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Basic Trouble Shooting

Follow the steps for basic troubleshooting of your issue:-

  • Check if the LAN cable is properly plugged in to the computer / router.
  • Check and make sure that the LAN Connection is indicating "Connected.”
  • If you are using a "Router", please restart the same.
  • Switch off your router, wait for a few seconds and then switch it on again.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

    • Try not to place the router in a corner of your home.
    • Do not place any large metal object near the router.
    • Try changing the direction the router is facing (by 90 degrees) in iterations to check the performance in each direction.
    • Try changing the direction in which the antenna is facing, by pointing one antenna upwards and the other in another direction, preferably away from a wall.
    • Try changing the Wi-Fi security type, the common security type is WPA2-PSK, check the speed with WPA-PSK and mixed mode to check of the speed improves.
    • Under 802.11 b/g/n settings, change from “802.11 b/g/n mixed” to “802.11 n only”.
    • If the issue still persists raise a service request by getting in touch with us:-

  • Please check your speed only after you have plugged in the LAN (Ethernet Cable) directly in your laptop/desktop.
  • Go to any internet browser and type www.speedtest.net
  • Select the test server hosted by GTPL to know your upload and download speed.
  • Users can also check upload and download speed on their system LAN Card.
  • If the issue still persists raise a service request by getting in touch with us:-

  • The internet speed is fastest when the device is directly connected to an Ethernet cable.
  • Connect your device to any of the router LAN ports via ethernet/LAN Cable and then browse.
  • If your device is not capable of connecting to the router through a wire, try to stay close to the router to get better speed.
  • The speed may drop when connected through Wi-Fi due to wireless interference such as walls, radio frequencies from nearby electronic devices or due to incorrect router.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for raising a shifting request of your issue:-

  • Send “Hi” on our WhatsApp number +91-82000-92000
  • Call our customer care at +91-97276-33633
  • Login to your account using GTPL App or our website GTPL Website and go to “My Service Request”

Follow the steps for renewing:-

Follow the steps for basic troubleshooting of your issue:-

  • Check all connections and reconnect cable to the Set Top Box as well as the TV making sure that all cables are properly connected.
  • Restart the Set Top Box by switching off the electrical connection from the electrical point (Power Off and Power On).
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Channel might not be subscribed by you. Contact your operator to add Channel.
  • Your subscription could be suspended due to non-renewal. Pay your subscription fees to reactivate.
  • Check the Audio Video connection between Set Top Box and TV.
  • Reboot STB i.e. Unplug the power cord to your Set-Top Box from the electrical outlet for 15 seconds and then plug it back in.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Reboot STB i.e. Unplug the power cord to your Set-Top Box from the electrical outlet for 15 seconds and then plug it back in.
  • Wait for a few minutes and then power on the STB Box.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Check all connections and reconnect cable to the Set Top Box as well as the TV making sure that all cables are properly connected.
  • Restart the Set Top Box by switching off the electrical connection from the electrical point (Power Off and Power On).
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Check the Audio Video/HDMI cable connection in the Set-Top-Box
  • Choose another service or program
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Make sure you point your remote directly towards your STB and nothing is between the two.
  • Make sure that the remote command light on your STB and on your remote control should flash each time you press a remote key.
  • If neither light flash, check batteries in your remote and if your STB is plugged to mains.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Check all connections and reconnect cable to the Set Top Box as well as the TV making sure that all cables are properly connected.
  • Restart the Set Top Box by switching off the electrical connection from the electrical point (Power Off and Power On).
  • If the issue still persists raise a service request by getting in touch with us:

Follow the steps for basic troubleshooting of your issue:-

  • Call your Cable operator and request for channel addition to your subscription/ upgrade subscribed pack.
  • Login to App/Website and raise request online.

  • Pay your subscription fees to reactivate.
  • Login to selfcare using App/web and renew your subscription.
  • You may also reach your Cable TV operator for assistance regarding renewal/recharge purposes.

Follow the steps for basic troubleshooting of your issue:-

  • Reboot STB i.e. Unplug the power cord to your Set-Top Box from the electrical outlet for 15 seconds and then plug it back in. Wait several minutes and then power on the STB Box. Check to see if this resolves the trouble.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Check all connections and reconnect all cables at the back of the TV or box, making sure that the cables are all properly connected.
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Check the AV connection in the STB or
  • Check the TV's AV connection or
  • Choose another service or program or
  • If the issue still persists raise a service request by getting in touch with us:-

Follow the steps for basic troubleshooting of your issue:-

  • Check if STB is connected to mains or not switched ON.
  • Check the mains and Press to ON/OFF button on the front of the STB.
  • If the issue still persists raise a service request by getting in touch with us:-
    • Send “Hi” on our WhatsApp number +91-82000-92000
    • Call our customer care at +91-97276-33633
    • Login to your account using GTPL App or our website GTPL Website and go to “My Service Request”
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