Is your Optik TV picture lower quality than usual? Log in to My TELUS to automatically test and fix issues affecting video quality. If you need help, you can request a callback with a support representative.
These steps will be most helpful if your TV picture keeps stopping or blurring and the audio keeps cutting out on your wired digital box. (Ethernet ports and cables used for connecting your wired devices are highlighted in the image below.)
A wired device will have an Ethernet cable connected directly between the PVR/digital box and the modem.
If your TV feed keeps on freezing or stopping while you are watching it, there may be something wrong with the connection between the TELUS modem and your digital box. This can also be noticed during recordings.
Ensure your TV is not paused and the fast forward button has not been pressed. This will cause the image to appear to be freezing. You can confirm it is playing at normal speed if there is no green bar along the bottom of your screen with a line moving across from left to right.
Attempt these troubleshooting steps to resolve the issue:
Check a different channel to see if your issue is only on one channel. If the problem is with one channel only, the problem should be resolved shortly. Check back in a few minutes.
Similarly, you may encounter coloured bars or a message saying “programming unavailable.” If this is the case, there is an issue with the channel and programming will resume once the outage is resolved.
Confirm there are no outages in your area by visiting
Generally, the picture will freeze if there are loose cables between your devices. By tightening the cables you ensure there is no gap where the information could be getting lost while being transmitted.
Recordings that were affected will not be able to be fixed. You can find a vast majority of shows under our On Demand section to catch up on your favorite shows should any be difficult to watch due to picture quality issues.