Troubleshooting

I AM NO LONGER ABLE TO USE CHROMECAST, WHAT SHOULD I DO?

We are aware of an issue preventing users from casting on the iOS CTV app at this time. We expect a resolution shortly. Sorry for the inconvenience.

WHY AM I GETTING A "VIDEO PLAYBACK ERROR" ON MY IOS DEVICE, ANDROID DEVICE, OR ON MY CONNECTED DEVICE?

This message will be displayed when you try to watch CTV video content on an iOS, Android, or connected device that doesn’t have an official release of the OS (operating system) software. CTV only supports official releases. "Jailbroken" devices are not supported.

I AM IN CANADA BUT CTV GO SAYS I AM NOT.

You can contact us at help@ctv.ca

I AM USING A CHROME BROWSER AND CAN’T VIEW VIDEO.

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: https://support.google.com/chrome/answer/6258784

THE PLAYER FUNCTIONS ARENOT WORKING.

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 help@ctv.ca

SOME OF THE ARTWORK ISN'T APPEARING ON THE PLAYER.

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.

We do our best to test all videos for casting before it is released into production, so the most common cause of skipping in video may be related to your Internet connection. However, if you have casted multiple videos and only experienced problems with one, please contact help@ctv.ca. If you get an error message, please report it to us, providing as much information as possible so that we can resolve the problem.

I'VE DOWNLOADED THE CTV GO APP BUT IT WON'T OPEN OR IT KEEPS CRASHING.

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

THE PARENTAL CONTROLS AREN'T WORKING.

Parental Controls are currently unavailable, however, we’re working to deliver this feature in the near future.

I'M UNABLE TO ACCESS THE SIGN-IN PAGE.

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’s 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 then 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.

I'm having problems signing in/ forgot my username/password. 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)

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