Broken Apple version of Pik tv app

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AbBowhunter
Advocate
Since the update I have not had a better experience. In fact the pik tv app is unwatchable. It pauses, freezes. Then fast forwards itself. The best part is this is only happening on apple tv box I got from Telus. And the pik tv app. All other apps (Amazon Video, Disney+, Apple TV, and Netflix) all work fine. Spent the last 2 mornings uninstalling and the reinstalling the app. Super frustrating. And no support. Short of "uninstalling and reinstalling fixes it all the time."
That's not support... And it doesn't work....
Some help in finding a resolution would be great!
WestCoasterBC
Community Power User
Community Power User

PiktTv on my AppleTV runs as smooh as butter. Using the latest release and using a wifi connection. Have you done an uninstall, restart the Apple TV then install the app?

 

Are you using a hard wired or wireless connection. 


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KHR
TELUS Employee
TELUS Employee

Hi @AbBowhunter 

 

I think this is related to a bug with Apple's Zero Sign On. The workaround right now, if prompted for your TV provider during the reset/install process, select ‘Do not allow’. 

 

If your Apple TV is already set up and you're having trouble with the Pik TV app, go to the Apple TV Home Screen, then navigate to Settings -> Users and Accounts -> Apple TV Accounts -> TV Provider -> Sign Out

 

 

AbBowhunter
Advocate
Did that. Didn't help. Still broken and not watchable.
AbBowhunter
Advocate
It feels like "tech support" isn't really technical. And that Telus doesn't care because to be honest that is the perception.
AbBowhunter
Advocate
Did all of that. 6x. Didn't help. And here's the thing. All of the other streaming apps (Netflix, Amazon Video, Disney+ and Apple TV) all work just fine. No issues at all. Just the Telus pik tv app. It's broken and I get the feeling Telus doesn't care..
Twowheeler
Neighbour
I'm having the same problem. Telus' solution was mail me a new Apple TV box...like what's that going to do. The AppleTv Box works fine, the only app that doesn't work is the piktv app.
AbBowhunter
Advocate
My neighbor 2 doors down from me same issue also.
Wonder when I'm going to be able to watch tv again?
NFtoBC
Community Power User
Community Power User

The App works fine on my Apple TV, and that of many other folks. After base troubleshooting, replacing the device is a reasonable step.

 

NFtoBC
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AbBowhunter
Advocate
And since Telus sent me this device. Are they going to replace it? Also I am not the only one having this very issue. My neighbor 2 doors down from me does too. This is now a Telus issue. It's their app that is not working. And in my humble opinion that should break the service agreement as they are no delivering on there end. My Telus is not working as I want. And all I want is to be able to watch tv on an actual tv. I don't think that ask is too much for a tv provider....
AbBowhunter
Advocate
**UPDATE**
So, the fix from Telus was to send out a replacement Apple TV unit. And guess what. It's still broken. Hey @telus fix your broken crap!
StinkWrink
Just Moved In

Same here, only the Pik app is busted (seemingly when they changed to the purple icon).

 

Other apps like Global/CTV can steam live TV without issue.

 

I get it works fine for some people, that's cool. But there's enough of us complaining that it doesn't work, that there must be an issue.

StinkWrink
Just Moved In

Also, if anyone from Telus is even reading this.. I'm happy to help troubleshoot with someone who actually knows what they're doing.

 

I can pull logs from the AppleTV if you need, and am happy to be tossed into any kind of beta/testflight program you may have.

KHR
TELUS Employee
TELUS Employee

Our app development team is aware of the issue and working to resolve it. It's not widespread, but I know that's of no consolation if it's not working for you. My apologies and thanks for your patience. 

AbBowhunter
Advocate
@KHR
If they are so aware of the issue why hasn't it been fixed yet? No matter how you cut it. It's craptastic service from Telus. Seems to be the new normal....
NFtoBC
Community Power User
Community Power User

@AbBowhunter ,

   Maybe because it is an intermittent issue, and not happening to all? PikTV works fine on my Apple TV of a few years age.

 

NFtoBC
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DuckoDeath
Just Moved In

"and not happening to all?"

No, it's happening to me as well.

Wasn't happening before this latest version, and now the AppleTV is useless.

BrittanyBourgeois
Just Moved In
Is there a timeframe this is hoping to be fixed. Our piktv is almost unwatchable at this point
customer1
Just Moved In

For what it's worth, I have the same problem. PikTv is unwatchable on two different apple tv's (one brand new) and my ipads, all other streaming apps (netflix, stacktv, prime, crave, plex, disney, etc) work fine. 

GavinJBS
Just Moved In

I just got off the phone with Telus and they claimed that they only get a call about once a week saying there is problems with Pik... sounds like more calls need to happen.

Qix
Connector

Doubtful, most people probably give up on hold. Support over the phone is atrocious.

JBri
Just Moved In

So if the team is aware, can we expect a fix or do I need to resign PikTV ? because for now it’s completely unwatchable.

kenaxcix
Neighbour
I too am having this problem, trying either the Optik TV and Pik TV app has the same problem. (We have Optik TV but are able to log into either app). Has Telus been able to resolve this for you yet? It’s totally unwatchable for us.
Ewan
Connector
The same is happening to PIKTV on my appletv’s. There is nothing wrong with other apps or bandwidth. The app itself appears broken.
Ewan
Connector
I spoke to an agent today. No help. This was escalated to second line and I was promised an email with resolution. None arrived. I’ll be escalating again tomorrow.
The agent admitted it is the app that is at fault.
Ewan
Connector
And I went around the same loop again with another rep today. Sigh. There was no record of the previous call and we went through the same “try unplugging it” nonsense again. But she took an action to get back to me after second line support have advised her of the fix. Still the live tv app continues to pause-speed.
Ewan
Connector
Update. Chatted with an agent who advised it’s an issue with Single Sign On in the app. There’s an AppleTV app update coming. But in the meantime he advised:- sign out from PikTV in settings, then launch the app and sign in there. If it asks for permissions, ignore. Well I’m trying that. And it still doesn’t help.
Ewan
Connector
Deleted the app. Rebooted. Installed the app. Signed in and ignored the warning as requested. Fail. The video is still pausing. So we will have to wait for the update coming next month.
Stevo43
Just Moved In

Today is the first time we've had any major issue with the Pik TV app for Apple TV (have been using it for over one year). When a channel is selected, there is audio but no video at all - black screen. No changes have been made to the Apple TV recently and other apps still working fine.

 

I tried getting out of the Apple Single Sign-in as advised, and also have deleted and reinstalled the app, restarted Apple TV, unplugged - all the usual and recommended things. Telus needs to fix their Pik TV app for Apple TV

Staci-ab
Just Moved In
Disabling the Apple provider login worked for me. Using the login with the PIK app.