Freezing / Choppy image (wireless)

Follow these steps to troubleshoot your wireless digital box if the image freezes or stops while watching.

Using a wired digital box?
Visit
Freezing / Choppy image (wired)
 for help.

Note
: You can determine if your digital box is wireless by looking for the Wi-Fi signal indicator on the front of the box

Video image is pixelated (tiny squares), stops/stutters and image quality does not appear as it should

  1. TV feed freezing or stopping while you are watching it, and are experiencing audio drop-outs to see if your issue is only on one channel. Chances are the problem will be resolved shortly

  2. 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

TV feed freezes or stops and experiencing audio drop-outs

  1. Confirm there are no outages in your area by visiting
    telus.com/outage

  2. Confirm if your wireless digital box is receiving enough signal from your TELUS modem by ensuring the wireless signal indicator is green and not red

    • If the signal indicator is red please follow visit
      Low or red signal strength
       for instructions

    • If the signal indicator is green, follow the appropriate instructions depending on what equipment you have:

T3200M and wireless digital box

  1. Confirm Wi-Fi is working with a different device

  2. If Wi-Fi is not working, please see Internet troubleshooting

  5. If you are trying to watch a recording, try a different digital box

  6. If the recording is also affected, please troubleshoot the connection to the PVR

    • Note
      : Recording will not be able to be recovered, however our On Demand section contains a large selection of shows. You may be able to find the show you missed

Modem, Wireless Access Point (WAP) and wireless digital box

  1. Confirm Wi-Fi is working with a different device

  2. If Wi-Fi is not working, visit please see Internet troubleshooting

  3. Ensure the ethernet cable between the modem and the WAP is tight into the back of both devices

    • Ethernet cable should be plugged into a LAN (yellow) port on the back of the modem

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