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Unexpected disruptions while watching TV, such as black screens, frozen images or control issues, can be frustrating. This guide will help you solve simple problems to keep your service running smoothly.
📺 Live TV issues – Replay or restart not working (Codes P038, P016, P000)
These errors are usually related to your connection or a required restart of your equipment.
- Check that your Internet connection is working properly (if needed, restart your modem)
- If an error code (P038, P016, P000) appears at startup: unplug and plug back in your TV Box.
⏯️ Live control function not working
This feature depends on the channel and when you started watching.
- Check that the channel supports live control (not all channels are compatible)
- If a message indicates that you cannot rewind: this means live control is limited to the program from the moment you started watching
🔴 Recording function not working
Some limitations may depend on the channel or content.
- Check if the channel allows recording (some channels may restrict this feature)
- If recording is possible but playback fails: note the error code displayed and contact customer support
📼 Incomplete recordings
This behavior is usually normal depending on how the recording was started.
- A recording started during live TV only begins when you press “REC” (to record a full program, schedule it via the TV guide)
- Programs that have already been broadcast cannot be recorded (however, they may be available in replay for several days)
🗂️ Missing recording
Recordings are stored for a limited time.
- Check if the program is older than 90 days (after this period, recordings are automatically deleted)
- If the recording is recent but has disappeared: contact customer support
📡 Cannot access a live channel (Code P050)
This error may be related to your subscription or a technical issue.
- Check that the channel is included in your TV subscription
- If you see error code P050: restart your TV Box (unplug / plug back in)
⚫ Short, repeated black screens
This issue is often related to the HDMI cable or interference.
- Check that no device (soundbar, etc.) is interfering with the HDMI connection
- Check HDMI connections and try another cable
If the problem persists despite these checks, please contact customer service by calling 800 77 777