Troubleshoot TELUS TV+

Learn how to fix Wi-Fi, audio and video issues related to your TELUS TV Digital Box.

TELUS TV Digital Box: General troubleshooting

1. How to log in  on Android TV/Smart TV

Your TELUS TV Digital Box should log you in automatically to the TELUS TV+ app during your first installation. If your automatic login fails, you will need to manually log in with your My TELUS username and password. 

Note
: If you have forgotten or need to reset your username or password, please visit telus.com/MyTELUS
. 

2. How to log in on Apple TV

IF you are having issues logging into TELUS TV+ on your Apple TV, follow these steps:

Go to Settings
Access Users and Accounts
Select TV provider
Ensure the toggle next to TELUS TV+ is off
Sign out, and attempt to sign in with your My TELUS username and password.

3. How to check your Internet connectivity

In case of issues with TELUS TV Digital Box performance or if a warning message appears notifying you that your internet connection may not be optimal or has been lost, check your Wi-Fi connection or try rebooting your box.

To check your Wi-Fi connection and signal strength, navigate from the home screen to
Settings
→
Device settings
→
Network and Internet
. You will see a list of available networks, including any to which you are currently connected. To check your signal strength, select the Wi-Fi network you are connected to and scroll down to
Signal strength
. You may also select
Forget this network
to disconnect
To reboot your TELUS TV Digital Box, navigate from the home screen to
Settings
→
Device settings
→
Device Preferences
→
About
→
Reboot
If you have a weak Wi-Fi signal, try moving your TELUS TV Digital Box to a location where a stronger signal strength is available or connect with an Ethernet cable (not supplied)

4. TELUS Remote

How to pair your TELUS Remote and your TELUS TV Digital Box

Your TELUS Remote is able to control your TELUS TV Digital Box using Infrared (IR) connectivity by default right out of the box
For the most reliable connection, it is recommended to pair your TELUS Remote with your TELUS TV Digital Box using Bluetooth. Bluetooth connectivity has a longer working range than IR and does not require a direct line of sight between the remote and box. This gives you more freedom for where you place your TELUS TV Digital Box. Bluetooth connectivity is also required for Google Assistant connectivity. Please see the section on how to
use voice control for TELUS TV Digital Box
for more information
During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be prompted to pair your TELUS Remote with your TELUS TV Digital Box via Bluetooth. In most cases, your remote will pair automatically. You will see
Status: Remote control paired
once the TELUS Remote has been successfully paired. If you do not see this after 10 to 15 seconds, simply press the
7
and
9
buttons for three seconds to pair. If your remote becomes unpaired at any time, you can always reconnect by pressing the
7
and
9
buttons for three seconds. If your remote is unresponsive, check your batteries, or try unpairing and re-pairing the remote by following these steps:

Press and hold the
4
and
6
buttons until the LED on your TELUS Remote lights up solid green
Press
OK
and wait for the LED to flash green twice (the remote has now been unpaired from your TELUS TV Digital Box)
Press any key and wait a few seconds (this will cause your remote to connect via IR mode)
The LED should now be flashing white with any key press
Press the
OK
button on the remote while pointing the remote at your TELUS TV Digital Box. This will trigger the Bluetooth pairing mechanism between your TELUS Remote and TELUS TV Digital Box

If all of the above fails, please contact us
 for a replacement.

How to control your TV with your TELUS Remote

During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be given the option of controlling your TV’s power and volume using the TELUS Remote
When prompted with the screen asking ‘Would you like to control your TV using your remote’ select
Yes
to proceed. Your TELUS TV Digital Box should automatically recognize the make of your TV and you will be prompted to test the volume buttons. If they are working, select
Yes, continue
to proceed with your setup. If they aren’t working, select
No, try again
to retry
If your TELUS TV Digital Box cannot identify your TV make, you can select it from a drop-down menu and proceed with testing the volume buttons
At any point after the first-time installation, you can choose to control your TV using your TELUS Remote. From the
Home
screen, navigate to
Settings
→
Device settings
→
Remotes & Accessories
→
Program Remote with TV/Home Theatre
and follow the steps on screen

Please note
 that controlling speakers and home theatres with the TELUS Remote is not currently supported.

How to factory reset your TELUS Remote

To restore your TELUS Remote to original factory settings:

Press and hold the
1
and
9
buttons simultaneously on the remote number pad for 4 seconds
When you see a solid green LED on the remote, press
OK
. The green LED will turn off and a white LED will start flashing
Once the white LED starts flashing, the factory reset is complete. You can now set up the TELUS Remote as detailed in the
Pairing your TELUS Remote with your TELUS TV Digital Box
section above

For more information on the TELUS Remote including Google Assistant, checking battery life and keeping your TELUS Remote up to date, please visit the TELUS Remote support page
.

How to factory reset your TELUS TV Digital Box

To factory reset your TELUS TV Digital Box, navigate from the home screen to Settings → Device Preferences → Factory reset
. 

Please note
 that this will erase all data from the box, including any downloaded applications or saved passwords. Factory resetting your TELUS TV Digital Box should be done as a last resort.

TELUS TV Digital Box: Device preferences and settings

1. Accessibility

To enable Closed Captioning or Described Video, navigate to Settings
 from your Home screen.

To customise other accessibility preferences such as Closed Captioning appearance, high-contrast text and colour settings, navigate from your Home screen to Settings
 → Device settings
 → Device Preferences
 → Accessibility
.

2. Google account

To make the most of your entertainment experience, we recommend that you sign in to your Google account. This will give you access to thousands of apps available for download from the Google Play Store to help you access the content you enjoy. 

Please note that Netflix, Amazon Prime Video and YouTube come pre-installed on the TELUS TV Digital Box.

At any time, you can sign in or out of your Google account. From the Home
 screen, navigate to Settings
 → Device settings
 → Accounts & Sign-In
. Please note that if you sign out of your Google account, any applications that you have downloaded from the Google Play Store may not receive automatic updates.

3. Google Assistant

During the first-time setup of your TELUS TV Digital Box, you can choose whether to enable Google Assistant voice control on your TELUS remote. 

Note
: A Google Account login is not required to access Google Assistant voice control functionality. 

At any time, you can change your Google Assistant settings and preferences. From the Home
 screen, navigate to Settings
 → Device settings
 → Device Preferences
 → Google Assistant
.

4. Language

Change your language between English (Canada), English (United States) or French from the Home screen by navigating to Settings
 → Language preferences
.

5. Screensaver

Your screen saver is currently set to turn on after 15 minutes of inactivity while browsing, and your TELUS TV Digital Box is set to go to sleep after four hours of inactivity. 

Note
: Your screen saver will not turn on while your TELUS TV Digital Box is in playback mode, playing live TV or On Demand programming.

To customise your screen saver and sleep preferences, from the Home
 screen, navigate to Settings
 → Device Settings
 → Device preferences
 → Screensaver
.

You can choose what to display for your screen saver. Choices include:

Turn screen off
Backdrop (a selection of images)
Colours (a moving coloured display)

You can customise how long it should take for the screen saver to activate after a period of inactivity. Time intervals include 5 minutes, 15 minutes, 30 minutes, 1 hour, 2 hours or never.

You can also customise when your TELUS TV Digital Box should go to sleep after a period of inactivity. Time intervals include 30 minutes, 1 hour, 2 hours, 3 hours, 4 hours, 8 hours or never.

6. Errors with filtering the Guide

Pressing the Options
 button while in the Guide
 should give you filter options to show only Subscribed or Favourited channels. 

In the case that the filter options are not showing, log out of your TELUS TV Digital Box then log back in, navigating from the Home
 screen to Settings
  → Account Information
 → Switch account
 → Log out

7. System sounds

Your TELUS TV Digital Box is set to make a small sound whenever your TELUS Remote buttons are pressed to navigate the user interface. To turn this sound off, navigate from the Home
 screen to Settings
 → Device Settings
 → Device preferences
 → Sound
.

TELUS TV Digital Box: Buttons, Inputs, and LED Reference

Your TELUS TV Digital Box features the following buttons:

Power
: Turn the TELUS TV Digital Box on and off using the power button on the front of the unit.

Bluetooth
: Turn on Bluetooth pairing using the Bluetooth button on the side of the unit. You can also connect Bluetooth accessories from the Home screen by navigating to Settings → Device Settings → Remotes & Accessories → Add accessory
.

Your TELUS TV Digital Box features the following inputs:

Optical audio
: Optionally connect your TELUS TV Digital Box to other audio outputs using Optical audio or TOSLINK cables (not included).

Ethernet
: Optionally connect your TELUS TV Digital Box to your internet access point with an Ethernet cable (not included) for the most reliable connection. 

HDMI
: Connect your TELUS TV Digital Box to your TV using the supplied HDMI cable. 

Power
: Connect your TELUS TV Digital Box to a wall receptacle using the included Power Supply. 

USB 2.0
: You can choose to connect USB accessories, such as keyboards, to control your TELUS TV Digital Box using the USB input on the left-hand side of the unit.

Your TELUS TV Digital Box has an LED on the underside of the box at the front. The colour of the light and whether it is solid or flashing indicate different states that the box is in.

No colour
:
If the LED is not illuminated, the TELUS TV Digital Box is either unplugged or in deep standby mode. Press the power button on the TELUS Remote to power the box on.

Blue
:
If the LED is illuminated a solid blue colour, the TELUS TV Digital Box is in stand-by mode. Press the power button on the TELUS Remote to power the box on.

A flashing blue LED indicates that the box is either waking up or is undergoing a factory reset.

White
:
If the LED is illuminated a solid white colour, the TELUS TV Digital Box is powered on. The LED will blink once to acknowledge that a button on the TELUS Remote has been pressed.

A flashing white LED indicates that the box is undergoing a software upgrade.

TELUS TV Digital Box: Technical specifications

TELUS TV+ browser and app: General troubleshooting

1. Poor TELUS TV+ app performance

If your TELUS TV+ app is behaving slowly or having other performance issues, please try the steps below first.

For TELUS TV+ mobile app users
: Update your app with the latest version, then restart the app.
For TELUS TV+ browser users
:
1. Access your browser settings and clear the cookies.
2. Enable cookies in your browser, and disable any ad-blocking extensions you may have installed, as this may interfere with the browser’s functionality.
3. Refresh
  telustvplus.com
  .

2. Login issues on Android OS or browser

If you are having trouble logging into the TELUS TV+ app or browser, please try the solutions on this page
 for assistance. 

3. Login issues on iOS

If you are having trouble logging into the TELUS TV+ app on your Apple device, please follow the steps outlined below: 

Go to
Device Settings
Select
TV Provider
Sign out
Ensure that the button next to TELUS TV+ access is
off
Exit
Device Settings
Open the TELUS TV+ app
Select
Settings
, located at the bottom-right corner
If you get a pop up asking to select TELUS TV+ as a TV Provider, decline the request
Select
Login
Manually enter your My TELUS credentials.

Note:
 If you have forgotten or need to reset your username or password, please visit telus.com/MyTELUS
.

If you are still having trouble logging into the TELUS TV+ app, please visit this page
. 

4. Video not loading or poor quality video

If you experience poor video quality while using the TELUS TV+ mobile app or browser, please try the following: 

Check for internet outages in your area.
Perform a reset of TELUS TV+.
For TELUS TV+ mobile app users
: Update your app with the latest version, then restart the app.
For TELUS TV+ browser users
: Clear your browsing history and restart your device.

For more information to improve Wi-Fi, see below in the Wi-Fi troubleshooting for TELUS TV+
 section. 

Playback Performance for TELUS TV+ on Android

The TELUS TV+ app for Android devices has a feature called Playback Performance
. This feature was built for devices that need a bit of extra help rendering video. 

Follow these steps to turn on this feature:

Go to
Settings
Turn on “Playback performance”
Follow on-screen prompts to restart the app.

5. Concurrent stream error displayed

If you experience a concurrent stream error on your TELUS TV+ device, please wait 10 minutes and then refresh or restart the TELUS TV+ application or browser page. 

Note
: TELUS TV+ supports a maximum of seven concurrent streams; a maximum of two can be used away from your TELUS Home Internet. 

Wi-Fi troubleshooting for TELUS TV+

You may have trouble connecting to Wi-Fi in certain areas of your home. This is because the farther away you are from your Wi-Fi modem, and the more obstacles in the way, especially concrete and metal obstacles, the weaker the signal. If you are experiencing problems with your Wi-Fi, try the steps below. 

1. Modem placement

Modem placement is critical in obtaining good Wi-Fi coverage. If your modem is located on the floor, move it to a higher ground if possible.

If your modem has external antennas, it may help to adjust their positioning.

Your TELUS technician should have positioned your modem and its antennas for the best Wi-Fi performance. If the antenna position has accidentally changed, you can re-adjust to get better Wi-Fi performance.
 
Now press the refresh button on your TELUS TV screen to see if you get green or yellow bars for signal strength.

2. Remove interference

Certain devices can interfere with your Wi-Fi signal. These include cordless phones, baby monitors, microwave ovens, Bluetooth-enabled devices, other Wi-Fi modems and Wi-Fi extenders or repeaters.

Move such devices as far away from your Wi-Fi modem as possible.

Now press the Refresh
 button on your TELUS TV screen to see if you get green or yellow bars for signal strength.

3. Reboot your Wi-Fi modem or Wi-Fi extender

When you reboot your Wi-Fi modem, the software reloads and can resolve common issues.

To restart your Wi-Fi modem, follow these steps
.

Additional options

If the above steps don’t solve the problem, here are a couple of other options that may help:

You can ‌connect your TELUS TV Digital Box by Ethernet cable
You may want to upgrade to Wi-Fi Plus. This will extend your Wi-Fi range and improve internet access. For more information, please visit
Wi-Fi Plus
.

Audio and visual quality on TELUS TV+

Buffering issues

Your TELUS TV Digital Box streams video over your TELUS Internet connection. If you are using the Internet for other activities such as online browsing, watching YouTube, playing games or checking email, you may see some buffering on your screen.

To improve performance, we suggest exiting one or more Internet applications in use and turning off some of the devices connected to the same network as your TELUS TV Digital Box.

Video lag

If you're experiencing a lagging issue resulting in poorer than normal video quality, it may be due to your Internet speed. It could also be a result of having too many applications or programs consuming your network bandwidth.

Learn more about our speed test and get tips on streaming video settings by checking out our Internet speed explained
 article.

Error messages

Having issues with your TELUS TV Digital Box? Many issues may be resolved by rebooting your device. 

To reboot your TELUS TV Digital Box from the Home
 screen, navigate to Settings
 → Device Settings
 → Device Preferences
 → About
 → Reboot
. Alternatively, you can unplug your TELUS TV Digital Box for 15 seconds and plug it in again.

If the issue persists, the table below outlines error codes and error messages found on Pik TV and Optik TV and how best to resolve them.

Experience gaps

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Learn about accessibility at TELUS

Troubleshoot TELUS TV+

TELUS TV Digital Box: General troubleshooting

TELUS TV Digital Box: Device preferences and settings

TELUS TV Digital Box: Buttons, Inputs, and LED Reference

TELUS TV Digital Box: Technical specifications

TELUS TV+ browser and app: General troubleshooting

Wi-Fi troubleshooting for TELUS TV+

Audio and visual quality on TELUS TV+

Error messages

Experience gaps

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