Troubleshooting for TELUS Business customers: Digital set-top box issues

Solve most issues you'll encounter with your TELUS Business Optik TV digital set top box using one of these solutions.

First troubleshooting steps

For the non-working digital box(es), follow the set of instructions which best describe what you’re seeing:

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
Press OK on the remote.
If the digital box’s oval power light is not green, press OK on the remote
Press the Power button on the box.
Press the Power button on the front of the box (NOT the remote)
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
Power is on, but no picture.
If the power light comes on but the TV still doesn’t have a picture, make sure your TV is on the right input
Reboot the box.
If the digital box still does not work, try rebooting it. Simply unplug it, wait 10 seconds and then plug it back in. The reinitialization can also take up to 2 minutes

If your digital box is unresponsive, it may need to be replaced. Please contact us through chat
 or by phone
 for assistance.

If the green link light is
off
, follow the instructions corresponding to the type of connection you have:

Try reseating.
Unplug the cables from the digital box and modem, then plug them back in
Try a different LAN port
on your modem
Try a different ethernet cable,
if possible
Reboot the box.
Simply unplug it, wait 10 seconds, and then plug it back in. The reinitialization can also take up to 2 minutes

If the Link light is off on the wireless digital box, try rebooting the modem
, then rebooting the digital box.

To reboot your digital box, simply unplug it, wait 10 seconds, and then plug it back in. The reinitialization can take up to 2 minutes 

Reboot the box
. Simply unplug it, wait 10 seconds, and then plug it back in. The reinitialization can take up to 2 minutes 

If the box is still not working, please contact us through chat
 or by phone
 for further assistance.