The Department of Electronic Communications has issued guidance to the public regarding problems arising from the switch of terrestrial digital television to the new DVB-T2 technology on the Hellas Sat network.
Why the switch happened
The move to the new network represents a significant technological upgrade for Cyprus, which was among the last countries in Europe not to have adopted high-definition (HD) technology, the Department said.
The switch also became necessary because the previous provider’s licence had expired. The broadcasting system used by Velister did not require the transmission of high-definition programmes, meaning reception requirements were higher than those needed for HD programmes.
A three-month period of parallel broadcasting on both networks preceded the switch, along with a public information campaign to ensure citizens took the necessary steps in good time, the Department said.
What viewers need to do
The transition to the new network requires retuning television channels. If a television set is an older model that does not support DVB-T2 technology, viewers need to obtain an external decoder.
To choose and obtain the appropriate decoder, citizens should contact their respective suppliers, who are responsible for properly informing and assisting consumers regarding compatibility with DVB-T2 technology.
A specific issue with decoders imported from Greece
The Department said it has found that some TV decoders imported from Greece may require a change to their regional settings to another European region, as their software does not allow automatic tuning to the new frequencies.
Where to get help
Support for all of the above is available to citizens through Hellas Sat’s call centre, which operates daily until 9pm on 22000737. Due to the increased number of calls, delays in service may occur. However, the provider has committed to contacting all citizens whose calls could not be answered immediately.
In addition, the Department said several cases have been identified where the problem relates to the reception installation or internal wiring of properties. Hellas Sat has committed to providing technical support for these issues as well.
What happens next
The Department of Electronic Communications, under the Deputy Ministry of Research, Innovation and Digital Policy, said it monitors developments daily and remains in constant contact with Hellas Sat to ensure the provider proceeds with a full resolution of the problems as soon as possible for all viewers experiencing reception issues.
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