DigiTV FAQs


Read the DigiTV Manual here
  1. What is DigiTV?
    DigiTV is Digicel’s new Cable Television Service.

  2. How many channels do you have?
    A selection of up to 20 channels will be available.

  3. Is it across all the islands?
    Digitv will be initially available only on Tongatapu and Eua.
  4. Are there different packages?
    Yes, we are currently offering two packages:
    1. DigiFamily - 14 channels
    2. DigiMax – 20 channels

  5. What are the costs for your two Packages?
    DigiFamily - $65.00 per month
    DigiMax - $99.00 per month

  6. What is the cost to purchase a Digitv Cable Box?
    T$380.00

  7. How many sports channels?
    We will have:
    1. 1 Sports Channel – DigiFamily (Ten Sports)
    2. 1 Sport Channel – DigiMax (Eurosports)

  8. Can I choose 14 of my own channels if I select the DigiFamily package?
    No, the packages are pre-determined and it is not technically possible to transmit single channels.

  9. Will there be live sports coverage?
    Digitv will continue to provide LIVE coverage such as the IRB World Sevens and also add new content such as the French Top 14 Rugby and the Heineken Cup.

  10. How much is it?
    You will need to purchase a Set Top Box for T$380* and the subscription costs are T$65 per month for Digifamily (our 14 channel package) or T$99 for Digimax (our 20 channel package).
    *CC Agent should check at this point for any promotions that are in place and if necessary, refer to those promotional FAQ’s.

  11. How does the pre-pay service work?
    Subscriptions are on a calendar month basis and payments must be made before the last day of the prior month. So, in order to be able to watch the tv service in June, you must pay for that subscription on or before the 31st May or your tv service will be scrambled. A fee of $99 applies in the event a customer needs reconnection.

  12. What if I pay my subscription later than the last day of the prior month?
    If payment is not received by the last day of the prior month, then your service may be scrambled and you will be unable to view your tv channels. If payment comes in later, then your service will be unscrambled. We do not charge any late payment fees.

    However, if payment is not received before the next month subscription is due, then your service will be de-activated and in order to start watching tv again, you will be required to pay a Re-Activation Fee of T$99 + your monthly subscription fee.

  13. Where can I purchase a new Digitv?
    Digitv can be purchased from any of our three main Stores: HQ, Main Street and Mailetaha.
    We will also be distributing through the dealer channel and some selected retail outlets (the latter to be advised).

  14. Can I pay for my Digitv using a cheque/credit card?
    Yes

  15. Can I pay my Digitv monthly subscription via online banking?
    Yes

  16. Will I be able to install my new Digitv package by myself?
    Yes. The Basic Home Installation package provides you with a new cable box, smartcard, audio, RCA wire, power cord, manual book and a remote control. However, you will need to provide a standard UHF antenna to receive the TV signal. Depending on your location, this could be an internal antenna or an external antenna.

    Digicel does not provide antennas, but if you need to, you can source one from Island Technology, Vete Electronics, 21st Century Electronics or Lords Mobile.

  17. I have two TV’s at home; can I watch Digitv on both?
    To receive the best quality signal, you will need to provide a set top box for each room.

  18. I have a SKY PACIFIC dish and a cable box; can I use it with a Digitv card?
    No, the two systems are incompatible.

  19. Is there a warranty on cable box and equipment?
    Yes. The cable box will be owned by the subscriber upon full payment and it will have a full 180 days return to depot for repair or replacement.
    The warranty will only cover faults arising from equipment failure and does not cover damage caused by negligent or willful damage.

  20. Will I be given a replacement cable box while mine is in the repair shop?
    It depends on availability. Cable Pacific, our service and equipment provider may, at their own discretion and depending on available stock, provide you with a replacement box whilst your unit is in repair.

  21. I am a Tonfon TV customer do I automatically have access to the new Digi TV?
    All Tonfon TV customers must upgrade their current Tonfon TV cable box to the new Digitv cable box to access the channels.
    However, if your account is financially current, you qualify for a free upgrade.

  22. (TonFon Customers) Where can I go to collect my new Digitv cable box?
    You may collect you new Digitv cable box from our Digicel Head Office Store.

  23. Do you have a TV Guide? How can I see what programmes are scheduled?
    Yes, a guide will be available.

  24. What date at the end of every month can we pay?
    Payment is expected by the last day of each month. This is a pre-payment of the following month.

  25. If I buy a package and decide 3 months later I don’t want it, what happens?
    You can simply call Customer Care and ask for the service to be disconnected OR not pay the next fee. Disconnection will follow by either method.
    You will however, be required to pay a reconnection fee of $99.00, if you decide later to re-connect to the service.

  26. If I buy a package and decide I would like to add channels to it, is this possible?
    You can upgrade from Digifamily to Digimax at any time, by paying the new appliacle subscription fee (ie T$99 instead of T$65). There are no ther fees for upgrading your package.

  27. If I subscribe to Digimax and want to change to Digifamily, can I do this?
    Yes, however, there is a T$15 once only downgrade fee.

  28. How long is the contract for?
    There are a range of options for payment as well as purchasing the equipment.

  29. If I cannot pay my subscription fee one month, what happens?
    As a Prepaid service, your package will be disconnected. However you can still enjoy our own “Digitv Family” channel which is provided Free to Air for all our cable box owners.

  30. Is there a re-connection fee if my service was scrambled? What is the fee to get unscrambled?
    Refer to Answer 25

  31. If I am outside my warranty period, how can I have the equipment repaired and how much will it cost?
    Repairs after time of warranty will be subject to a $35.00 service fee plus the cost of the parts, to be paid upon collection of the repaired Set Top Box.

  32. My Digitv cable box does not work, what can I do?
    Please check the following:
    1. The cable box power chord is plugged in
    2. The smart card is inserted properly
    3. The connections are correctly in place
    4. Your subscriber account is not blocked
    5. Your subscription includes the channel you are attempting to view

  33. My screen shows a blank screen or only the “Digitv” screen. What can I do?
    Check to ensure you have plugged the aerial lead into the box, the Power cord is connected, the RCA leads are in, and you have switched on your new cable box. The “Digitv” start screen will appear while the cable box tuner starts up. Press the “Menu” button and select “Receiver Settings” …
    1. Select “Reset to Factory Settings”
    2. You will be prompted to enter your PIN number…”0000” is the factory default. Press “OK”.
    3. This will erase all settings on the box and force it to retune itself. Please do not press any buttons during this process.
    4. The “OSD language” menu will appear, select “English” and press “OK”
    5. The “Program Search” screen will appear and your Cable Box will run through its tuning process. This will take a few minutes and you can view its progress by watching the numbers in the bottom right of the screen as they climb to 57. Once it reaches 57 it will store the new information and your channels will become available.

  34. My screen shows a SCRAMBLED message, what can I do?
    Turn off the power and remove the cord from the outlet. Wait 1 minute and return plug to outlet. Unit should reboot, but if not there are a number of reasons why it might not:
    1. Your card may not be inserted the right way.
    2. Your account may be blocked (contact customer care).
    3. Your card may be damaged or faulty. However this rarely occurs so we advise that you carefully check you have inserted it properly before contacting customer care.
    4. Your aerial may have moved, been damaged or be faulty.
    5. Your cable box may be damaged or faulty. Contact customer care and report the error.

  35. A new channel has been added to my package, what do I need to do?
    Please follow the steps below:
    1. Press the “Menu” button and select “Receiver Settings”
    2. Select “Reset to Factory Settings”
    3. You will be prompted to enter your PIN number…”0000” is the factory default. Press “OK”.
    4. This will erase all settings on the box and force it to retune itself. Please do not press any buttons during this process.
    5. The “OSD language” menu will appear, select “English” and press “OK”
    6. The “Program Search” screen will appear and your Cable Box will run through its tuning process. This will take a few minutes and you can view its progress by watching the numbers in the bottom right of the screen as they climb to 57. Once it reaches 57 it will store the new information and your channels will become available.

  36. My Digitv box has tuned in all the channels but the picture is black and white and distorted with “snow”. What can I do?
    Please follow the following steps below:
    1. Press the “Menu” button and select “Receiver Settings”
    2. Select “Output Options”
    3. Select “SDTV Mode” and, using the “<” or “>” buttons to change the Factory setting of the signal output from PAL to NTSC. Your TV set may be either and this will affect the color if wrongly selected.
    4. Press the “Exit” button until you exit the Menu screens.

  37. I cannot hear anything on X channel, what do I need to do?
    Check the RCA leads (the Red, White & Yellow cable) to ensure they are connected correctly.

  38. I am getting an error message on my screen, can you please assist?
    These error messages relate to definite problems and if you contact our Customer Care Department by dialing 123 they will diagnose the error message and assist you accordingly.

  39. I am not seeing all the channels that are included in the Digitv package, what do I need to do?
    Firstly, try retuning your cable box as per the instructions above. If the problem persists, please contact Customer Care and check if there is a problem with your Account.