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Troubleshoot TELUS TV+
Learn how to fix Wi-Fi, audio and video issues related to your TELUS TV Digital Box.
Fix TELUS TV video quality
Are you seeing pixelated, freezing or choppy video when using your TELUS TV Digital Box? Start here to test and fix issues affecting video quality.
TELUS TV Digital Box: General troubleshooting
1. How to log in on Android TV/Smart TV
Your TELUS TV Digital Box should log you in automatically to the TELUS TV+ app during your first installation. If your automatic login fails, you will need to manually log in with your My TELUS username and password, or .
try our My TELUS login troubleshooting tool
Note
: If you have forgotten or need to reset your username or password, please visit telus.com/MyTELUS
2. How to log in on Apple TV
If you are having issues logging into TELUS TV+ on your Apple TV, follow these steps:
- Go toSettings
- AccessUsers and Accounts
- Select TV provider
- Ensure the toggle next to TELUS TV+ is off
- Sign out, and attempt to sign in with your My TELUS username and password.
3. How to check your Internet connectivity
In case of issues with TELUS TV Digital Box performance or if a warning message appears notifying you that your internet connection may not be optimal or has been lost, check your Wi-Fi connection or try rebooting your box.
- To check your Wi-Fi connection and signal strength, navigate from the home screen toSettings→Device settings→Network and Internet. You will see a list of available networks, including any to which you are currently connected. To check your signal strength, select the Wi-Fi network you are connected to and scroll down toSignal strength. You may also selectForget this networkto disconnect
- To reboot your TELUS TV Digital Box, navigate from the home screen toSettings→Device settings→Device Preferences→About→Reboot
- If you have a weak Wi-Fi signal, try moving your TELUS TV Digital Box to a location where a stronger signal strength is available or connect with an Ethernet cable (not supplied)
4. TELUS Remote
How to pair your TELUS Remote and your TELUS TV Digital Box
- Your TELUS Remote is able to control your TELUS TV Digital Box using Infrared (IR) connectivity by default right out of the box
- For the most reliable connection, it is recommended to pair your TELUS Remote with your TELUS TV Digital Box using Bluetooth. Bluetooth connectivity has a longer working range than IR and does not require a direct line of sight between the remote and box. This gives you more freedom for where you place your TELUS TV Digital Box. Bluetooth connectivity is also required for Google Assistant connectivity. Please see the section on how tofor more informationuse voice control for TELUS TV Digital Box
- During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be prompted to pair your TELUS Remote with your TELUS TV Digital Box via Bluetooth. In most cases, your remote will pair automatically. You will seeStatus: Remote control pairedonce the TELUS Remote has been successfully paired. If you do not see this after 10 to 15 seconds, simply press the7and9buttons for three seconds to pair. If your remote becomes unpaired at any time, you can always reconnect by pressing the7and9buttons for three seconds. If your remote is unresponsive, check your batteries, or try unpairing and re-pairing the remote by following these steps:
- Press and hold the4and6buttons until the LED on your TELUS Remote lights up solid green
- PressOKand wait for the LED to flash green twice (the remote has now been unpaired from your TELUS TV Digital Box)
- Press any key and wait a few seconds (this will cause your remote to connect via IR mode)
- The LED should now be flashing white with any key press
- Press theOKbutton on the remote while pointing the remote at your TELUS TV Digital Box. This will trigger the Bluetooth pairing mechanism between your TELUS Remote and TELUS TV Digital Box
If all of the above fails, please for a replacement.
contact us
How to control your TV with your TELUS Remote
- During the first-time installation or following a factory reset of your TELUS TV Digital Box, you will be given the option of controlling your TV’s power and volume using the TELUS Remote
- When prompted with the screen asking ‘Would you like to control your TV using your remote’ selectYesto proceed. Your TELUS TV Digital Box should automatically recognize the make of your TV and you will be prompted to test the volume buttons. If they are working, selectYes, continueto proceed with your setup. If they aren’t working, selectNo, try againto retry
- If your TELUS TV Digital Box cannot identify your TV make, you can select it from a drop-down menu and proceed with testing the volume buttons
- At any point after the first-time installation, you can choose to control your TV using your TELUS Remote. From theHomescreen, navigate toSettings→Device settings→Remotes & Accessories→Program Remote with TV/Home Theatreand follow the steps on screen
Please note
that controlling speakers and home theatres with the TELUS Remote is not currently supported.How to factory reset your TELUS Remote
To restore your TELUS Remote to original factory settings:
- Press and hold the1and9buttons simultaneously on the remote number pad for 4 seconds
- When you see a solid green LED on the remote, pressOK. The green LED will turn off and a white LED will start flashing
- Once the white LED starts flashing, the factory reset is complete. You can now set up the TELUS Remote as detailed in thePairing your TELUS Remote with your TELUS TV Digital Boxsection above
For more information on the TELUS Remote including Google Assistant, checking battery life and keeping your TELUS Remote up to date, please visit the .
TELUS Remote support page
How to factory reset your TELUS TV Digital Box
To factory reset your TELUS TV Digital Box, navigate from the home screen to
Settings → Device Preferences → Factory reset
. Please note
that this will erase all data from the box, including any downloaded applications or saved passwords. Factory resetting your TELUS TV Digital Box should be done as a last resort.TELUS TV Digital Box: Device preferences and settings
1. Accessibility
To enable Closed Captioning or Described Video, navigate to
Settings
from your Home screen.To customise other accessibility preferences such as Closed Captioning appearance, high-contrast text and colour settings, navigate from your Home screen to
Settings
→ Device settings
→ Device Preferences
→ Accessibility
.2. Google account
To make the most of your entertainment experience, we recommend that you sign in to your Google account. This will give you access to thousands of apps available for download from the Google Play Store to help you access the content you enjoy.
Please note that Netflix, Amazon Prime Video and YouTube come pre-installed on the TELUS TV Digital Box.
At any time, you can sign in or out of your Google account. From the
Home
screen, navigate to Settings
→ Device settings
→ Accounts & Sign-In
. Please note that if you sign out of your Google account, any applications that you have downloaded from the Google Play Store may not receive automatic updates.3. Google Assistant
During the first-time setup of your TELUS TV Digital Box, you can choose whether to enable Google Assistant voice control on your TELUS remote.
Note
: A Google Account login is not required to access Google Assistant voice control functionality. At any time, you can change your Google Assistant settings and preferences. From the
Home
screen, navigate to Settings
→ Device settings
→ Device Preferences
→ Google Assistant
.4. Language
Change your language between English (Canada), English (United States) or French from the Home screen by navigating to
Settings
→ Language preferences
.5. Screensaver
Your screen saver is currently set to turn on after 15 minutes of inactivity while browsing, and your TELUS TV Digital Box is set to go to sleep after four hours of inactivity.
Note
: Your screen saver will not turn on while your TELUS TV Digital Box is in playback mode, playing live TV or On Demand programming.To customise your screen saver and sleep preferences, from the
Home
screen, navigate to Settings
→ Device Settings
→ Device preferences
→ Screensaver
.You can choose what to display for your screen saver. Choices include:
- Turn screen off
- Backdrop (a selection of images)
- Colours (a moving coloured display)
You can customise how long it should take for the screen saver to activate after a period of inactivity. Time intervals include 5 minutes, 15 minutes, 30 minutes, 1 hour, 2 hours or never.
You can also customise when your TELUS TV Digital Box should go to sleep after a period of inactivity. Time intervals include 30 minutes, 1 hour, 2 hours, 3 hours, 4 hours, 8 hours or never.
6. Errors with filtering the Guide
Pressing the
Options
button while in the Guide
should give you filter options to show only Subscribed or Favourited channels. In the case that the filter options are not showing, log out of your TELUS TV Digital Box then log back in, navigating from the
Home
screen to Settings
→ Account Information
→ Switch account
→ Log out
7. System sounds
Your TELUS TV Digital Box is set to make a small sound whenever your TELUS Remote buttons are pressed to navigate the user interface. To turn this sound off, navigate from the
Home
screen to Settings
→ Device Settings
→ Device preferences
→ Sound
.TELUS TV Digital Box: Buttons, Inputs, and LED Reference
Your TELUS TV Digital Box features the following buttons:
Power
: Turn the TELUS TV Digital Box on and off using the power button on the front of the unit.Bluetooth
: Turn on Bluetooth pairing using the Bluetooth button on the side of the unit. You can also connect Bluetooth accessories from the Home screen by navigating to Settings → Device Settings → Remotes & Accessories → Add accessory
.Your TELUS TV Digital Box features the following inputs:
Optical audio
: Optionally connect your TELUS TV Digital Box to other audio outputs using Optical audio or TOSLINK cables (not included).Ethernet
: Optionally connect your TELUS TV Digital Box to your internet access point with an Ethernet cable (not included) for the most reliable connection. HDMI
: Connect your TELUS TV Digital Box to your TV using the supplied HDMI cable. Power
: Connect your TELUS TV Digital Box to a wall receptacle using the included Power Supply. USB 2.0
: You can choose to connect USB accessories, such as keyboards, to control your TELUS TV Digital Box using the USB input on the left-hand side of the unit.Your TELUS TV Digital Box has an LED on the underside of the box at the front. The colour of the light and whether it is solid or flashing indicate different states that the box is in.
No colour
:
If the LED is not illuminated, the TELUS TV Digital Box is either unplugged or in deep standby mode. Press the power button on the TELUS Remote to power the box on.Blue
:
If the LED is illuminated a solid blue colour, the TELUS TV Digital Box is in stand-by mode. Press the power button on the TELUS Remote to power the box on.A flashing blue LED indicates that the box is either waking up or is undergoing a factory reset.
White
:
If the LED is illuminated a solid white colour, the TELUS TV Digital Box is powered on. The LED will blink once to acknowledge that a button on the TELUS Remote has been pressed.A flashing white LED indicates that the box is undergoing a software upgrade.
TELUS TV Digital Box: Technical specifications
The TELUS TV Digital Box features the following technical specifications:
Operating System | Android TV Q |
Audio | Dolby Digital Plus Dolby Atmos |
Video | 4Kp50/60 |
Connectivity | 10/100 RJ-45 Ethernet jack
Wi-Fi 6
HDMI with HDCP 2.3 protection
S/PDIF Optical connector
Bluetooth 5.0
Unidirectional IR receiver |
Storage and RAM | 16 GB Flash memory |
RAM | 4 GB RAM |
TELUS TV Wi-Fi troubleshooting
You may have trouble connecting to Wi-Fi in certain areas of your home. This is because the farther away you are from your Wi-Fi modem, and the more obstacles in the way, especially concrete and metal obstacles, the weaker the signal. If you are experiencing problems with your Wi-Fi, try the steps below.
1. Modem placement
Modem placement is critical in obtaining good Wi-Fi coverage. If your modem is located on the floor, move it to a higher ground if possible.
If your modem has external antennas, it may help to adjust their positioning.
Your TELUS technician should have positioned your modem and its antennas for the best Wi-Fi performance. If the antenna position has accidentally changed, you can re-adjust to get better Wi-Fi performance.
Now press the refresh button on your TELUS TV screen to see if you get green or yellow bars for signal strength.
2. Remove interference
Certain devices can interfere with your Wi-Fi signal. These include cordless phones, baby monitors, microwave ovens, Bluetooth-enabled devices, other Wi-Fi modems and Wi-Fi extenders or repeaters.
Move such devices as far away from your Wi-Fi modem as possible.
Now press the
Refresh
button on your TELUS TV screen to see if you get green or yellow bars for signal strength.3. Reboot your Wi-Fi modem or Wi-Fi extender
When you reboot your Wi-Fi modem, the software reloads and can resolve common issues.
To restart your Wi-Fi modem, follow .
these steps
Additional options
If the above steps don’t solve the problem, here are a couple of other options that may help:
- You can connect your TELUS TV Digital Box by Ethernet cable
- You may want to upgrade to Wi-Fi Plus. This will extend your Wi-Fi range and improve internet access. For more information, please visit.Wi-Fi Plus
TELUS TV audio and visual quality
Buffering issues
Your TELUS TV Digital Box streams video over your TELUS Internet connection. If you are using the Internet for other activities such as online browsing, watching YouTube, playing games or checking email, you may see some buffering on your screen.
To improve performance, we suggest exiting one or more Internet applications in use and turning off some of the devices connected to the same network as your TELUS TV Digital Box.
Video lag
If you're experiencing a lagging issue resulting in poorer than normal video quality, it may be due to your Internet speed. It could also be a result of having too many applications or programs consuming your network bandwidth.
Learn more about our speed test and get tips on streaming video settings by checking out our article.
Internet speed explained
TELUS TV+ browser and app: General troubleshooting
1. Poor TELUS TV+ app performance
If your TELUS TV+ app is behaving slowly or having other performance issues, please try the steps below first.
- For TELUS TV+ mobile app users: Update your app with the latest version, then restart the app.
- For TELUS TV+ browser users:
- Access your browser settings and clear the cookies.
- Enable cookies in your browser, and disable any ad-blocking extensions you may have installed, as this may interfere with the browser’s functionality.
- Refresh.telustvplus.com
2. Login issues on Android OS or browser
If you are having trouble logging into the TELUS TV+ app or browser, please try the solutions on for assistance.
this page
3. Login issues on iOS
If you are having trouble logging into the TELUS TV+ app on your Apple device, please follow the steps outlined below:
- Go toDevice Settings
- SelectTV Provider
- Sign out
- Ensure that the button next to TELUS TV+ access isoff
- ExitDevice Settings
- Open the TELUS TV+ app
- SelectSettings, located at the bottom-right corner
- If you get a pop up asking to select TELUS TV+ as a TV Provider, decline the request
- SelectLogin
- Manually enter your My TELUS credentials.
Note:
If you have forgotten or need to reset your username or password, please visit telus.com/MyTELUS
If you are still having trouble logging into the TELUS TV+ app, please visit .
this page
4. Video not loading or poor quality video
If you experience poor video quality while using the TELUS TV+ mobile app or browser, please try the following:
- Check for internet outages in your area.
- Perform a reset of TELUS TV+.
- For TELUS TV+ mobile app users: Update your app with the latest version, then restart the app.
- For TELUS TV+ browser users: Clear your browsing history and restart your device.
For more information to improve Wi-Fi, see below in the
Wi-Fi troubleshooting for TELUS TV+
section. Playback Performance for TELUS TV+ on Android
The TELUS TV+ app for Android devices has a feature called
Playback Performance
. This feature was built for devices that need a bit of extra help rendering video. Follow these steps to turn on this feature:
- Go toSettings
- Turn on “Playback performance”
- Follow on-screen prompts to restart the app.
5. Concurrent stream error displayed
If you experience a concurrent stream error on your TELUS TV+ device, please wait 10 minutes and then refresh or restart the TELUS TV+ application or browser page.
Note
: TELUS TV+ supports a maximum of seven concurrent streams; a maximum of two can be used away from your TELUS Home Internet. Error messages
Having issues with your TELUS TV Digital Box? Many issues may be resolved by rebooting your device.
To reboot your TELUS TV Digital Box from the
Home
screen, navigate to Settings
→ Device Settings
→ Device Preferences
→ About
→ Reboot
. Alternatively, you can unplug your TELUS TV Digital Box for 10 seconds and plug it in again.If the issue persists, the table below outlines error codes and error messages found on Pik TV and Optik TV and how best to resolve them.
Error code | Error message | Resolution |
400-3501 | Your account is currently streaming on the maximum number of devices. To continue watching on this device, please stop playback on one of your other devices. | Pik TV is limited to 2 concurrent streams. To continue watching on this device, you must stop playback on another device. |
404-10143 | We're sorry, there is an issue accessing this program. One of our agents can help. Please contact us | Your subscription details may be incomplete, and you will need agent assistance to resolve. Use the chat function in the bottom right-hand corner of your computer screen or call 310-MYTV. |
403-10146 | Your rental has expired or this program is not included in your subscription. | Please repurchase the rental or subscribe to the content by visiting telus.com/MyTELUS. If you encountered this error during a movie rental, your rental period has expired and you’ll need to repurchase to access the program. Otherwise, you may not be subscribed to this channel and will need to add the appropriate subscription by visiting telus.com/MyTELUS. |
500-300 | Login error | Please check your login credentials. Else, contact our support team. |
404-3304 | Generic error | Please contact our support team to have your account reprovisioned. |
P001/P006 | Sorry an error has occurred. Please try again. | Your playback timed out or disconnected. Please check your internet connection and try again. To check your internet connection, go to Settings → Device settings → Network and Internet . |
P212 | Sorry an error has occurred. Please try again. | Your HDMI cable may be misreporting HDCP status. This may be fixed by one of the following steps:
|
P210 | Sorry, an error has occurred. Please try again. | Your TELUS TV Digital Box may be experiencing audio track errors. Please restart your TELUS TV Digital Box. This error can also be triggered by connecting a Bluetooth audio device to the TELUS TV Digital Box when trying to play any live channel with AC3/surround sound audio. Please check if this is the case before restarting your TELUS TV Digital Box. |
P205 | Your device is not connected to the internet. Please check your connection and try again. | To check your internet connection, go to Settings → Device settings → Network and Internet . |
n/a | No internet connection. Make sure your device is connected to the internet. Try again or use offline. | To check your internet connection, go to Settings → Device settings → Network and Internet . |
n/a | This program can only be played while on your TELUS Home Internet. | Some channels or programs are only available when connected to your TELUS Internet network at home due to content provider restrictions. To view this program, please try again when connected to your home internet. |
n/a | This program is not included in your subscription. To subscribe, visit telus.com/MyTELUS | To make changes to your subscription, please visit telus.com/MyTELUS |
n/a | This program cannot be viewed in your region. | Due to content provider restrictions, not all content is available in all regions. We apologise for the inconvenience. |
n/a | Required output protections are not active | If your device encounters this error, it will ask you to go to settings to turn on playback performance , and after restarting the app, VOD or live should play as expected. Referred to in the TELUS TV+ browser and app: General troubleshooting-Video not loading or poor quality video section. |
Experience gaps
Is something in your TELUS TV+ experience not behaving as expected? Here is a list of known experience gaps that our development team is actively investigating on the TELUS TV+ platform. Please follow the recommended instructions as we work to resolve these issues.
More known issues with TELUS TV+ can be found on the .
Optik TV Bulletin Board
Known issues | Impacted devices | Recommendation |
Older Android devices/OS | Please see a list of other ways to watch TELUS TV+ | |
American channels on Apple TV | View content on alternate Canadian network channels if available, or use the TELUS Digital Box. Alternatively, you can periodically try changing the channels which will help re-sync the audio. | |
All | Episode recording is available while we work on resolving this. | |
Older Android devices/OS | Please see a list of other ways to watch TELUS TV+ | |
iOS/tvOS | On your Apple phone or tablet:
For tvOS, you can change the setting via Settings -> Users and accounts -> TV provider -> Sign out and toggle it off for TV+. | |
iPad | Please see a list of other ways to watch TELUS TV+ | |
Playback error on 4K recorded content | All devices except for Digital Box | Digital Box 4K recording viewing is not impacted. |
Specific accounts | This is likely an account-related issue. Please contact our support team and reference this article to have your account reprovisioned | |
VOD playback buffers and will not start | Older iPads | Please see a list of other ways to watch TELUS TV+ |
Recordings icon is missing from the menu | iOS/tvOS | This is likely an account-related issue. Please contact our support team and reference this article to confirm that the PVR subscription is present on your account. |
STB and TV will desync after Sleep Mode | TELUS TV Digital Box | After continuously watching live TV for four hours with no further inputs, a 120-second “Are you still watching?” prompt will appear on the screen. Upon the conclusion of the timer, the STB will go into Sleep Mode, and your TV will show either a “no input” message or a black screen. In this state, pressing the power button on your remote will wake the STB, but turn the TV off, and vice versa.To wake up your STB without shutting off your TV, press the OK button on your remote, and not the power button. |
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