Broken Apple version of Pik tv app

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Stevo43
Just Moved In

Update: Disabling the Apple single sign-in and logging in with the Pik TV app did not resolve the issue yesterday. However, several hours later, tried Pik TV app again and the video issue had spontaneously resolved. Still streaming today...

Ewan
Connector
Waited on hold for 2.5hours on the Telus callback today. Went through the same explanation that the video pauses while the audio continues, followed by the video catching up with the video. There doesn’t appear to any record of this issue OR it’s complete incompetence. Escalated and hoping that this will cause something to happen. Totally unhappy with the poor service. That’s 4 calls now without any sense that anything is being done.
Ewan
Connector
Useless post. Why don’t you ask “have you tried switching it off and on again?”
Ewan
Connector
So when are we going to get a fix? It makes sport unwatchable.
Ewan
Connector
I had the same response from Telus. But I’ve called 4 times with the same issue. So they’re lying. They don’t know how to solve it. Their back office team says “we don’t see any issues”.
Ewan
Connector
I held for 2.5 hours today!
Ewan
Connector
DO NOT SUBSCRIBE TO PIKTV USING AN APPLETV. I’ve just had a call back from Telus saying I have take this up with Apple direct.
1. This only manifests itself on PIkTV app with live stream TV on the AppleTV
2. It does NOT OCCUR with any other streaming app on the AppleTV eg BritBox, Prime, youtube etc
3. It does NOT occur on the PikTV app on Android TV
So it is clearly a fault with the implementation changes that were made to the PiKTV app on AppleTV.
Back office support is useless
Telus are liars
You have been warned my friends.
Ewan
Connector

MORE LIES AND STUPIDITY FROM TELUS ESCLATION AND BACK OFFICE TODAY

If there is anyone from Telus monitoring this, please advise your back office that I expect a response from the escalation team’s management AND it this will be posted elsewhere e.g. Facebook.

 

The phone call today was astonishing in its stupidity and blatant lies from the escalation team today, quotes from Telus below.

"If you run the app in a browser or on a tablet or phone we will support you, but if you have an issue with the app on an AppleTV you have to call Apple." But wait, what is the difference between me installing your app on an iPhone and me installing your app on the AppleTV. I don’t have trouble with Britbox or YouTube or Prime streaming on the AppleTV. Indeed your Crave OnDemand like these other services works fine. It’s only your live TV streaming on the AppleTV. And if it works fine on an iPad, how is that it not working on an AppleTV is Apple’s issue and not yours?

 

"You need to buy the AppleTV from Telus, we install special code on it" are you telling me that you pre-install the app and other ‘special sauce’ on an AppleTV and therefore the download links and installation advice you post on your website are useless? Buying an AppleTV from Telus is positioned as an extra, not a requirement. From the Telus website, How can I watch Pik TV on my devices? Pik TV lets you watch any way you want. Use your computer or laptop browser. Download the Pik TV app and watch it on your smartphone or tablet. Or watch on your big screen using Apple TV or the Pik TV Media Box.

 

"Oh and you said you have more than one AppleTV, so you need to buy more than one PikTV service if you have more than one AppleTV" But your own website says that, Your Pik TV includes: Live TV - stream up to 2 different shows on different devices at the same time. And, How many devices can I connect to Pik TV? You can watch Pik TV on 2 devices at the same time. This includes your mobile devices, tablets, browsers, Apple TV, and your Pik TV media box.

 

So like I said you need to call Apple and take it up with them as we won’t support you” Well, why don’t you send me one of your ‘special AppleTV’s and have an engineer come and watch, or I can send you a recording of the issue, or you could just look at the other postings on the Telus neighborhood? …. Crickets

 

From an IT guy to your IT guys, hang your head in shame Telus. Lies and BS do not make for a good service offering…

carlos2001
Just Moved In

My Friend

 

You are not alone. I'm using Pik since it was born (2017). And it worked only in January and February of 2021 (after the late 2020 update) without any hick-ups for two full months. Then after the latest update it went back to the old (not working) normal again.

 

Personally I would prefer a simple app like a ROKU app that always works, without the "fancy" but useless stuff like TV schedule etc., since I want to watch TV!

 

FYI I'm using the original Android box.

 

carlos

 

Ewan
Connector
The saga continues...
I was called by escalation team “did you receive the HDMI cable?” What? I didn't request a HDMI cable. “But did you receive it?” No, Oh good grief.
Ewan
Connector
Then another call asking the version of tvOS and app version. Ok now asking the right questions. 14.4 and 1.6.... silence.
Ewan
Connector
A call later today asking me to use Xcode on a Mac to connect to the AppleTV to pull log files. No can do, my Mac is too old to install Xcode (a programmers tool). The instructions below hahaha...
Ewan
Connector
Make sure that your Mac and Apple TV are on the same Wi-Fi network. On your Mac, open Xcode and choose Window > Devices and Simulators. On your Apple TV, go to Settings > Remotes and Devices > Remote App and Devices. In the Xcode device manager, select your Apple TV.
Enter the six-digit pin that appears on the Apple TV on your Mac. Your Apple TV is now paired with your Mac.

these instructions would cause the apple tv to show up in the console app on their macOS device and then
Ewan
Connector
Then you would have to use console to connect to the AppleTV to grab log files. And send to Telus.
Ewan
Connector
Since they sent the instructions vis email I took the opportunity to send them a video of what is occurring.

Support. Not.
Ewan
Connector
Another ping from support asking the version of PikTV I’m running. Do they not write any of this down?

But the kicker is this admission “ We have one team member who just got apple TV and he is trying to reproduce the issue. ”

So support have been feeding a pack of lies as they didn’t even have an AppleTV to test this on.

Useless
Ewan
Connector

...and another caller asking the same questions again...

 

totally useless.

wdwillows
Helpful Neighbour

so this issue is still ongoing...I posted a similar problem this week but these comments are from November last year....

wdwillows
Helpful Neighbour

same response and commitment to get back to me...so reading all of these comments one can easily see that Telus is well aware of this issue, has been for many months, but when I called five days ago they were dumbfounded, never heard of the issue  and upsold me on a faster ethernet delivery.

 

wdwillows
Helpful Neighbour

for all the posters that have this issue which appears to be unresolved....where do you or did you go for a replacement?  We like the limited number of stations that one can subscribe to so a full cable spectrum is not of interest...are there other Apps for an apple TV of do you need to replace the Apple TV with a Roku for similar?

Our PIk has worked flawless until this issue and a few others arose (multiple stream and others)

Clearly the App is buggy and it appears that Telus is not willing to or cannot correct the problem

wdwillows
Helpful Neighbour

called Apple support and they are opening a ticket.....suggest everyone call as I was the first to bring this to their attention

wdwillows
Helpful Neighbour

spoke to a senior wireless technical guy at Apple Canada....we tried the Sign out procedure mentioned in this thread but ...BS.  He said they will flag the problem but as all other apps are working they're opinion is that is a Telus issue but, as posted here by others, Telus is dodging the issue.  Like others here, I was told by Telus Tech they would elevate the issue and get back to me in 24/48 hours...not holding my breath.

Time to look elsewhere for phone/internet/TV

Ewan
Connector
So. Took another call from a Telus tech the other day. He confirmed it was indeed a problem with their app on AppleTV. Well at least that’s something. No more messing around trying to convince them there is a problem. He said they had my video plus another that illustrated the problem.
BUT. It’s a third party developer. And there is no word on if or whether it will be fixed by the developer. SoL.
wdwillows
Helpful Neighbour

Glad to hear they acknowledge the issue…..in the interim we’ve installed PIK on our large Sony Smart tv (Android/google) and is working well although for our small kitchen tv no such luck as the second Apple TV is the only access point for that little dumb tv.

we will be seeking some prorated reduction in costs for lack of service, now six days in.   And to think I was talked into upgrading the internet package as the proposed solution…silly me.

here’s hoping they can solve this….for us PIK worked just two weeks ago