new android based boxes multiple problems

[mderick]

Hi:

I am having all sorts of issues with the android based tv boxes.

first:

Our one box which is connected by ethernet, will on occasion go black for a bit then start again, there is no rhyme or reason as to when this will happen while watching a channel. powering off and on perhaps 10 to 20 times will eventually fix the issue.

*** this is the most painful issue of all ****

Second:

we will go to the guide and there will be no program information for the channels. I'll have to play around going into and out of the guide to get it to work.

third:

some channels will be infinitely louder than others, very frustrating

fourth:

you can only pause for 10 minutes or so. this doesn't help if I have to change a diaper or something along these lines, it really sucks as the previous boxes were bomb proof this way.

fifth:

when recording a show, it will disappear after a length of time. this too is a pain if I want to record a show for someone who only comes by once or twice a year.

[TELUS_Support]

Hi @mderick - sometimes performing a factory reset on the box will help clear performance issues. We recommend trying that.

The last point - we only allow a 90-day recording storage at this time. You can look for that show that you are watching in our On Demand section as a work-around

[mderick]

Thanks for the response.

I have multiple boxes that do the same thing. so I don't think a factory re-set will do much.

Are there any HDMI settings I can look at to see if that could be an issue between the devices.

as per your response on the 90 day storage, that seems to me to be a step backwards, I have recorded special programs and saved them for as long as I wished on the old system. is there a way to store them to an attached drive or something?

ps, special showings are not on demand. 

thx

[TELUS_Support]

Definitely could be a faulty power supply in terms of the black screen issue you're experiencing, which may also be the cause of the slow guide issue as well (though that could be an internet issue causing it as well). Both of these could be addressed by our Tech Support team. The default volume of channels is provider based, so you could always reach out to the provider itself if it's an issue. Our pause is for 15 minutes, with recordings the aforementioned 90 days. Our team is always looking for feedback on both of these so we'll be sure to pass it on to them as well.

[mderick]

I guess I'll have to contact tech support ... UGH ...

[Rocky3]

I understand the newer Android boxes have a USB C power supply, which to date no one has complained of this problem. The round male plug on the original android box is faulty for sure. I am running mine on a $15 amazon supplied power supply and not the one that comes in the box from Telus. They are the problem. Several people have no done that and agreed it solved this problem. Rebooting, unplug/plug power supply is just a pacified solution. It works and then it again does not work. Do yourself a favour and order one form amazon.

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