Optik on the go FAQ

Which programs are available to watch on my smartphone, tablet or online?

Select channels are available On Demand when you subscribe to the corresponding channel. Please refer to the TV On Demand section for a complete list of Channels with On Demand programming. Some On Demand channels are only available on TV, so please check the description for details. If you would like to subscribe to a channel, try using live chat.

Please note that some titles are not available on all devices, for example a show may only be available On Demand on TV and online but not on a smartphone or tablet.

When will more programs be available on TV On Demand?

TELUS is continually bringing new TV programming to Optik TV. Click here to find upcoming and new programming available.

Is there a cost associated with watching TV programs on my smartphone, tablet or online?

There is no additional charge to watch Optik on your tablet, smartphone or online, it is an included feature for Optik subscribers. The amount of programming that is available for you to watch on Optik on the go depends on your channel subscription. On Demand channels are available if you subscribe to the corresponding channel on TV.

Note: Data charges may apply if you exceed the data usage included with your Internet or mobile service plans.

Does the Optik TV application have parental controls?

No, the application does not have parental controls and may have access to content rated 18a, depending on your channel subscription. Parental discretion is advised.

Why can’t I find some of the TV on Demand titles on my smartphone, tablet or computer?

Due to programming rights, not all programs that are available to view On Demand on your TV are available online or on the mobile application. Please check the application to see what programs are available.

Who has access to Optik on the Go?

All Optik customers have access to TV On Demand channels included with the Essentials theme pack. For a complete listing of all the On Demand channels available to you, please refer to the TV On Demand section.

Can I pause, rewind and fast-forward programs?

Yes, you can pause, rewind and fast-forward programs when watching Optik online or on your tablet or smartphone.

How many programs can I watch simultaneously on my smartphone, tablet or online?

You can watch Optik TV on up to 8 devices at one time. Devices are smartphones, tablets or laptops. Watching on a TV does not count towards the 8 device limit.

Why can’t I watch Optik on the go when I am close to the US Border?

Optik on the go can only be used in Canada and uses GPS to determine your location. If you are travelling in Canada within 3 km of the US border you may receive a message that you are unable to watch videos on the application because GPS cannot pinpoint your exact location.

Can I watch Optik on the go anywhere in the world?

Optik TV on the go can only be viewed within Canada.

Will watching TV online or on my mobile device interfere with watching TV on my television?

No, watching your TV will not interfere with watching on your mobile devices or computer. You can still watch up to 3 shows at once at home even if you are watching on a mobile device or computer.

Can I record or export programming from my smartphone or online to a hard drive?

No, Optik TV programming accessed via your smartphone, tablet or online cannot be downloaded

Why can’t I watch on my apple device using a mobile network?

Optik on the go is only available via Wi-Fi on Apple devices, not via cellular networks, at this time because Apple requires apps streaming on cellular networks to use their protocol. TELUS plans to implement the Apple protocol by mid-2012

Can I use Wi-Fi to access the programs on my computer, tablet or smartphone?

Yes , we recommend using Wi-Fi whenever possible to avoid over usage data charges on your wireless plan.

Can I use 3G to access and view programs on my smartphone?

Yes, you can watch programs over the 3G network with Android devices but Apple devices are Wi-Fi only at this time. Data usage does apply when using the 3G network and you may be charged for data if you exceed the available data usage included with your wireless plan. As viewing video over mobile networks consumes a large amount of data and is subject to varying service conditions, we recommend using Wi-Fi whenever possible to avoid over usage data charges on your wireless plan.

Need more data in your TELUS wireless plan? A TELUS Mobility representative would be happy to help you find a cost effective data plan that suits your needs.

Estimate data usage for watching video on a smartphone or tablet

Please note this is an estimate and may not be the exact amount of data consumed

How can I fix poor picture quality?

Poor image quality may be a result of a slow internet connection. If you are using your device over a mobile network please switch to Wi-Fi. We are working to improve the picture quality to ensure a consistently good resolution on all devices and all titles. Please try watching the HD titles for better picture quality.

What should I do if the service freezes?

Try restarting the application and if that does not fix the problem restart the device.

How do I access TV on my computer, tablet or smartphone?

In order to access Optik TV programming on your computer or smartphone, you must first set up an Optik TV account. See TV account set up for step by step instructions to establish your log in and password.

If you have already created an account for the remote recording application, you can use the same log in credentials (email address and password) to access TV on your computer or supported smartphone or tablet*.

How do I download the Optik TV App to watch TV on my smartphone?

Search for and download the “Optik TV” in your mobile App Store and tap to download. If you cannot find the application, your device may not be supported. Click here to view the supported devices, support for more smartphones will be coming soon.

Do I have to download anything to access Optik TV from the Web?

Most clients can simply visit Optik TV on the Web without having to download anything. If you do not currently have the Microsoft® Silverlight plug-in installed, you will be prompted to install it prior to registering your account. Or you can visit www.silverlight.net

Which internet browsers are compatible with watching TV online?

The following browsers are compatible for viewing Optik TV on your computer:

• Microsoft Internet Explorer® 8 and above
• Firefox® 3.0 and above
• Safari® 5.0 and above
• JavaScript is required and must be enabled.

Can I find the Optik TV App in app stores outside of Canada?

The Optik TV App is currently only available on Canadian App stores.