About myTV SUPER

Q1)
What is myTV SUPER ?
A1)

A new online platform with all TVB productions - myTV SUPER. You can enjoy over 30 TV channels by the brand new myTV SUPER Box, App and Web. You can catch up on your favorite programs with instant 3-hours playback function. Besides, myTV SUPER provides TVB drama library, Asian dramas and variety shows, movies, classic movies, the latest Japanese anime, and other popular, high quality contents and topics of work. You can pick your favorite show anytime and anywhere through TV set, Smartphone or Tablet PC or Personal Computer. myTV SUPER also provides live streaming channels, VOD, and time shift which brings you to a new horizon of TV and online video watching excitement!

Q2)
Does myTV SUPER have any service area restriction?
A2)

myTV SUPER is available in Hong Kong only.

Q3)
Can I register myTV SUPER in Hong Kong but watch the program overseas?
A3)

No, myTV SUPER is available in Hong Kong only.

Q4)
What language displays do myTV SUPER support?
A4)

myTV SUPER currently supports Traditional Chinese and English displays.

Q5)
Which platform does myTV SUPER support?
A5)

myTV SUPER supports the following platforms: 

(i) myTV SUPER Box or

(ii) myTV SUPER app via mobile phone / tablet PC or

(iii) myTV SUPER Web via personal computer


myTV SUPER service plan and subscription

Q1)
How can I subscribe to myTV SUPER service?
A1)

You may subscribe through the distribution channels below:

Q2)
Can I purchase myTV SUPER service but not activate right after?
A2)

imyTV SUPER Box purchase:

You may activate myTV SUPER service through website before the deadline listed on the activation card, and your service will start from the date you activated.

iimyTV SUPER Box rental:

Service will be activated automatically within 48 hours :

1. once you have received/collected the Loaned Equipment; or

2. from the end of the collection period of myTV SUPER Box.

iiimyTV SUPER mobile app purchase:

Service will be activated once you received the confirmation email notifying your customer ID and account password.

ivmyTV SUPER Web purchase:

Service will be activated once you have received the confirmation email with your customer ID and account password.

Q3)
How do I calculate the effective service period of myTV SUPER?
A3)

myTV SUPER service period will be effective for 12 months from service activation date (when you subscribe for 12-month) or 24 months (when you subscribe for 24-month). For example, if you activate the service on March 15th 2016, and you have subscribed for 12-month, your service will be effective until March 14th 2017; when you have subscribed for 24-month, your service will be effective until March 14th 2018.

Q4)
How to terminate myTV SUPER service?
A4)

(i)     If you subscribe through myTV SUPER website or customer service hotline:

        Once you have subscribed myTV SUPER service, you may not disconnect the service and it will be effective within the service period. You have to pay the outstanding balance for the remaining contract months before actual disconnection take place.

 

(ii)   If you subscribe through internet or mobile service provider, please contact your service provider for enquires.

 

(iii)   If you purchase myTV SUPER Box or App Pass through retail stores:

       Once you have subscribed myTV SUPER service, you may not disconnect the service and it will be effective within the service period. You have to pay the outstanding balance for the remaining contract months before actual disconnection take place.

 

Q5)
Can I subscribe myTV SUPER service if I do not have an email address?
A5)

Since we will send you the service confirmation for activation and billing note through email, you have to provide a valid email address when subscribing. If you subscribe through internet or mobile service provider, please contact your service provider for enquiries.

Q6)
What is e-billing?
A6)

E-billing is the electronic version of billing sent through internet. Users will receive monthly email notification and may login to our official website: https://cs.mytvsuper.com/en/login to check your bill anytime. You will need your customer ID and account password for login.

Q7)
Can I use the same account on different devises?
A7)

myTV SUPER service is available on myTV SUPER Box or mobile app. Different service plans will apply according to platform. You cannot change the platform once you have selected (mobile app versions will be locked with the registered device, mobile app account is not available on myTV SUPER Box).

By paying an extra HK$15 per month, myTV SUPER Box subscribers can enjoy our service on one extra mobile device, meaning you can log on two different devices at the same time.

Q8)
I have subscribed to myTV SUPER Box plan, will this service be used at home only?
A8)

This service is for Residential Customers only.

Q9)
What is the service charge of myTV SUPER?
A9)

Please visit the official website: https://www.mytvsuper.com/en/service_plan for details. For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.

Q10)
How to pick up myTV SUPER Box after subscription?
A10)

iSubscribers can pick up myTV SUPER Box either at dedicated Service Center or Circle K Stores;

ii Delivery by Courier Service for self-installation;

iiiThrough Technical Staff on-site installation.

 

 Please note that will have different tariff for supporting, you may visit our official website: https://s.img.tvb.com/mytvsuper/web/download/Service-Fees_Schedule_en.pdf for details.

Q11)
Customer’s installation address has no network coverage of broadband service, can he / she apply for myTV SUPER service?
A11)

myTV SUPER needs broadband connection for service.

Q12)
Is there any restriction on number of service applications per address?
A12)

No limitation.

Q13)
If I am only interested in certain specific programs or channels, can I subscribe to them independently?
A13)

No, customer must subscribe to Basic Service in advance.

Q14)
I am myTV or GOTV subscriber.Can I directly use my existing information to apply myTV SUPER service?
A14)

You cannot because this is a different service.

Q15)
What is myTV SUPER Web?
A15)

You can enjoy myTV SUPER service through online platform with dedicated web browser by applying for myTV SUPER Web service.

Q16)
How to register and activate myTV SUPER Web service?
A16)

Please refer to myTV SUPER website https://www.mytvsuper.com/en/service_plan or contact our customer service officer via service hotline 2399-9666 for details.

Q17)
What is the service charge for myTV SUPER Web service?
A17)

Please refer to myTV SUPER website https://www.mytvsuper.com/en/service_plan for details.

Q18)
Is there any restriction on number of myTV SUPER Web service applications per person?
A18)

No limitation.

Q19)
Can I use myTV SUPER Web service at home only?
A19)

myTV SUPER Web service is available if your device meets our basic requirements and Terms of services.


Service relocation (applicable on users who subscribed through myTV SUPER website or customer service hotline)

Q1)
Can I install myTV SUPER Box to new address by myself?
A1)

Yes but please be sure the broadband speed at the new address supports myTV SUPER service. Please email or call us for enquires and update related personal information.

Q2)
Within the contract period, if I move to a new address which does not fall within the coverage of broadband, do I need to pay for the service fees of the remaining contract months according to the contract?
A2)

Sorry but yes, you have to pay the outstanding balance for the remaining contract months before actual disconnection take place. Please email or call us for enquires.

Q3)
If I lost my mobile phone, could I use another mobile device for myTV SUPER service?
A3)

Yes, you can. Please call our Customer Hotline for assistance in this case.

For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.

Payment and billing enquiry (applicable on users who subscribed through myTV SUPER website or customer service hotline)

Q1)
Apart from credit card payment, is there any other payment method?
A1)

We accept payment through VISA or MASTER CARD, and non-CREDIT CARD payment, e.g. CASH (Deposit is required).

Q2)
How can I change the credit card autopay account?
A2)

If you are using a third party credit card, please go to Member Zone on www.mytvsuper.com and download the “Credit Card Payment Authorization Form”, fill in and email, fax or mail to us. New payment account will be effective once the application is confirmed.

Q3)
How to check my account balance?
A3)

Please go to “Member Zone” on our official website: www.mytvsuper.com

Q4)
How to check my current payment method?
A4)

Please go to “Member Zone” under our official website: www.mytvsuper.com

Q5)
Why do I need to pay deposit for non-credit card payment method?
A5)

Setting up monthly bill account is needed for non-credit card payment method. This deposit is for setting up monthly bill account and as security for your due payment.

For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.

Channel / program viewing

Q1)
Which channels provide bilingual broadcast? How to switch the audio language?
A1)

(myTV SUPER Box users)

Part of the channels or programs offer bilingual broadcast. To switch audio language, please press “menu” on your remote control unit, choose your desired language under “audio” and press “OK”.

(myTV SUPER App users)

To switch audio language, please touch the screen during playback, then press “https://s.img.tvb.com/mytvsuper/web/img/setting_btn.png” on the screen, choose your desired language under “audio”.

(myTV SUPER Web users)

To switch audio language, please click “https://s.img.tvb.com/mytvsuper/web/img/setting_btn.png” on the screen and choose your desired language under “audio”.

 

Q2)
How to check the program schedule on myTV SUPER?
A2)

You may check the program schedule through:

iOur official website: https://www.mytvsuper.com/en/epg;

iiPress “menu” on your myTV SUPER Box remote control unit, choose “EPG” and press “OK”, where you can check the program schedule for the forthcoming week.

iiiSelect “TV” mode, then click desired channel and click “EPG” on myTV SUPER App;

iv Select “TV” mode, then click desired channel and click “EPG” on myTV SUPER Web.

Q3)
Does myTV SUPER offer adult program?
A3)

Some programs are limited to adult and restricted to customers aged 18 or above, password is requested to confirm watching as well.

Q4)
Is 4K program available on live streaming channels?
A4)

4K program* is available on specific live streaming channel currently.

*4K program can only be played by required equipments. Please refer to service basic requirement for details.

Q5)
What is the minimum requirement of broadband for playing 4K program?
A5)

12Mbps or above broadband bandwidth is needed for playing 4K program with the resolution of 3840 x 2160.

Q6)
Do live streaming channels sync with TV?
A6)

In general, live channels on myTV SUPER service may have a short delay compared with TV broadcast due to network transmission latency.

Q7)
Can I watch 4K program on mobile device or website?
A7)

To reach the resolution of 4K picture quality, myTV SUPER Box should be connected with broadband of 12Mbps or above and played with 4K TV. myTV SUPER App and Web do not support 4K TV quality.

Q8)
What page will reload if I shut down myTV SUPER Box suddenly and restart it?
A8)

Linear channel: Back to the channel before shut down.

VOD: Back to the program before shut down.

Q9)
What does basic pack include?
A9)

Please visit our official website: https://www.mytvsuper.com/en/service_plan or call us for enquires or subscription.

Q10)
Why can’t I watch live streaming channel or program archive?
A10)

Here are some possible reasons:

iYou are not in Hong Kong

iiNetwork is unstable

iiiThe video cannot be played due to copyright or license issue

ivThe player in your device does not support the system

Q11)
Can I add a live streaming channels to “My Playlist”?
A11)

No, “My Playlist” is for keeping your favorite VOD program list only.

Q12)
When will TV contents be uploaded?
A12)

Most TVB live streaming program is available within a couple hours after broadcasts in Hong Kong on myTV SUPER VOD, depending on the genre of programs.

iNews:     3 hours after TV broadcast

iiDrama:    3 hours after TV broadcast

iiiNon-drama6 hours after TV broadcast

All programs are subject to final announcement by myTV SUPER.

Q13)
Any content difference between myTV SUPER Box, App and Web?
A13)

No, difference if the service packages on different service platforms are the same.


Technical Support

Q1)
What is the basic requirement for my TV sets, mobile phones and tablets for using the service of myTV SUPER?
A1)

Suggested requirement for using myTV SUPER:

iTV Sets:

- With HDMI inputs

Network Connection with myTV SUPER Box: suggested to use 30Mbps or above broadband service

 

iiSmartphones:

 - Operation System: iOS 10.0 or above, Android 4.4 or above

 

iiiTablet PCs:

 - Operation System: iOS 10.0 or above, Android 4.4 or above

Network Connection: suggested to use WiFi or 3G/4G LTE network

 

ivWeb browsers:

          - Operation System: Windows 7 or above, Mac OS 10 or above

          - Internet Browser: Safari 8 or above, Chrome 59.0 or above, Microsoft Edge 38 to 40 and 42 or above

  Network Connection with myTV SUPER Web: suggested to use 30Mbps

 

Click here to check the list of all myTV SUPER compatible devices

Q2)
What is the required broadband transmission for enjoying myTV SUPER service?
A2)

The basic bandwidth requirement for myTV SUPER Box:

- 4Mbps or above / 12Mbps or above (for 4K program)

The basic bandwidth requirement for myTV SUPER mobile app:

- 1.5Mbps or above

The basic bandwidth requirement for myTV SUPER Web:

-  1.5Mbps or above

Q3)
How do I install myTV SUPER Box?
A3)

Please read the installation guide on the user manual in the myTV SUPER Box package or visit official website: https://promo.mytvsuper.com/en/tutorial?bookmark=161, connect it with your broadband and TV, and you will be able to watch the subscribed program after activating your account.

Q4)
How do I install myTV SUPER Web?
A4)

You may log in to https://cs.mytvsuper.com/en/login to access myTV SUPER Web service directly.

Q5)
Can I connect myTV SUPER Box to more than one TV set?
A5)

No, myTV SUPER Box can only connect to one TV set at the same time. If you would like to enjoy myTV SUPER on another TV, you need to get another myTV SUPER Box.

Q6)
Should I keep myTV SUPER Box on when I am not watching it?
A6)

Yes, we suggest users to keep it on even if you are not watching it, since myTV SUPER Box will keep updating its software.

Q7)
Can I install other TV app on myTV SUPER Box to receive other TV programs?
A7)

myTV SUPER Box can only receive myTV SUPER channels and programs.

Q8)
Can I download myTV SUPER program to my device?
A8)

myTV SUPER App subscribers may download specific programs to their mobile device and enjoy the downloaded programs anytime and anywhere.

Please refer to“My Download”for details https://promo.mytvsuper.com/en/tutorial?bookmark=167.

Q9)
Will installation of myTV SUPER Box affect my existing TV signal e.g. other pay TV or CCTV service?
A9)

No, myTV SUPER Box is being transmitted through broadband, it will not affect the CABD network of your building and no interference shall there be to your existing TV signal e.g. other pay TV or CCTV service.

Q10)
Can I use the USB port behind myTV SUPER Box?
A10)

It is a backup for future, it is not functional currently.

Q11)
What is the SD card slot behind myTV SUPER Box for?
A11)

Since the myTV SUPER Box does not support re-transmission, this would be for future development.

Q12)
What is the memory size of the myTV SUPER Box?
A12)

About 16GB memory storage.

Q13)
What WiFi transmission mode does myTV SUPER Box use?
A13)

It uses WiFi 802.11 a/b/g/n transmission mode.

Q14)
Can I change the interface of myTV SUPER?
A14)

No, changing interface is not available currently.

Q15)
The mobile device or browser I use is not in the compatible list or is lower than the minimum requirement of service, what can I do?
A15)

myTV SUPER service may not be avaialble if the equipment is incompatible or lower than the minimum requirement of our service. Subscribers should use device and operation system which are myTV SUPER compatible. Please visit https://www.mytvsuper.com/en/basic_requirement for details.

Q16)
Can I download and install myTV SUPER app on other TV Box?
A16)

No, myTV SUPER app does not apply on other TV Box.

Q17)
How to set up wired and wireless (WiFi) network for myTV SUPER Box?
A17)

WiFi Network Setup:

To setup WiFi network, first you need to select SSID (WiFi network name) from the list, if the WiFi network is password protected, please enter the password by remote control unit or on-screen keyboard. You may select “Show Password” to make sure the password you entered is correct, and press the “Next” button. If the information is correct, you will see the connected screen, and the network setup process is complete.

Wired Network Setup:

To setup wired network, first make sure the LAN cable is connected, if your network supports automatic network setup, select and press the “DHCP” button and the system will obtain the IP address automatically. If you choose manual input, please enter the correct IP address and other information and press the “Next” button. If the information is correct, you will see the connected screen, and the network setup process is complete.

If you have any problems, check the Quick Start Guide inside the packing box or our official guide https://promo.mytvsuper.com/en/tutorial?bookmark=161 , or contact our customer service for assistance.

Q18)
Why does the power indicator of myTV SUPER Box not light up?
A18)

Please check whether AC adaptor is connected to AC power socket and the red power port on myTV SUPER Box.

Q19)
Why can’t I see any display of myTV SUPER on my television?
A19)

Please check whether HDMI cable is connected to the blue HDMI port on myTV SUPER Box and HDMI port on your television, and switched to corresponding HDMI channel.

Q20)
Why can’t myTV SUPER Box connect to network?
A20)

For wired connection, please check whether LAN cable is connected to the green Ethernet port on myTV SUPER Box and your network equipment. For wireless connection (WiFi), please check whether your WiFi router functions well.

Q21)
Can I input SSID manually and connect to particular network?
A21)

Manually input SSID is not supported.

Q22)
I can’t find the SSID (network name) that I want to connect, what can I do?
A22)

You can try refreshing the available network list by pressing “Refresh network list”, if you still cannot find the SSID you wanted to connect to, please check your network equipment settings.

Q23)
Why still no Internet connection when the screen shows the IP address successfully obtained?
A23)

If the IP address is successfully obtained but the screen still shows “WiFi network setup not successful”, please check your network equipment (router), or press “Back” to try another connection options.

Q24)
How to check the IP address for an Internet connected MyTV SUPER Box?
A24)

Please press System Settings” → “About” → “Device Status” → “IP Address to check the IP address.

Q25)
Can I watch myTV SUPER programs via other devices by using streaming technology (e.g. Miracast, Air Play, etc.)?
A25)

Subscribers can only watch myTV SUPER programs by using myTV SUPER Box through suitable television set or myTV SUPER App through suitable mobile device or myTV SUPER Web through suitable web browser. Please visit “Tutorial” in our official website https://www.mytvsuper.com/en/basic_requirement for the details of equipment requirement.

Q26)
What if incognito mode is switched on or delete cookies when using myTV SUPER Web service?
A26)

myTV SUPER Web does not support Incognito mode. User is advised to turn off incognito mode when using myTV SUPER Web service, otherwise quota of change device will deduct once.

On the other hand, user needs to input login name and password again if cookies are being deleted. Quota of change device will be deducted once as well.

Q27)
Can I multi login myTV SUPER Web service on different PCs at the same time?
A27)

No, only single login of myTV SUPER Web service is available on one suitable browser with one PC. The account will be logged out automatically if user login is used on another browser or PC. User may change different browsers or PC 3 times per month.

Q28)
Will it be counted as device changing when logging in and out on the same PC?
A28)

No, it will not be counted if the same browser with the same PC are used to log in myTV SUPER Web service.

Q29)
Will it be counted as device changing when logging in on the same PC after delete cookies?
A29)

User needs to input login name and password again if cookies are being deleted. Quota of change device will be deducted once as well.

Q30)
How to play Linear Channel programs / SVOD / time shift?
A30)

Please refer to the following procedures. 

Linear Channel 

1. Click “TV”

https://img.tvb.com/ti_img/MyTVSuperPromo/2532/5c89dac21c6e5_1552538306.png 

2. Select and click required channel

https://img.tvb.com/ti_img/MyTVSuperPromo/2532/5c89dad4bc9df_1552538324.png

 

Time Shift 

1. Click the screen of program and time bar will be shown at the bottom.

 回看功能

2. Move and click the cursor to the desired time slot on the time bar.

 

 

SVOD

1. Click “SVOD” and select desired Premium Pack and Program.

https://img.tvb.com/ti_img/MyTVSuperPromo/2532/5c89db0188cae_1552538369.png

Q31)
Can I use myTV SUPER Web service on browser of smart TV set?
A31)

No, smart TV set does not support myTV SUPER Web service.

Q32)
Can I use myTV SUPER Web service via PC with virtual OS?
A32)

No, PC with virtual OS does not support myTV SUPER Web service.

Q33)
Can I use my customer ID & password of myTV SUPER Box / App service on myTV SUPER Web service?
A33)

No, dedicated customer ID & password cannot be used on other platforms.


myTV SUPER Multi-view Service

Q1)
What is myTV SUPER Multi-view Service?
A1)

myTV SUPER Box user may enjoy myTV SUPER service via mobile device or web browser with the same account by applying for myTV SUPER Multi-view Service.

Users may enjoy different programs on separate platforms concurrently (For myTV SUPER Box user only).

Q2)
How do I apply for myTV SUPER Multi-view Service?
A2)

Existing users may apply through “Device Management” in SVOD mode of myTV SUPER box. New customers may apply for any myTV SUPER service to receive this value added service. Please call our Customer Hotline 2399-9666 for assistance.

Q3)
What is the service fee for this application?
A3)

Please refer to our official website https://www.mytvsuper.com/en/service_charge for the service fee.

Q4)
How many myTV SUPER Multi-view service can I apply for?
A4)

Each myTV SUPER Basic Pack user with myTV SUPER Box account can apply for ONE myTV SUPER Multi-view service only. (Existing myTV SUPER Multi-view service users or myTV SUPER Supreme Pack users are not eligible).

Q5)
Which service platform is applicable to myTV SUPER Multi-view service?
A5)

myTV SUPER Multi-view service is for the use of myTV SUPER App and myTV SUPER Web*.
Please visit our official website https://www.mytvsuper.com/promo/en/tutorial?bookmark=160#question-160 for the basic requirement of devices.

Q6)
Is it a contract based service?
A6)

myTV SUPER Multi-view service is a Free-To-GO monthly service.

Q7)
Can I reserve the right of purchasing in this moment?
A7)

Yes, it is not a compulsory service. myTV SUPER Box users may apply for this service at will.

Q8)
How can I activate this service after purchasing?
A8)

Subscribers may activate the service through myTV SUPER Box. Press menu button “≡” to enter myTV SUPER Service Details in SVOD mode, then select Device Management and follow instruction for device pairing.

Q9)
Can I pair to several mobile devices in the same time?
A9)

Subscribers can only pair 1 set of mobile device at one time, delink is necessary before pairing to another set. Each service account is allowed to change device not more than 3 times in each calendar month. Please call our Customer Hotline 2399-9666 for assistance.

Q10)
Any difference between programs on myTV SUPER Box and additional device?
A10)

No difference because the services are under same account, but subscribers may watch different programs on different platforms at the same time without interruption.

Q11)
Does it mean creating a new account for myTV SUPER Multi-view Service?
A11)

No, the services are under same account without creating a new one.

Q12)
Do I need to pair the mobile device every time when I use the Multi-view Service?
A12)

No, service is locked with the assigned device after activation. Non-assigned devices cannot be used.

Q13)
Any difference between myTV SUPER Multi-view Service and Additional Mobile Device Service?
A13)

myTV SUPER Multi-view Service can also provide service on web browser platform*.

Q14)
Can I navigate from platform (App / Web) to platform?
A14)

Subscribers may choose to use myTV SUPER App or Web in myTV SUPER Multi-view Service. However, there is a device changing quota in each month and the pairing process should be through myTV SUPER box.

Q15)
Is myTV SUPER Multi-view Service mainly for myTV SUPER box subscribers? Can a myTV SUPER Web user purchase this service for watching myTV SUPER programs via myTV SUPER App?
A15)

Additional device can only be paired via myTV SUPER Box.


My Download

Q1)
Can I download myTV SUPER programs for viewing afterwards?
A1)

To watch myTV SUPER programs on the go, myTV SUPER App subscribers may download specific programs to their mobile device and enjoy the downloaded programs anytime and anywhere.

Q2)
Any limitations of downloading programs?
A2)

Only specific SVOD programs can be downloaded.

Q3)
How to download the programs to my mobile device?
A3)

The download process is as follows:

iSelect suitable program(s) in SVOD mode, an icon   is indicated for downloadable;

iiPress the icon for download;

iiiA window will show related information, press “Download” to confirm;

ivAn icon [Downloaded] is shown after download completion;

vPress the downloaded program to watch.

Q4)
How long can the downloaded program being kept?
A4)

Normally, the downloaded program can be kept for 7 days. The actual viewing period may be affected due to the shelf life of that program.

Q5)
Why download does not work?
A5)

Please ensure the following status before download:

iBattery level of mobile device maintains 50% or above;

iiSufficient memory size for the mobile device (400 MB or above);

iiiSufficient network data for the mobile device.

(Download process may under either WiFi or Mobile Data Network, adjust setting to disable download by mobile data.)

Q6)
Can I download and save the program to SD card, and play the downloaded program in another mobile device by using same Customer ID and Password?
A6)

No, downloaded program can only be played in same mobile device via myTV .

Q7)
Can I play the downloaded program overseas?
A7)

Yes, however Flight mode is recommended to prevent mobile network data usage.

Q8)
Can I download the programs by using paired mobile device via myTV SUPER Multi-view service and myTV SUPER App?
A8)

Yes.

Q9)
Does playing the downloaded program require any mobile data?
A9)

No data is required only when Flight mode is on or network connection is not available.

Q10)
Why can’t I download all programs to my mobile device?
A10)

Due to copyright restrictions, only specific programs are available for download.


myTV SUPER Remote App

Q1)
What is myTV SUPER Remote App?
A1)

myTV SUPER Remote App is a Mobile App for myTV SUPER Box users. You can download it via App Store or Google Play. After pairing it with the box, you can use the app to remote control the myTV SUPER Box.

Q2)
Can the physical remote control unit be totally replaced by myTV SUPER Remote App?
A2)

The functions of myTV SUPER remote control unit can be fully covered by myTV SUPER Remote App. Besides, additional features, such as Keyword Search, Program short cut, My favourite list, Function key shortcut and Friendly reminder are also equips in myTV SUPER Remote App.

 

Q3)
How to pair myTV SUPER Remote App with myTV SUPER Box?
A3)

The pairing flow is listed as below:

iOpen myTV SUPER Remote App, then press “Connect myTV SUPER STB”;

iimyTV SUPER Remote App can search for the STB automatically if the device and the Box are both in the same WiFi network;

iiiPress the serial no. of desired STB;

ivAn icon will appear on the upper right corner of SVOD mode once the pairing process is completed;

vUser may control the Box via myTV SUPER Remote App.

Q4)
How can I know the pairing process is completed?
A4)

An icon will appear on the upper right corner of SVOD mode once the pairing process is completed.

Q5)
Do I need to pair the mobile device every time when I use myTV SUPER Remote App?
A5)

No, it is linked with the assigned Box after pairing. Non-assigned devices cannot be used.

Q6)
Why can’t I connect to myTV SUPER Box successfully?
A6)

Please check the following:

imyTV SUPER Remote App is already downloaded in the mobile device;

iithe Box is located in the same WiFi network with that mobile device;

iiimyTV SUPER Remote App is not connecting with another Box.

Q7)
Can I download and use myTV SUPER Remote App on another mobile device?
A7)

Yes.

Q8)
Can I connect to myTV SUPER Box with multiple mobile devices in the same time?
A8)

Yes, but each myTV SUPER Remote App can only connect to single Box.

Q9)
Can a myTV SUPER Remote App control multiple myTV SUPER Box in the same time?
A9)

No, because only one myTV SUPER Remote App can be connected to one STB.

Q10)
Can I use myTV SUPER Remote App if myTV SUPER Box is not connected to WiFi router or via WiFi network?
A10)

No, because both the Box and the mobile device must be in the same WiFi network.

Q11)
Can I control myTV SUPER App or Web by using myTV SUPER Remote App?
A11)

No.

Q12)
How to unpair the app with myTV SUPER Box?
A12)

Go to “Setting” in the myTV SUPER Remote App and select “Unpair STB”, then press “Confirm”.

Q13)
How to change to other mobile devices to control the STB?
A13)

Unpair the paired Box and the mobile device, then pair the Box with another mobile device.

Q14)
What is the basic requirement of mobile device for installation of myTV SUPER Remote App?
A14)

Basic requirement of device:

-  Smartphones / Tablet PCs: Operation System: iOS 10.0 or above / Android 4.4 or above

Q15)
What is the operation environment for myTV SUPER Remote App?
A15)

It requires WiFi network to connect with myTV SUPER Box.

Q16)
If my myTV SUPER Box is using wired network, does myTV SUPER Remote App work?
A16)

myTV SUPER Remote App works with myTV SUPER Box properly when both STB and mobile device are under the same Wi-Fi network (STB can be connected to a Wi-Fi router and network equipment via LAN cable).

Q17)
How can I select the desired myTV SUPER Box if there are multiple boxes under the same network?
A17)

During the pairing process, the app will search and list out all the serial numbers of myTV SUPER Box in the network. Just select the desired one for pairing. Besides, you may name your myTV SUPER Box for ease of recognition in next time.

Q18)
Can original myTV SUPER remote control unit work properly at the same time?
A18)

Yes.

Q19)
After I play a program with myTV SUPER Remote App, will the viewing be recorded in “History” of the Box?
A19)

Yes.

Q20)
Can I save program in “Playlist” in the Box after I searched it via myTV SUPER Remote App?
A20)

You may add channel, program or artist in your favorite list anytime via myTV SUPER Remote App.

 

Q21)
Does myTV SUPER Remote App consume any mobile network data?
A21)

No, it mainly connects to the Box via WiFi network.

Q22)
What is the purpose of “Bell-shaped icon” in the EPG?
A22)

You may click the icon to set an reminder in EPG before program starts.


Personal Information Amendment

Q1)
How to change my mailing address and email address?
A1)

Subscriber may change the mobile phone no. via “My Account”of Member Zone in official website, https://cs.mytvsuper.com/en/login or myTV SUPER APP. Record will be instant updated.

Q2)
How to stop receiving direct marketing message from your company?
A2)

Please email us to enquiry@mytvsuper.com or call us for opt out.

Q3)
Can I change the ownership of account within contract period?
A3)

You can go to our official website: www.mytvsuper.com and download “Change of customer registered name”. Fill in the application and email, fax, or mail to us, we will change the ownership once confirmed. However, a transaction fee for changing the ownership is applied. For details of the charge, please refer to the “Service Fees Schedule” in our website.


Service Termination (applicable on users who subscribed through myTV SUPER website or customer service hotline)

Q1)
How to check my contract end date?
A1)

Please go to “Member Zone” in our official website: https://cs.mytvsuper.com/en/login or myTV SUPER app interface.

Q2)
What is the procedure for service termination?
A2)

Please contact out customer service hotline one month in advance should you wish to disconnect the service. For those who have signed up a contract offer with us and wish to disconnect the service before contract expiry, you have to pay the outstanding balance for the remaining contract months before actual disconnection takes place.

Q3)
How should I pick up the myTV SUPER Box after subscribing and return the box after service termination?
A3)

iIf subscribed through myTV SUPER website or customer service hotline:

         Please pick up and return to our dedicated service center, or arrange courier service at a cost.

iiIf subscribe through internet service provider:

         Please contact your internet service provider for enquiries on delivery and collection.

iiiIf purchase through retail stores:

         User owns the myTV SUPER Box and do not need to return the box.

 

Q4)
If the equipment is lost or damaged, is there any penalty? What is the penalty charge?
A4)

Yes. For details of the penalty charge, please refer to the Service Fees Schedule under our official website: https://www.mytvsuper.com/en/service_charge.

For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.

Other service charge (applicable on users who subscribed through myTV SUPER website or customer service hotline)

Q1)
Is there any charges on on-site technical inspection and maintenance?
A1)

Yes. For details of the charges, please visit our official website: https://www.mytvsuper.com/en/service_charge.

Q2)
Is there any charge for collecting the equipment on-site?
A2)

Yes. For details of the charges, please visit our official website: https://www.mytvsuper.com/en/service_charge.

Q3)
What should I do if the equipment is damaged within warranty period?
A3)

User can bring the damaged box to our dedicated service center within warranty for repair (The warranty period for a bought myTV SUPER Box is 12-month from invoice date).

For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.