Support

How can we help you today?

Please select which service you require support for

TV

Internet

Business

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

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    How do I buy a Value-added service (iVOD, iGO) via iCare’s online payment?

    At the moment this is not possible. However, you can activate the services by following these instructions:

    1. Call our Call Centre on 4414243 or email us at support@intelvision.sc
    2. Speak/write to an agent and advise them of the service you would like to activate
      a. iVod
      b. iGO
    3. The call centre agent will then dispatch your service request to a supervisor who will enable the service for you.
    4. Once step 3 is done you will receive a call or email providing you with your login credentials for the service.
    5. Now that the service you requested is enabled you may login to your iCare account and pay for the service as this will show up as an outstanding balance.

    Now sit back and enjoy your iVod or iGO service on your device of choice.

    Categories: Accounts, General, TV

    The No Signal text appears when the decoder cannot pick up a signal, which may be caused by the cable disconnecting from the decoder and can be fixed by firmly attaching the cable to the decoder.

    Category: TV

    This message normally appears when channels are temporarily down.

    Category: TV

    No access is displayed when a channel is not included in your current TV subscription.

    Category: TV

    Intelvision’s Special Events channels, show sporting events and special programmes that are unavailable on any other channels. These are shown for a limited time period only and are advertised on our Facebook and Instagram pages, as well as on the Intelvision Information TV channel.

    Category: TV

    If you do decide to move house, you should contact our Intelvision Customer Service term who will arrange for one of our qualified installers to the re-install our TV services for you.

    Category: TV

    TV programmes will not be censored. However, prior warning is given about the programme content should parental guidance be required.

    Category: TV

    Yes you can, as long you get written authorisation from the building owner or landlord before purchasing any subscription.

    Categories: Accounts, Internet, TV

    Your qualified installer will be happy to demonstrate how your equipment operates. You will also receive a user manual with your decoder, you can call our call-centre if you require further assistance.

    Categories: Internet, TV

    Please visit the TV bouquets page on our website for more information – TV Bouquets

    Categories: Accounts, TV

    Our Internet and TV packages are prepaid services, so payment has to be made before starting the subscription.

    Categories: Accounts, Internet, TV

    Intelvision sells High Definition Multimedia Decoders with recording features.

    Category: TV

    You can visit any of our showrooms and sign up for a TV subscription. Our installation team will arrange an appointment at your convenience to set up your TV service to allow you to enjoy our TV service as soon as possible.

    Categories: General, Internet, TV

    Once you subscribe to our services, a qualified installer will conduct the full install the equipment for you and ensure that everything is running smoothly before leaving.

    Categories: Internet, TV

    We usually recommend taking the three steps below:

    1) Is my subscription up to date?
    2) Is my equipment working correctly?
    3) Have I done a routine reset by turning the devices off and back on?

    If in doubt, please contact our call-centre agents for more information and assistance.

    Categories: Internet, Telephone, TV

    Intelvision is not liable to refund for service interruptions. However, we will review service interruptions on a case-by-case basis in special circumstances.

    Intelvision provides a one year warranty period on set-top boxes and modems except in the event of physical damage, natural disaster, theft or fire.

    Categories: General, Internet, TV

    All hardware purchased by you belongs to you. All drop-cables used during installation of any services will remain the property of Intelvision.

    Categories: Internet, Telephone, TV

    Intelvision has three showrooms in Victoria, Providence and Grande Anse, Praslin – Find Us

    Our normal opening hours are

    Monday to Friday – 8.15am to 4.45pm
    Saturday – 8.15am to 11.45am

    Our call-centre is open every day from 8.30am to 10.30pm to solve any problems you may experience. When calling please ensure that you have your account and contact number handy as well as the details of the problem you are facing so that we can resolve any issues as quickly as possible.

    In cases where the problem cannot be resolved by our call-centre agent, a member of our technical team will be scheduled to assist you within 72 hours of your call.

    Intelvision provides Internet and TV services.

    Categories: General, Internet, TV

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    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

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    You may register for iCare in three ways:

      1. Call our Call Centre on 4414243 and make your request  with the agent on the line.
      2. Send an email to support@intelvision.sc with your request.
      3. Use our online chat support on our website www.intelvision.sc to make your request.

    IMPORTANT:  You must ensure you have the following information provided whatever mode you choose to make your request in.

                              – NIN

                              – Phone Number

                              – Account Number

    Categories: Accounts, Email, Internet

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    You change your password by contacting our Call Centre on 4414243, who will then put you through to our Tech Support team who can update your password for you.

    Categories: Email, Internet

    This could be caused by individual lines and we recommend for you to contact our call centre on 4441243 to raise a ticket. Our technicians will then be able to assist you and solve the connectivity problem.

    Category: Internet

    Our Crimson and Amber packages have Terms and Conditions, a Fair Usage Policy (FUP) and peak hours to control the amount of internet consumption.
    FUP can be monitored through our web portal fus.care.sc.
    Our Capped internet packages have no FUP/peak hours, the only internet bandwidth limitation that could occur would be caused by over consumption.

    Category: Internet

    Authentication errors are only displayed when an incorrect password has been entered, please ensure that you have entered the correct password.

    Categories: Email, Internet

    Check if you are connected to your assigned SSID(WIFI Name), if your modem is online and that all five lights on the modem are on.

    Category: Internet

    The maximum speed is 8Mbps and the minimum speed is 512Kbps

    Category: Internet

    The maximum speed is 4Mbps and the minimum speed is 512Kbps

    Category: Internet

    Yes you can, as long you get written authorisation from the building owner or landlord before purchasing any subscription.

    Categories: Accounts, Internet, TV

    Your qualified installer will be happy to demonstrate how your equipment operates. You will also receive a user manual with your decoder, you can call our call-centre if you require further assistance.

    Categories: Internet, TV

    Go to www.icare.sc and log in using your details provided when you subscribed to our services. Go to Account Summary and click on your Internet package link to see your Internet usage. You can also change your iCare password and personal account details on the iCare website.

    Categories: Accounts, Internet

    Our Internet and TV packages are prepaid services, so payment has to be made before starting the subscription.

    Categories: Accounts, Internet, TV

    Please visit the internet packages page on our website for more information – Internet Packages

    Category: Internet

    Our unlimited internet packages ensure you will not run out of internet allowance data during your subscription period, however, you may be subject to our Fair Use Policy. – Fair Use Policy

    Category: Internet

    Yes, you can, but please be mindful that downloading games and updates will affect your usage quota if you are on a capped internet package. We recommend using our unlimited internet packages for the optimal gaming experience.

    Category: Internet

    Intelvision will provide you with a wireless cable modem or ONT depending on the network available in your area.

    Category: Internet

    Yes, our routers allow multiple devices to access the internet at the same time.

    Category: Internet

    We usually recommend taking the three steps below:

    1) Is my equipment working correctly? Have I done a routine reset by turning the devices off and back on.
    2) Run a speedtest at www.speedtest.net or www.testmy.net
    3) Compare the speed test results compare to the advertised speeds of my internet package

    If in doubt, please contact our call-centre agents for more information and assistance.

    Category: Internet

    You can visit any of our showrooms and sign up for a TV subscription. Our installation team will arrange an appointment at your convenience to set up your TV service to allow you to enjoy our TV service as soon as possible.

    Categories: General, Internet, TV

    Once you subscribe to our services, a qualified installer will conduct the full install the equipment for you and ensure that everything is running smoothly before leaving.

    Categories: Internet, TV

    We usually recommend taking the three steps below:

    1) Is my subscription up to date?
    2) Is my equipment working correctly?
    3) Have I done a routine reset by turning the devices off and back on?

    If in doubt, please contact our call-centre agents for more information and assistance.

    Categories: Internet, Telephone, TV

    Intelvision is not liable to refund for service interruptions. However, we will review service interruptions on a case-by-case basis in special circumstances.

    Intelvision provides a one year warranty period on set-top boxes and modems except in the event of physical damage, natural disaster, theft or fire.

    Categories: General, Internet, TV

    All hardware purchased by you belongs to you. All drop-cables used during installation of any services will remain the property of Intelvision.

    Categories: Internet, Telephone, TV

    Intelvision has three showrooms in Victoria, Providence and Grande Anse, Praslin – Find Us

    Our normal opening hours are

    Monday to Friday – 8.15am to 4.45pm
    Saturday – 8.15am to 11.45am

    Our call-centre is open every day from 8.30am to 10.30pm to solve any problems you may experience. When calling please ensure that you have your account and contact number handy as well as the details of the problem you are facing so that we can resolve any issues as quickly as possible.

    In cases where the problem cannot be resolved by our call-centre agent, a member of our technical team will be scheduled to assist you within 72 hours of your call.

    Intelvision provides Internet and TV services.

    Categories: General, Internet, TV

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    Corporate Support

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

    Corporate

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  • Comment on this FAQ

    Your email address will not be published. Required fields are marked *


    Intelvision has three showrooms in Victoria, Providence and Grande Anse, Praslin – Find Us

    Our normal opening hours are

    Monday to Friday – 8.15am to 4.45pm
    Saturday – 8.15am to 11.45am

    Our call-centre is open every day from 8.30am to 10.30pm to solve any problems you may experience. When calling please ensure that you have your account and contact number handy as well as the details of the problem you are facing so that we can resolve any issues as quickly as possible.

    In cases where the problem cannot be resolved by our call-centre agent, a member of our technical team will be scheduled to assist you within 72 hours of your call.

    Load More

    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.

    Email

    You may register for iCare in three ways:

      1. Call our Call Centre on 4414243 and make your request  with the agent on the line.
      2. Send an email to support@intelvision.sc with your request.
      3. Use our online chat support on our website www.intelvision.sc to make your request.

    IMPORTANT:  You must ensure you have the following information provided whatever mode you choose to make your request in.

                              – NIN

                              – Phone Number

                              – Account Number

    Categories: Accounts, Email, Internet

    Comment on this FAQ

    Your email address will not be published. Required fields are marked *


    You change your password by contacting our Call Centre on 4414243, who will then put you through to our Tech Support team who can update your password for you.

    Categories: Email, Internet

    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.

    Category: Email

    Authentication errors are only displayed when an incorrect password has been entered, please ensure that you have entered the correct password.

    Categories: Email, Internet

    Intelvision is not liable to refund for service interruptions. However, we will review service interruptions on a case-by-case basis in special circumstances.

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    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

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  • Comment on this FAQ

    Your email address will not be published. Required fields are marked *


    We usually recommend taking the three steps below:

    1) Is my subscription up to date?
    2) Is my equipment working correctly?
    3) Have I done a routine reset by turning the devices off and back on?

    If in doubt, please contact our call-centre agents for more information and assistance.

    Categories: Internet, Telephone, TV

    Intelvision is not liable to refund for service interruptions. However, we will review service interruptions on a case-by-case basis in special circumstances.

    All hardware purchased by you belongs to you. All drop-cables used during installation of any services will remain the property of Intelvision.

    Categories: Internet, Telephone, TV

    Intelvision has three showrooms in Victoria, Providence and Grande Anse, Praslin – Find Us

    Our normal opening hours are

    Monday to Friday – 8.15am to 4.45pm
    Saturday – 8.15am to 11.45am

    Our call-centre is open every day from 8.30am to 10.30pm to solve any problems you may experience. When calling please ensure that you have your account and contact number handy as well as the details of the problem you are facing so that we can resolve any issues as quickly as possible.

    In cases where the problem cannot be resolved by our call-centre agent, a member of our technical team will be scheduled to assist you within 72 hours of your call.

    Load More

    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

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  • Comment on this FAQ

    Your email address will not be published. Required fields are marked *


    How do I buy a Value-added service (iVOD, iGO) via iCare’s online payment?

    At the moment this is not possible. However, you can activate the services by following these instructions:

    1. Call our Call Centre on 4414243 or email us at support@intelvision.sc
    2. Speak/write to an agent and advise them of the service you would like to activate
      a. iVod
      b. iGO
    3. The call centre agent will then dispatch your service request to a supervisor who will enable the service for you.
    4. Once step 3 is done you will receive a call or email providing you with your login credentials for the service.
    5. Now that the service you requested is enabled you may login to your iCare account and pay for the service as this will show up as an outstanding balance.

    Now sit back and enjoy your iVod or iGO service on your device of choice.

    Categories: Accounts, General, TV

    You may register for iCare in three ways:

      1. Call our Call Centre on 4414243 and make your request  with the agent on the line.
      2. Send an email to support@intelvision.sc with your request.
      3. Use our online chat support on our website www.intelvision.sc to make your request.

    IMPORTANT:  You must ensure you have the following information provided whatever mode you choose to make your request in.

                              – NIN

                              – Phone Number

                              – Account Number

    Categories: Accounts, Email, Internet

    Comment on this FAQ

    Your email address will not be published. Required fields are marked *


    Yes you can, as long you get written authorisation from the building owner or landlord before purchasing any subscription.

    Categories: Accounts, Internet, TV

    Please visit the TV bouquets page on our website for more information – TV Bouquets

    Categories: Accounts, TV

    Go to www.icare.sc and log in using your details provided when you subscribed to our services. Go to Account Summary and click on your Internet package link to see your Internet usage. You can also change your iCare password and personal account details on the iCare website.

    Categories: Accounts, Internet

    Our accounts have are prepaid on a monthly basis and cannot be suspended.

    Category: Accounts

    Our Internet and TV packages are prepaid services, so payment has to be made before starting the subscription.

    Categories: Accounts, Internet, TV

    You can upgrade your package during the month, but you cannot downgrade your package until the monthly subscription has ended.

    Category: Accounts

    Services can be paid online by visiting www.icare.sc – logging in with your credentials and accessing the online payment section.

    Category: Accounts

    Billing detail changes can be made by visiting our offices and providing the necessary documentation.

    Categories: Accounts, General

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    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