Sorry playback is only available when connected to your Telus Internet at home.

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TELUS Employee
TELUS Employee

When trying to watch channels like amc and citytv i get an error message, it says " Sorry playback is only available when connected to your Telus internet at home".

 

I am definately connected to my home Telus internet thru my own router on the WiFi, this happens on my ipad app and android app, my STB is still in the mail, any suggestions?

 

 

Thanks

Community Power User
Community Power User

A few questions:

  Were you an Optik customer previously?

You may need to have your account re-provisioned. If your set top box arrives and this behaviour continues, there is definitely a need to have your account re-provisioned.

 

  I see you are using your own router in addition to one supplied by Telus.

Try connecting to the Telus supplied router.

 

  Have you forwarded your LAN 1 port on the Telus supplied router?

Again, try connecting to the Telus supplied router.

 

NFtoBC
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TELUS Employee
TELUS Employee

I just ordered both new Telus internet and Pik TV, and have never had optik TV on this account.

I am ‎using a bridged modem to my own router. When I get the STB I will try directly off the bridged modem.

Thanks

TELUS Employee
TELUS Employee

I have received the box now and have it connected via ethernet, when I use the STB on my TV i have no issue watching the channels. But still have issues watching on my ipad and samsung phone. Channel 106 is a good example of a channel behaving like this.

 

any suggestions?

TELUS Employee
TELUS Employee

I just found this info online:

 

Playback is only available when connected to your TELUS Internet at home

If you are attempting to play content at home but receiving the message alert “Sorry, playback is only available when connected to your TELUS Internet at home.”, it may be for a few reasons:

Your media box may not be plugged in. If your media box is still in transit or unplugged you will also get this error message. Please plug in your media box to resolve this.
You could be having pairing issues with your media box.
Confirm that your mobile device and Pik TV media box are successfully connected to your home Wi-Fi network.
Try rebooting your media box to reestablish pairing.
Chat with us to troubleshoot further
Note: The Pik TV app can only be used in Canada.

 

None of which has helped me, I think I will try connecting everything thru a TELUS Gateway Router to see if that changes anything

 

Community Power User
Community Power User

Are your wireless devices using the TELUS supplied router or you connecting to your own. I Always let Telus equipment handle their services. Then use my TP-Link for everything else.

Community Power User
Community Power User

Have you tried reinstalling the Apps on your mobile devices?

Also, try with your Pik TV unit connected to the same Wi-Fi, rather than Ethernet.

 

NFtoBC
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TELUS Employee
TELUS Employee

I have been testing different variables.

 

When both devices are conncted to the telus router I can watch chan 106 on my mobile devices, WiFi and hardwired make no difference.

 

When both devices are connected to my own router I cannot watch chan 106 on my mobile devices, But i can watch it on the PIK media box.

 

 

Does anyone know what is set in the router enabling it to tell the app I am on my home internet, I assume the media box sends some sort of signal.

Community Power User
Community Power User

Is your Telus Gateway bridged?

 

I have my PiK TV unit on my network router (unbridged and connected to the Telus Gateway) and am able to see channel 106 and the others which are only viewable when connected at home.  

 

EDIT: My Pik TV unit had defaulted back to connecting to my Telus Gateway when I wrote the above. I could watch using the PikTV app on mobile devices connected to my alternate router, but only as long as the PikTV device is connected to the Telus Gateway.  I'll have to dig further, and possibly do a few resets to further confirm.

 

 

What happens if you remove the bridge?  

 

The media box does not 'send a signal' per se, as it does not need to be on while you watch on your mobile device. I believe it is somehow tied to the IP address of your Telus Gateway, rather than your own router.

 

NFtoBC
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TELUS Employee
TELUS Employee

That seems to work.

 

I connected my router to a non bridged port on the Telus router and I can now watch chan 106.

 

I did have to change the ip range of my routers lan as theywere both 192.168.1.x

 

 

Looks like all I need to do now is forward the ports I use for ddns in the telus router for my dvr.

 

 

I dont really like the idea of having two routers but it seems to be the solution

Community Power User
Community Power User

Many of us have found our networks work more simply with a second router, leaving Optik on the Telus gateway, and the rest of the network on our own. Since you don't have Optik, you could use your router only, if you are on Fibre.

 

NFtoBC
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ShawnFoy
Neighbour

I just had this same issue with my pik tv box. I "restarted" the box using the restart command in the settings tab and this seemed to work. also tech support had me facorty reset my modem but im not sure that helped. 

b0rna
Resident

I'm still having to restart the box once every day or two to get around this message. This PikTV box and App are horrible...

someone_9e9
Ambassador
This happened to me as well and i also get a message the device was jailbroken
rageguy
Connector

Yes I find that I have to restart the box every few days too. Either unplug the power completely or through the settings page.

someone_9e9
Ambassador
Im having this issue today ....thinking ill get an ethernet cable
Highlighted
paw2001
Neighbour

I been having the same issue for over a month, Telus has sent a replacement box and it doesn't help. I think the problem is internal mostly with their provisioning. I have no access to 6 different channels and rebooting does nothing to cure the issue.  I been on ethernet connecting since day 1.

TELUS Employee
TELUS Employee

I am also getting the OOH error and cannot get any resolution from the support team.

I have my PikTV box hardwired to my t3200 modem. I have done factory resets on every device, and tried everything and nothing will allow me to watch HBO or TMN, though I am subscribed to it, and am on my home network.

I have reached out to Melissa Jang and Sumeet Donnelly with no luck. Somebody please help!

Community Power User
Community Power User

Melissa and Sumeet are the PikTV gurus, and most able to help, as it may be a PikTV device issue, or more likely a backend issue. It was a backend issue for my device.

 

NFtoBC
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TELUS Employee
TELUS Employee

I am still awaiting a reply from Melissa or Sumeet from November 14, 2017...

I did live chat yesterday hoping to start 2018 with Pik working... but nope.
Apparently my movie channels, and craveTV were both cancelled in April 2017 without my authorization.
The rep told me this was done in order to keep me at the $20/month price point for Pik.

I advised that as a trial member, its supposed to be all inclusive for $20/month.
I then found a thread in our forums from October saying we can get it discounted to $10/month if we have TELUS DSL.
So I asked them to do this, as well as re-add the removed content, and they could not without charging me $100/month.

I now await a call back from L&R to resolve the issue and re-add my content.
It sucked being off for the holidays and then off to have my wisdom tooth removed and the majority of the content I pay for, was not available to me.
Then having to wait over 90 days just for a sign of life or resolution is just adding insult to injury.

My L2R on this product has gone in to the negatives lately...