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Troubleshooting

I'm unable to access the sign-in page. What should I do?

On the web, the sign-in page is available by clicking the "Sign In" button at the top right of the page. In apps, it is accessed through the menu at the top left of the screen. If you continue to experience difficulty, most errors can be cleared by either closing all browser windows or hard-closing the app and re-starting it. To hard-close the app on an iOS device, press the Home button twice, then swipe upwards on the app to close it. On Android, use the Android menu button on the bottom of the screen and swipe the app away to close it. On Windows 8.1, press the device back arrow button on the bottom of the screen and swipe the app down to close it.

I'm unable to download or install the application. What should I do?

The app is available through the Canadian Google Play™ store or the Canadian Apple App Store. Make sure you are in the Canadian version of the stores and you don't have any controls set up on your account that restrict access to apps with content meant for mature audiences. If you are still having difficulty with downloading the app, please contact Google or Apple Help Info for further assistance.

I am having problems signing in. Who should I contact?

Please contact your TV service provider at:

Bell TV: 1.888.759.3474 or mybell.bell.ca/Registration
Telus: Alberta or British Columbia residents: 310.6988
Bell Aliant FibreOp: 1.866.FIBREOP (342.7367) or bellaliant.net/myaccount
Bell FibreOp: 1.866.FIBREOP (342.7367) or fibreop.ca/myaccount
NorthernTel: 1.866.FIBREOP (342.7367) or fibreop.ca/myaccount
Eastlink: 1.888.345.1111
Cable Cable: 1-866-887-6434 or care@cablecable.net
Rogers: 1-888-764-3771
SaskTel: (1-800-727-5835) or sasktel.com/support
Source Cable: techsupport@sourcecable.net
Nexicom: 1.888.639.4266
NRTC: techhelp@nrtco.net
WTC: 613-507-9000 or support@wtccommunications.ca
Vmedia: 1-855-333-8269 or support@vmedia.ca
Northwestel: 1.855.673.1124 or nocc@nwtel.ca
Access Communications: 1.866.363.2225 or customer.care@myaccess.coop
Hay Communications: 1.888.831.4333
Mitchell Seaforth Cable TV: 1.226.302.2341
Tuckersmith Communications: 1.888.263.8225
Wightman Telecom: 1.888.477.2177
Execulink: 1-866-706-1994
Tbaytel: 1-800-264-9501
Vianet: 1-800-788-0363
MTS: 204-CALL-MTS (204-225-5687)

I have forgotten my username and password. Whom should I contact?

You can contact us at ctvgo@bellmedia.ca , but it will be faster if you contact your TV service provider at:
Bell TV: 1.888.759.3474 or mybell.bell.ca/Registration
Telus: Alberta or British Columbia residents: 310.6988
Bell Aliant FibreOp: 1.866.FIBREOP (342.7367) or bellaliant.net/myaccount
Bell FibreOp: 1.866.FIBREOP (342.7367) or fibreop.ca/myaccount
NorthernTel: 1.866.FIBREOP (342.7367) or fibreop.ca/myaccount
Eastlink: 1.888.345.1111
Cable Cable: 1-866-887-6434 or care@cablecable.net
Rogers: 1-888-764-3771
SaskTel: (1-800-727-5835) or sasktel.com/support
Source Cable: techsupport@sourcecable.net
Nexicom: 1.888.639.4266
NRTC: techhelp@nrtco.net
WTC: 613-507-9000 or support@wtccommunications.ca
Vmedia: 1-855-333-8269 or support@vmedia.ca
Northwestel: 1.855.673.1124 or nocc@nwtel.ca
Access Communications: 1.866.363.2225 or customer.care@myaccess.coop
Hay Communications: 1.888.831.4333
Mitchell Seaforth Cable TV: 1.226.302.2341
Tuckersmith Communications: 1.888.263.8225
Wightman Telecom: 1.888.477.2177
Execulink: 1-866-706-1994
Tbaytel: 1-800-264-9501
Vianet: 1-800-788-0363
MTS: 204-CALL-MTS (204-225-5687)

I am in Canada but CTV GO says that I am outside Canada. What can I do?

You can contact us at ctvgo@bellmedia.ca

I am using a Chrome browser and cannot view video. What should I do?

You may have received an error message that a plug-in has crashed or stopped. This will likely require a change to a plug-in that the Chrome browser loads by default with each new version. To do so follow the steps provided here:
Chrome 55
https://support.google.com/chrome/answer/108086?hl=en

Chrome 56

https://support.google.com/chrome/answer/142064?hl=en&ref_topic=3421434

The player functions aren't working. What should I do?

You can try refreshing your browser, or if in an app, hard-close the app and try again. If it still doesn't work, contact ctvgo@bellmedia.ca

Some of the artwork isn't appearing on the player. What should I do?

The video should still play regardless of whether or not the artwork is present. The absence of artwork could indicate a problem with your Internet connection that will also prevent video from playing.

When I try to watch a program, the video keeps skipping, stopping, or giving me an error message. Why is this happening?

All video in CTV GO is tested before it is released into production so the most common cause of skipping in video is the condition of your Internet connection. However, if you have watched multiple videos and only experienced problems with one, please contact ctvgo@bellmedia.ca

I've downloaded the app but it won't open or it keeps crashing. What should I do?

There may be something wrong with the installation on your device. Please uninstall the app completely, then install it again. If you continue to experience difficulty, please contact ctvgo@bellmedia.ca .

The parental controls aren't working. What should I do?

Parental Controls are currently not available. However, we are working to deliver this feature in the near future.

While trying to watch video on the website, I received an "Adobe Flash Player is out-of-date" message.

Follow the instructions to update to the latest version of Adobe Flash Player. https://get.adobe.com/flashplayer/

While trying to watch video on the website, I received a "Right Click to play Adobe Flash Player" or "Enable Adobe Flash Player" message.

Right click on the message within the video player and follow the steps to play video instantly. If that doesn't work or isn't available, follow the steps to enable Adobe Flash Player in your browser: https://helpx.adobe.com/flash-player.html

How do I enable Adobe Flash Player in my browser?

To watch video on our website Flash plugin must be enabled. Follow the directions here: https://helpx.adobe.com/flash-player.html

Why is Flash being disabled in my browser by default?

Browsers such as Google Chrome, Mozilla Firefox, Apple Safari disable flash by default. In the coming months, we will have a new solution that will not require Flash and will meet all new industry standards. The transition will be seamless to our customers and video will continue to work.