Troubleshooting for TELUS Business customers: Freezing / choppy image (wired)

Ensure your TV is not paused and the fast forward button has 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. 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

.

Generally, the picture will freeze if there are loose cables between your devices. By tightening 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 wrenched tightly to the back of the modem

If there are any cables that go to the wall, ensure those are tight as well

Restart the modem

(To restart, unplug the power for 2 minutes and plug it back in)

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 light to come on

Locate your PVR (usually the biggest digital box in the home)

Ensure the cables are tight to the back of the 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 for 2 minutes 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 8 - 12

If the picture is still freezing, please

contact us