Troubleshoot TELUS 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, or

try our My TELUS login troubleshooting tool

.

: If you have forgotten or need to reset your username or password, please visit

telus.com/MyTELUS

.

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

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.

If all of the above fails, please

contact us

for a replacement.

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

To restore your TELUS Remote to original factory settings:

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

.

To factory reset your TELUS TV Digital Box, navigate from the home screen to .

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.

To enable Closed Captioning or Described Video, navigate to 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 → → → .

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 screen, navigate to → → . 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.

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.

: 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 screen, navigate to → → → .

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

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.

: 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 screen, navigate to → → → .

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

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.

Pressing the button while in the 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 screen to → → →

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 screen to → → → .

Your TELUS TV Digital Box features the following buttons:

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

: 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 .

Your TELUS TV Digital Box features the following inputs:

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

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

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

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

: 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.

: 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.

: 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.

: 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.

The TELUS TV Digital Box features the following technical specifications:

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.

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.

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

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

To restart your Wi-Fi modem, follow

these steps

.

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

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.

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.

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

If you are having trouble logging into the TELUS TV+ app or browser, please try the solutions on

this page

for assistance.

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

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

.

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

For more information to improve Wi-Fi, see below in the section.

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

Follow these steps to turn on this feature:

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.

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

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 screen, navigate to → → → → . Alternatively, you can unplug your TELUS TV Digital Box for 10 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.

Is something in your TELUS TV+ experience not behaving as expected? Here is a list of known experience gaps that our development team is actively investigating on the TELUS TV+ platform. Please follow the recommended instructions as we work to resolve these issues.

More known issues with TELUS TV+ can be found on the

Optik TV Bulletin Board

.