Find answers to the most frequently asked questions
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Here you can find answers to the most frequently asked questions.
You can't find what you're looking for? Call our customer service at +590 590 434 434 or directly via Whatsapp
Monday to Friday 8:00 to 18:00 (except for bank holidays).
You can also make your payment using cash or a credit/debit card by visiting any of our IDEALTV Boutique locations.
By logging into this website via the section Packages, you can select any plan and simply go to Activate and make payments directly by credit/debit card 24/7. Simply go to the MY INVOICE email and select “Settle payment.”
By calling +590 590 434 434 (extension 2), you can identify yourself using your subscriber number or phone number, pay by credit/debit card or request a credit/debit card email and settle online.
IDEALTV offers two flexible reception options designed to meet different infrastructure and connectivity needs:
1. Satellite Reception
Our satellite solution delivers a direct-to-home television experience through a professionally installed satellite antenna and IDEALTV decoder. This option provides highly stable, high-quality signal transmission without relying on internet connectivity, making it ideal for locations where bandwidth may be limited or where maximum reliability is required.
2. Internet Streaming (IP-Based Service)
Our streaming solution delivers television services via a secure internet connection. This option enables access through compatible smart TVs, streaming devices, or dedicated applications, offering flexibility, mobility, and easy scalability. It is particularly well-suited for modern hospitality environments and connected households seeking advanced features and simplified infrastructure.
Both options are designed to provide exceptional viewing quality, seamless performance, and access to our premium channel lineup.
Go to the website and select the “Packages”, then “My Territory.” then select the plan and/or option(s) that suits you best. The subscribed plan and/or option(s) is billed for the full month. To avoid any additional charges following a request to cancel an option, the cancellation is processed at the end of the month.
If you wish to modify your subscription, please contact our customer service center. You may also make changes by visiting one of our IDEALTV Boutique locations.The subscription change will take effect immediately, and the new pricing will apply from the following month.
The 2nd, 3rd up to 4th Screen options are available only to customers who subscribe to one of our plans, and receive programs via satellite or streaming services. To subscribe to one of these options, you must have an IDEALTV decoder Solutions. Please contact us via Telephone, Messenger or WhatsApp. An installation will then be scheduled, and the antenna technician will provide and install all the required equipment.
The contract is automatically renewed for a new period of 24 months, unless either party requests termination at least 30 days before the contract’s expiry date.
The contract is automatically renewed for a new period of 36 months, unless either party requests termination at least 3 months before the contract’s expiry date
Simply contact our customer service department or visit IDEALTV Boutique locations.The cancellation will take effect on the 1st day of the month following your cancellation request. Cancellation fees will be applied if you are still under contract.
All satellite services are professionally installed by our authorized technicians, who will connect your satellite antenna and decoder(s) to ensure an optimal TV experience — without requiring any internet connectivity.
With IDEALTV, a single satellite antenna can support multiple decoders simultaneously, delivering reliable reception and maintaining exceptional service quality across all connected televisions. This centralized configuration optimizes infrastructure, reduces installation complexity, and ensures consistent performance without compromising signal stability or viewing experience.
To receive our Satellite service, each television must be equipped with its own IDEALTV decoder. A dedicated decoder per TV ensures optimal signal reception, independent channel selection, and full access to your subscribed content on every screen. This configuration guarantees consistent performance and allows each television to operate seamlessly and autonomously.
Streaming on the other hand allows you, through your decoder(s), to enjoy an optimal TV experience by watching television over the internet without the need for a satellite installation.
The IDEALTV application is available with an internet connection on your Smartphones (iOS or Android), or your Tablets (iOS or Android), or on Android TV or Apple TV. The IDEALTV application can also be downloaded on media boxes using Android, Apple, or Fire TV systems.
If you have subscribed to an IDEALTV offer, you may use the IDEALTV application simultaneously on additional screens (in addition to your main screen) by activating the IDEALTV Additional Screen account. To benefit from multiple simultaneous streams, you may subscribe to one of the following options: “2 Simultaneous Connections” or “3 Simultaneous Connections.” To add this option, please contact a customer advisor or update your selection directly under “Packages” in the “Streaming” section.
You can seamlessly combine the IDEALTV Satellite service and the IDEALTV streaming application under a single subscription, giving you maximum flexibility and access across multiple devices. This hybrid solution allows you to enjoy the reliability and stability of satellite reception at home, while also benefiting from the mobility and convenience of the IDEALTV application on smartphones, tablets, or compatible streaming devices — under the same subscription, regardless of your satellite package. To activate, manage, or upgrade your combined service, simply visit the “Packages” section on our website, or create/update your account at one of our IDEALTV Boutique locations, where our advisors will be pleased to assist you.
If you see a “No Signal” message, please check your television input using your TV remote control and select the input to which the IDEALTV decoder is connected.Ensure that the F connector is securely connected to the SAT input on your decoder. Also verify that the power supply is properly connected to both the decoder’s power input and the wall outlet.If the issue persists, please contact our Service Department at +590 590 434 434 (extension 4).
If you see an error message E033-0, please switch to Channel 1 and remain on that channel for 120 seconds.After 120 seconds, you may return to the channel of your choice.If the issue persists after completing this step, please contact our Service Department at +590 590 434 434 (extension 1).
If you see one of these error messages, please first verify that you are currently tuned to a channel included in your subscription package.
If the channel is part of your subscription and the error persists, please switch to Channel 1 and remain on that channel for 120 seconds.
If the issue continues after completing this step, please contact our Service Department at +590 590 434 434 (extension 1).
If you are unable to install the IDEALTV application on your streaming device, smartphone, or tablet. Make sure your streaming device, smartphone, or tablet is properly connected to the Internet (Wi-Fi or mobile data). On iPhone or iPad: go to the App Store, search for “IDEALTV”, then tap GET. On an Android smartphone or tablet: go to Google Play, search for “IDEALTV”, then tap INSTALL
If you are logged in but do not have access to Live TV. Your internet speed may not be sufficient to support video streaming. Please note that the difference between the speed advertised by your internet provider and the actual speed you receive depends on two factors that are independent of IDEALTV:
1. Your distance from the connection node (for more information, please contact your Internet Service Provider).
2. Internet usage within your household: simultaneous usage across multiple devices (computer, tablet on Wi-Fi, etc.) may reduce the bandwidth available for the IDEALTV app and therefore affect video quality.
Your device may also not have the required capacity to stream videos smoothly. To optimize your viewing experience on the IDEALTV app, close any applications that may be consuming bandwidth or overloading your device’s processing capacity.
If you are unable to log in to your IDEALTV account, please make sure that you have successfully created your IDEALTV account on the website and entered the correct activation code from IDEALTV. If you didn’t receive the code please contact our Service Department at +590 590 434 434 (extension 1).
