SUPPORT - Family Entertainment Package
Konnectv Office Timings: Monday - Friday 9.00 am. - 7.00 pm. Saturdays: 9 am to 1 pm
Konnectv Office contact number: 1300 797 012
Outside office hours, kindly send us an email on email@example.com
Please send us your details to contact you.
Some frequently asked questions:
What is the procedure to get connected?
1) Call us on 1300 797 012 and speak to our Sales Executive. They will provide all information and email / fax / post & forms. Or you can download forms from our website www.konnectv.com.au
2) Print out, fill the forms and fax the forms to us on 1300 794 021
3) Our installation company will call and fix a time for installation and get you connected within 7 working days
How many days do I have to wait for the connection after sending the forms?
We will get you connected within 5 -7 working days once we receive your forms.
Does the equipment belong to me?
The equipment remains the property of Konnectv. Once you disconnect, we will be taking back the equipment.
When will I be charged ?
Initial payment- the installation amount and pro rata subscription will be charged once you get connected. Monthly subscription will be charged on the 5th of each month. If you get connected on the 10th for example, then we will charge you for subscription from the 10th to the 4th of the next month. Then on the 5th you will be charged for the month.
Is the subscription charged in advance?
Yes, we charge you the monthly subscription in advance for the month.
How can I make the payment?
You will have to provide your credit card/bank account details on the direct debit form for the monthly subscription and the initial amount.
What is the procedure to change my payment details?
Please fill in your new details on the Direct Debit Form and email the same to us.
How is the picture and sound quality of the channels?
It is a digital transmission with crystal clear picture and sound quality.
How many TVs can I view the channels on ?
We will be providing one main connection. If you wish to view the channels on a second tv, you can take a second decoder ie. a second subscription.
Do you accept American express?
You can pay by visa or master card. We do not accept American express.
Is there a contract period?
Yes once you join us you on a 12 month or a 24 month contract. If you want a NO Contract option please call us on 1300 797 012.
Can I suspend my service if I am going away for some time?
Yes, you can suspend the service for 2 months in a calendar year.
Charges as per the Konnectv Rate card will be applicable.
Kindly fill in the Suspension Form and fax the form to Konnectv.
I might be moving to another house next month,can you help?
Sure. We will send a technician to remove the equipment from the current house and reinstall at the new place. Charges as per the Konnectv Rate card will be applicable.
Kindly fill in the Relocation Form and fax the form to Konnectv.
Will I get a monthly statement for the payment I make?
Since it is a direct debit system, you can see the amount debited from your bank statement.We do not send a monthly statement.
I would like to know next weeks programs.
Sure, click here to see the program schedule.
Kindly Note: The Schedules printed in the magazine which posted to our subscribers may change during the month. To see the updated program schedules please check the Schedules section on the website.
Frequency: 12.361 MHz
Symbol rate 9.404
I am not able to view channels. What do I do ?
Make sure your decoder is on from the main power and from the remote. Also ensure that you are on the right tv channel. If you are still not able to view channels, please call us on 1300 797 012 or send us an email on firstname.lastname@example.org
Some simple steps to ensure you view our Channels uninterrupted.
Leave the decoder on at all times. Only turn it off from the remote at night.
Make sure the satellite cable and the audio/ visual coloured wires are tightly inserted behind, from and to the TV and decoder at all times.
Make sure the smart card is not taken out of the decoder. If it is, then ensure that it is inserted back in the right direction from the arrow.
Keep the decoder in a place which is well ventilated.
If you stop getting the service, please check the message being displayed.
Follow the simple steps given below to try and restore the service:
Radio sound coming and no picture. It has gone on to the radio mode. Press the TV button on your remote and the service will start working. If still not working, call us on 1300 797 012 or send us an email on email@example.com
E-16 Service is currently scrambled. Turn off the decoder from the black button at the back and turn it back on. If still not working, call us on 1300 797 012 or send us an email on firstname.lastname@example.org
Smart card failure. Please ensure that the smartcard is in the decoder the right way. Golden chip on the card should be face down and will go in first. If still not working, call us on 1300 797 012 or send us an email on email@example.com
Blank Screen. If the decoder panel has CH and the Channel number then that means everything is fine from our end. Check other TV settings and that you are on the correct TV channel. If still not working, call us on 1300 797 012 or send us an email on firstname.lastname@example.org
TV Channel Sound is coming but no picture. The red yellow and white leads at the back of the decoder should be tightly in. If AV Leads are in, then turn off the decoder from the back (black button) and turn it back on. If still not working call us on 1300 797 012 or send us an email on email@example.com
E-48 No signal
- Check the satellite cable ( thick black cable ) at the back of the decoder is tightly in the decoder.
- If the dish is in the balcony or courtyard, please check if the dish has moved from its marking. If not, then turn off the decoder from the black button at the back and turn it back on. If still not working, call us on 1300 797 012 or send us an email on firstname.lastname@example.org
- If the dish is on the roof, turn off the decoder from the black button at the back and turn it back on. If still not working, call us on 1300 797 012 or send us an email on email@example.com