Helix TV app troubleshooting

1. Check that you’ve enabled Wi-Fi access on your device.
2. Check that you’ve properly connected your device to your home network, instead of to a public Wi-Fi network or to another wireless network.
3. 3. Restart your device, open the Helix TV app and check if you are connected to your home network.

Helix On Demand content

You may be unable to watch some On Demand content away from home. Due to provider restrictions, some Helix On Demand content can only be watched through your home Wi-Fi network.

Recording on a Cloud DVR

You can watch online any recording that’s on your personal Cloud DVR once it has finished recording. If it’s still recording, you can’t watch it with the Helix TV app.

Live TV

Even if you’re away or not connected to your home Wi-Fi network, you can access Helix Go channels. In the Helix TV app menu, under Live TV, click on Helix GO Channels.

More information on viewing with the Helix TV app.

If you are using a mobile device, make sure it meets the minimum system requirements.

If you are using a computer, you don’t need to download anything. Go directly to the Helix TV Web platform.

Some content downloads faster than other content depending on their length and format (HD or standard). If download times are especially long, consider using a faster network connection.

1. Return your recording to the cloud and download it again.
2. Make sure your device stays connected to your home network or the Internet throughout the entire download period. Changing or losing your connection while downloading can corrupt the file.

Content or channel availability depends on certain conditions. For instance, the channel must be included in your plan and, if you're not connected to your home Wi-Fi, it must be available out-of-home. Learn more.

Downloading content is not available through the Helix Web app, but this feature is available through the mobile app.