Hayu app unavailable on Telus Optik

[jaysway]

I have not been able to access my Hayu app through Optik in several days. Today the message says "sorry, the application you have tried to access is temporarily unavailable. Please try again. Error code: 0.  In the last 2 days I was able to start the app but as soon as I selected a show to watch, I would get a message saying it was having problems acquiring the license.  I have tried rebooting the digital box.  

[Allison08]

I’m having the same issue. 

[Gman63]

I have the same issue. Called Telus and they are aware of the issue reported on May 8th. The outage number is 37412 and is still under investigation.

[Rjevning]

Has anyone gotten back to you?  I contacted Hayu and there is no problem on their end apparently 

[BigBird2]

I tried calling Telus today but 48 minutes later had to hang up to go to work. Super annoying. I'll try again tomorrow. 

[BigBird2]

I am having the exact same issue. Is it a Telus problem or a Hayu problem, anyone know? 

[Steff_white29]

Hayu is working on my phone app and on the website so it must be a Telus issue. 

[rlea]

Also having this issue.  Super frustrated.  

[Rjevning]

Also having this issue. It’s been days. Super frustrating 

[BR08]

Also having this issue. Super frustrating.  

[TELUS_Support]

@BR08 @BigBird2 @Rjevning @rlea @Gman63 Our team is aware of this issue and investigating. Everyone here, do you have our HD equipment or 4K? Reason we ask is that the Hayu app was removed off of the HD equipment a short while ago.

[Rjevning]

My bill says I have 4K box 

[Gman63]

Gman63 - 4K boxes, my older HD box doesn't allow apps. Today i can open the app but when i try to watch a show i get the problem acquiring the license message. I have also rebooted the boxes several times.

[Rjevning]

• I get the same message as well..  everything has been rebooted, unplugged, plugged back in and still nothing 

[BigBird2]

I believe I've got 4K.

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[Robjan]

I have noticed my 4k box is now missing the Hayu app. So what's up with that!

[ChristineAS]

How about you tell us, you know what we have!! Pretty sure I never received a notification that something I pay for isn’t going to be useable. Super frustrating…now I have to sit on hold for hours to have it removed from my account so I just go to Hayu directly I guess. 

[AKaba]

Having the same issue. Telus removed the subscription from my optik TV account and rewarded. Since then I’ve lost all access to Hayu even on my phone. It’s been a month a no support from Telus.

Hayu said the Hayu app will no longer be available on Telus yet I’m still paying mi they for it

[TELUS_Support]

Hayu is no longer available to view directly through the classic Optik boxes. You can however keep streaming on any of the following supported devices: 

Fire TV

Roku

Apple TV

Android and Samsung smart TV's

Your Hayu subscription itself is still active, so you'll still be able to sign in and watch on any of those devices.

[TELUS_Support]

We checked with the Optik team. They've advised that the issue is under investigation with the Hayu team and that updates will be shared once available. For now, we recommend leveraging the Hayu app on another supported device where possible.

[Rjevning]

I was in contact with the Hayu team yesterday, and they are denying any problem on their end.  They just kept sending me links to Telus for troubleshooting ideas/tips..

[SarahEast]

Are there anymore updates? It’s been well over a week since I’ve been able to access HAYU on my Telus 4K box super frustrating 

[TELUS_Support]

We checked with the Optik team recently. They've advised that the issue is already under investigation with the Hayu team and that updates will be shared once available. For now, we recommend leveraging the Hayu app on another supported device where possible!

[Rjevning]

But we are paying Telus for this feature and it’s not available .  Are there going to be refunds?

[TELUS_Support]

Hi @Rjevning - once we know more we will let you know