Troubleshooting your TV service

If your remote control no longer works or you have lost it, you can get a new one.

Helix voice remote
Order a new voice remote directly in My Account, in the Services and Equipment section.
See the complete procedure

illico remote
Go to a store or contact Technical Support to get a new remote control for your terminal type.

Hold down the Mic button and say, “Settings.” Select Help > Start, then confirm your selection.

See other restart procedures

If you are unable to view or access your TV content in its entirety, it is likely that Parental Control is at fault. Easily change the Parental Control settings to access all your TV content.

Change Helix Parental Control

Change illico Parental Control

Yes, it’s normal, and it happens to all electronic devices. However, it’s always best to place your terminal in a well ventilated and accessible spot. Also, don’t put anything on top of your equipment, and avoid placing it on top of another device that also creates heat, like your audio receiver.

Lastly, enabling power saver mode (found in the Helix TV terminal’s Settings > Device Settings > Power) can give your terminal a little break and allow it to cool down.

Did you record a live program that went over the planned scheduling, and said recording stopped before the end of the show? To view the remaining content, check if the program is available on demand.

• Helix TV: Press the Mic button and say the name of the program, or learn how to search for content
• illico TV: Go to channel 900 and browse through the available content, or press the magnifying glass on your remote to start a search

If you are recording all episodes of a series, change your upcoming recordings so that they end a little later.

• Helix TV: Access the scheduled recording. In the options, modify the Stopfield. Learn more about Helix TV recording options.
• illico TV: Access the scheduled recording. Select Modify, then change the End field. Learn more about scheduling recordings with illico TV.