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Video on demand

Error messages

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As you use your terminal, you may encounter certain error messages. Here are some explanations of them, and the recommended courses of action.

 

“There was a problem processing your order. Please contact Customer Service at 1-877-380-2611 so we can deliver your order.”

 

This message may be displayed on the first day you use your terminal. It means that your terminal’s activation is not yet complete. Activation should be finalized within 12 hours.

 

“Error codes on screen.”

 
If you obtain an error message while attempting to order a movie, power OFF your terminal for a few seconds, then turn it back on and attempt to order again via channel 900.

 

If this doesn’t solve the problem, disconnect your terminal from the electrical outlet for about 10 seconds, then reconnect it. When the time appears on the front of the terminal, turn it on and try ordering once again.

 

If the problem persists, contact Videotron’s technical support. Be ready to cite the entire error message appearing on the screen.

 

“The PLAY button does not work.”

 
If you’ve ordered a Video on Demand movie, and your terminal is frozen on the page where you are asked to press the "PLAY" button to begin viewing, make sure that your remote control is in VOD mode, and not VCR (if necessary, refer to the instruction manual for more details.)

 

If the terminal still does not respond, disconnect your terminal from the electrical outlet for about 10 seconds, then reconnect it. If the problem persists, contact Videotron’s technical support.

 

“The movie does not appear in the Resume viewing section.”


Following a reset of your terminal, it is possible that your movie rental may have disappeared from the Resume viewing section, even though your original rental period is not up.

 

In this case (and only if you are within the original viewing period), you can re-order the same movie via the usual Video On Demand menu. The movie will not be billed twice.

 

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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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