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Troubleshooting tools / Restart internet equipment

An image of TELUS internet equipment is shown with a "Restart" icon.

Restart internet equipment

Fix TELUS TV recording issues

How to fix recording conflicts, lost recordings and other common recording issues

Fix TV recording issues (TELUS TV)

A "REC" button is shown on the screen of a television connected to a TELUS TV Digital Box.

Fix Optik TV PVR recording issues

Select a symptom from the list below to begin troubleshooting.

How to fix recording conflicts, lost recordings and other common recording issues with your TELUS Optik TV PVR.

Fix TV recording issues (Optik TV)

A "REC" button is shown on the screen of a television connected to an Optik TV PVR or digital box.

Select the type of digital box connected to your TV:

Fix TV recording issues

Troubleshooting tools / Fix TV recording issues 

Recording issues

Troubleshoot TELUS TV+

Learn how to fix Wi-Fi, audio and video issues related to your TELUS TV Digital Box.

Fix image quality (TELUS TV)

A blocky or stuttering image is shown on the screen of a television next to a TELUS TV digital box.

Fix image quality (Optik TV)

A blocky or stuttering image is shown on the screen of a television next to an Optik TV digital box.

Fix image quality (select box type)

Troubleshooting tools / Fix TV image quality issues

A blocky or pixelated image on a TV is shown

Fix TV image quality (image)

**Troubleshoot and fix sound issues**

- __No audio:__ check that your TV is set to output sound to the correct device (usually, your TV's speaker), make sure all devices are turned on and all cables are plugged in correctly, then check that the volume is up on both the TV and your TELUS PVR.

- __Garbled or sporadic sound:__ Garbled or missing sound is sometimes caused by a defective HDMI cable or other audio cable configuration. Check the cables. Try rebooting your Telus box.

- __Out-of-sync audio and video:__ This is usually caused by other equipment. Refer to the manuals for your audio receiver, soundbar, or speaker system. Temporarily switching the audio output to your TV's built-in speaker is a good way to check that it's not a TELUS Optik TV problem.

- __Other issues:__ If you haven't already done so, please review the troubleshooting steps in this guide to help resolve TELUS Optik TV audio problems, Optik TV audio, aspect ratio, 4k, sound bar, Optik TV sound problems, stereo, Optik TV audio issues, Optik TV audio not working, surround sound, no sound Optik TV, volume control, or sound system connection issues.

Troubleshoot audio problems on your TELUS Optik TV

__If the problem occurs on every channel, please proceed with the following steps:__

1. Ensure that the HDMI cable and any other cables (optical, RCA stereo, etc.) are properly plugged in. Please disconnect and reconnect them to ensure a good connection
2. Ensure that the audio of the TV or audio device is turned on (for example, check that the equipment is not on mute)
3. Ensure that the audio settings of your personal equipment (TV, home theatre, amplifier, soundbar, etc.) are configured properly, if applicable. If necessary, you can refer to the manufacturer’s manual for your personal equipment to learn more about possible configurations
4. Go to a standard definition (SD) channel (e.g. channel 3) and then back to a high definition (HD) channel (e.g. channel 503)

__If the checks above are inconclusive, check the sound options on your TELUS set-top box:__

1. Menu / Settings / Audio / Digital audio output
2. Try changing the audio mode and then changing it back to the desired mode (e.g. change stereo sound to surround sound, save, then change it back to the initial mode and save again)
3. Check to see if the sound is now working after this change

__If you are using an HDMI cable, also check the aspect ratio (picture size and shape) configured on your set-top box:__

1. Menu / Settings / TV / Screen aspect ratio
2. Try changing the selected format and then changing it back to the desired format (e.g. change the format from 1080p to 720p, save, then change it back to the initial format and save again)

__If you continue to experience the issue:__

- Restart the equipment affected by the issue: PVR and/or wireless set-top box (refer to the article [__Reboot your Digital Box__](https://www.telus.com/en/qc/support/article/how-to-reboot-your-optik-system))

- Also, please refer to this section if you are using an HDMI cable and the audio problem persists (see the article [__HDMI troubleshooting__](https://www.telus.com/en/qc/support/article/hdmi-troubleshooting))

If the problem persists after these troubleshooting steps, please contact the technical support team at 310-1212.

Quick fixes

Troubleshooting Optik TV audio issues

Is your Optik TV picture missing the sound, or does the audio sound choppy or garbled? Log in to My TELUS to begin troubleshooting.

Troubleshooting Optik TV audio issues / TELUS Assist banner

A TV displaying a TELUS logo and a remote control are shown

Fix TV audio (image)

Troubleshooting Audio Problems on OPTIK TV

Troubleshooting Audio Problems on OPTIK TV Swiftype Title

Troubleshoot audio problems on your OPTIK TV.

Troubleshoot audio problems on your OPTIK TV Swiftype Description

Troubleshooting audio problems on OPTIK TV / SEO

Troubleshoot audio problems on your TELUS Optik TV. Fix sound issues such as no audio, garbled sound, or out-of-sync audio and video. 

Troubleshooting audio problems on OPTIK TV | TELUS Support

Use our easy to follow step-by-step guide to fix common Optik TV audio issues.

Troubleshooting tools / Fix TV audio

__Try our step-by-step guide with visual references.__
  - No login required
  - Usually takes about 6 minutes 
  - Click the __Let's fix the issue__ button below to get started

[iframe url="https://stonly.com/embed/en/a4z9jWkntY/view/" id="ston-a4z9jWkntY" width="100%" height="850"]

Can't watch Optik TV? / Unable to log in? Use this easy step-by-step guide

__Try these steps below for a quick fix to your video issues__:
1. Confirm the cables are secured between your TELUS Modem, the TV Boxes and your TV
2. Restart your TELUS Modem, then reboot your TV Boxes by unplugging and plugging the power cable
3. Toggle between inputs with your TV control until you find one with programming
4. Move your wireless boxes back to their original location set up by a TELUS technician

Can't watch Optik TV? / Comfortable with technology?

If your digital box is not responding, or restarting unexpectedly, try these quick steps to fix the issue.

__Note:__ The issue of the digital box crashing or restarting only when using the Netflix app is under investigation.

  1. Ensure your digital box is on a flat and stable surface.
  2. Ensure your digital box has good ventilation, with a few inches of free space on each side, and avoid cabinets or enclosed spaces to avoid overheating.
  3. Restart the digital box by disconnecting the power cord from the back of the box or power outlet for 10 seconds. 

__Tip:__ If you have a wireless digital box, try hardwiring the digital box to your modem with an Ethernet cable, if possible

Still experiencing issues? Try using one of the following tools:
   - [Fix Optik TV no picture or no signal tool](https://www.telus.com/self-care/no-video?INTCMP=tcom_support_optik_workflow_fix-optik-tv-no-signal-or-picture) (My TELUS login required)
   - [Optik TV no signal or no video troubleshooting guide](https://www.telus.com/support/article/cant-watch-optik-tv#dont-have-an-account-or-cant-log-in-right-now) (My TELUS login not required)
   - [Internet and TV service tool](https://telus.com/healthcheck) to fix common issues (My TELUS login required)

Can't watch Optik TV? / Is your digital box not responding, or restarting unexpectedly?

Can't watch Optik TV?

Log in to My TELUS (recommended) to test and fix 'no picture' or video quality issues.

Troubleshooting Optik TV no picture or no signal / banner

A colourful parrot stands on top of a TELUS 4K digital box.

Parrot on PVR

Can't watch Optik TV? Swiftype Title

Troubleshoot common issues with Optik TV.

Can't watch Optik TV? Swiftype Description

Can't watch Optik TV? / SEO

Can't watch Optik TV? | TELUS Support

Troubleshooting tools / Fix no picture or no signal on TV

Fix TV recording issues (image)

[iframe url="https://stonly.com/embed/en/8MXu0EPC4d/view/"  frameBorder="0" allowfullscreen id="ston-8MXu0EPC4d" width="100%" height="1100"]

Fix or program your remote control

Remote control issues / Step-by-step guide for fixing your remote control 

Sometimes the simple solutions are the most effective. Here are __three quick fixes__ you can try to get your remote working again. 

__Potential fix #1: Clear the way__

Your remote control may be unresponsive because its signal is weak or cannot reach your TV and digital box. Please make sure to clear any objects in front of the TV and digital box, and that you’re pointing your remote straight at the TV & digital box.

[img src="//images.ctfassets.net/9mt4r6ro1ay9/15lBnQoWDq8P4TrYvp2RX1/e045acedabcba803ff1176b3f15bb7db/Remote_fix_-_1.png" alt="Remote fix 1" max-width="250"]
__Potential fix #2: Change the batteries__

Your remote control may be unresponsive because of low battery power. Try replacing the batteries in your remote control to see if they're out of power.

__Potential fix #3: Reset your Optik remote__

Resetting the remote to its original factory settings can fix a slow or unresponsive remote. Please follow the steps for your remote below.

__Slimline and Slimline 2 remote__

__Note__: Resetting your remote control disables its ability to control your TV. To restore this ability, re-program your remote by following the steps on [__this page__](https://www.telus.com/en/support/article/program-slimline-remote-2).

1. Press the __options__ button for a minimum of 3 seconds. The mode light (the green LED next to the Optik power button) will flash twice.

<table width="800"><tr><td><center>Slimline</center></td><td><center>Slimline 2</center></td></tr><tr><td><center>[img src="//images.ctfassets.net/9mt4r6ro1ay9/6YXrwYFAISZHTkL89JmqYl/ea60691e3fd2c35ede4a9f2bad08a755/Slimline1-options-green.png" alt="Slimline options button" max-width="200"]</center></td><td><center>[img src="//images.ctfassets.net/9mt4r6ro1ay9/4CTJh8joGYir7kI4wf5Xsl/503eb4bfb4b74140770f8d8fafa59983/Slimline_2_fix_step_1.png" alt="Slimline 2 fix - 1" max-width="250"]</center></td></tr></table>2. For the Slimline remote, enter code __1000__. For the Slimline 2 remote, enter code __9999__. The green LED next to the Optik power button on the remote control will flash twice, indicating that the remote has been reset to the original factory settings 
<table width="500"><tr><td><center>Slimline</center></td><td><center>Slimline 2</center></td></tr><tr><td><center>[Slimline1-mode-green][img src="//images.ctfassets.net/9mt4r6ro1ay9/5hDD9Xl64GNzpERXuxVtyw/e5f0d7138a7f4acbcc4ba7b1576bcb45/Slimline1-mode-green.png" alt="Slimline options button" max-width="200"]</center></td><td><center>[img src="//images.ctfassets.net/9mt4r6ro1ay9/6kkFnElYEPHxsIkMZZbTo3/39ecd504d6f0d9f570677e9abe634450/Slimline_2_optik-button-green.png" alt="Closeup of the optik button on the Slimline 2 remote" max-width="260"]</center></td></tr></center></table> 
__TELUS TV Digital Box Remote__

__Note:__ Resetting your remote control disables its ability to control your TV.To restore this ability, re-program your remote by following the steps on [this page](https://www.telus.com/support/article/telus-tv-digital-box-remote).

__Note__: Resetting your remote control disables its ability to control your TV. To restore this ability, re-program your remote by following the steps on [__this page__](https://www.telus.com/en/support/article/program-slimline-remote).

1. Press and hold the 4 and 6 buttons until the LED on your TELUS remote lights up solid green [img src="//images.ctfassets.net/9mt4r6ro1ay9/2hCzvg6fq5hjlreb8tteEP/ac5e3d652cae9509eda5ddf2f04382c4/TELUS_TV_remote_4_and_6_buttons.png" max-width="120" alt="The 4 and 6 buttons on the TELUS TV Digital Box Remote are highlighted"]

2. Press OK and wait for the LED to flash green twice (the remote has now been un-paired from your TELUS TV Digital Box)
3. Press any key and wait a few seconds (this will cause your remote to connect via IR mode)
4. The LED should now be flashing white with any key press
5. Press the OK button 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 your remote remains unresponsive, you can factory reset your TELUS Remote by following the steps outlined on [this page](https://www.telus.com/support/article/telus-tv-digital-box-remote). 


Fixing or replacing your remote control

Remote Control issues / General tips for getting your remote working again

We’re sorry that the steps above didn’t fix your issue. If your remote is lost or has been damaged, you will need to purchase a new one (please see instructions below). However, if your remote is not working due to a manufacturing error, you can make a claim by [__visiting a TELUS store__](https://stores.telus.com/)* with your remote and account number. Shipping charges may apply. 

*Only TELUS stores (named "TELUS Store" on store locator) are able to help you replace your remote or purchase a new one.

__Purchasing a new remote__

There are 2 ways for you to purchase a new remote. 

1. Order online on [__this page__](https://www.telus.com/en/mobility/accessories/product/optik-tv-slimline-ii-remote) (delivery takes place within 3 business days)
2. Visit a TELUS store with your remote (if damaged) and account number for a replacement. Only TELUS stores eligible for Optik TV remote swaps. Limited quantities available in-store

Please follow the steps below to use the TELUS store locator to find an eligible location near you. 

   1. Visit the [__TELUS store locator*__](https://stores.telus.com/) 
   2. Select __Filter__
   3. Select __Optik TV Remote swaps__
   4. Select __Apply filters__
   5. Search for a TELUS store location near you

*Stores may have limited quantities. Please call the TELUS store nearest to you in advance to confirm that the remote control is in stock.


Remote control issues / Replacing a remote or purchasing a new remote

Fix, program or replace your Optik TV remote control

Our new troubleshooting tool makes fixing or programming your TV remote control easier than ever. Log in to My TELUS to try it.

Optik TV remote not working?

A TELUS 4K HDR PVR and Slimline 2 remote are shown

4K HDR PVR and Slimline 2 remote

Troubleshoot Optik TV remote control issues 

Remote Control issues Swiftype Title

Need help fixing or replacing your Optik TV remote control? Here's an interactive guide to help fix your remote as well as steps on how to get a new one.

Remote Control issues Swiftype Description

Fixing or replacing your remote control / SEO

Fixing or replacing your remote control | TELUS Support

Let’s help you get your Optik TV remote control back up and running or help you get a new one

Troubleshooting tools / Fix TV remote

TELUS Services Status Checker / Check Optik TV service

The image shows a TELUS Wireless Digital Box and a television displaying a check mark.

HC TV v2-672x450

It is important to restart the equipment in a specific order.

1. [Restart your modem](https://www.telus.com/support/interstitial/restart-your-modem-or-computer). 
2. Once it is back online, find your PVR.  
3. Disconnect the power cord from the back of the box or power outlet. [br]**Pro tip:** To determine which box is the PVR, go to __Menu > Settings > General > System information > System resources__ for each box and check to see if the __Disk Status__ is listed as __Present__ (that will be the PVR). [img src="//images.ctfassets.net/9mt4r6ro1ay9/18EaxxJX96Kn5Isi7QpUiH/b2310709c4e44a29ae3f4d2dc240e92d/PVR-back-edited.png" alt="PVR-back" max-width="500"] 
4. Wait 10 seconds. 
5. Reconnect the power cord to the back of your digital box. 
6. The digital STB will begin the restart process. This process will take a few minutes and the process will be complete when the **Link** and **Power** lights are on. If your TV is on and on the correct input, video will be visible on the TV screen.[img src="//images.ctfassets.net/9mt4r6ro1ay9/52qPjE7ADMKcngovYdZbsD/e3723931efb98ec92dd91b835dfa101a/PVR-front-edited.png" alt="PVR-front" max-width="500"] 
7. Ensure you are able to watch Live TV and that your recordings are available. 
8. Move on to any other digital boxes in the home and repeat steps 3 to 7.

Restart your HD/4K Optik PVR or Digital Box / Steps to restart your Optik PVR or Wireless Digital Box

Restart your HD/4K Optik PVR or Digital Box

How to reboot your Optik system Swiftype Title

Instructions for restarting and troubleshooting your Optik digital box.

How to reboot your Optik system Swiftype Description

How to restart your HD/4K Optik PVR or Digital Box / SEO

Instructions for restarting your HD/4K Optik PVR or Digital Box

How to restart your HD/4K Optik PVR or Digital Box | TELUS Support

Instructions for restarting your HD/4K Optik boxes

Troubleshooting tools / Restart set-top box

An icon symbolizing the reboot process is shown

Reboot your TV & internet equipment (image)

A login link, also called a magic link, is a URL emailed to you that instantly logs you in to your My TELUS account. It’s another secure way to access your account when you don’t want to dig up your password.

 Use a login link to sign in to your My TELUS account / What is a login link?

To use a login link, you must be registered for a My TELUS account and use the email associated with your account. If you haven't already, [__register for My TELUS__](https://www.telus.com/selfregistration) first.


 Use a login link to sign in to your My TELUS account / My TELUS login link eligibility

1. You can request a [__My TELUS login link__](https://www.telus.com/my-telus/magic-link). To receive a login link, you must provide the username/email address associated with your My TELUS account
2. Select __Continue__ and a login link will be sent to your email

If you don't receive the login link email:
- Check your spam folder
- Confirm that you entered your email correctly, or go back to correct it
- Make sure you’ve finished registering for My TELUS

If you’ve done all of the above and still didn’t get a login link email, request it to be sent again by selecting __Didn’t get it? Resend email__.

 Use a login link to sign in to your My TELUS account / Step 1: Get your login link

Using your login link to sign in to your My TELUS account is easy.

1. Open the login link email that was sent to you
2. Select the __Log in now__ button
3. You’ll be automatically logged into your account

__Note__: Your login link can only be used once and will expire after 15 minutes. Since this link provides immediate access to your My TELUS account, we recommend you do not forward the email or link to anyone else.


 Use a login link to sign in to your My TELUS account /  Step 2: Use your login link

Use a login link to sign in to your My TELUS account

Start here if you need help logging in to your My TELUS account.


Having trouble logging into your TELUS account?

Example screen images from the My TELUS application are shown.

Need help signing in to your TELUS account?

How to use login link for your My TELUS account

Use a login link to sign in to your My TELUS account Swiftype Title

Learn how the direct My TELUS login link allows you to sign into your account without the need of a password.

Use a login link to sign in to your My TELUS account Swiftype Description

Use a login link to sign in to your My TELUS account / SEO

Learn how the My TELUS login link allows you to sign into your account without the need of a password. 

How to use login link for your My TELUS account | TELUS Support

Don’t want to log in using your password? Get an email with a link that instantly and securely logs you in to your My TELUS account.

Troubleshooting tools / Can't log in to My TELUS

TV troubleshooting tools / SEO

A collection of automated fixes and easy troubleshooting steps for common issues affecting your TELUS Optik TV services.