Troubleshooting - Airtel digital TV

Troubleshooting

You can get help on using your digital TV system at many places. We always ensure that the Airtel installation team gives you a good overview of the entire system. In case you or anyone else in your family wishes to know more:

The user guide tells you in detail the key features and getting the most out of the exclusive features. The troubleshooting tips given ahead can come in handy. Download User Manual (Click here).

You can tune into Channel 999 to see our always-on help video. We take you step by step to use the digital TV system.

If you feel like writing to us send us a mail on digitaltv@airtel.in.

If you feel like talking to us, call us on 1800-102- 8080 (toll free number) or 020-40181400 (tolled). & Toll free from Airtel mobile 12150.

Troubleshooting Tips

Read these troubleshooting tips in case you have a problem using your equipment. Do check the following before you call us. It is easier than you think.

Problem	Possible Cause	Action
No picture, No Sound and no front panel display	Set-Top box is not plugged into the mains or is not switched on.	Check mains connections. Press to ON/OFF button on the front of the STB.
No Picture, No Sound but the front panel shows the display.	The receiver is on Standby.	Press on the power button on the Remote control to bring the Set-Top box out of standby.
No Picture, No Sound but the indication on the front panel of the Set-Top box is correct	1. You are watching TV through your cable operator, Aerial connection or VCD, DVD player. 2. The AV connection are wrong. 3. The connections are right, but the TV is not connected up to external AV source [AV1, AV2 or DVD] 4. The cable connections are may be faulty [damaged, broken] or missing	1. Press the AV button on your remote. 2. Check the AV connection in the STB. 3. Check the TV’s AV connection. 4.Check all your connection and consult [see “connection diagram] or call us.
Irregular or bad reception	Problem with cable connections. [damaged, broken connection or wires]	1.Check all the connections and cables. 2. Contact customer service.
A blank screen comes when you choose some services.	You are watching a encrypted service or program	1. Choose another service or program 2. Contact customer service
The remote works with the TV & not with my STB.	1.You need to reset your remote control.	1.Press STB on your remote control to control your STB 2.Refer this guide to program your remote
The remote control does not operate.	1.Your STB may be off. 2. There are no batteries or the batteries may have become flat.	Make sure you point your remote directly towards your STB and nothing is between the two. The remote command light on your STB and on your remote control should flash each time you press a remote key. If neither light flashes, check batteries in you remote and if your STB is plugged to mains.
I have forgotten my PIN		Call customer care to have your PIN reset
I cannot close the electronic programme guide		Press exit key on remote.

Error Messages on Screen:
Read these tips if you see a message on screen and don’t know what to do next :

Message	What does it mean	Action
Insert your View card	There is no View card in the card slot of your STB	Insert or reinsert your viewing card. The card holds all the information your STB needs to know about your subscription
There is a problem with your View card	Your STB cannot recognize your View card	Check if your View card is right way up and not damaged.
This program has already started	The program has already started and you can’t buy it now.	Check the listing to find when you can buy it next.
No satellite signal is being received	Your STB is not receiving a satellite signal	Check the cables from your satellite dish are correctly plugged to your STB
A yellow envelope blinks on screen	You have received a new message from Airtel	Press the yellow key on remote to read the message
This channel is blocked	Your current subscription does not include this channel	Add a top-up or upgrade your package. To add a top-up simply SMS Add <Topup Name> to 54325. To upgrade your package call Customer Care.