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Optik TV video quality troubleshooting
Fix pixelated, freezing or choppy video with these steps
Troubleshoot quickly with our automated wizard
Log in to My TELUS to automatically test and fix issues affecting video quality. If you need help, you can request a callback with a support representative.
Unable to log in? Use the steps below.
Things to check before troubleshooting
- Ensure your TV is not paused and the fast forward button has not been pressed. This will cause the image to appear to be freezing. You can confirm it is playing at normal speed if there is no green bar along the bottom of your screen with a line moving across from left to right
- Check a different channel to see if your issue is only on one channel. If so, chances are the problem will be resolved shortly. Similarly, you may encounter coloured bars or a message saying “programming unavailable.” If this is the case, there is an issue with the channel and programming will resume once the outage is resolved
- Confirm there are no outages in your area by visitingtelus.com/outages
Using a wired digital box? Follow these steps
A wired digital box setup will have an Ethernet cable connected between the PVR/digital box and the modem. This could also be connected with wiring through wall jacks, MoCA and/or coaxial cables.
Generally, the picture will freeze if there are loose cables between your devices. By securing the cables you ensure there is no gap where the information could be getting lost while being transmitted.
- Power off all of your digital boxes
- Locate your TELUS modem
- Ensure all the cables are connected and if there are coaxial cables, wrench tight to the back of the modem
- If you are using an audio or video receiver between the TELUS TV box and your TV, connect the TELUS box directly to the TV for troubleshooting purposes
- If there are any cables that go to the wall, ensure those are tight as well. You may also have a device called a MoCA adapter. Ensure any cables to it are tight or secure as well
MoCA adapters - Reboot your modem by unplugging the power source for 10 to 20 seconds
- Wait for the Internet light to be green and blinking. If you are using an Ethernet cable, wait for the corresponding LAN light to come on
- If you are using a coaxial cable, wait for the HPNA/COAX light on the modem to come on. If you have COAX and a black adapter that plugs into the power, please check and make sure the adapter is plugged in and the lights are solid
- Locate your PVR/digital box
- Ensure the cables are tightly connected to the back of the PVR/digital box
- If there are any cables that go to the wall, ensure those are tight as well
- Remove the power cable from the back of the PVR/digital box for 10 to 20 seconds and plug it back in
- Turn your TV on and watch the screen
- Once you are able to see a show on TV, tune to a live channel (for example, channel 100)
- If the picture has improved, proceed to another digital box and repeat steps 10 - 14
If the issue persists, try troubleshooting with our automated wizard. If you need help, you can request a callback with a support representative.
Using a wireless digital box? Follow these steps
A wireless device will not have an Ethernet cable connected directly between the PVR/digital box and the modem.
You can determine if your digital box is wireless by looking for the illuminated Wi-Fi signal indicator on the front of the box.
Confirm if your wireless digital box is receiving enough signal from your TELUS modem by ensuring the wireless signal indicator is green and at least 3 of the 4 waves are also lit.
If your wireless digital box is displaying low or red signal strength, follow these steps:
- Confirm your Wi-Fi is working using another wireless device
- If Wi-Fi is not working, please seeWi‑Fi troubleshooting
- If Wi-Fi is working, reboot your modem by unplugging the power source for 10 to 20 seconds. Allow for 2 minutes for TV to be restored. Your wireless digital box should have at least 4 signal strength bars for optimal TV performance
- If the connection is not restored, reboot your wireless digital box by unplugging the power source for 10 to 20 seconds
- If the problem persists, adjust the location of the wireless digital box and modem to shorten the distance between devices where possible. To get full or more Wi-Fi bars (i.e. 4 or 5 bars) on the front of your wireless digital box, try to minimize the barriers between your modem and wireless digital box. Barriers include walls, floors and metal (e.g. heating ducts)
If the issue persists, try troubleshooting with our automated wizard. If you need help, you can request a callback with a support representative.
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