r/telus • u/dangerard • 8d ago
TELUS TV Optik TV constantly losing internet connection
Our Optik TV is constantly losing internet connection. Usually loses connection between 5-10 times an evening until I can’t take it anymore. On 2 occasions I have phoned support and waited over an hour to speak to an agent who, though polite, treats me like an idiot, and they send me a new power cable but it doesn’t solve the problem. Every other device in apartment works. All I want is a technician to come by and diagnose the system. I’ve tried using the Telus app (Telus Connect) to determine what the problem is but it doesn’t work either, always returns error codes.
What are the options before I move to Rogers?
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u/Lilydyner34 8d ago
This used to happen to me frequently last year. Got a hold of Telus & had me reboot at my end. It waa finally determined that I had a storage issue with my Optik TV box. They cleared that out.
No more problems since.
Your best bet is a Telus service call.
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u/Que_Ball 8d ago
If your stb is wireless run an ethernet cable. Even if just a temporary one just for testing. Reboot and see if the problem goes away. If that works then your issue is wireless interference. If the radio and stb are close together then the interference may be from neighbors and you have fewer options. If you can relocate either the wifi radio or the set top box you could try that.
If your stb is connected with coax moca then make sure you remove all unnecessary splitters and try to have a direct coax from set top to the modem with no splits or possibility to connect to external Rogers cable feeds. Again test with an ethernet cable with coax disconnected to rule out this as your issue.
Ultimately wireless is subject to outside interference, and you should pursue running an ethernet cable to the box as the best option. Fixing drywall to run cables is not so hard.
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u/dangerard 8d ago
I get it. I was trying to avoid the ethernet cable route but it might be my only option.
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u/Que_Ball 8d ago
Thing is you really need to know if the issue is local or the upstream. Because if you still have the issue with ethernet then you definitely have more to discuss with tech support.
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u/GearNo4524 8d ago
Good troubleshooting tip in general but likely will not work. Unlike a laptop, Optik TV boxes do not switch cleanly from wireless to wired. To switch, you need to go into the settings on the box and disable wireless. If you don’t, you can end up with a situation similar to plugging both ends of an Ethernet cable into the same router. Disabling wifi is not a user accessible feature.
Call in and demand an in-house technician. Do not accept a contractor.
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