’ll cancel my Optik
/TELUS TV service if that’s the case. They aren’t listening to customer complaints, and have gone all-in on an inferior product—I’m out.

[KHR]

Hi @viperdiablo1 @broadcastguy @Rocky3 @KTown 

That was a support article created specifically for folks using Optik HD equipment AND the Netflix application with legacy internet equipment. Netflix removed support for their app on legacy HD Optik equipment, and these customers would have been left with no way to watch Netflix on TELUS equipment. This is the reality of technology and working with partners...the partners can withdraw support from a given operating system at any time. Prime Video was never supported on HD equipment and Netflix removed their support. At a certain point, all equipment will have to be retired, but rest assured that you will be notified to the best of TELUS's ability, and not simply by an article posted to our website. I always recommend having your correct email address and phone number on file (you'd be surprised...).

For what it's worth, TELUS currently has 3 generations of Optik TV equipment: Optik HD PVRs/Digital Boxes (there are a few iterations of these, but the newest is from ~13 years ago), Optik 4K PVRs/Wireless Digital Boxes from 2015/2016 and the newest TELUS TV Digital Box with Cloud Recording for Optik TV introduced in 2023. It is specifically the HD equipment that we will be phasing out over the coming years. The 4K hard-drive PVR will continue to be supported for a little while longer. If you're on HD equipment and prefer that user interface and functionality, I'd recommend upgrading to 4K equipment by connecting to our customer service folks.

[broadcastguy]

It’s pretty sad that the technology from 2015 is superior to what was released last year. I honestly thought they’d release a product with higher quality, and less compressed, video for fibre customers. I’ve got 3G symmetrical fibre and the new TELUS TV uses less bandwidth than ever. Crazy, and not what I’d consider innovation.

[viperdiablo]

I appreciate the reply. Why would the faq have this posted on that article referring to the 4k pvr box as well as the others you mentioned? Maybe that needs to be updated?

“Frequently asked questions
My equipment is working fine. Why do I need to upgrade?
Starting in 2024, TELUS will no longer be supporting Optik TV on your HD and 4K PVRs or Digital Boxes. To ensure that you can continue to enjoy Optik TV, you need to opt in to upgrading your equipment. “

[KHR]

That looks like a typo, the newer 4K equipment will continue to be supported past 2024. I will bring it to the attention of the correct folks and have it updated. Apologies for the confusion.

[KTown]

So let me get this straight. I have 2 "old" Optik boxes in my house, one that is hardly used. I'll have to pay an additional $10 for the privilege of having a 2nd box? And because I'm on the Essentials TV plan, I have to pay an additional $10 for the privilege of being able to record? Huh?

Will there be a way to tell Telus I don't want the ability to record and to tell them I don't want a 2nd box? I'm not paying $20 more a month for inferior technology and service when I'm sitting here on single strand copper. I really, really regret signing a contract last August. 

[Rocky3]

Have you been told this or is this an assumption?

[KHR]

Hi @KTown 

When and if you are upgraded, you will be presented with options for functionality, equipment and pricing. If you want to opt out of certain equipment, you can do that at any time. If you don't want the ability to record, you can opt out of that at any time as well (for example, you can return your PVR and opt for a Digital Box without harddrive). 

Further, you seem concerned about the pricing changes. As an example, our current pricing structure for new customers is:

TELUS TV Digital Box rental price: $10/month

Cloud PVR: $10/month

Core package: $35/month

TOTAL: $55/month

The legacy pricing is: 

Optik 4K PVR rental price: $20/month

Recordings: included

Essentials package: $43/month

TOTAL: $63/month

The new pricing structure is less expensive AND offers more flexibility.

I hope this helps.

[KTown]

I pay $43/month for my essentials package with one HD PVR and one wireless HD box and don't pay any rental fees on either. So this new hardware initiative will cost me at least $12 more a month.

I'm on 50mb/s single strand copper (not even bonded pair) so supporting two 4K boxes is not feasible. My connection struggles with 2 people streaming HD content and another person browsing. And as far as I'm aware there are no plans to install fiber on my block.

It looks like in my case that after 12 years as a customer, Telus will be losing a customer even if it means paying the penalty to break my contract.

[KHR]

I'd strongly recommend reaching out to our customer service representatives first to discuss your options rather than deciding simply to cancel. They have tools and discounts at their disposal to ensure that you're satisfied with your bill. Even though the newer 4K PVRs and boxes support 4K video, only ~12 of the over 400 channels on Optik TV offer content in 4K resolution (I believe only 1 or 2 channels in the Essentials is in 4K). You could upgrade your equipment and only ever watch HD channels and nothing would change bandwidth wise. 

If you're not paying rental fees on either of your current boxes, you have either purchased the boxes outright or you have an offsetting discount for being on a service agreement. If you have equipment discounts, these would still apply on upgraded equipment.

[Montell]

Just to point again and this has been an issue for awhile. Telus and I believe every major cable company is offering the first week of mlb extra innings free for users.

Works fine on the old optik, on the new optik platform you get nothing other then asking us to subscribe.

I am not sure why this is still an issue on this platform, why we never get free previews on this platform that the old optik users get??

[Montell]

No comment on this from the team? You just don't get free previews on these boxes for some reason?

[KHR]

Hi @Montell 

I can't comment on what other telcos offer for free previews, but capabilities, pricing and reliability certainly all vary. The TELUS TV Digital Box (and the TELUS TV+ app) are based on a different back-end platform which doesn't support free previews the same way as the legacy Optik TV platform. 

I know the response won't be satisfactory, but free previews are on the development roadmap, however they are lower in priority than items like video quality and HDR/SDR switching. If there is programming or content that matters to you, you are welcome to subscribe.

[Montell]

Understandable and the hdr/sdr issue falls under picture quality which I said needs to be number 1. My Nvidia shield can properly switch between hdr and sdr but I know these boxes need that fixed. As mentioned though by many the bitrate and bitrate starved streams should be improved as well. You can only improve picture so much if the streams are bitrate starved. Generally a good encoder can only do so much with a low bitrate.

With that said on the free previews spectrum welcoming us to subscribe is not a great answer. That defeats the entire purpose of free previews, so we can see the channels and decide if we want to subscribe. It should be addressed, I had this box last year and did not get any free previews either. At some point a year later customers are going to want features present on the old optik system for years.

[Montell]

I do appreciate Telus employees taking time to respond here though.

[Montell]

Sorry one more. Given where this platform is at and the concerns of customers I also hope internally Telus as a company is providing the resources needed to address these issues expressed by customers. Hopefully they are giving the dev team enough resources to start knocking some of these off the list as this platform gets pushed to more customers. Can't have a small dev team overworked expecting to fix everything. Hopefully Telus is supporting them enough.

[MrSL]

You used to be able to see what was currently in free preview but according to Telus, "there was a business decision to pull the free previews page on TELUS" so not easy to find any further info...

https://forum.telus.com/t5/Optik-TV/Free-Previews-List/m-p/145277#M13797