Pik TV is getting an upgrade!

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TELUS Employee
TELUS Employee

Hi everyone,

 

I'm the product manager for Pik TV, and I'm excited to announce that the Pik TV Android Media Box is getting an upgrade! We're rolling out some improvements over the next 10 days - for more details, see the article here.

 

We hope you enjoy the new experience, and if you've got any questions or feedback, I'd love to hear them. I'll do my best to answer or pass them along to the team to get an answer.

 

Cheers!

KHR

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Resident

Is the new app coming to Apple TV users as well and will it support tvOS 14?

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Community Power User
Community Power User

tvOS 14 is still in beta. An updated Pik TV app is likely but most likely at or just after tvOS 14 is officially released.


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TELUS Employee
TELUS Employee

Hi @VeryCarefully 

 

As Nighthawk mentioned, tvOS is currently in beta (and the developer beta has only been available for a few weeks). It likely won't be supported it until it is rolled out to the market later this year. The Pik app for tvOS recently got a refresh and we enabled some features such as Video on Demand purchases, Universal Search and Zero Sign On. If there are any features you'd like, please feel free to comment, or add them to the ideas forum and I can take them back to our development team.

 

Thanks! 

 

 

 

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Resident
Will the bugs be worked out during the 10 day rollout?
Opening the channel Guide blacks out the current channel; the Previous channel button on the remote is unresponsive; free preview channels are nowhere to be found.
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Resident

I am having the same issues as previous poster. Guide goes full screen and you cannot browse the guide while still watching current show. Previous button does nothing.

 

Thanks!

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TELUS Employee
TELUS Employee

Hi @ThatGuy @Leehsac 

 

There are a few known issues with the app that will be fixed in the next release, and a few others that are a limitation of the current Android operating system. The 2 issues you highlighted are related to the operating system and the experience is a little bit different.  

 

1. With the current app, pressing the guide button will stop playback and take you to the static guide. If you want to browse the guide while watching TV, you can launch the live guide by pressing the OK button twice during live playback. (Pressing OK once will bring up the show info, a second press of OK will launch the live guide). Pressing back/exit will close the info or guide overlay. 

 

2. If you exit live TV playback, by pressing back/exit or on demand or guide, the prev button will not remember your channel history. If you stay in live TV playback mode and go to another channel either by pressing the ch^ or ch˅ or by using the live guide, the prev button will remember your history and work as expected.

 

For more information, please see our support articles.

 

As for the free channel previews, this was something that was negotiated with our content providers as a result of the Covid-19 pandemic, but TELUS did not control the end date. A good chunk of the free previews ended on April 30th, some on May 31st, and the remainder ended on June 30th. If there were channels that you had free access to until the app update, it was likely an error and you got an extra few weeks by mistake! As a friendly reminder - you are able to change your channel selections every 30 days at no cost, either via telus.com/mytelus, the myTELUS app or by calling or chatting in to our customer care (310-MYTV).    

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Neighbour

As the others have said about the bugs bugs bugs.Not a fan of not being to watch and see listings at the same time.

 

btw: how do you reset the android device if want to sell it...the option to wipe the drive and reset is gone!

 

Sure wish Telus would just admit defeat (have had my android box since 2018) always bugs! Only reason I stay is because of the cost $$$. Other then that, this device has been a complete failure!  Telus have you ever turned on a Roku device? That's what Pic TV should have been! 

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Friendly Neighbour

Before the 2020-07-16 Pik TV update, I could change the TV channel by pressing the micorphone button on the remote and speaking the TV channel number that I wanted.  After the update, pressing the microphone button on the remote and speaking the TV channel number seems to search YouTube and find nothing.  How can I change TV channels using voice commands with the Pik TV remote?

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Resident

I certainly agree with the feedback of many here.  One step forward and two steps back is how I'd describe the upgrade.  In addition I have found no way in the Guide to 'page' ahead, as both the channel up/channel down, as well as arrow up/arrow down seem to scroll you 'one channel at a time' through the guide.  This is annoying to say the least, as the Guide always starts from the lowest channel.

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Resident

Thank you KHR, for upgrading the Andriod OS version and the PikTV app for the Android TV box.

Over the last few days of using the PikTV with the Android updates, I have found the application and box to be more stable. Prior to the upgrade I would have to reboot the box everyday and that no longer has been necessary. I am enjoying the use of PikTV and look forward to the future changes you will be bringing.

 

 

Sincerely,

wjanzen

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Neighbour
Hey! Is anyone else having this issue with their piktv box? On Friday our box did an android security update and now our tv says there is no signal. We thought that the update might have fried the box so we went and exchanged it for a new one today. We went to start setting up the new piktv box and the android security update automatically started, and the same thing, our tv says that there is nothing connected. No signal. Even though the boxes green light and bluetooth light are on. Its hardwired to the modem and hdmi connected to the tv. We are a little frustrated. Anyone else having this issue?
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Community Power User
Community Power User

For me, the update proceeded without incident. I just had to login again.

What happens if you try it on Wi-Fl?

 

NFtoBC
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TELUS Employee
TELUS Employee

Thanks for the feedback @wjanzen!

 

I'm glad you're liking it so far.

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TELUS Employee
TELUS Employee

Hi @BennyB 

 

Unfortunately, the implementation of the page forward, page back functionality was a limitation of the Android operating system and our existing remote control. That said, the speed at which the guide loads and the speed at which you can scroll down one by one was improved significantly in all of our testing, so we felt that this trade-off was worth it. 

 

The guide starting from the lowest channel, even when you enter from a different range on the home screen (such as News, Sports etc.) will be resolved in a future app release. For now, you are able to filter your guide so that it only displays channels to which you are subscribed, so that should limit how much scrolling you need to do. 

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TELUS Employee
TELUS Employee

Hi @Piky 

 

As part of the OS upgrade, we were forced to use the Google Home Assistant for our voice control feature of the remote. It does a pretty good job of finding content by title or actor, but does return search results from Youtube and the Play Store as well as Pik TV. Unfortunately, there is still some work to be done on this front to enable more Pik TV-specific commands like finding a specific channel. 

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TELUS Employee
TELUS Employee

Hi @fredoffsamee 

 

Are there any specific 'bugs' that you'd like to highlight? Perhaps there is some troubleshooting that I can help with or some details on upcoming app releases. Real-world feedback that I can pass along to our development teams is valuable and appreciated. 

 

If you want to browse the guide without stopping live playback, you can press OK twice on your Pik TV remote to launch the live guide overlay. See my responses above for more details. 

 

The update to the Android operating system was required as Google support and security patches for the old OS were coming to an end. There were some trade-offs that we had to make as some functionality of the existing Pik app and remote was not supported on the new OS. Overall, though, we feel that the experience is vastly improved with faster guide loading and better audio and video quality.

 

If you want to reset your Pik TV media box, you can do so by navigating to the home screen of the Android TV experience (press the home icon or Google 'G' logo on your remote) and then navigate to Settings (looks like a gear or cog in the top right of your screen)  --> Device Preferences --> About --> Reset. This will erase all data from the device's internal storage including your Google account, system and app data, settings and downloaded apps.

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TELUS Employee
TELUS Employee

Hi @Jayfish82 

 

A few other things I'd suggest (apologies if you've tried these already): 

 

1. Try power cycling both the Pik TV box and the TV itself - unplug each from the wall for 30 seconds

2. Ensure the Pik box is turned on (you should see 2 green lights and one blue light). The remote might be out of sync - you press power and the TV turns on but the box turns off or vice versa. 

3. Make sure you've got the HDMI inputs correct and that the HDMI cable works (is there another device you can try?)

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Neighbour

After spending almost 4 hours on the phone with techs and customer service representatives, the issue is is with the box itself, and we were told by the tech that it would require opening up the box to fix it.  We're getting rid of Piktv and going with Optik.  Hope this isn't a major issue for anyone else. 

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Advisor
Thank you for upgrading the Android TV OS, it went smooth for me, just had to sign-in again (both Pik TV and Netflix). I noticed there was a remote firmware update available. It seems to have better Bluetooth connectivity for me (before, it was constantly falling-back to IR mode). The only issue I had was with the voice search (says « Can’t reach Google at the moment »), but I’m familiar with this issue on other TV boxes and it will get resolved with an upcoming Google app update (currently available to beta testers).

I haven’t played a lot with the Pik TV app itself, but I was glad to be able to access the program guide and the launcher with my tv remote (without the dedicated Guide or Home buttons).
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TELUS Employee
TELUS Employee

Hi @dominicl 

 

Did you upgrade the remote control firmware? Doing so resolved most instances of 'cannot reach google assistant at the moment' in our testing.

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Advisor

Did you upgrade the remote control firmware? Doing so resolved most instances of 'cannot reach google assistant at the moment' in our testing.

 

You're right, it's working. I didn't think of trying again after installing the new remote control firmware.

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Not applicable

When exactly this upgrade will be rolled out ???

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TELUS Employee
TELUS Employee

Hi @li-abhishek 

 

The upgrade is being rolled out gradually from July 16 to 26.

 

Don’t want to wait for the update? You can download the new version manually by performing the following steps: 

 

  1. Go to Settings (Home > Settings [top right of screen]) press OK
  2. Locate the System update (> About > System Update Check for Update)
  3. Press OK and the upgrade will proceed
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Resident
Just a heads up that the Universal Search or Siri Search on the OptikTV App for tvOS is not working, it just loads indefinitely and nothing happens.
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TELUS Employee
TELUS Employee

Hi @DN97 

 

I can raise this issue to the Optik and tvOS teams, but it might be worth posting to the Optik forum to see if other neighbours are experiencing similar issues or if they can help you out. This particular thread is related to the Android TV operating system and app update for Pik TV.

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Resident

Does anyone know if we can roll back the upgrade? My box updated automatically and the new interface is HIDEOUS!! It takes about ten button presses to get anywhere now. I can’t scroll down any pages in the guide but can only go one channel at a time. I can’t go back to the previous channel I was watching. The back/exit button is now totally useless. Loading channels from the guide now takes more time. Nothing previews any more. I want to go back to the old system! Thinking of cancelling my account just because this upgrade is so frustrating to deal with.

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TELUS Employee
TELUS Employee

Hi @Carters09 

 

I'm sorry you don't like the new interface. The operating system is the standard Android TV UI and is controlled by Google. There is no way to roll this update back as the old operating system will no longer be supported by Google. The new Pik TV app went through extensive design reviews and user testing with pretty positive results. There are a few issues with compatibility between the existing remote and the new OS, but our testing showed vastly improved speed, reliability and audio and video quality. The issue with the previous button is noted above:

 

If you exit live TV playback, by pressing back/exit or on demand or guide, the prev button will not remember your channel history. If you stay in live TV playback mode and go to another channel either by pressing the ch^ or ch˅ or by using the live guide, the prev button will remember your history and work as expected. You can launch the live guide by pressing OK twice on your remote control.

 

If things are taking too long to load, you may need to reboot the box: from the Android TV home screen (press the home or Google ‘G’ icon on your Pik TV remote) and then go to Settings --> Device Preferences --> Reboot.

 

Similarly, if your remote isn't working properly (the back/exit button no longer functions), there may be a firmware upgrade available - from the Android TV home screen (press the home or Google ‘G’ icon on your Pik TV remote) and then go to Settings --> Remotes & accessories --> Remote Control Firmware Upgrade. If your remote still isn't working, you can call 310-MYTV to request a replacement. The back/exit button should function as follows: if you're browsing in any of the main menu items (Search, Home, Live TV, Guide, On Demand) or watching Live TV or On Demand, pressing back/exit will return you to the main menu. If you're browsing a specific title in the On Demand catalogue, back/exit will return you to the previous screen. If you're watching live tv and have opened up either the information or live guide overlay, back/exit will close the overlay.

 

Could you elaborate on "nothing previews any more"? Do you mean that the full guide only displays box art in the top left corner rather than a live view? Are you not able to view On Demand trailers?

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Resident

I see the comments about voice, and would like to note also that the previous version had support for Chinese voice commands, which my family members found useful. The new version is English only, not even French is supported. We would like to see this added back as part of the voice capabilities as well.

 

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Resident

Hi there. The full guide displays box art in the top left with no audio.

 

Also the live TV guide (pressing OK twice) sometimes works with live tv, but mostly the picture freezes and stops being visible.

 

The buttons on the remote work fine, but just don’t do anything useful any more. Pressing exit while in the full guide does nothing. Pressing OK to go to live tv does nothing. Basically once I am in the menu, the only way to get out of it is to find something random in the full guide and click on it just to get back to the live screen. And because I can no longer scroll through pages at a time in the guide, things are painfully slow.