Support

How can we help you today?

Please select which service you require support for

TV

Internet

Email

Telephone

Accounts and Billing

TV Support

We have compiled a list of frequently asked questions regarding our TV bouquets and add ons. Please browse through the commonly asked questions to see if any of the FAQs answer any questions you may have.






TV

The issue can be caused by Data not available or Data connection is slow, thus causing the service to timeout

  • You need to power reboot (switch off/on) the modem.
  • Contact our office if issue persists after reboot.

The first thing you have to check is the power source.

  • Unplug the power cord from your device and the socket and then plug it again.
  • Switched on power socket and device.
  • If connected and still not coming on, bring the device and power adaptor to our office for further diagnostic.

We have various models of decoders in service. Please contact 4414243 for assistance.

A remote control that will not respond or control your TV usually means low batteries

  • Check battery status in the remote and replace if require.
  • Test the remote signal.
  • Should the problem persist, please bring remote device to our office for further diagnostic.

Scramble channel conax is a result of a degrading or weak signal to your device.

  • Check if signal cable behind the modem is connected and tightly fixed.
  • Switch off your decoder for 30 seconds then switch it back on.
  • Please enter the decoder settings/menu to reset your device.
  • If unresolved, you should contact our customer service for assistance.

Pixelating are caused by weak signal

  • Please check if signal cable behind the modem is connected and tightly fixed.
  • Take note of the pixelating channel name and provide its signal levels to our call centre for support

Although not a common occurrence, to resolve the problem is simple. You need to reset your decoder to manual search all channels.
From your decoder, navigate to settings/menu and reset your device.

Please enter the decoder settings/menu to reset your device.

There are many factors which may cause your TV to be offline. We recommend the below:

  • Ensure LAN cables are connected properly behind both decoder and internet device.
  • Check status of DHCP connection on decoder.
  • If error is still showing, please contact our office for assistance.

These channels are used to broadcast live sport events depending on availability.

From the device menu, go to settings and adjust your device clock to current time and date.

Using your preferred internet browser, visit www.ott.sc and follow the easy steps to download the software.

No, this service is available and accessible from Intelvision network only.

All customer should have an active subscription on both Internet and Tv.

Mobile TV is an extension of our iVOD and iGo service. Customers active on either iVOD/iGo can gain access to service by downloading the Intelvision app on Play Store/App Store on any mobile devices. Service is also available on website ott.sc via laptop or any smart device.

We only replace devices with no physical damage and that is within the warranty period. i.e., 1 year from date of purchase.
Devices which are not under warranty can be replaced but at a fee as stipulated in the table below.

Devices Price (SCR)
TV Decoders 1150
Modems 1150
Telephones (Landline) 373.75
Remotes 230
Power adapters & HDMI cables 115

Yes, we do sell devices subject to its availability in stock. See below table for details.

Devices Price (SCR)
TV Decoders 1150
Modems 1150
Telephones (Landline) 373.75
Remotes 230
Power adapters & HDMI cables 115

We strongly encourage subscribers to move from copper to fibre. For details regarding your connection and how to connect to fibre, please contact our call centre.

The room must be located in the same building as the previous device location. Please note that there is a charge of SCR575 for room-to-room device relocation.
Once payment is done, our technician will complete your installation within 7 working days.

Yes. Change of location is a chargeable service at a cost of SCR1150.

  • Parcel number of new location must be provided to check availability of network.
  • A letter of permission is required if you are leasing the property.
  • Once payment is done, our technician will complete your installation within 7 working days.

You may request for services by visiting our website intelvision.sc or send an email to sales@intelvision.sc.

Yes, you can, however addon services like VOD and iGo will require you to have both internet and TV subscription.

Once payment is done, our technician will complete your installation within 7 working days.

For us to assist you with a new service, we will require the following document.

  • A copy of your identification (ID Card / Passport / Driving license)
  • Parcel / Plot Number (Verification for type of network in your area)
  • Letter of permission from your landlord, if you are leasing the property

Internet Support

We have compiled a list of frequently asked questions regarding our unlimited and capped internet packages. Please browse through the commonly asked questions to see if any of the FAQs answer any questions you may have.






Internet

The issue can be caused by Data not available or Data connection is slow, thus causing the service to timeout

  • You need to power reboot (switch off/on) the modem.
  • Contact our office if issue persists after reboot.

The first thing you have to check is the power source.

  • Unplug the power cord from your device and the socket and then plug it again.
  • Switched on power socket and device.
  • If connected and still not coming on, bring the device and power adaptor to our office for further diagnostic.

The problem could either be on the internet devices or the other devices trying to connect to the internet. To isolate the problem please do the following.

  • Restart your internet device (mobile, Laptop, etc) and attempt to connect to your WiFi
  • Restart your modem.
  • Contact our customer service for assistance if problem persist.

You may choose to manually change your password by accessing your modem’s admin page or Contact our customer support on 4414243 for assistance.

This could be an issue with either your personal internet device or the Intelvision modem.

  • Please check if signal cable behind the modem is connected and tightly fixed.
  • If your device is connected via a LAN (network cable), ensure that the cable is properly connected to the modem and your computer.
  • Restart both, your internet device (computer or mobile phone) and the modem.
  • Contact our customer service for assistance if problem persist.

Flashing red light typically indicates loss of signal and your internet may be out.

  • Switch off the device for 30 seconds then switch it back on.
  • If the LED is still on after restart, please contact our customer services for assistance.

You can view your usage by logging-in to iCare.

  • From your preferred internet browser, visit intelvision.sc
  • Click on iCare located at the top right corner
  • Log in with your username and password.
  • Click on account Summary
  • Click on the internet package you are currently looking for the usage to view your report.

All customer should have an active subscription on both Internet and Tv.

We only replace devices with no physical damage and that is within the warranty period. i.e., 1 year from date of purchase.
Devices which are not under warranty can be replaced but at a fee as stipulated in the table below.

Devices Price (SCR)
TV Decoders 1150
Modems 1150
Telephones (Landline) 373.75
Remotes 230
Power adapters & HDMI cables 115

Yes, we do sell devices subject to its availability in stock. See below table for details.

Devices Price (SCR)
TV Decoders 1150
Modems 1150
Telephones (Landline) 373.75
Remotes 230
Power adapters & HDMI cables 115

We strongly encourage subscribers to move from copper to fibre. For details regarding your connection and how to connect to fibre, please contact our call centre.

The room must be located in the same building as the previous device location. Please note that there is a charge of SCR575 for room-to-room device relocation.
Once payment is done, our technician will complete your installation within 7 working days.

Yes. Change of location is a chargeable service at a cost of SCR1150.

  • Parcel number of new location must be provided to check availability of network.
  • A letter of permission is required if you are leasing the property.
  • Once payment is done, our technician will complete your installation within 7 working days.

You may request for services by visiting our website intelvision.sc or send an email to sales@intelvision.sc.

Yes, you can, however addon services like VOD and iGo will require you to have both internet and TV subscription.

Once payment is done, our technician will complete your installation within 7 working days.

For us to assist you with a new service, we will require the following document.

  • A copy of your identification (ID Card / Passport / Driving license)
  • Parcel / Plot Number (Verification for type of network in your area)
  • Letter of permission from your landlord, if you are leasing the property

Email Support

We have compiled a list of frequently asked questions regarding our email support. Please browse through the commonly asked questions to see if any of the FAQs answer any questions you may have.






SMTP server incoming/outgoing: (mail.intelvision.net)
SMTP outgoing port: 25
Incoming pop port: 110
Incoming Imap port: 143
NE:- authentication is required for our outgoing SMTP.

Telephone Support

We have compiled a list of frequently asked questions regarding our telephone service. Please browse through the commonly asked questions to see if any of the FAQs answer any questions you may have.






Telephone

Before contacting our customer service, we recommend that you check the below.

  • You have an audible a dial tone.
  • Cable from landline to modem is properly connected.

We only replace devices with no physical damage and that is within the warranty period. i.e., 1 year from date of purchase.
Devices which are not under warranty can be replaced but at a fee as stipulated in the table below.

Devices Price (SCR)
TV Decoders 1150
Modems 1150
Telephones (Landline) 373.75
Remotes 230
Power adapters & HDMI cables 115

The room must be located in the same building as the previous device location. Please note that there is a charge of SCR575 for room-to-room device relocation.
Once payment is done, our technician will complete your installation within 7 working days.

Yes. Change of location is a chargeable service at a cost of SCR1150.

  • Parcel number of new location must be provided to check availability of network.
  • A letter of permission is required if you are leasing the property.
  • Once payment is done, our technician will complete your installation within 7 working days.

You may request for services by visiting our website intelvision.sc or send an email to sales@intelvision.sc.

Accounts & Billing

We have compiled a list of frequently asked questions regarding accounts and billing. Please browse through the commonly asked questions to see if any of the FAQs answer any questions you may have.






Accounts

If you have made a double payment, kindly contact our customer service team on telephone number 4414243 and an agent will assist you. Depending on your mode of payment and bank procedures, refunds may take up to 7 working days.

You may request for services by visiting our website intelvision.sc or send an email to sales@intelvision.sc.

Find us

Why not visit us at one of our customer showrooms?

Contact Us

Addresses

Providence, MaheCapital City, VictoriaPension Fund Building, Praslin

Email

support@intelvision.scsales@intelvision.sc

Phone

Support: 4414243Sales: 4414244Commercial: 4414245Billing: 4414246