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Frequently Asked Questions (FAQs)
Please visit our website at
telus.com/tvhelp and look
under the FAQ section for
a complete list of frequently
asked questions .
How does TELUS Satellite TV work?
TV signals are sent to your home from satellites
in space . The satellite dish receives these signals and
sends them to your receiver, which then displays the
programming on your TV .
Are all TELUS Satellite TV channels digital?
Yes, all TV channels on TELUS Satellite TV are delivered
in a digital format .
Will I be able to watch digital TV on my existing TV?
TELUS Satellite TV receivers have RCA, S-Video,
component and HDMI outputs . If your TV has one or
more of these inputs, you will be able to enjoy digital
TV on your existing TV . However, if your TV only has
a coaxial input, you will need an RF remodulator to
convert the signal from your TELUS Satellite TV receiver
to a coaxial output for your TV .
Will plugging in my receiver(s) interrupt my home
phone or Internet service?
No . However, you can't order a movie if your home
phone is in use .
What is High Definition (HD) and how can I get it?
High Definition (HD) TV delivers the best picture and
the best viewing experience . You will see more detail
and enjoy a sharper, clearer and more vibrant picture
than you would with standard definition TV . Watch your
favourite shows in true widescreen and see 45% more of
the picture compared to standard definition . Plus, enjoy
rich, resonant sound through 5 . 1 Dolby
Digital surround
®
sound . To experience HD you will need an HD TV, HD
receiver and a subscription to HD channels . Your TELUS
receiver is HD ready and HD channels are included in
all TELUS Satellite TV packages so if you have an HD TV
you are ready to enjoy the HD TV experience .
Will I need my PIN to order Pay Per View events?
You will be asked for your PIN when ordering adult PPV
events . If you have forgotten your PIN, please call 310-
MYTV (6988) . You'll also need the PPV event ID, which
can be found by pressing Info on your remote when the
desired event is highlighted onscreen .
How many favourites lists can I create?
You can create up to 4 additional favourites lists that
include your most watched channels .
How can I monitor what my children are watching
when I am away from the TV?
Locks allow you to select and block programs from
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being viewed . This feature is an effective tool in
protecting children from viewing content that you feel
is inappropriate . Once you have set a password, you
have complete control over what is blocked . If you
block content by rating, then all programs that have
that rating and higher will be blocked .
How can I order another remote control?
You can order another TELUS TV remote control by
calling 310-MYTV (6988) . A new remote control will be
shipped to you within a few days . Charges may apply .
What if I can't use my phone jack because there is
already a phone plugged into it?
A phone splitter will allow you to plug 2 cables into the
same phone jack . Phone splitters are available at most
electronics and hardware stores .
What should I do with my TV receiver when Daylight
Savings Time takes effect?
Please turn off your receiver by pressing the Power
button (be sure the green light on the front panel of
the receiver is off) and leave it turned off for at least 30
minutes . This will allow your receiver to update .
What should I do if I have problems with my TELUS
Satellite TV service?
Please see the troubleshooting section in
this guide as there may be an easy fix . If this
does not solve the problem, first try resetting
your receiver . If the problem persists, please
contact us at 310-MYTV (6988) .
Do I need to purchase any new equipment to have
digital TV with TELUS?
A receiver is needed for each TV you wish to receive
TELUS Satellite TV service on . You have the option to
either rent or purchase your receiver; both include all
of the necessary cables to receive TELUS Satellite TV .
Can I purchase or rent additional receivers?
You can rent or purchase a maximum of 6 receivers
per account .
What level of TELUS TV service do I need to view
On Demand?
All TELUS TV customers with a HD PVR receiver that is
connected to the phone line or internet can browse and
rent On Demand movies .
How can I tell if I have a receiver that is compatible
with On Demand?
The model number is displayed on the front panel of
your receiver . Your receiver is compatible if you see the
number 9241 in the lower left hand corner .
I have two HD PVR receivers. If I order an event
on one receiver, can I order it on the other receiver
without getting charged?
Yes . As long as it's within the same rental period (24
or 48 hour period) . You will only be charged once per
movie ordered within the same rental window .
Troubleshooting
PROBLEM
When a button on the remote is pressed, the
receiver doesn't do what it should
The UHF Pro remote control doesn't
work well from far away
The power light on the receiver is
on and there's a picture on the TV
but no sound
Onscreen Call Display isn't working
Want more information?
telus .com/tvhelp
Visit
to view the complete TELUS Satellite TV user guide
How to contact TELUS
310-MYTV (6988
If you have any questions, please call
If you have any comments or feedback, please email
POSSIBLE SOLUTION
Ensure that the batteries have power and are
inserted correctly .
Check that you're controlling the right device by
pressing the corresponding mode button .
Make sure that the UHF antenna is correctly attached
to your receiver .
Make sure the UHF antenna is connected to your
receiver and is not touching anything else .
Vary the tilt angle of your UHF antenna . Place the
tip away from other electronics equipment or metal
surfaces, even if separated by wooden shelving .
Move your receiver to a different location . For best
results, place the receiver as high as possible, above
all other equipment in your entertainment centre .
Place the UHF antenna outside your entertainment
centre by using a coaxial cable to connect it to
the receiver .
Check the volume level on your TV or audio equipment .
Turn off mute or turn up volume as required .
Check the audio connectors and cables from the
receiver to your TV or sound system .
Check your TV or sound system speakers .
Check that you've subscribed to Call Display on your
TELUS home phone .
Check that you've connected the phone line to the
phone jack on the back of the receiver .
Check that you've enabled the Caller ID option within
your system setup . Refer to page 10 .
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tvcomments@telus .com
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