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Telus Netflix issue

Tim64
Neighbour

Trying to watch Netflix through our Optik TV and although we are logged in to our Netflix account, the profile screen does not allow us to choose a profile. The remote is working just fine on all other channels but will not let us navigate or accept a Netflix profile. It is just 'stuck' on that screen. We have unplugged the Telus box, wifi, router, etc. but to no avail. We can watch Netflix on our phones and access through our smart tv app but why is the Netflix channel on the channel guide not working properly? Anyone know why? I can't find anything on the internet about it.

5 REPLIES 5

TELUS_Support
Official Support Team
Official Support Team

Since you've already tried unplugging and resetting your Telus box, WiFi, and router, but the problem persists, there might be a few things to check:

Remote Compatibility: Ensure that your remote is paired correctly with your Optik TV box. Sometimes, a reset or re-pairing of the remote can resolve navigation issues.

Software Update: Check if your Optik TV box is running the latest software. Outdated software might cause compatibility issues with apps like Netflix.

App Refresh: Try restarting the Netflix app on the Optik TV box. This can sometimes resolve issues where the app becomes unresponsive.

System Cache: Clearing the system cache of your Optik TV box might help. If you're unsure how to do this, follow these steps: 

  1. From the Home Screen, press the up arrow key once and then use the right arrow key to highlight the Settings icon (gear) and press OK.
  2. Using the down arrow key, highlight Device settings and press OK.
  3. Using the down arrow key, highlight Apps and press OK.
  4. Using the down arrow key, highlight Pik TV and press OK.
  5. Using the down arrow key, highlight Clear Data and press OK.
  6. A message will display on the screen indicating that all the app's data will be deleted permanently. Highlight OK on the screen and press the OK button on the remote. The box will then load the TELUS screen and then the home screen.

 

If none of these steps work, it might be worth reaching out to tech support directly for further troubleshooting. Sometimes, the issue could be with the integration of the Netflix app within the Optik TV system, and they might need to look into.


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Heidibgw
Neighbour

Same problem as well as Prime.  Something wrong with Telus, not our TV's.

Heidibgw
Neighbour

Same problem which makes me think the issue is with Telus, not us.

TELUS_Support
Official Support Team
Official Support Team

If rebooting your equipment doesn't do the trick (and you're trying to watch Netflix through Optik - ch. 422) then your best bet would be to reach out to our Tech Support team directly for further troubleshooting. Feel free to send us a private message if you'd like to discuss further!


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Jimmeh28
Neighbour

Did you end up finding a fix for this issue? My Netflix through Telus is doing this now.

Thanks.