Telus Optik box crashing

[Supergostan]

We have two optik boxes on Pure Fibre gig speed. One of them is stuck in a boot cycle and the other will work for a while, then the image and sound freezes and it reboots. This happens multiple times per day and I have no idea why.

Any thoughts, or does anyone else experience this? On top of the 3G cell service I get in our Edmonton neighborhood, I don’t think I’ll be with Telus much longer.

[xray]

If you've already tried power cycling the boxes then it's likely a hardware issue. You need to contact Telus customer service to get replacements.

Spontaneous reboots sometimes are a sign that the boxes are overheating. Do you have the boxes in a cabinet or stacked on other electronics?

[WestCoasterBC]

Are you using Telus supplied hardware only or your own router?

[Supergostan]

It's all Telus gear.   Two 4K boxes and the main router.  

[WestCoasterBC]

Which hardware are the supplied boxes Arris or Technicolor?

[Supergostan]

Our main box (which fails sporadically while watching live tv/PVR) is on a wire shelf, nothing around it, ample air flow.  It was just replaced by Telus within the last year as the PVR failed on our last one.

I think I'll be getting in touch with Telus to have everything replaced. 

[xray]

---

@Supergostan wrote:

It was just replaced by Telus within the last year as the PVR failed on our last one.

Did they just replace the box or did you get a new power supply as well? Faulty power supplies can cause those symptoms as well.