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Troubleshooting

It is possible that the channel you have chosen is not included in your package. To view your current channel package – and even modify it – visit your client profile, which can be accessed via the yellow triangle on the remote control.

 

If the channel is still not authorized, please contact our technical support at 1 877-380-2611.

The transfer of information for the interactive TV guide is much more efficient when the terminal is off (at night, for example).

 

Unplug the electrical cable of your illico terminal and wait 10 seconds before plugging it in again. To ensure that the guide will be reset, you must then wait eight minutes before turning the terminal back on.

 

If the terminal has been off at night and the descriptions are still missing, contact our technical support at 1-877-380-2611.

"There was a problem processing your order. Please contact technical support at 1-877-380-2611."

 

This message may be displayed the first day you use your terminal. It indicates that activation of your terminal is not yet complete. Activation should be finalized within 24 hours.

There are two types of PIN: the Parental Control PIN and the Purchase PIN. The default PIN for each is 0000.

 

To change your PIN:

  • Press the SETTINGS button on your remote control twice. The General Settings screen will appear.
  • Using the arrows on the screen, select the PURCHASE: PIN option, then press the SELECT button.
  • Press the SELECT button a second time when the CHANGE option is highlighted.
  • Enter your current PIN (if you’ve never changed it, the default PIN is still "0000").
  • Enter your new PIN, then enter it a second time to confirm your choice.

 

 

 

 

 

 

 

 

 

 

If you forget your new PIN, you will not be able to change it from your terminal. You will have to call Videotron’s technical support at 1-877-380-2611 to have it reset.

 

Attention: only the account holder or authorized users can make such a request.

 

If you receive another error message when accessing Video On Demand:

  • Turn off your digital terminal for a few seconds and then turn it back on.
  • Access the Video On Demand menu again by tuning to channel 900.
  • If an error message appears, disconnect your terminal for about 10 seconds, then reconnect it.
  • When the time appears on the front of the terminal, turn it back on and try once again to access Video On Demand.

 

 

 

 

 

 

 

If the problem continues, make a note of the error message that appears and contact our technical support at 1-877-380-2611.

 

  • First check that your television is HDCP-compatible (consult your television’s user manual).
  • Disconnect your terminal. Wait a few seconds, then reconnect it.
  • When the correct time appears on the terminal, turn on your television first and ensure that you have selected the right source for your terminal connection.
  • Now turn the terminal back on and try to access the channels again..

 

To avoid this type of problem in the future, always turn your television on from the right source before turning on the terminal.

 
If the problem persists, contact our technical support at 1-877-380-2611.

 

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


“Error codes on screen”

If you obtain an error message when attempting to order a movie, power OFF your illico 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 illico 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.

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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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