My illico terminal is not responding, or the television screen is black, blue or snowy. What should I do?

Make sure that the terminal is on.

• If it is hooked up with a coaxial cable, tune to channel 3 on your television screen.
• If it is hooked up with composite, component, S-Video or HDMI cables, make sure that the terminal is connected to the correct digital source (Video 1, Video 2, etc.)

 

On some channels, the image comes on for a moment then breaks up. What is the source of the problem?

• If this only happens on one channel, it might be a broadcasting problem.
• Otherwise, if the pixelation appears on more than one channel, or if it continues, it is a signal problem. Please contact one of our Technical Support agents at 1-877-380-2611.

 

The volume of my television cuts out or seems uneven or weak. What should I do?

For everything you need to know about volume-related problems, please consult this document.

 

How do I hook up my illico terminal and connect it to other devices?

You will find the answer to this question on this document.

You can view this information on page 31 of the User Guide

 

After having installed my terminal, I found out I have access to channels that are not part of my package. How does this happen?

• For technical reasons, a special profile is sent to every terminal upon installation.
• This profile could give access to some channels that are not included in your package for a period between 1 hour and 72 hours, except for he TV à la Carte, Sportmax and adults channels. Please note that these channels will not be billed and will be automatically removed.

 

How do I program my remote control so that it controls my other devices?

Remote control guides are available on the Videotron Website

You can view this information on page 43 of the User Guide.

 

How do I order a TV program or a movie from my illico terminal?

For Video on Demand

On-demand TV programs and movies are available on channels 301 to 314 (Indigo) and 351 to 358 (Viewer's Choice). For high definition, channel 751 offers a selection of Viewers Choice HD.

• On your illico remote control, press the "Guide" button. In the TV guide, select the channel of the TV program or movie you want.
• Select the time of the TV program or movie and press the "Select" button on the remote control.
• Select the "Buy PPV TV program" or "Buy PPV movie" option and then press the "Select" button.
• To proceed with the order, press "B".
• Enter your PIN to confirm your order. By default, your PIN is 0000.
• The TV program broadcast will begin on the channel and at the time requested.
• Please note that it is possible to order a movie up to four hours before the broadcast time and up to 10 minutes after it has begun.

For illico on Demand

• Go to channel 900. Choose your title from among the different categories, then press "Select" after each choice.
• Move the arrows to highlight the "Order" button, then press "Select".
• Enter your PIN, then press "Select" again. The default PIN is 0000. (Please refer to the "Purchase : PIN" section for more information).
• Press the "Confirm" button, or press the "Play" button on your remote control.
• View the movie as many times as you like over a 24-hour period, and enjoy the same functions as with a DVD player!

 

The illico 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 accessible from the yellow triangle on the illico remote control.

If the channel is still not authorized, please contact one of our Technical Support agents at 1-877-380-2611.

 

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 ten 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, please contact one of our Technical Support agents at 1-877-380-2611.

 

An error message appears when I am on channel 900 (illico on Demand). What should I do?

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

This message may be displayed during the first day you are using your terminal. It indicates that the activation of your terminal is not yet complete. Activation should be finalized within a maximum delay of 24 hours.

 

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

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

To change your PIN:

• Press the "Settings" button on your illico remote control twice. The "General Settings" screen will be displayed.
• Using the arrows on this 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 PIN, it will be impossible to change it from your illico terminal. You will need to call Technical Support at 1-877-380-2611 to reset your PIN.

Warning: Only the account holder or authorized users can make such a request.

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

1. Turn off your digital terminal for a few seconds, and then turn it back on.
2. Access the Video on Demand menu again by going to channel 900.
3. If an error message appears, disconnect your illico terminal for about 10 seconds, then reconnect it.
4. When the time appears on the front of the terminal, turn it back on and try once again to access Video on Demand.
5. If the problem continues, make a note of the error message that appears and contact one of our Technical Support agents at 1-877-380-2611.

 

Part of the image is missing on some channels. What should I do?

Standard channels designed for a standard television (4/3 ratio) will have black bars on the sides of the screen when displayed on a widescreen television (16/9 ratio).

It is possible to eliminate the bars by zooming out the image from the terminal or television. However, doing this can cause a partial loss of image in the zoom mode on a high-definition channel.

 

When it is connected through an HDMI cord, my illico terminal loses volume or cuts off the image. What should I do?

1. Make sure that the HDMI connection between the terminal and the television is secure.
2. Disconnect your illico terminal. Wait a few seconds, then reconnect it.
3. When the time reappears on the terminal, turn it back on and try to access the cable again.

If the problem continues, please contact one of our Technical Support agents at 1-877-380-2611.

 

Every time I change the channel, it seems to take an unusually long time for the image to appear. What should I do?

A delay of two or three seconds between each channel is normal.

If there is a change in resolution when you switch to a new channel, the delay can be slightly longer. Selecting "Fixed" in 1080i or 720p might help to remedy the situation.

For more information about configuring high-definition terminals, please consult pages 55 to 73 of the user guide.

 

How do I connect my high-definition digital terminal to my television?

For more information about high-definition connections, please consult pages 34 to 37 of the user guide.

 

How do I optimally configure an illico terminal with a 1080p-compatible television?

The 1080i configuration should be the optimal configuration for a television with a native 1080p resolution.

In certain cases, however, it is possible that the 720p resolution will give better results.

For more information about configuring HD terminals, please consult pages 55 to 73 of the user guide.

 

Are DVD burners compatible with an illico terminal?

Yes, they are compatible in the same way VCRs are.
It is important to note, however, that DVD burners operate in standard resolution and not in high definition.

 

What is the best type of connection? Component cable or HDMI?

The two types of connections give similar results. There are no major differences between them. HDMI cables transmit audio and visual signals over one line.

 

What are the display resolutions supported by the high-definition digital terminal?

• 1080
• 720
• 480p (large)
• 480i (large)
• 480p (normal)
• 480i (normal)

 

How do the subtitles work?

The subtitle option is only available on high-definition terminals connected with HDMI or component cables.
If you have a standard terminal, you must activate the subtitle option on your television's menu.

For the subtitles to be displayed, follow these instructions:

• Activate the subtitle function in "General settings" by pressing once on the "Settings" button of the remote control.
• Verify that the option "S-t Type" in "General settings" is in the format broadcast by the channel. Most often, it is CC1 which is used by standard channels and Digital 1 by high-definition channels.
• In the case of HD channels, it is possible to configure the display parameters of the subtitles as well as the colours so that they are transparent.
• If you're not sure, the S-t Option should be "By default."

 

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 illico 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 illico terminal.
• If the problem persists, please contact one of our Technical Support agents at 1-877-380-2611.