User Profile
MrSL
Rockstar
Joined 3 years ago
User Widgets
Contributions
TelusTV-21T Feedback
Just concentrating on the really basic expectations I think every user would expect from a ‘TV Guide’ & a ‘Recording’ perspective for paying customers. This is for the TelusTV-21T STB with cloud recording. I’m now 6 months in and how many improvements? From what I can see – Just one! Extending cloud recording retention by just 15 days from 45 to 60. Why? Telus said “The plan is still 90 days, we're just making incremental changes to make sure nothing goes wrong” Well in that case, why not extend it to 90 now? Probably show the same result? Even 90 days is ridiculously short. A TV guide – Should display New, Repeat, Live. It may be supplied by a ‘3rd party’ but 6 months in and still without. Why? Single Recording – Still don’t have the ability to extend the recording time. Crazy. Means you have to record the following program too just in case it overruns. Why? Telus (temporary) response was supposed to add 1 hour (3 hours for tennis) to all (?) live broadcast sports. Well if we can’t even tell from the TV Guide what is a live broadcast this is guesswork and appears to be intermittent anyway... e.g. No longer working for the LPGA (Golf). Why? Series Recordings – A complete disaster. May or may not work, even on the same channel. Might just disappear, not record some programs in the same series. Of course we can’t add any recording time so forced to record the following program for overruns manually, which totally defeats the object anyway. If it does work, it only records on the same channel, useless for sports that often show the same series broadcast across different channels. In the ‘good old days’ with my previous provider you would just select a ‘Series Recording’ add any additional time and it would record across any channels the program was broadcast. Done! You could also see all your series recordings in a list, prioritize these, delete, amend etc. Basically this was a similar 4k system with cloud recording. Oh and NO retention limits on recordings… Now if I wish to record a 4 day golf tournament with Telus I have to:- Open the Golf App on my cellphone to see when it’s scheduled, what time and channel its broadcast on. Okay, it’s broadcast 4 consecutive days @ 9am on Golf channel and NBC for 1 day. Can’t rely on the guide because I don’t know if it’s a live or repeat broadcast. Browse the guide and select record. Can’t add time so record the following program too. Select ‘Options’ in the guide and jump to next day. Takes me to 7p.m. I have to rewind through the guide back to 9.a.m. (Forward 24 hours would be handy here & suggested in ‘Ideas’). Hit record and once again record the following program for a likely delayed start or overrun. Repeat the same laborious process for the following 2 days. Plain crazy! So 6 months living with it, spending hours reporting issues on the Community Forum, looking for solutions etc. etc. and what is the general feedback from Telus? “Thanks, it’s been logged, forwarded or noted; it’s coming but can’t give any timeframe etc”. As a side note, how much time did I have to spend on a community forum with my previous provider over 20 years… NONE! It just worked! This release is clearly so far off being a stable, reliable, functioning, user friendly system I cannot fathom how on earth how this was allowed to be distributed to the public. It’s not even close to a Beta release. So six months of use and no real improvement. At this rate it’s going to take years to even come close to the competitors. Let’s not forget, in the meantime, we are full paying customers! The damage this release has done to Telus’s reputation as a provider must be massive. I’m guessing it might not be obvious now with suckers like me signing up (oblivious to the defects) but wait till the 2 year contracts start to expire and see how many will be itching to sign back up… Maybe it’s just me and everyone else is happy, but I’m close to throwing in the towel. I don’t think this post is unreasonable or untruthful? If I’m wrong (Telus) please let me know. Way beyond due Telus, enough banter - Let’s see some real improvements!Hidden Cancellation charges...
So after 2 years with TELUS, the only product worth retaining is Gig fibre internet, that's if you have fibre installed to your property. I signed an agreement following a 'Salesman' cold call. For what I thought was 2 years, back in 2023... Internet, TELUSTV-21T 4k STB, cellphone and Smart-home security. I didn't notice the year digit difference for Smart-home - a 3 year contract. No worries though... Speaking to 1 of 4 TELUS employees over 2 day's I explained that my contract does not have a penalty... (see Page 2) My mistake; TELUS had HIDDEN on Page 9 of a 40 Page Contract!!! the following which I didn't notice because of the cancellation charges detailed on PAGE 2 So long and short. I negotiated; after speaking to 4 different representatives over 2 days and nearly 2 hours on the phone; a good deal for another 2 years of Gig-fibre Internet. I'm happy about that... But because of the hidden cancellation charges I either pay 1 years cancellation, or pay for another years service for a sub par Smart-home system that I use as a doorbell camera. As I explained to the call centre employee - not mad at you, mad at TELUS... Another year of wasted money... I didn't think my opinion of customer service could get worse, but sneeky, you have outdone yourself TELUS... Seriously. Little wonder TELUS ranked worst in customer complaints to the CRTC recently in 2025. After this sneaky and costly treatment, you can add another complaint making it;s way to the CRTC..Sound issues & picture problem HDR
What's going on with sound TelusTV-21T? My STB runs through my Denon amp but the last little while the sound quality sucks! Often when viewing the 'Guide' or other menu options the sound goes quiet and sounds like it's only coming from one channel... Currently messing with the sound / picture options on the STB, I have set it to 'manual', seems to have improved, but time will tell. Picture issues: I noticed now that when switching on the STB (plus amp and TV) that HDR shows briefly on my LG OLED TV which it has always done and the home TELUS page would normally be displayed. However now it rarely works, occasionally I get sound but no picture but more often than not I get my tv screensaver and it will not switch to the STB. I usually have to cycle the power off/on the amp for the STB to display. Not had either of these issues before in the past 20 months, what is going on? On the plus side, I only have 4 months remaining on my contract 😃Re: TELUS TV Feature Updates - Ongoing
Hi craiger8 , Welcome to the TELUS nightmare... Anyway, the most obvious and simplest thing to try (IMHO) is to actually ascertain whether your issue is hardware related, i.e. if a TELUSTV_21T STB is faulty before anything else. Trying multiple possible fixes at the same time will just confuse the issue. Forget removing boosters and adding Ethernet etc etc. My advice is to try only one thing, just one thing, at a time. You are fortunate(?) that you have more than one STB (TELUS_21T set top box) - if only for ruling out a potential hardware issue. 1. Directly swap the 2 boxes over using exactly the same connection method. a] If you experience exactly the same issue on your bedroom tv, then it is not the set top box. b] If the fault transfers to the other location and the bedroom tv now works, the STB is faulty. Contact TELUS support, explain your test and get them to send you a new STB cause it's faulty! I am happy to help you try and isolate 'your' issue further, if you wish, just reply to this post with the results of test 1. Good luck! I'm just 'another' frustrated TELUS customer like yourself. I hope this helps! 😉
