 |
|
 |
| FAQ |
Please Select Category |
|
|
 |
|
|
     |
 |
|
 |
|
| Customer Care |
| |
 |
| |
| Q1: Sometimes the video and audio signal cannot be received on certain TrueVisions channels, and there is no text on the screen. Is there something wrong with these channels? |
| |
| A1: These problems may stem from a range of sources: There may be technical problems with the your LNBF equipment, which could affect the signal reception frequency. Each channel comes in different frequencies, for example CNN, BBC World come in 1304 MHz from the ThaiCom3 satellite. If there are problems within such frequency, then the reception of those three channels will be accordingly affected. The reception ability of the equipment is lowered thereby affecting the video and audio signal that is coming in. Please see our Troubleshooting section to solve your technical problems |
|
Q2: What solutions can TrueVisions offer regarding DStv reception problems experienced during rain? |
| |
| A2: The DStv system operates on what is called a Ku-Band frequency, which is a very high frequency at 12 GHz. Employing such a high frequency has good and bad points. different impacts. - A good point of the KU-Band frequency is that there KU-Band frequency has little interference, giving a high quality in the video and audio transmission of the digital signal. The high frequency also allows the reception equipment to be quite small, unlike other systems which operate on a lower frequency, needing a larger satellite dish. - The negative aspect of the high-frequency KU-Band,The high-frequency KU-Band sent from the satellite to the reception dish, is the short length of the signal. This means that it cannot penetrate heavy rain that blocks the signal path. In light rain, however, the video and audio signal can still be received with relatively no interference. (Except in cases where the signal is low). The "rain fade" problem is endemic to the usage of the Ku-Band frequency, regardless of which country it is used in. However, countries in monsoon zones are more likely to be affected. Interference from rain, however, should be limited only to short periods, after which the DStv system will search for a new signal and normal viewing will resume. Please see our Troubleshooting section to solve your technical problems. |
|
Q3: I have experienced constant reception problems, and have been advised by the TrueVisions Customer Service Center to take out the Smart Card for cleaning, or turn the reception equipment off and on again. What should I do if the problem still persists after such measures? |
| |
| A3: The DStv system receives a high frequency signal directly from the satellite using a small reception dish and receiver (IRD).The IRD is used to control the switching of channels, the volume and so on. Therefore, in cases where a technical problem occurs with the reception of the signal at any point, the IRD will be duly affected, and will display the symptoms of no signal or various error codes. The solutions for IRD technical problems are varied according to the symptoms that are displayed. For example, "E-05 Smart Card" requires the changing of the Smart Card. However, in most cases the problems stem from a technical problem with the IRD itself. For example, the E-05 Smart Card may indicate Smart Card damage when in fact the Smart Card is not damaged, but merely dirty. Members only then have to take out the Smart Card for cleaning, and normal viewing will resume. The solution for IRD errors by way of taking out the Smart Card or CA Module, and unplugging the equipment for 5-10 minutes, and then reinserting and re-plugging the whole system in again is considered only a preliminary measure. This is done only to reset the IRD. If the problem still persists on a constant basis, it may be traced to the following: The reception dish cannot adequately receive the signal. You can check this problem by accessing the IRD's Menu and following the instructions given in each IRD model. - The IRD may be placed in an inappropriate place, such as a cupboard, making it overheat. The installation may be done on a cable connection exceeding 30 meters and up to 50 meters. The IRD is damaged. Please see our Troubleshooting section to solve your technical problems. |
|
Q4: Why is there a loss of signal during rain and a message "Looking for Data" appears on screen? |
| |
| A4: The transmission in the DStv system requires the signal to be sent from the Earth station to the satellite orbiting above at a distance of 35,768 Km, and then relayed back to Earth to the satellite reception dish located at your installation location. Such signal transmission is done at frequencies ranging between 12-14 Gigahertz, which is an international standard set by the ITU (International Telecommunications Union) for satellite television signal transmission, and is currently being used worldwide. The frequency has its endemic qualities with relations to magnetic fields and can be interfered by heavy clouds. This explains the DStv signal loss during rain or heavy clouds, with the length of the signal loss being dependent on the extent of rain, and the heaviness of the clouds above the reception dish. TrueVisions uplinks its signal from the ThaiCom Earth station, a high-tech facility using the same equipment as those in other stations around the world. The ThaiCom station is also ISO 9002 certified. With such transmission capabilities of TrueVisions, normal viewing will automatically resume after rain or the disappearance of heavy clouds. |
| | |
|
 |
|
 |
|
|
|
1 / 2 |
 |
|
|
 |
|
