TV Buffering and then Freezes on Restart Show or Resume

[starchoice]

I have this problem for those shows that are restarted from the beginning. First I get the buffering, please wait message and then I get the cannot play program with the "watch live TV" green button. If I don't press the button, it just goes to live TV anyways and the I have to restart the whole process over. I contacted Telus and went through the usual rebooting, unplugging song and dance. They finally sent out a technician who changed out the modem, took out a couple of white connection boxes, added one black one but the problem still persists. Obviously, he had no clue of the cause of the problem and hoped that swapping out equipment would resolve the issue. I even tried swapping out the coax cable to the modem but nothing. Crave TV is horrible. This one jams and states cannot play video. This is for "on demand". The telephone rep said it must be Crave. Yea, right, I'm sure they would still be in business if nobody could play their shows on a daily basis. I have had Telus TV for years and this problem is probably a year old but I dreaded calling Telus and having to invest so much time and effort into the problem and I was right. So much wasted time and no improvement. This problem is certainly new since Telus Fibre was installed but who knows if that is even related. It seems that the technicians don't even have a way to properly diagnose an issue. It's like I am the first one this has happened to.   

[TELUS_Support]

Hi there, we replied to your private message. 

[starchoice]

Your link does not work. I responded again in a private message.

[TELUS_Support]

Ok, we will reply back. 

[starchoice]

Still not working and we are well within the timeline you mentioned. I responded to your Private message with some additional information. 

[starchoice]

Technician visit Number 2. The technician has no clue regarding what the issue is. It's amazing that the technology has advanced to the point that a technician cannot track down the source of a problem. The easy solution is start replacing equipment and hope that it corrects the problem. So I have had my modem replaced the first time and now the Nokia fibre box. The technician wanted to replace my PVR but I think that he finally agreed with me that this would not solve the problem since the problem occurs on my other TVs. Certainly all three boxes are not at fault. I think that he said he is going to call Telus next week. There does not appear to be a solution in sight. Really? Given the number of customers Telus has, I am the first with this problem?

I have attached photos of the error messages, the common ones being "buffering" and "Unable to plays this program".

[El-Eric]

Hey @starchoice the one area I might push back on is that if the playback of recordings happens on every other box then the PVR might be the box with the issue. The way that the recordings work is that the PVR has them on its hard drive and since it is connected to the modem, all the other boxes then use the internet to access those recordings.

So if all the boxes have an issue with playing back recordings the fix might be to replace the PVR. It might also be internet speed but this is my opinion without actually opening up your account and seeing everything properly

[starchoice]

@El-Eric, this has nothing to do with recordings. The issue relates to restarting or resuming a program from live TV.

[TELUS_Support]

Ok, if you'd like us to get tech support to look into this with you, send us a private message and we can request a callback. 

[starchoice]

@TELUS_Support So I had my fourth technician visit yesterday. The technician was on the phone with his technical team. They claim that they don't know what the problem is and they can't fix it. Between this technical issue and my Telus Rewards issue, dealing with Telus has become almost a full-time job. Why is it impossible to get a resolution to issues?