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My TV has no video (black screen)
What to do if one or more of your TVs display only a black screen.
While the set-top box is starting up or resetting, make sure not to touch any buttons and wait for the TV signal before handling the remote.
If you have a wired digital box, follow these steps to restore/improve your service.
One TV affected
Action | Details |
|---|---|
Confirm that the TV and the power light on your digital box are both on. |
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Check that the cables have not moved or loosened. | Confirm both ends of all cables are firmly plugged in;
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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. |
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Check and make sure your power source isn’t controlled by a light switch. | |
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 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
Some TVs affected
- Ensure the link light on your digital box is on.
- Identify how the digital boxes are connected back to the modem (e.g. coax or Ethernet).
- If using coax, ensure your TELUS modem has the following:ModemLightStatus
T1200 modemHPNAOn and blinking
T3200 modemCoaxOn 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
- If using Ethernet, ensure your TELUS modem has the following:ModemLightStatusT1200 modemLAN 1/2/3/4On and blinkingT3200 modemLAN 1/2/3/4On 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 TVs are affected
- Check if your Wi-Fi is working
- Ensure the following lights on your gateway are on:ModemLightStatusT1200 modemLAN 1/2/3/4On and blinkingT3200 modemLAN 1/2/3/4On and blinking
- Reboot devices in the following sequence:
- Modem
- PVR
- All remaining boxes
If issue persists,
contact us
If you have a wireless digital box
Confirm what equipment you have
Identify whether you have a T3200M modem or wireless access point (WAP) and use the troubleshooting steps associated with your device.
 T3200M modem |  Wireless Access Point |
T3200M and wireless digital box | Modem, WAP and wireless digital box |
|---|---|
Follow these steps: Ensure your modem, TV and wireless digital box are powered on. Check that the HDMI cable is securely connected to the wireless digital box and TV. Confirm that your TV is on the correct HDMI input. Confirm your Wi-Fi is working using another wireless device. If Wi-Fi is not working, please see Internet troubleshooting 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 (for example, heating ducts). The wireless digital box signal strength indicator should have at least four bars for optimal TV performance. If signal strength does not improve, reboot your modem by unplugging the power source for 10 seconds. Wait two minutes for TV to be restored. Note : If the problem persists, reboot your wireless digital box | Follow these steps: Ensure your modem, TV, WAP and wireless digital box are powered on. Check that the HDMI cable is securely connected to the wireless digital box and TV. Confirm that your TV is on the correct HDMI input. Confirm your Wi-Fi is working using another wireless device. If Wi-Fi is not working, please see Internet troubleshooting Ensure the switch on the back of the WAP is switched to ‘AP’. 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 (for example, heating ducts). The wireless digital box signal strength indicator should have at least four bars for optimal TV performance. If signal strength does not improve, reboot your WAP and modem by unplugging the power source for 10 seconds. Wait two 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
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