Manojok's profile

New Commentator

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4 Messages

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3 Points

Sun, Feb 14, 2021 1:27 AM

Regret re-contracting the TV service

Re-contracted the TV service in Jan and it has been the worst TV viewing experience we've ever had. Every time we switch on the set top box the channel switching experience is haywire. On 29th we do not have the TV programs and when called Starhub support on 29th voice recording message is, they are aware of some TV program issues in certain areas and they are trying to resolve but 30th the issue still was not resolved.

Today 13th Feb, same happened, channel with screeching voice and video hanging. 

Calling support is never reachable even if we hold the call for more than 30 minutes on many occasions. 

Carla_P

Moderator

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5.5K Messages

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3.2K Points

8 m ago

Hi @Manojok, apologies for the inconvenience you have encountered. Please help us perform some basic troubleshooting steps below to resolve or get to the bottom of the issue with your TV.

 

Reboot all your equipment in the following sequence:

1. Turn OFF the TV's power, IPTV set-top box, followed by the Optical Network Terminal.
2. Ensure all your cables are properly connected and secured.
> Fibre patch cord (yellow cable connecting Termination Point and Optical Network Terminal)
> LAN cable (cable connecting Optical Network Terminal to TV)
3. Wait for 1 minute. Turn ON the Optical Network Terminal power and ensure that the LED lights are green and steady. Then turn ON the set-top box and wait for the LED lights to be stable. Last but not least, turn ON your TV.

New Commentator

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4 Messages

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3 Points

8 m ago

Carla, we've done this several times including swapping set top box from the other room but for benefit of doubt we did shutdown all the equipment's, checked cable and rebooted and it is the same. Additional info on error is [M7001] most of the time after we switch on the set top box.

Just to add on the phone line has not been working since the recontract setup too.

Carla_P

Moderator

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5.5K Messages

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3.2K Points

In this case, please get in touch with our Customer Support via Facebook Messenger as this will need further technical assistance. Thanks for your understanding. 

~ Carla

 

 

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