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Optik-Kate
TELUS Team MemberJoined 4 years ago
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Optik TV Bulletin Board: Discover, Discuss, and Develop
Dear Neighbours, We’re the TV Product Development team, and we strive to bring you a continuously improving TV service and experience that fits your needs. Since the launch of the new Optik TV service through the TELUS TV+ platform, our business and development teams are working hard to add, improve, and maintain existing and new features to bring you the best Canadian television experience through Live TV, On Demand, and streaming services. We are passionate about our TV products, and most importantly, we love this community that helps support its improvement. We appreciate your input as we work towards making The Evolution of Optik TV better every day, and we’d like to open up the lines of communication by keeping this page updated with helpful information about our TV products. If there is other information you’d like to see in this guide, drop us a comment below. *Please note, this is not a live troubleshooting or feedback article. Submit your specific TV service questions by creating a post in the Neighbourhood, or submit your TV product and feature suggestions here. We look forward to hearing from you and working together to make Optik TV the best it can be! New to Optik TV? Check out these support articles: Installing your TELUS TV Digital Box How to use the TELUS TV+ app Navigate and Learn About TELUS TV+ Features TELUS TV Digital Box Remote Find more TV support articles here. Helpful Tips and Tricks Recordings Easily access your recordings within each profile by holding down the button on your remote. Homepage Dismiss the homepage screen by holding down the arrow button. Bring up the homepage by clicking the button. App Row You can customize your app row. Use the “+” tile to add a new app, or hold down “ok” on a specific app tile to move or remove an app tile. Guide Use the “CH” down button to skip vertically within guide Press the button to “jump to date” on the guide. You can also use the “Options” button to filter the guide to only show subscribed or favourite channels. Find more navigation tips and tricks here. Experiencing issues with your TV product? Try the following: TELUS TV+ Apps: Update your app to the latest version. Browsers: Clear cookies, allow third party cookies, try incognito mode, ensure ad blockers are turned off. Digital Box: Unplug the digital box from the power outlet for at least 10 seconds and plug it back in. Device: Ensure the device you are using to access the TELUS TV+ app is on the most up-to-date operating system. Visit your device manufacturers’ website for steps on how to update the devices and what the latest firmware should be. Need more support? Check out these options below: Neighbourhood Get answers from other TELUS customers and Community Power Users and Admins Support Chat Bot Start a chat with the purple smiley box on the bottom right corner. Request to speak to an agent if your question is unresolved, which tends to have a shorter wait time compared to calling in. Any unresolved questions will be passed on to the next level support for further investigation. Brownie points if you can include the following info so that we can help you faster: *Reminder: For privacy protection, do not include any personal information in public posts!* Device information: iOS/Android (tablet/mobile), computer browser & OS, Android TV make/model, Apple TV model, Digital Box or PVR information What’s the expected outcome vs. what is actually happening? Is it happening on other devices that you own? Is it happening to all types of content? (Live TV, On Demand, 3rd party apps such as Netflix) When did it start? Is it intermittent or constant? Improvements We Are Working On We always strive to improve our products to deliver the best experience. See below for a list of areas where we are actively working on improving. Thank you for letting us know the areas where we need to focus more on. Improvements We Are Working On Related Devices Recommendation Apple TV Sound Sync American Channels on Apple TV View content on alternate Canadian network channels if available, or use the TELUS Digital Box. Alternatively, you can periodically try changing the channels which will help re-sync the audio. Unable to run series recording on news channels All Episode recording is available while we work on resolving this. Unable to set First Run Only on certain content All First run and rerun is available while we work on resolving this. Login error iOS/tvOS On your Apple Phone or Tablet. Go to Settings (your device setting, grey spiky wheel), not the app setting) Scroll down to "TV Provider" Select "TV Provider" Sign out Turn off the button allowing TELUSTV+ access via TV Provider Exit the settings app Go to the TELUS TV+ app Go to the settings button located at the bottom right hand of the app If you get a pop up asking to select TELUS TV+ as a TV Provider, decline the request You can accept notifications Select Login Manually enter My TELUS username. Manually enter My TELUS password (avoid using the iOS keychain as incorrect passwords may have been saved) For TVOS, you can change the setting via settings -> users and accounts -> TV provider. Sign out and toggle it off for TELUS TV+ Playback error on 4K recorded content All devices except for Digital Box Digital Box 4K recording viewing is unimpacted. Login Error: Error 500-300. Generic error/ Error 404-3304 Specific Accounts This is likely an account related issue, please contact our support team (see “need more support” section for options) and reference this article to have your account reprovisioned Recordings icon is missing from the menu iOS/tvOS This is likely an account related issue, please contact our support team and reference this article to confirm that the PVR subscription is present on your account. 'Required output protections are not active' Error Older Android devices/OS We added a performance toggle to address this playback error. If your device encounters this error, it will ask you to go to settings to turn on "playback performance", and after restarting the app, VOD or live should play as expected. Please note, this toggle is intended to address specific video playback issues, if video playback already works properly on your device, then there is no need to use this toggle. However, if this toggle doesn't address the specific error you're seeing, you'll be prompted again with a specific error message and error code. Please report the full message and we will continue to work on improving this feature. We strive to support a portfolio of devices so everyone can enjoy our TV service. Did you know we currently serve and maintain our service on over 18,000 variations of Android devices alone? This includes a combination of hardware specifications, operating systems, and software updates by manufacturers. With constant patches and updates happening, it’s easy to miss the mark every now and then. We appreciate you providing feedback on where we can improve in terms of the playback experience. Improvements We Are Working On Related Devices Other Great Ways to Watch Live TV Playback Interruption Older Android devices/OS Please see a list of other ways to watch for now while we work on resolving this. VOD Playback Buffers and Will Not Start Older iPads See additional troubleshooting steps on our support page here. Regards, Your Friendly Neighbourhood TV Product Development Team.TELUS TV Feature Updates - Ongoing
Dear Neighbours, We’re experimenting with different formats to assure you we’re listening and working on improvements to the TELUS TV platforms. We have frequent releases designed to tackle the platform's immediate and long-term stability, and we’ll do our best to keep this thread up to date with each new release to celebrate our wins together. Please note this is not an exhaustive list; minor customer-facing fixes and non-customer-facing backend work are not included. (Note: Previous updates removed due to character limits on post) Q2 2025 (WIP): TELUS TV+ app is now available for download on Amazon Fire TV Sports channels upgraded to 1080P at 60 frames per second 40+ new Free Stream TV channels 4K HDR now available for On Demand content Q1 2025: Firmware Update: Dolby vision & HDR support that enhances video quality Auto dynamic range adjustment to match the content frame Picture-in-picture previews in guide Find my remote by holding down the pairing button on the box for >4 seconds Advanced audio controls such as normalization of loudness for all content and disable/enable surround sound format Privacy & accessibility: Customization of microphone and camera permissions Adjust text size on-screen with new text scaling options Q4 2024: Zoetrope Previews: See exactly where you're skipping on Live TV, recordings, and On-Demand. Enjoy fullscreen previews when fast-forwarding or rewinding, so you never lose your place. (Thumbnail preview coming soon) Fast Forward and Rewind Speeds: Control your scrolling speed with ease: 1x: Scroll at 2x speed. 2x: Scroll at 8x speed. 3x: Scroll at 24x speed. Picture Quality Improvements: Most non-sports channels now stream in 1080p (high-definition) for sharper images, with a backup at 720p. Sports channels now uses 720p at 60 frames per second (fps) to keep fast-moving content smooth and prevent display issues—further picture quality improvements to come. Recovery After Internet Outage: Your digital box will now automatically resume live TV content as soon as the internet connection is restored. Improved Guide on Apple TV: Navigate your TV Guide effortlessly with enhanced performance and no freezing issues. Automatic Playback for Recordings: Binge-watch your recorded content with ease as the next recording in your playlist automatically starts playing—no need to press a button! Enhanced Restart and Lookback Logic: Enjoy seamless transitions between Restart and Lookback programs for uninterrupted viewing. Q3 2024: Bulk Delete for Recordings: You can now delete multiple recorded episodes simultaneously, making managing your recordings easier. Episode List Access: When playing a recorded episode, you can see a list of all other episodes from the same series directly in the player. Binge-Watching Made Easy: Enjoy seamless binge-watching of recorded episodes, as they now play sequentially without any interruptions. Order Cloud PVR Directly: You can now order Cloud PVR service directly from your set-top box for added convenience. Start from the Beginning: Easily start recordings and VOD (Video on Demand) content from the beginning, even if you joined late! Regards, Your Friendly Neighbourhood TV Product Development Team.Re: TELUS tv box control remotely
Hi satbir , you can try downloading the Google Home Application on your Android device to see if it will fit your needs. Make sure the phone and STB are on the same Wifi network. Download the Google Home application from the phone’s app store. Launch the Google Home application and select the set-top box from the “Devices” section in the app This process will only need to be repeated if the box is factory reset or the Program Remote with TV option is used again.Re: Remove Resume Watching Episodes
Hi ExEmp, we have an update coming in July for the TV+21T box where users can press & hold / long press on items in the Resume row and you will be shown a menu where you can remove an item. Please note the release date is tentative for now. I'll update once the rollout is completed.
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