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| Customer Care |
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| Q1: How can optic fiber (CAtv) signal reception be interfered? |
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 A1: Cable TV reception signal can be interfered by a number of reasons, including road mending or unpredictable incidents like fallen electrical post, or optic cable maintenance. TrueVisions will inform members of scheduled maintenance in your area via on-screen messages. If you have problems with reception, you can check the reception status of the equipment as follow: 1) Press Menu button on your remote control 2) The Main Menu appears on the screen. Move the arrow to "Set-Top Operation" and press Select. 3) Move the arrow to "Set-Top Condition" and press Select. 4) An on-screen message appears displaying various statuses, please note "DATA" - If the screen shows the status DATA: OK, the reception of your equipment is normal. Please contact TrueVisions Customer Service Center if your TV does not receive any signal. - If the screen shows the status DATA: NONE, there is no signal reception at your SET-TOP equipment. Please make sure that cable connectors at the receptor or SET-TOP equipment are securely connected. If your TV does not receive signal normally, please contact TrueVisions Customer Service Center for assistance. Note: Press Menu once again to exit the on-screen menu. |
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Q2 Why does TrueVisions advise members to keep the reception equipment plugged in at all times? Is this a waste of electricity? |
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| A2: We advise you to keep your Set-top Box or IRD plugged in at all times to ensure that TrueVisions is able to be in constant communication with the your reception equipment and provide updates or any required changes. For example, when TrueVisions wants to enhance the capabilities of the reception equipment, it will download information into the equipment, automatically upgrading it. Or, in the case where TrueVisions is adding a new channel , it is imperative that members have their equipment plugged in at all to receive the update. Keeping the reception plugged in at all times requires minimal electricity and can be calculated based on the 1 electricity unit = Baht 3 scale To have the equipment turned on and fully operating for 24 hours would incur an electricity cost equal to Baht 3.24. To leave it on Standby mode would only require about 10% of that, roughly Baht 0.3 per day. |
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Q3: Why is the volume level different on each channel and can TrueVisions adjust it so that it is the same on all channels? |
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| A3: True Visions has a master control to monitor the level of audio accompanying each channel prior to relaying them out to members' households. Members can be confident that the volume level is pre-adjusted to the same level at all times, but due to the fact that there are always discrepancies in each channel's signal, minor volume differences may still be felt at the reception end. |
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Q4: In cases where there is a need to unplug the reception equipment for a given period, when there’s nobody home for example, will there be an effect when it is plugged back in again? |
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| A4: Every time the equipment is unplugged and plugged back in again, it will automatically undergo a self-test prior to starting operation. This test will take around 1-2 minutes. During that time, members are requested to wait for the signal, which will resume after the test is completed. When the self-test finds abnormalities with the software, CA module, or the absence of a Smart Card, the normal operation of the equipment will be affected and will display an error message. Please first see our Troubleshootingbody_troubleshooting.asp section to solve your technical problems. |
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