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My TV has no video (black screen)
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.
Click here if you have a wireless digital box
If you have a wired digital box, follow these steps to restore/improve your service.
One TV affected
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
, you may need to have your digital box replaced.
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:
If using Ethernet, ensure your TELUS modem has the following:
All TVs are affected
Check if your Wi-Fi is working
Ensure the following lights on your gateway are on:
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 T3200 or wireless access point (WAP) and use the troubleshooting steps associated with your device.
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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