Looking for help? 

Find guides for: 

• Installing ViaTV  
• Activating your Set-Top Box  
• Channel List  
• Connecting your TV  
• low internet performance where connectivity is still available 

Get help with common issues such as: 

• No Signal  
• Black Screen  
• Buffering  
• Audio Problems  
• Channel Not Available  
• Remote Control Issues  
• App Login Problems 

Your STB can be connected to the Internet through:

• Ethernet/LAN cable, or
• Wi-Fi, where supported.

For a more stable ViaTV experience, Ethernet/LAN connection is recommended where possible.

You can check the current ViaTV channel list to find the channel number and available channels.

[View Channel List]

The number of devices you can use simultaneously depends on your subscribed ViaTV package.

If you see “Too Many Devices in Use“, check the troubleshooting section below.

Try these steps:

• Check whether the STB is powered on.
• Check the HDMI/AV cable.
• Select the correct HDMI input on your TV.
• Restart the STB.
• Check whether the issue occurs on all channels or only one channel.

If the screen remains black, [Contact Vianet Support]

If your ViaTV displays “Not Programmed”:

1. Restart your Set-Top Box.
2. Check your Internet connection.
3. Check whether other channels are working.
4. Try again after restarting the STB.

If the message continues, [Contact Vianet Support]

What does Error 5221 mean?

Error 5221 may occur when ViaTV content is taking longer than expected to load and may be related to slow or unstable Internet connectivity.

What should I check?

1. Check how your STB is connected

Is your STB connected through:

• Ethernet/LAN cable?
• Wi-Fi?

2. Check whether the error appears on all channels

Try switching between several channels.

• If only one channel is affected, note the channel name/number.
• If the error appears on all channels, continue with the checks below.

3. If connected through Wi-Fi

• Check Wi-Fi signal strength.
• Restart your router and STB.
• Move the router/STB closer where possible.
• Try Ethernet/LAN if available.

4. If connected through Ethernet

Restart your router and STB and check whether the error continues on all channels.

If Error 5221 continues while your STB is connected through Ethernet, contact Vianet Support.

When contacting Support, provide:

• Error code: 5221
• Affected channel(s)
• Ethernet or Wi-Fi connection
• Whether the error occurs on one channel or all channels

If you see EC-00-2004 while watching a channel:

1. Note the channel name/number.
2. Check whether other channels are working.
3. Restart your STB.
4. Try the affected channel again.

If the error continues, contact Support and provide:

Error Code: EC-00-2004 + Channel Name/Number

The internal ViaTV issue guide specifically associates this error with checking whether the problem affects a particular channel or all channels.

If you see EC-00-2004 while watching a channel:

If all channels are affected:

• Check whether the STB is powered on.
• Check your Internet connection.
• Restart your router.
• Restart your STB.
• Check the HDMI connection.
• Try again after restarting.

If the issue continues, [Contact Vianet Support]

• Check whether ViaTV is logged in on another device.
• Log out from a device you are no longer using.
• Try logging in again.

If your package is still active:

1. Restart your STB.
2. Check your Internet connection.
3. Check whether all channels or only specific channels are affected.
4. Try again.

If the issue continues, [Contact Vianet Support] so your service can be checked.

On your Set-Top Box:

Settings → Information → Ethernet MAC

Provide the displayed MAC address to Vianet Support if requested.

This follows the customer-safe portion of the internal troubleshooting procedure, which specifically directs the customer to Settings → Information to view the Ethernet MAC.

• Check the batteries.
• Replace the batteries if required.
• Make sure nothing is blocking the STB.
• Point the remote towards the STB.
• Restart the STB.
• Try the remote again.

If the remote still does not work, [Contact Vianet Support]

Vianet-provided devices have a 6-month warranty period from the date of installation/provisioning, subject to applicable warranty terms.

Physical damage is not covered under the warranty.

No. Physical damage is not covered under the 6-month warranty.

This may include:

• Broken or cracked parts
• Damage caused by impact or dropping
• Water/liquid damage
• Damaged ports or connectors
• Other externally visible physical damage

Applicable replacement charges may apply.

If you believe your STB is faulty:

1. Try the relevant ViaTV troubleshooting steps.
2. Contact Vianet Support if the issue continues.
3. Provide your Customer ID and details of the problem.
4. The technical team will assess the device.
5. Replacement will be arranged if required.