What to do if Rostelecom TV does not work

Rostelecom, a popular mobile and internet provider, has recently started providing interactive TV broadcasting services. The ability to access digital channels on various topics and the option of video rental appealed to millions of subscribers. The equipment that provides access to such a TV is represented by a special set-top box. It is connected to modern TVs via an HDMI slot. However, the improvement of television broadcasting technologies did not rule out the occurrence of technical problems. What to do if the provider is Rostelecom, and television does not work?

Failures in the correct signaling occur due to various factors. The most common are interruptions on the company's server line, defects in equipment or mechanical damage to the optical fiber. Each of the problems requires an individual approach.

If it is noticed that interactive television from Rostelecom does not work, then the most commonplace solution is to reboot the equipment. In most cases, this helps to establish television broadcasting. However, if problems arise due to the fault of the communication provider, such manipulations will not bring a tangible effect - specialists need to check the station equipment. Let's look at the most common problems.

Breakdowns on the provider's line

A visual inspection of the equipment for correct connection and the presence of mechanical damage to the cable will help to recognize such a nuisance. If no defects are found, and the inscription “No IP address” flaunts on the TV screen, then an emergency has occurred on the cable line or the server of the communication provider. Other reasons are often not related to the provider: a router malfunction, a patch cord malfunction. If the day before there were no manipulations with the equipment, then you should send an appeal to the technical support service of subscribers.

Additional channel package or additional functions do not work after connection

You should check with Rostelecom for specific options in the paid package, and also check the balance in your personal account. Some additional services may be provided for a fee. In addition, from the moment of connection, it takes some time for the functions to activate.

"View Control" service not working

This option is designed for comfortable viewing of your favorite TV shows at a convenient time for the subscriber. It is provided on a paid basis and requires a separate connection. You may need to restart your device.

'Subscription Extension Required' error appears when viewing a channel

You need to check if the required channel package is activated.

This occurs when you connect a third-party set-top box with a debt due to it. You can restart STB several times or try switching channels until the authorization field appears. If it does not work, it is recommended to contact the service department for clarification. Perhaps the balance simply ran out of funds.

When turned on, a rabbit or an endless cartoon with a hare runs on the screen

A cute animal symbolizes the unavailability of the firmware at a given time. Often, such entertainment occurs when you first connect, incorrectly configure the Rostelecom port, or reset the router settings.

It is not possible to order a movie - the error “For technical reasons, the purchase is not available at the moment. Error code: R0E1RS0ES0"

This problem is temporary, the provider is looking for a solution to completely eliminate it. Extended to some films without specifying the cost.

The Zabava app on a Samsung TV gives an error "Provision of service in the region where you are located is not possible"

Such a signal is given when there are problems with access to the Internet.

As you can see, some problems are indirectly related to the provider, but setting up and correctly broadcasting is his direct responsibility.

Client side problem

The user can have little effect on the quality of the television signal from Rostelecom, except for timely payment according to the chosen tariff and ensuring the safety of the rented equipment. There are not so many factors that caused interruptions in the operation of interactive TV on the part of the subscriber. They are listed below.

Mechanical damage to the cable

It is logical that with a wire that has lost its integrity, television hangs. Sharp teeth of curious pets, point impacts and crushing of the fiber optic cord significantly reduce the functionality and durability of the product.

The TV does not receive a signal from the set-top box

The device can signal this in different ways: a blue or dark screen, the inscription “No Signal” or without it. Most often, such a nuisance occurs due to connecting the set-top box to a slot that was not intended for it. Inexperienced subscribers are sometimes confused in the variety of inputs and connectors of modern TVs.

Where to call to solve the problem

If TV broadcasting has not been restored after rebooting the equipment and monitoring the connected cables, it's time to call Rostelecom's unified service center at 8 (800) 707-18-11. This service accepts calls around the clock, and managers on the line will be able to answer questions of interest to the subscriber. In addition, if the failure occurred due to an accident, gusts on the line, the operator will definitely warn about this incident and tell you the approximate time for the completion of repair work.

Error "Channel disabled at the request of the subscriber"

Broadcasting only the first ten channels means using STB blocked by Rostelecom, even if there were no interruptions the day before. This means that the subscriber account does not match the set-top box used. You can correct the situation by calling the single number 8 (800) 100-08-00 and reporting the problem. The operator will need information about:

• text or error number on the TV screen;
• the number of broadcast channels (if any);
• mac-address of the set-top box (you can peep on the device panel below).

Based on the data provided, specialists will check the channel number and program guide of the image, after which the company will take measures to correct this error.

Problems with the router or set-top box

If the interactive TV is connected through a router, and not directly to the TV, then the reason why Rostelecom TV freezes may be a malfunction of the router. During the first start, you must enter the correct software configuration (enable IGMP reception) and allocate a separate port for the set-top box. The correct settings for any STB can be found on the provider's website in the "Technical Assistance" tab.

At the first detection of a problem with television, you must restart the router with a turn-on interval of at least a minute. It is assumed that there were interruptions in the electrical line, which led to the freezing of the device. If the problem persists, check the hardware software configuration. The failure of the settings could be caused by power surges or inexperienced actions of other users. New software required. Be sure to check if the TV is properly connected to the LAN port.

The lack of a TV signal may be due to a failure directly in the set-top box. If, after turning on, the screen does not show an image, then the Rostelecom TV set-top box itself does not work. The reason may be a firmware bug. It is difficult to cope with such a task on your own, it is better to call a qualified specialist of the company or take the device to the Rostelecom center for replacement or repair. Information about the location of the nearest customer service office is available on the Rostelecom website.

Here are the most common problems affecting the modem and set-top box.

Download error: "Invalid username or password"

The reason may be incorrect entry of the combination from the subscriber card. If everything is entered correctly, then the matter is in the settings of the router. If the server is unavailable, then the set-top box will not be able to log in and will constantly refer to an incorrect login. You should double-check the software configuration in the router settings.

The prefix Rostelecom does not respond to the remote control or commands are executed with a delay

To begin with, it is recommended to change the batteries in the remote control, if it does not help, then the combination 977 must be reset. Then try the codes: 3220, 3221, 3222, 3223. By the way, you need to direct the remote control not at the TV, but at the STB, then additional manipulations may not be necessary.

The prefix does not load - it constantly shows the Rostelecom logo

If there are no messages on the screen, and there is a flashing yellow or green icon on the set-top box panel, then the set-top box is most likely freezing. If STB does not boot within 20 minutes, then it should be rebooted. Did the problem go away? It is worth taking the device to a service center, where they will diagnose and replace the device with a new one.

Error: no IP address

In this case, a reset button is available. If it is not there, it is assumed that the prefix itself will overload itself. Most often, the reason for this is the incorrect operation of the router. You should look in the settings at http://192.168.1.1 if there is a separate connection for IPTV, and if there is a dedicated port for STB.

Load error: server not found

This problem signals problems on the provider's server equipment, therefore the only right decision would be to call the contact center and clarify information about the work being done by them.

Message: "Wired interface not available"

This error occurs if the set-top box turns off during IPTV operation. It is necessary to check the integrity and correct connection of the cable, as well as the connection of the set-top box to the power supply.

The image is only on 8 federal channels. Others have a black screen

Most often, this means blocking the subscriber's login due to the fault of pressing a special remote control key or lack of funds on the balance. You need to check both the set-top box menu and your personal account. If everything is in order, you need to call Rostelecom.

On TV shows only recorded programs. When switching to a channel, it shows only the channel number and program guide, there is no image

This is usually a temporary nuisance, which you can get rid of by rebooting the receiver. If the problem persists, you should contact the specialists to check the existing services and reactivate the necessary TV programs.

The picture on the TV freezes, the picture breaks up, the sound stutters

Spilling of the interactive TV image happens on the ADSL line and is due to the fact that the already small channel (10-18 Mbps) is busy downloading through file hosting. Here, the serial disconnection of all hardware components, except for the set-top box, will help. If the problem has disappeared, and when each device is turned on in turn, it reappears, then the subscriber can easily identify the source of the line overload.

Using multiple prefixes and the error that this data is already in use

Each device has its own set of login and password. The user may have mixed up or entered incorrect characters.

Can't find a previously recorded show

All TV recordings are kept for 30 days. To increase the storage period, you should use the archive.

Why doesn't rewind work in movies

When buying any movie, a 5-minute preview is included first, during which you can cancel the request. If there is no cancellation, then the purchased movie is automatically added to the collection, and the rewind will start to work.

Will recorded movies remain after replacing a broken set-top box

All transfers are linked to the subscriber's account. The prefix plays no role in this case.

Error "The network interface is available. IP address received. Server is not available"

It happens that the router does not process multicast packets correctly, then you definitely need to call specialists for flashing. However, this is often a temporary failure that resolves itself within half an hour.

A burgundy stripe appears on the screen

At present, this problem cannot be completely eliminated. The only option is to "stretch" the image using the menu settings.

When watching HD channels, there is a green ripple on a black background, the sound is normal

You need to plug the cable into another HDMI port.

Slow connection speed "The bandwidth of your network equipment does not allow you to view this content"

Television slows down for subscribers using ADSL. Rostelecom is working to resolve this issue.

Sound problems

The deterioration in the quality of interactive TV from Rostelecom can be expressed not only in problems with the image, but also with sound. Such failures are frequent complaints of subscribers.

Sound not adjustable

Setting up the remote control from the provider must be carried out separately for each specific brand of TV.

Quiet Level

This problem can be corrected by rebooting the receiver. You also need to check the reliability of connecting the set-top box to the sound slot. Very often, resetting the current settings to the factory settings helps. In the new STB firmware, this is proposed to be done through the usual menu: press the menu button, go to the settings, look for the inscription "Restore factory settings", confirm the reset.

The sound intermittently disappears, the image is stable

This problem occurs when connecting IPTV via an RCA cable, and as a rule, it does not differ in quality. It is worth moving the connectors: if the sound is restored, then you need to change the cable or additionally solder.

Despite the abundance of types of various problems, interactive TV from Rostelecom is in great demand. In addition, if problems arise, you can always contact support for detailed advice or help from specialists.