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| FAQ |
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| Customer Care |
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| Q5: Why is the Free TV signal of channels 3, 5, 7, 9, 11, and iTV unaffected by the climatic conditions? |
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| A5: The Free TV signal is sent from an antenna situated 100-200 meters above ground, within a radius of 50 kilometers. The signal is sent in the VHF or UHF frequency, which is lower than that used in the DStv system and is less affected by climatic conditions. Therefore, Free TV reception is unaffected by rain or heavy clouds. However, Free TV signals are still susceptible to shadow areas, or areas where there are tall buildings or trees, something which is not a problem with DStv. |
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Q6: 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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| A6: 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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Q7: 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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| A7: 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 Troubleshooting section to solve your technical problems. |
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Q8: 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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| A8 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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