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Video on demand

Error messages

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It’s possible that some error messages will appear while using your illico Terminal. Here are some explanations as well as guidelines as to what you should do:

 

“An error is preventing us from processing your order. To purchase this content, please contact Technical Support at 1-877-380-2611.”

 

This message may appear during the first day of use. It indicates that the activation of your Terminal for illico On Demand has not been finalized. Activation should end automatically within a maximum of 12 hours.
 
“On-screen error code”

 

If you receive an error message when trying to access illico On Demand, switch off your digital terminal for a few minutes, then switch it back on.

 

Try to access the new illico On Demand menu by going to channel 900.

 

If you get a new error message, unplug your Terminal from the power source, wait about 10 seconds, then plug it back in.

 

Wait five minutes, switch the Terminal back on and try to access the menu again.

 

If the problem persists, contact Videotron’s Technical Support team. Do not forget to make a note of the error message that appeared on your screen before contacting them.

 

“I can’t find the movie I’m looking for in the ‘Resume Viewing’ section.”

 

It is possible (after resetting your illico Terminal) that the movie you rented no longer appears in the “Resume Viewing” menu, even if the rental period has not yet come to an end.

 

In this case (and only if the initial viewing period is still in progress), you may re-order the same film via the usual illico On Demand menu. It will then become available in the “Resume Viewing” section for the rest of the rental period. Please note that the rental period is not the same for all types of content. For example, films listed under Adult Movies have a shorter rental period than other movies.

 

FAQ : Updated illico TV first generation

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Need help? Contact Technical Support
Services for the
hearing impaired (TTY)
1-877-380-2611
From your Videotron mobile phone, dial 611.
24/7
  

 

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