Telus TV+: Anyone else experiencing frequent sound outages?

[ironhand]

While watching programming from Telus TV+ (versus programming streamed from Netflix, Apple TV+, etc.), we encounter frequent instances where the sound drops out for 5 seconds or so, while the video is fine.

Has anyone else encountered this?  If so, were you able to resolve it?

Thanks!

[TMondor]

yes, this has been going on for a very long time and Telus has not been able to fix it.  I will probably have to change tv providers because it is very annoying.

[TELUS_Support]

Hi @ironhand  - is this issue happening when you use your TV box, or a web browser?

[TMondor]

TV box

[TELUS_Support]

Can you try these steps to potentially resolve the problem:

• Restart Your Telus TV+ Box: Unplug your Telus TV+ box from the power source, wait for about 30 seconds, and then plug it back in.
• Check Your Connections: Ensure all cables connecting your Telus TV+ box to your TV and any sound systems are secure and in good condition.
• Update Your Software: Make sure your Telus TV+ box has the latest software updates installed. You can check for updates in the settings menu.
• Reset Your Network Equipment: Restart your modem and router by unplugging them, waiting for 30 seconds, and plugging them back in. This can help resolve any network-related issues.

If the issue persists after trying these steps, please send us a private message and we'll see how we can further assist. 

[TheLastElite]

I am having the same problem where the sound cuts out randomly for a few seconds, I also noticed it with Netflix.

Was this issue fixed with the Android 12 update?

[ironhand]

We've been experiencing this problem for months now, but only with non-streaming channels, i.e. not with Netflix, Apple TV+, etc., only with CBC, CHEK, CTV and the like.

[TELUS_Support]

Have you attempted the troubleshooting steps listed above in this thread?

[TMondor]

Tried them several times. Did not work for me.

[ironhand]

Yes, I've tried the trouble resolution steps listed several times, without success.

[TMondor]

I have had this problem fir many many months, nothing has fixed it.

[TELUS_Support]

Thanks for flagging. We'll pass this along to our team for investigation as it's an ongoing issue.

[TELUS_Support]

@TMondor @ironhand @TheLastElite Our dev team is asking for some info for their investigation. Could we get the following information (feel free to send in a private message if you'd prefer)

- app version

- OS version

- audio setup (is there a soundbar connected, etc.)

- all channels or specific channels

- does it also happen on VOD if you know

- how often does the sound cut out (every few seconds, minutes, hourly, etc.)

- did the audio work before? if so, how long has the issue been occurring for you?

Thanks.