Anyone else losing channels now since this new update???

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Friendly Neighbour

Since this new update I have been dropping 4 channels ... 115,119,121, and 125 , saying I need to have a pik tv account and to login altho all other channels are working... this happens every 2nd or 3rd day ..I have been calling support (2hrs the first time) and each time and with trying multiple things like rebooting the box and the modem and signing off internet and back on until after the 3rd time we finally found that if I just log out of my pic tv account and relog back in the channels come back again... I am getting very upset with having to do this every second day and the time it takes to do it.. Also am frustrated with the not being able to scroll the guide with my channel still playing in background and having to search the channel and then enter it again... also it always starts the guide at the beginning instead of what channel you were watching so again have to scroll guide back to where you were and enter again wasting time...rebooting before after a freeze up it used to go back to the channel you were watching and now it goes to home page and then again you have to go to guide and scroll to the channel and enter again ,also wasting time so you miss parts of the show each time which is maddening... If I watch netflix and go back to pik tv it does not go back to previous channel now and i have to open guide again and scroll down from the beginning all the way to my channel I want and then hit enter again... The back channel button does not work now either so i can't switch back and forth between 2 channels during commercials any more... The new look is better and the guide does load and scroll a bit faster but other than that is a few steps backward in user friendliness!!!!

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Neighbour

Having a lot of issues too - have to go to live tv then back to guide a couple times for the guide to refresh every time I want a new channel then half the time it tells me I need Telus wifi to watch the program ???? I have Telus wifi !!!  I have the pik box and my daughter has the apple box and she can't watch it on her tv or her computer.  I'm getting fed up to the point I just got Stack TV through my Prime video account and it gives me more than what I get now without all the fuss.  No point calling Telus I haven't got the time to spend on hold to be told excuses if I do get someone to speak with.

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Friendly Neighbour

I just finished with today's episode with telus and they reset my account and had to relogin again... we will see if i still drop the channels in 2 days and they will call me back... I do hope they can rectify the user friendliness back to as good as was with a new update soon

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TELUS Employee
TELUS Employee

Hi @outlooker7 

 

Try the following so that your channels don't 'drop': disconnect the Pik box from your wifi and then reboot the box. Once it boots back up again, reconnect the box to your wifi. You may need to log back in again after the reboot, but it should resolve the issue going forward.

 

To see a live guide without pausing live TV playback: press OK twice on your remote. This will allow you to see what's on now and what's up next on other channels without having to exit your current show. For the issue of the full guide starting at channel 100 - this is a known issue that will be fixed with an upcoming app update. 

 

In order to flip back and forth between channels, use the prev button on your remote rather than the back/exit button. If you stay in live playback mode (i.e. don't press back/exit or guide), it will remember your channel history. If you press back/exit out into the main menu or press guide and go to the main guide your channel history is erased. 

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TELUS Employee
TELUS Employee

Hi @happy55 

 

Some channels are only available when connected to your home TELUS internet, for example Ch119 OMNI, Ch121 Chek, Ch125 APTN. 

 

To change channels, you can press the channel up/down button on your Pik TV remote or press OK twice to bring up the live guide and you can scroll through what else is on without stopping live playback. 

 

I'm not sure what you mean by "my daughter has the apple box and she can't watch it on her tv or her computer". Is she having troubles with the Pik app on her Apple TV? Can she not access the browser version at telus.com/watchpik either? 

 

A few thoughts: 1. Pik TV is limited to 2 concurrent streams - if you want to watch on more than 2 devices at one time, you'll want Optik. 2. The Pik app is only available on Apple TVs that have access to the App store (i.e. Apple TV 4th generation and Apple TV 4K).  

Friendly Neighbour

you are talking this before the update... I have been using my box for over 4 trs now and well aware how it is used but have been dealing with probs since the new update and dealing with repair technicians that are aware of it and been helping me... i was explaining the new layout and poor user friendly functionality mow as well as the dropping of 4 channels every 2 days since this update...

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Friendly Neighbour

i have done all that multiple times!!!!!!!!!!! read my fist post more.. i am working with repair technicians that are aware of what is going on with mine and trying to help

 

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TELUS Employee
TELUS Employee

Hi @outlooker7 

 

I'm just trying to help out since you posted here; I have no access to what our technicians have tried. I did read your post and you mentioned "trying multiple things like rebooting the box and the modem and signing off internet and back on until after the 3rd time we finally found that if I just log out of my pic tv account and relog back in the channels come back again". Unfortunately, sometimes the order in which you do things matters, and from the above, I can't determine what exact steps you took and in what order. If you disconnect your wifi first and then reboot your box, this often solves in-home detection issue with channels 115, 119, 121 and 125, but I'm not sure if this is what is happening in your case. When you say 'dropping 4 channels', does this mean that they disappear completely from your guide, or that you get an error when you try to watch them? 

 

When you say the "back channel button does not work now" - does the button actually not do anything, or does it not behave as it did in the past? On my remote, there is a back/exit button. When watching live tv, it exits to the main menu. If the back/exit button truly does not work - you should check for a remote firmware update. Home-> Settings -> Remotes & accessories -> Remote Control Firmware Upgrade. If this doesn't fix the issue, you may need a new remote control. If you don't want to wait on hold, I'd recommend using the chat feature.

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Friendly Neighbour

thanx.. by back channel I was referring to previous channel button as you can't watch 2 channels and revert to the other previous channel and back now when a commercial comes up... i got my new upgraded android box in the mail today and went to hook it up last nite and after having to call for help because this one is affiliated to google, unlike my original box,and tried to login to my pik account but couldn't.. Unknowing I now had to add my google account first and then my pik account... After getting it all setup with the technician's help the same 4 channels 115,119,121, qnd 125 did not work saying I needed a pik account to view like the other box does every 2 days... I then had to log out of my pik acc and relog in again and then it worked for them... The same **bleep** prob as the old box and the technician was listening on the phone with me too... Earlier yesterday the other technician reset my telus account thinking that would work but I guess it never did so the problem still persists even on this new box... we will see in 2 days if i lose them again...