The features & hardware

Are all Optik TV™ channels digital?

Yes. A Optik TV digital box receives the digital TV signal and converts it into a format that works with your existing TV. This allows you to enjoy digital picture and sound on all channels. You require a digital box for each TV to receive the service.

Will I be able to watch digital TV on my existing TV?

Yes. A Optik TV digital box receives the digital TV signal and converts it into a format that works with your existing TV. This allows you to enjoy digital picture and sound on all channels. You require a digital box for each TV to receive the service.

How many channels can I receive on Optik TV?

Optik TV offers over 500 digital channels, including over 100 in HD, 45 commercial-free music channels, movies, multicultural channels, movies, multicultural channels and more. We are continuously adding new channels. View a list of channels available in your area.

Are HD channels included in every TV package?

Yes, TELUS offers over 100 HD channels, 17 of which are included in The Essentials. You can further customize your TV package by adding more HD channels once you've subscribed to the corresponding standard definition theme pack. View a list of HD channels available in your area.

Why do I need to subscribe to both the HD and corresponding standard definition theme packs?

Due to regulations and programming partner restrictions, you must subscribe to the standard definition version of the HD theme pack.

What is the ENERGY STAR^® Qualification?

To earn the ENERGY STAR qualification, a PVR must be at least 30 per cent more efficient than conventional models. Currently, TELUS is the only TV provider in Western Canada to earn this qualification. TELUS Optik TV proudly offers PVRs that are 50% more efficient than the average non-ENERGY STAR PVR. Source: BC Hydro’s recent PVR Energy Consumption research.

How does this qualification benefit me?

Non-ENERGY STAR PVRs can consume quite a bit of energy, even while in standby. The average set-top box consumes about 270 kWh every year. That is close to $26 a year to operate just one device in your home! The Optik HD PVR consumes only about 120 kWh per year, so if you are a TELUS Optik TV customer, you're reducing your energy usage AND your environmental footprint.

How do I check to see what version of software my digital box is using?

Press MENU and navigate to Settings. Select General and then select System Information and press OK. Look for "TV2 Client version". The number beside this will indicate what version of software you are on.

How will my digital box behave when it goes into Energy Saving mode?

Non-ENERGY STAR PVRs can consume quite a bit of energy, even while in standby. The average set-top box consumes about 270 kWh every year. That is close to $26 a year to operate just one device in your home! The Optik HD PVR consumes only about 120 kWh per year, so if you are a TELUS Optik TV customer, you're reducing your energy usage AND your environmental footprint.

How do I exit Energy Saving mode?

Press OK or the power button on your remote control.

How will I know the Energy Saving mode is working?

You'll know that the Energy Saving mode is working when you see one of the following:

• Your TV screen goes black and the power light on your digital box turns off
• There is no longer a green screensaver when you power on your TV and digital box
• You may see a "No Signal" message on your TV screen.

What shall I do if I see the green screen when I exit the Energy Saving mode?

The green screen may appear if your digital box entered the Energy Saving mode while still in the Menu screen. Just wait a few seconds and the TV will restore to the proper screen.

How do I disable the Energy Saving mode setting?

The Energy Saving mode reduces energy consumption so you save on your energy bills. If you would like to disable this setting, please contact our Customer Service team at 310-MYTV (6988).

Why am I getting a black screen on my TV?

With the new upgrade, the standby screen has changed to a black screen (previously it was green). When the digital box enters standby mode, the video outputs are disabled and a black screen will appear. If your digital box is on and you want to exit standby mode, press the OK button. If your digital box is Off (the power light is off), press the power button to turn it On and this will resume your TV service.

What is PVR Anywhere?

With PVR Anywhere, one PVR is all you need to enjoy PVR functionality on up to 6 TVs in your home. Record up to 3 shows simultaneously from any room. Pause a show in one room and pick it up from the same spot in another room. Plus, schedule recordings and access recorded shows from different rooms in your home. Even watch the same recorded show on different TVs at the same time and control them separately. Each TV must be connected to a set top box.

How many programs can I record simultaneously on my PVR?

You can record at least 3 shows simultaneously on your PVR. In some areas you may be able to record up to 4. The number of HD programs you can record at once depends on the service in the area you live. All Optik homes can record or watch at least 1 live TV program in HD and 2 in SD at the same time. Depending on the service availability at your home, you may be able to record or watch 2 live TV programs in HD and a third in standard definition. In many areas, households are able to watch or record up to 4 live TV programs and 3 of the programs can be in HD. Visit our qualification page to see what's available in your area.

How many recordings can I watch at the same time?

Four recorded programs can be viewed simultaneously, one of which has to be viewed on the TV connected to your PVR.

How much programming can I record on my PVR?

You can record up to 198 hours of HD programming or 490 hours of standard definition programming on your HD PVR.

Can I pause, rewind and fast-forward live TV from any TV at home?

You can only pause, rewind and fast-forward live TV on any TV in your home that is connected with an Optik TV digital set top box.

If I use my PVR to pause live TV on channel 5, then change to channel 6 for a bit, can I go back to watch what I missed on channel 5?

No. If you change the channel, the live TV program that was saved temporarily by your PVR will be deleted. If you would like to watch the program again, ensure that you permanently record the program.

How Do I know which programs have already been viewed?

Programs which have already been watched will appear in grey and italics.

What is remote record?

Remote record provides Optik TV clients manage to their HD PVR away from home, either on the web or from a smartphone.

What features are available?

Remote record provides remote access to a customized Guide, full program and cast information, an intuitive Search engine, and the ability to view scheduled recordings and manage existing recordings.

Can I access remote record if I'm a TELUS Satellite TV^® subscriber?

No. Remote record is currently only available to Optik TV clients with an HD PVR.

What web browsers support remote record on the Web?

All major browsers are supported. You will need to install the Microsoft^® Silverlight plug-in, if not already installed.

What smartphones are supported?

Remote record is currently available on the iPhone^®, iPad, iPod touch^®, and the following BlackBerry smartphones: Bold™, Tour™, Curve™ 8330, Curve 8530, Curve 3G, Pearl™ 8130 and World Edition 8830 plus Android devices. Support for more smartphones will be coming soon.

Does it cost anything to use the remote record feature?

Remote record is a free service, exclusively for Optik TV clients, although some mobile data charges may apply if you access the application outside of a Wi-Fi service area.

Which mobile providers will remote record work with?

Optik TV clients can access remote record from any supported smartphone from any mobile service provider in Canada

Why would I use my Xbox 360^® as a digital box for Optik TV?

Using your Xbox 360^® to watch Optik TV allows you to make the most out of your Xbox 360^® investment. You will be able to use your console as a dual-purpose device to play games on your Xbox^® and watch TV.

What are the minimum requirements for using my Xbox 360^® as a digital box with Optik TV?

You must have an unmodified Xbox 360^® with a built-in hard drive, have a LIVE Gold account, and subscribe to Optik Internet. Additionally, your Xbox 360^® cannot be the only digital box connected to Optik TV in your home.

How can I get my Xbox 360^® connected to Optik TV?

In order to get your Xbox 360^® connected to Optik TV, a TELUS technician will be sent to your home to install the required software and configure your Xbox 360^® for the service. Please call TELUS at 310-MYTV (6988).

Which Xbox 360^® can I use with Optik TV?

Any Xbox 360^® with a built-in hard drive that has not been modified can be used with Optik TV.

How much does it cost to use my Xbox 360^® as a digital box for Optik TV?

TELUS does not charge a monthly fee for access and maintenance of the Xbox 360^® on the TELUS Fibre Optic Network. A starter kit (Universal Media Remote and required cables) is required to use your Xbox 360^® as a digital box and will be supplied for a one-time fee of $50. Existing Optik TV clients wanting to connect an Xbox 360^® as a digital box will require a TELUS technician visit; $100 fee applies. You will also require an Xbox LIVE Gold membership which Xbox charges a monthly fee for.

What channels will I get with Optik TV through my Xbox 360^®?

You will receive the same channels on your Xbox 360^® that you subscribe to for Optik TV. Optik TV offers over 500 digital channels, including over 100 in HD, plus a great selection of radio stations, movies, multicultural channels and more. We are continuously adding new channels. View a list of channels available in your area.

Can I set parental controls for Optik TV from my Xbox 360^®?

Yes. You can set parental controls for Optik TV on your Xbox 360^®.

What features do I get with the Kinect sensor?

When you connect a Kinect sensor to your console, you can control TV with your voice or your hands.

Why can’t I control my TV with my voice?

In order to control TV with your voice or hands, you require a Kinect sensor attached to your Xbox console.

What controls are available when I use the Kinect?

You can use your voice to do the following:

• Change channels up or down
• Mute or unmute volume
• Pause, replay, and fast forward

Remember to say “Xbox” before each command to ensure that Xbox is listening.

And if you want to know what controls are available, just say “Xbox” and a list of commands will appear at the bottom of your screen.

You can use your hands to do the following:

• Pause, replay, and fast forward

Where can I purchase an Xbox LIVE Gold membership?

There are three easy ways to purchase an Xbox Live Gold membership:

1. At any Future Shop or Best Buy or Microsoft Dealer (credit card, cash, debit, cheque)
2. Online at www.xbox.com (credit card)
3. Via your console (credit card)

I had Optik TV on Xbox and downloaded the application again. Now my TV doesn’t work. What do I do?

First, delete the downloaded Optik TV application from your Xbox console, following these steps:

1. Go to System Settings > Memory > Hard Drive > Games > OptikTV
2. Select the following 3 files and delete:
   1. OptikTV (Xbox 360 Game)
   2. OptikTV Content (Saved Game)
   3. OptikTV Data (Saved Game)

Next, reinstall your original Optik TV application. If you no longer have the install CD, you can find it here.

When will I be contacted about upgrading to the new Xbox interface?

If you have a previous version of Optik TV running on your Xbox, TELUS will need to update your system before you can download the new application and access the new Xbox interface. Please do not try to download the new application prior to the system update as this will cause incompatibility issues and your Optik TV service on your Xbox will be disrupted. TELUS is scheduling a system update between April to May. We will contact you at a minimum of 30 days prior to the system update.

How will I know when my system will be updated?

TELUS will send you a letter with details regarding the coming upgrade at a minimum of 30 days prior to the system update. An email reminder will also be sent to you shortly before as well.

I currently have an XBLG membership. Can I still get the credit?

Yes, if you already have an Xbox LIVE Gold membership, you will still receive the one-time credit from TELUS. If your current membership has not yet expired and you purchase another year of LIVE Gold, you will simply extend your total membership time by another 12 months.

What happens to my TV service if I don't renew my Gold membership?

If you do not renew your Xbox live membership, upon expiration you will not be able to watch TV using your Xbox. You will also not be able to access any of the Xbox features included with the gold membership.

To access Optik TV service again, simply renew your Xbox Live Membership. Once you’ve renewed, you will be able to watch TV using your Xbox and won’t need to download the Optik TV application again.

What is On Demand (VOD)?

On Demand allows you to rent movies through your TV at your convenience. Watch them when you want, rather than waiting for pre-designated start times. You can view movies you rent as often as you like during the rental period. When you rent a VOD you can access it from any room in your home, and play it on up to 3 TVs at the same time while only paying for it once.

Can I get HD On Demand (HD VOD) or HD Pay Per View (HD PPV)?

Yes. Select VOD titles are available in the HD category in the On Demand menu. All live PPV events are available in HD and can be found on channels 675 and 676.

How many Sportsnet ONE channels are there?

Sportsnet One consists of 8 channels:

1. Sportsnet One national feed
2. Sportsnet One HD national feed
3. Sportsnet Vancouver Hockey
4. Sportsnet Vancouver Hockey HD
5. Sportsnet Oilers (available in AB only)
6. Sportsnet Oilers HD (available in AB only)
7. Sportsnet Flames (available in AB only)
8. Sportsnet Flames HD (available in AB only)

Why are some of the Sportsnet ONE channels blank?

Hockey games will be shown on the regional channels. The channels may be blank or blacked out when hockey games are not being broadcast on the channels.

Why is HDTV better?

HDTV delivers the best picture and the best viewing experience. You will see more details and enjoy a sharper, clearer and more vibrant picture than you would with standard definition TV. Watch your favourite shows in true widescreen and see 45% more of the picture compared to standard definition. Plus, enjoy rich, resonant sound through 5.1 Dolby® Digital sound.

What do I need to experience HDTV from TELUS?

HDTV requires 3 components: an HDTV, an HD digital box and HD programming. TELUS will provide you with an HD digital box and include HD programming with every TV package. All you need is an HDTV.

Can I get HDTV from TELUS where I live?

Yes. If you are eligible for Optik TV, you can receive HD programming. Check if Optik TV is available at your address now

How many HD enabled TVs can I have?

Optik TV supports up to 6 TVs, all of which can be HD TVs or a combination of SD and HD TVs.

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. All customers will have access to YTV On Demand as it is included in the Essentials. Please refer to the TV On Demand section for a complete list of available channels. Not all titles are 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 due.

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 a free feature for Optik subscribers. All customers will be able to watch YTV On Demand as it is included in the Essentials. Additional On Demand channels are available if you subscribe to the corresponding channel.
Note: Data charges may apply if you exceed the data usage included with your Internet or mobile service plans.

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 2 devices at one time. Devices are smartphones, tablets or laptops. Watching on a TV does not count towards the 2 device limit.

When will more programs be available on TV On Demand?

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

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.

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.

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.