What to do if Rostelecom interactive television does not work, but the Internet works?

Approximately three million users, perfect picture quality and accessibility are just some of the advantages of IPTV television, a service offered by Rostelecom. Meanwhile, technical support specialists often have to answer the question: why does interactive television not work at Rostelecom, despite the fact that there are no problems with the Internet connection. Despite the fact that RTK specialists are constantly improving the quality of the service, problems with IPTV happen, and this is far from uncommon. If you have a situation similar to the one when Rostelecom television does not work, but the Internet works, you should not fall into despair, since in most cases the problem is solved, even without the intervention of specialists.

Whatever the quality of the services provided, any technique can fail and, unfortunately, the perpetual motion machine has not yet been invented. I would like to warn you in advance: if your Rostelecom TV freezes, 50% of it can be fixed by rebooting the receiver. Fascinated by the variety of media content from IPTV, many users of IPTV set-top boxes do not turn them off from the power source for months, only putting them into Stand-BY mode before going to bed. Considering that the service is constantly being improved, and versions with new firmware appear, your equipment simply needs to be updated. In this case, disconnecting the router and set-top box from the network can help.

Among the possible problems, one can also highlight the connection of the TV tuner to the “wrong” LAN socket. Usually, the manufacturer allocates certain LAN ports to connect a set-top box, and if you decide to connect it through another port intended for Internet connection, for example, nothing will happen. If you did everything right, but Rostelecom does not show television, you should look for the reason in another direction.

Important! If you are using ADSL, you must use the LAN-4 port to connect, the same port is assigned when connecting via fiber optic. In the case of using two or three set-top boxes, the LAN-3 and LAN-2 ports are used, but never the LAN-1 port intended for connecting to the Internet.

You may encounter the fact that an inscription is displayed on the TV saying that there is no signal from the set-top box. This happens quite often, and users ask why the television from Rostelecom does not work when the Internet is working, if everything is done correctly and the receiver is connected according to the rules. In most cases, this happens because you did not indicate to the device the input through which the set-top box is connected, and modern television receivers provide several outputs for connection.

Error no IP address

Among the most common reasons for the lack of a signal, if Rostelecom shows a black screen, you should look for the reason in the Wi-Fi router settings, although this can happen due to incorrect port settings by the provider. First of all, you must reboot the router and set-top box, and if you did this, and the TV does not work, you can check the quality of the twisted-pair connection - the cable leading to the set-top box. If the connections are tight, you should try to connect using another cable - the problem may not be that there is no signal, but that the cable is simply worn out. Changes in the router settings can fix the set-top box malfunction error from Rostelecom, and this can be done at http://192.168.1.1, or by contacting support.

Endless running rabbit

The first inclusion of some models of IPTV set-top boxes is very popular with children, as a rabbit appears on the screen, and then a cartoon “about hares” is shown. In fact, this is a problem associated with not receiving firmware from Rostelecom via multicast. There can be two reasons for this:

• An error occurred when configuring the router, and in this case, the set-top box may be assigned the wrong IP address. Setting the port to STB can help in this case, and don't forget to make sure IGMP Snooping has been enabled.
• Problems related to a hardware configuration error on the part of the service provider. This rarely happens, and only technical service personnel can deal with the problem.

Important! If you think that the set-top box has stopped working due to a problem related to a router connection error (the port for STB connection is not configured), change the LAN port to the WLAN port in parallel.

Invalid login and password

A lot of trouble is caused by problems related to authorization on the IPTV server or on the authorization server. You can enter, for example, an incorrect username or password. If you are sure that you entered everything correctly, and Rostelecom interactive TV does not work, you should refer to the settings of the router or modem. In particular, checking the configuration settings of the router and rebooting the receiver itself can help. If IPTV from Rostelecom does not work, you should still contact technical support, whose specialists will check the authorization data.

No signal

If, after connecting the set-top box, there is no signal on the TV, as evidenced by the absence of an image and sound, you may need to set up the TV receiver itself. The fact is that various devices can be connected to modern TVs, so it is very important that the connection port matches the settings, since not all TV receivers have learned to do this in automatic mode. First, you need to find the Source button on the remote control, which is responsible for the signal source. By clicking on this button, you will be taken to a menu in which you need to select the desired connection port. If you do everything right, a good quality image and a signal from Rostelecom will appear immediately. The problem may also be a loose fit of the contacts, and to fix it, it is enough to disconnect the cable and reconnect it. If you can’t solve the problem on your own, you won’t be able to do without the help of a specialist.

loading error

Quite often, when users say that the Rostelecom TV set-top box is not working, they mean the inscription “Server not found” that appears on the screen. Below this inscription, users are advised to contact customer support. In fact, if the server is unavailable and Rostelecom does not show channels due to a server failure, you will not be able to solve the problem on your own. Help can only be provided by specialists who will have to turn to help.

Users of IPTV television can see on a black screen an inscription warning about a problem connecting to the server, while the system reports that the network interface is connected, and the IP address has been received. This means that the Rostelecom server is unavailable due to a failure on the provider's networks - a fairly common phenomenon. In this case, leave the set-top box enabled and wait until the problem is resolved on the server. If the work of the set-top box is not restored, it must be rebooted. First, the set-top box itself turns off, then the router, after turning on the router, 5-7 minutes should pass, after which you can turn on the receiver. The problem must be solved.

Image with squares

If the image comes with freezes, or it is impossible to watch Rostelecom television due to the appearance of a blurry picture with “squares”, while the sound does not disappear, but “stutters”, you must restart the set-top box again. If this measure did not help, or helped for a while, you can try disconnecting all devices from the router, with the exception of the TV tuner itself, try also turning off Wi-Fi. Turning on all devices gradually, you will determine the source of the channel download, and most often this happens on ADSL lines, and especially in cases where the channel is busy with downloads from file hosting.

Wired interface not available

If you see a message about the absence of a wired interface, remember that the problem is a malfunction of your Internet line. Most likely, the standard procedure for rebooting the router and receiver can help solve it. You should also not forget about possible mechanical damage to the cable. You can check why the network interface is not connected by connecting a new cable.

Service (login) blocked

If Rostelecom channels are not shown, this may also mean that the service (login) is blocked. Timely payment for interactive television services can solve the problem, and you can check the status of your account in your personal account on the Rostelecom website, in some cases replacing the set-top box helps.