Troubleshooting

1. What should I do if my TELUS TV Box is on but my TV screen is snowy or blank?
2. What should I do if I cannot turn my TELUS TV Box on?
3. What should I do if my remote control cannot control my TELUS TV Box and/or TV?
4. What should I do if pixelization occurs on only one channel?
5. What should I do if pixelization occurs on all channels?
6. What should I do if the Interactive Programming Guide does not load?
7. What should I do if the Signal Unavailable message appears on only one TELUS TV box?
8. What should I do if the Signal Unavailable message appears on all TELUS TV boxes and the Internet is affected?

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1. What should I do if my TELUS TV Box is on but my TV screen is snowy or blank?

   • Ensure that your TELUS TV digital box is on (indicated by a green LED light at the front of the box)
   • Tune your TELUS TV digital box to a channel you subscribe to (e.g. Channel 1)
   • Ensure that your TV is tuned to the input that your TELUS TV digital box is connected to. Depending on your TV and connection, this could be "Video In" or "Line In". TVs with multiple inputs often label their video inputs as "Video1", Video2", etc.
   • Check to ensure your cables are connected properly
     • RCA cables (yellow video and red and white audio)
       • Your TV needs to be on one of your video input channels
       • Use your regular TV remote control rather than the TELUS TV remote to change the input for your TV. The most common names for this button are “Input”, “TV/Video”, “AV”, “Aux” or “Source”.
       • Once you have found this button cycle through the available inputs until you find the correct input for TELUS TV service
     • Coaxial cable
       • Your TV needs to be on channel 3 or channel 4

   Once you are tuned to the correct input, your TV should display your TELUS TV program.

2. What should I do if I cannot turn my TELUS TV Box on?

   • Check your TELUS TV digital box’s power cord to ensure that it is firmly plugged in to the back of the box as well as to the power outlet
   • If it is plugged into a power bar or surge protector ensure that the power bar or surge protector is on and has not tripped. If it has tripped, press the reset button on the power bar to restore power.
   • Ensure that your TV is tuned to the input that the TELUS TV digital box is connected to (see question above).
   • Ensure that your remote control is in the TELUS TV mode by pressing the "TELUS TV" button at the top of the remote control
   • The "TELUS TV" button should light up when you press it
     • If it does not light up, change the batteries in your remote control
     • If the button lights up, point the remote control at the TELUS TV digital box and press the power button
   • If the green LED light at the front of the TELUS TV digital box lights up, your box is now on and working.

3. What should I do if my remote control cannot control my TELUS TV Box and/or TV?

   • Ensure the correct mode is selected for the equipment you are trying to control
   • If you are trying to control your TELUS TV digital box press the button labelled "TELUS TV" located at the top of your remote control;
   • The button should light up when you press it. If it does not light up, please replace the batteries in your remote control.
   • Ensure that there is a clear path between the remote control and the equipment. If necessary, clean the infra-red receivers on the equipment.
   • If your remote control works with your TELUS TV digital box but not with your TV or VCR/DVD, try re-programming the remote control using the codes printed in the User Guide.

4. What should I do if pixelization occurs on only one channel?

   Please contact the TELUS helpdesk, call 310-MYTV (6988).

5. What should I do if pixelization occurs on all channels?

   Unplug all equipment for 10 seconds, then plug them back in, starting from the modem and including all devices up to the TELUS TV digital box.

   You will have one of the following modems:

   • 2 -wire
   • SpeedTouch
   • D-Link 300G

   You may also have these additional devices:

   • SMC Switch
   • HCNA

   If the problem persists, please call 310-MYTV (6988) before unplugging any equipment.

6. What should I do if the Interactive Programming Guide does not load?

   To restore a temporary loss of the Interactive Programming Guide please reset your TELUS TV digital box by unplugging the power cord from the back of the box, waiting 10 seconds, then plugging it back in.

   It will take approximately 10-15 minutes for the Interactive Programming Guide to reload. If it does not reload within this timeframe, please call 310-MYTV (6988).

7. What should I do if the Signal Unavailable message appears on only one TELUS TV box?

   Unplug the power cord from the back of the TELUS TV digital box for 10 seconds, then plug it back in.

   If the problem persists, please call 310-MYTV (6988).

8. What should I do if the Signal Unavailable message appears on all TELUS TV boxes and the Internet is affected?

   Unplug all equipment for 10 seconds then plug them back in, starting from the modem and including all devices up to the TELUS TV digital box.

   If the problem persists, please call 310-MYTV (6988).