du TV+

For any enquiries, issues, suggestions, troubleshooting and other questions please contact our customer care hotline on 04 390 5555 or write to us at customer.care@du.ae. Please always be sure to mention your Customer ID for reference

You may cancel your Broadband or landline services at any time free of charge provided you give a minimum of 30 days notice. For TV service there is a minimum subscription period and a minimum stay period with a TV provider such as Showtime, Orbit, ART, FirstNet, Pehla. A termination of TV service within the minimum period or a cancellation of a TV package from a provider within the minimum stay period will attract a charge (please refer to the price guide included in the pack)

As long as you move to a new property within the service area of du you may move your subscription with you. This can be done on a specific date. A one time relocation service charge will apply. Please refer to service and tariff guide for details or please contact our customer care.

The contract cannot be transferred to another person. You will have to cancel the contract and the other party would have to sign a new contract and provide new documents. Otherwise the original contract holder will remain liable for all payment.

We strive to activate the services for our customers in the shortest time possible, which is normally within 4 working days. Our sales representative will assign a date for the field engineer’s visit to activate the services requested, depending on the customer’s availability. The field engineer will then pay a visit at the agreed date and time.

With du TV you have two options to choose from. You can choose du TV + Services which allows you to pause/ rewind live TV, record videos, watch one programme while recording another, schedule future recordings, view an electronic programme guide, and browse what’s on other channels (view what’s coming up on other channels while watching your favourite show). Our du TV + Services comes with an advanced recordable TV decoder while du TV Services comes with a basic TV decoder.

We offer a wide range of TV packages comprising more than 260 channels, catering to the needs of customers from different cultural backgrounds, and keeping everybody’s interests in mind. du TV bouquet features packages from Showtime, Orbit, ART, Pehla, Firstnet, JSTV and more. Each TV subscription comes standard with a Basic Package, including more than 130 TV channels from around the world, more than 15 languages, and all genres from documentary and kids to movies and sports.

You will enjoy great discounts from most of the pay TV providers on a second subscription from the same package.

Simply call our Customer Care and request for an upgrade or change your TV subscription. There may be minimum contract terms for pay TV subscriptions. Our customer care representative will take care of your requirements and recommend the best for you.

du TV + Services allows you to pause/rewind live TV, personal video recording, watch one and record another, schedule future programme recording, view electronic programme guide and browse what’s on other channels (view what coming up on other channels while watching your favorite show). du TV + Services comes with an advanced recordable TV decoder. du TV Services allows you to do all that du TV + Services does except recording. du TV Services comes with a basic TV decoder

The du decoder remote can be conveniently used to control both your TV and your decoder functions. To set up your decoder remote to control your TV, simply refer to the decoder instructions manual and set up your remote control.

You will require du TV + Services to record live TV. You can record up to 80 hours of TV and also pause, rewind or fast-forward your recorded programmes. To upgrade to du TV + Services, call customer care.

You will require du TV + Services to record a programme or a series. Simply go to programme guide, select your favourite programme or show and press the ‘rec’ button on your remote. You will see a red dot appear next to the programme confirming your recording. To record a series, follow the same steps and press the ‘rec’ button twice. You will see three red dots appear next to the series to confirm the recording.

You can only schedule a series recording for a programme that is a series. To know more about how to record a series programme, refer to the TV user guide.

Go to TV menu and select ‘recorded TV’. Go to ‘scheduled’ and you will see all your scheduled recordings. Alternatively, you can go to programme guide. Go to the programme that you have scheduled for recording. For a single programme recording, you will see a red dot appear next to the programme and for series of recordings you will see three dots appear next to the programme.

All your scheduled recordings (single or series programme) will be recorded when the decoder is in standby mode. You don’t need to worry about missing a moment of your favourite show. If you are recording a live programme by using the ‘rec’ function, the recording will stop if the decoder is put into standby mode.

You will need to enter the PIN (personal identification number) to play a programme that is recorded with viewing restriction. The programme will appear on the list of your recorded programmes. However, to play a PIN will be required.

Some channels may broadcast subtitles on a programme. To check if the subtitles are available, press the ‘options’ button on your decoder while watching the channel in full screen. You will see the available languages. Use the ‘arrows button’ to select your desired language and press OK to select the language.

du TV Services allows you to restrict certain channels or programmes that you don’t want your children or anybody else to watch. To do so, use the Parental Control feature. Go to the ‘settings’ menu, select ‘Parental Control’ and enter your PIN. To restrict a channel select ‘channels’ and select ‘change’. Select the channel that you wish to restrict and press OK. You will see a lock sign next to the channel confirming the channel is restricted from viewing. You can restrict as many channels as you want. To restrict a programme by rating, select ‘programme ratings’ and select ‘change’. Choose the standard rating by which you wish to restrict programmes. All the programmes with that rating will be automatically restricted. Select the rating and press OK.

• NC-17 - for adult viewing only
• R - requires presence of an adult
• PG 13 - not recommend for children age below 13
• PG - recommend for viewing with an adult
• G - general viewing

du TV allows you to control which channels to show or hide on the programme guide listings. From the list of subscribed channels you may want some channels that you never watch, not to be shown on the programme guide. Go to ‘settings’ menu. Go to ‘TV settings’ and select ‘customise channel guide’. Uncheck the programmes that you wish to hide from listing on programme guide. Save the settings. You can also create your own favorite list of channels. To do so, refer to ‘my favourite’ section in the TV user guide that comes with your subscription.

Some channels may be broadcasting more than one audio language. With du TV, you can select and watch your favourite show in your preferred language (if the channel is broadcasting in that language). To set your preferred language, go to the ‘settings’ menu. Go to ‘general setting’ and select ‘audio language’. Select your preferred language and press OK.

Ensure that all the cables are properly plugged in and the wall sockets are active. If the problem still persists, call customer care.

Check if there is a ‘mute’ icon displayed on the screen. If yes, press the ‘mute’ button on your remote to remove the ‘mute’ feature. You should be able to hear the audio now. If the mute is not active, ensure all the audio cables are properly connected. If the problem still persists, check if you are using the secondary audio stream, which is not supported by this channel. To check, press ‘menu’ on your remote. Go to ‘settings’, go to ‘general settings’ and select ‘secondary audio’. Select ‘use primary audio’. Some channels have multiple audio streams but the audio is not broadcasted. If the problem still remains, call our Customer Care.

While watching the channel on full screen, press the ‘options’ button on your remote. Go to the ‘aspect ratio’ menu with the help of the ‘arrow’ button and select the zoom option that fits the best on your TV set.

The feature ‘browse what’s on other channels’ is available on currently broadcasting channels only. This feature is not available for future or recorded programmes.

There could be several factors responsible for not recording your scheduled programme

• someone has cancelled the scheduled recording and set another programme to record at the same time
• there was a conflict between another recording and you have resolved the conflict by not choosing to record the particular programme
• the hard disk of your decoder is full and you may need to delete old recordings to make space available for new recordings

If the problem still persists, call Customer Care.

You can easily reset your PIN by calling Customer Care.

Check if the channel is set to be hidden from the channel list. Press the ‘menu’ button on your remote. Go to ‘settings’, go to ‘TV settings’ and select ‘customise channel guide’. If the channel is unchecked, check the channels one by one and save the settings. You can also choose to check ‘all’ and save to see all the channels that you have subscribed to in the programme guide. The channels that are not subscribed will not show on the programme guide.