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.
Attempt these troubleshooting steps to resolve the issue:
Ensure your TV is not paused and the fast forward button has 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
Check a different channel to see if your issue is only on one channel. Chances are the problem will be resolved shortly
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.
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
Power off all of your digital boxes
Locate your TELUS modem
Ensure all the cables are connected and wrenched tightly to the back of the modem
If there are any cables that go to the wall, ensure those are tight as well
: 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.