FAQ’s

Decoder

  • No Channel Received

    Make sure your Indoor / external antenna is well connected. You can also change the position of your indoor antenna or increase the height of your outdoor antenna. If problem persist call any of our hotline numbers and a service agent will be assigned to you for further assistance.

  • No Signal

    Make sure your indoor antenna is well fixed and placed. Adjust it around your TV SET till you get signal, if problem persist, you are required to get an outdoor antenna (Yagi Antenna preferably). If you are using an outdoor Antenna(yagi Antena), and still having No Signal, visit any of our business outlets or call any of our hotline numbers and a service agent will be assigned to you for further assistance.

  • No Service

    Kindly follow the procedures below;

    1. Adjust your Antenna till you get signal.
    2. Embark on AUTOMATIC SEARCH >>> Click on MENU button on your remote control, scroll to SYSTEM SETTINGS and press OK.In the list displayed,scroll toAUTOMATIC SEARCH and use the right arrow key to navigate to the YES and NOoption.Select YES and press OK.
    Call any of our hotline numbers and a service agent will be assigned to you for further assistance.

  • No access/Not subscribed

    This simply means your subscription has expired. Kindly recharge by using any of the following methods :

    1. Buy recharge card from BHs or Dealers and follow the instructions on how to recharge at the back of the recharge.
    2. Through Mobile Money account(StanbicIBTCMobileMoney(*909#), and Pocket Moni, MTN (coming soon)
    3. Quick Teller websites and ATM
    4. Bank Recharge.

  • Smart Card not paired or wrong pairing

    This is when a smartcard is mismatched or wrongly paired with another decoder. Please visit the nearest business hall or call our hotline :01-4618888 / 09-4618888

  • Decoder fails to power

    Please check whether the power plug of the decoder is correctly inserted into the AC 220V power jack –and whether the switch of the decoder switches on. If well connected and problem persist,please visit the nearest business hall or call our hotline :01-4618888 / 09-4618888

  • Auto rebooting

    This is when a decoder continues to come up and go off immediately,mostly caused when a decoder cannot upgrade itself. Please visit the nearest business hall or call our hotline for assistance :01-4618888 / 09-4618888

  • Decoder displaying 8888/9999,”C” / “0” on the front panel

    Please visit the nearest business hall or call our hotline for assistance :01-4618888 / 09-4618888

  • No audio / No Video

    1.Please check whether the antenna is correctly connected to the decoder. 2.Check the audio and video cables of the gateway and TV, it must be video out – video in, audio out – audio in). 3. Ensure that the TV is in the AV mode. For TVs with more than one (1) AV setting, please select the right AV setting using the correct port on the machine (TV) and the same selection on the remote control. 4.  If (a), (b) and (c) are fine, then suspect the AV cables in use. Try a new set of cable. If problem persist,Please visit the nearest business hall or call our hotline :01-4618888 / 09-4618888    

  • How to recharge

    1. Buy recharge card from BHs or Dealers and follow the instructions on how to recharge at the back of the recharge.
    2. Through Mobile Money account(StanbicIBTCMobileMoney(*909#), and Pocket Moni, MTN (coming soon)
    3. Quick Teller websites,PAGA and ATM
    4. Bank Recharge.
    5. Easy recharge on StarTimes Mobile App(tenbre) via PAGA. Download here: www.tenbre.me

  • How to run a default setting on your decoder

    1. Press the blue button on your remote control 2. Scroll to default setting 3. Press the arrow button to the right of OK button 4. Then Select “YES” on the TV screen 5. Press OK on your remote control 6. You will see “Restore init data Yes or No” 7.Then Select “YES” and Press OK on your remote control 8.Wait until the decoder restarts and finishes the automatic search