Troubleshoot Optik TV digital box (PVR) issues

Solutions to issues that may cause your Optik TV digital set top box to stop working

Planning an evening with a favourite show or sporting event only to find your TV service/device is not working is a major frustration. Below are some possible solutions to the most common issues you may encounter with your TELUS digital set top box (PVR). You may discover that your particular issue is not solved using these quick fixes, if that is the case then you will need to contact us for further assistance.

First Steps Checklist

  • Is the Optik TV digital box and your television plugged in and the power turned on?
  • Is the switch on your powerbar on?
  • Are all the cables connected to your devices securely engaged?
  • Is your remote working?
  • Does the remote need new batteries?
  • Verify that no object is blocking the remote signal to the set top box

IF the problems are not this simple the next question is to check how many STB are having a problem

If it is one STB, we focus on checking power and connectionsIf it is one or more but not all we check the wiring types – Ethernet to Cable to see if the customer has mixed wiring and one of they types are a problemFinally if we see that all STB are out, we get the customer to start checking at the gateway, then the PVR , then STB’s


My TV is on but my digital box is off

  • If your TV is on, but the oval light surrounding the power button is not green, press OK on your remote.

My digital box doesn’t respond to my remote

  1. Press the Power button on the front of the box. (Don't use the Optik TV remote in case the batteries are low.)
  2. If you can now see programming:
    • Ensure there’s nothing blocking the remote’s signal from reaching your TV
    • Check that your remote is set to the right mode/input
    • Ensure the batteries are fresh and installed properly

Some of my digital boxes are not working, some are

For the non-working box(es), select which of the following best describes what you’re seeing?

None of the box’s lights are on, nothing is on the TV

  1. Check the power source
    • If the digital box is plugged into a power bar:
      • Make sure the power bar is turned on
      • Check to see if other electronics plugged into the power bar have power
    • If the digital box is plugged into a power outlet:
      • Ensure it’s a working power outlet by testing with other electronics
      • Try plugging the digital box power cord into another outlet
      • Unplug the digital box power cord from the outlet and plug it back in
  2. Press OK on the remote
    If the digital box’s oval power light is not green, press OK on the remote.
  3. Press the Power button on the box
    Press the Power button on the front of the box (not the remote).
  4. Check your remote
    If the power button turns the box on and you can now see programming:
    • Ensure there’s nothing blocking the remote’s signal from reaching your TV
    • Check that your remote is set to the right mode/input
    • Ensure the batteries are fresh and installed properly
  5. Power is on but no picture
    If the power light comes on but the TV still doesn’t have a picture, visitMY TV has no signal.
  6. Reboot the box
    If the digital box still does not work, try rebooting it. Simply unplug it, then plug it back in.
    If your digital box or PVR continues to be unresponsive, it may need to be replaced. Please contact us at 310-MYTV (310-6988)

Power light is on, but the green Link light is off

If the green link light is off, check which type of connection you have:

Follow the appropriate instructions below.

ETHERNET

  • Try reseating: unplug and replug the cables at the digital box, wall and modem
  • Try a different LAN port on your modem
  • Try a different ethernet cable if possible
  • If the Link light comes on, reboot the box (simply unplug it, then plug it back in)

If the Link light is still off, please call us at 310-MYTV (310-6988).

COAX

  • Check to see if the HPNA light on your modem is on
  • If the light is off, verify all the connections are secure
  • If the HPNA light comes on and the Link light is on, reboot the digital box (simply unplug it, then plug it in again)

If the Link light is still off, contact us at 310-MYTV (310-6988)

No connection

If you have no connection, please connect an ethernet or coaxial cable into the box to confirm if that brings the Link light and picture back to your TV.

If the Link light is still off, try rebooting the gateway and then reboot the digital box. If you are still experiencing a problem please call us at 310-MYTV (310-6988).

Power and Link lights are on

  • If you have an ETHERNET connections, try reseating the cables at the digital box, wall and modem ends
  • If your connection is COAX, ensure all the connections are tight
  • Reboot your digital box. (Simply unplug it, then plug it in again)
  • If the box is still not working, please call us at 310-MYTV (310-6988)

None of my digital boxes are working

If the problem affects all of your Digital boxes:

  1. Confirm that your Internet is working by surfing to a favourite website
  2. Check your modem to see if the wires connecting your digital boxes are tight and that the lights are on:
    • If you are connecting via COAX you should see the HPNA light on. If the HPNA light is not on, check the connections and retighten if any are loose
    • If you are connecting via ETHERNET you should see the Ethernet lights on. If they are not on, unplug the cable and plug it back in again
  3. Restart your modem, PVR and digital boxes – in this order:
    1. Unplug the modem, wait 5 seconds, then plug it back in
    2. Once the modem is running, unplug and plug in the PVR
    3. Then, if necessary, unplug and replug any other digital boxes that were not working
    4. If there are still some TVs not working, go to Some of my digital boxes are not working, some are

If you still do not have TV service on any of your digital boxes, please call us at 310-MYTV (310-6988).

Does my digital box need to be replaced?

Your digital box may need to be replaced if you experience either of these two scenarios:

  1. You see ALL of the following:
    • All lights on the front of the box are on:
      • Green oval ring surrounding the power button
      • Green link light
      • Blue HD light, and
      • Red recording light
    • Box doesn’t respond to your remote
    • You can't turn off the box by pressing the power button
    • No picture on your TV
  2. You see a a RED X with a 1-9 or 10 underneath

    If you are experiencing either of these scenarios, please call 310-MYTV (310-6988).


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