You're currently in Personal Support. If you're a Business customer, visit our

Freezing or Choppy image (wireless)

Freezing or choppy image on wireless digital box

Fix Optik TV pixelated, freezing, or choppy video

Is your Optik TV picture lower quality than usual? 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.

Start here

These steps will be helpful if your TELUS TV box video image is pixelated (tiny squares), video image stops and stutters and image quality does not appear as it should.

Note
: You can determine if your digital box is wireless by looking for the illuminated Wi-Fi signal indicator on the front of the box.

Using a wired digital box? Visit Freezing or Choppy image (wired)
 for help.

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.

If you find your TV feed freezing or stopping while you are watching it, and are experiencing audio drop-outs, follow these steps:

Confirm there are no outages in your area by visiting
telus.com/outage
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 there are less than 3 waves lit or the signal is red, please follow the steps under
Low or red signal strength
If the signal indicator is green, check what equipment you have:

T3200M and wireless digital box

Wireless access point/router/modem and wireless digital box 

Confirm Wi-Fi is working with a different device
If Wi-Fi is not working, please see
Internet troubleshooting
Restart the modem
Restart the wireless digital box
If you are trying to watch a recording, try a different digital box
If the recording is also affected, please troubleshoot the
connection to the PVR
Recording will not be able to be recovered, however our On Demand section contains a large selection of shows. You may be able to find the show you missed

Confirm Wi-Fi is working with a different device
If Wi-Fi is not working, visit
Internet troubleshooting
Ensure the Ethernet cable between the modem and the WAP is tightly plugged into the back of both devices
Ethernet cable should be plugged into a LAN (yellow) port on the back of the modem
Restart the modem
Restart the WAP (if you have one)
Restart the wireless digital box

If you have multiple TV boxes, use the above checklist to address any other issues that may exist.

Did this article solve your problem?

Yes

Learn about accessibility at TELUS