Error messages

The terminal is displaying the following message: "Not authorized. To order, please call the number on your screen." Why?

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 1-800-561-4248.

The TV guide is displaying the following message: "The information is not available." What should I do?

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 1-800-561-4248.

The terminal is asking me to enter a PIN (Personal Identification Number). What should I do?

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 1-800-561-4248 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 1-800-561-4248.

The following message appears: "DVI Warning: your television is not HDCP compatible. Please use the Y Pb Pr connectors." What should I do?

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 1-800-561-4248.