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Black screen

My TV has no video

If you have a wired digital box, follow these steps to restore/improve your service:

One TV Affected

Action

Details

Confirm the TV is on and the power light on your digital box are on.

  • If no lights are on your digital box, confirm power to the digital box by pushing the
    OK
    button on the remote.

  • If no lights come on the remote when you push the buttons, makes sure nothing is blocking the signal from the remote to the digital box.

  • If this does not work, try using the power button on the front of the digital box.

  • If the light comes on when using the button on the box, check the batteries in your remote. For more information, visit
    Troubleshoot your remote control for Optik TV
    .

Check that the cables have not moved or loosened.

Confirm both ends of all cables are firmly plugged in:

  • Power to the wall

  • Ethernet / coax to the modem or the wall

  • HDMI / Component to the TV

Check that the TV is set to the appropriate input (usually HDMI 1 or Component) based on the cable connecting your digital box to your TV.

  • Check which input the cable from your digital box is connected to on the back of your TV.

  • Set the input on your TV to the same label as the cable connected between your TV and digital box.

  • You can contact your TV manufacturer for information on how to change input on your specific TV.

If all of these steps fail to help, reboot your digital box by unplugging the power for 15 seconds.

If this does not work, please
contact us
.

Note
: If in the unusual case, the power light does not flash when using the remote and all lights on the front of the Digital Box are on (power, link, HD, and record),
contact us
. You may need to have your Digital box replaced.

Some TVs affected

  1. Ensure the link light on your digital box is on.

  2. Identify how the digital boxes are connected back to the modem (i.e. coax or Ethernet).

  3. If you're using coax:

    • Ensure your TELUS modem has the following:

    Modem

    Light

    Status

    hello
    T1200 modem

    HPNA

    On and blinking

    hello
    T3200 modem

    Coax

    On and blinking

    • Ensure the coax cable is tight.

    • If the light is not on, reboot your TELUS modem by unplugging the power cable for 15 seconds.

  4. If you're using Ethernet:

    • Ensure your TELUS modem has the following:

    Modem

    Light

    Status

    hello
    T1200 modem

    LAN 1/2/3/4

    On and blinking

    hello
    T3200 modem

    LAN 1/2/3/4

    On and blinking

    • Ensure the Ethernet cable is tight into all walls/boxes that you find along the way.

    • If the light is not on, reboot your TELUS gateway by unplugging the power cable for 15 seconds.

    • Try a different cable if available.

All TV's affected

  1. Check if your Wi-Fi is working.

  2. Ensure the following lights on your gateway are on:

    Modem

    Light

    Status

    hello
    T1200 modem

    LAN 1/2/3/4

    On and blinking

    hello
    T3200 modem

    LAN 1/2/3/4

    On and blinking

  3. Reboot devices in the following sequence:

    • Modem

    • PVR

    • All remaining boxes

If issue persists,
contact us
.

If you have a wireless digital box, follow these steps to restore/improve your service:

Confirm what equipment you have

Identify whether you have a T3200 or wireless access point and use the troubleshooting steps associated with your device.

hello
T3200 modem

hello
Wireless Access Point

T3200M and wireless digital box

Modem, WAP and wireless digital box

  1. Ensure your:

    • Modem, TV and wireless digital box are powered on.

    • The HDMI cable is securely connected to the wireless digital box and TV.

    • TV is on the correct HDMI input.

  2. Confirm your Wi-Fi is working using another wireless device.

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

  4. If Wi-Fi is working, adjust the location of the wireless digital box and modem to shorten the distance between the devices.

    • Try to minimize the barriers between your WAP and wireless digital box; barriers include walls, floors and metal (e.g. heating ducts).

    • The wireless digital box signal strength indicator should have at least 4 bars for optimal TV performance.

  5. If signal strength does not improve, reboot your modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored.
    Note
    : If the problem persists, reboot your wireless digital box.

  1. Ensure your:

    • Modem, TV, WAP and wireless digital box are powered on.

    • The HDMI cable is securely connected to the wireless digital box and TV.

    • TV is on the correct HDMI input.

  2. Confirm your Wi-Fi is working using another wireless device.

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

  4. Ensure the switch on the back of the WAP is switched to ‘AP.’

  5. If Wi-Fi is working, adjust the location of the wireless digital box, WAP and modem to shorten the distance between devices.

    • Try to minimize the barriers between your WAP and wireless digital box; barriers include walls, floors and metal (e.g. heating ducts).

    • The wireless digital box signal strength indicator should have at least 4 bars for optimal TV performance.

  6. If signal strength does not improve, reboot your WAP and modem by unplugging the power source for 10 seconds. Allow for 2 minutes for TV to be restored.
    Note
    : If the problem persists, reboot your wireless digital box.

Note
: Restarting or resetting your equipment may only provide a temporary fix to your problem. If you find the issue reoccurs
contact us
 in order for us to identify and fix the root cause of your problem.

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