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Etisalat customer care number is 101 or 800 101. I am not related to Etisalat, blog was prepared with the help of Internet resources. More help ? onabin@gmail.com

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Frequent Telephone Disconnection

Telephone service frequent disconnection

Problem Nature

Your telephone service is active for few minutes, hours or days, then suddenly there is no dial tone/ no incoming call/  no outgoing call/  noisy call/ noisy dial tone. 

Solution

This kind of problem occurs if


=> Problem from Solution Provider side


  • the ONT (optical network terminal, i.e. main connection box) is receiving poor optical signal strength  from FDH (fiber distribution hub located at main telephone room). Such problem can be solved by changing the fiber optic fast connector (at ONT side and/or FDH side) and/or fiber cable.
  • there is high loss of optical signal from FDH itself, such problem can be resolved by maintaining the main splitter feeder and/or splitter port mapped to the ONT.
  • the power adapter of the ONT is faulty or not proper, so it can be resolved by changing the power adapter.
  • the ONT port or ONT itself is faulty, so it can be resolved by changing the ONT.


 => Problem from customer side


  • Check the telephone wire and RJ11 connector condition. If the wire is not properly connected to the socket or to the telephone or to the ONT, you may experience frequent disconnection.
  • Check the condition of the telephone patch wire connected between ONT and the telephone socket,
  • In many cases such problem is due to faulty wire connection inside the telephone socket.


Frequent Internet Disconnection

Frequent Internet Disconnection

What is happening ?
Your Internet service is active for few minutes, hours or days, then suddenly there is no internet service.


Solution

This kind of problem occurs if


  1. Problem from Solution Provider side
    • the ONT (optical network terminal, i.e. main connection box) is receiving poor optical signal strength  from FDH (fiber distribution hub located at main telephone room). Such problem can be solved by changing the fiber optic fast connector (at ONT side and/or FDH side) and/or fiber cable. Note: You will see no lights or RED light in the ONT
    • there is high loss of optical signal from FDH itself, such problem can be resolved by maintaining the main splitter feeder and/or splitter port mapped to the ONT.
    • the power adapter of the ONT is faulty or not proper, so it can be resolved by changing the power adapter.
    • the ONT port or ONT itself is faulty, so it can be resolved by changing the ONT.
  2. Problem from customer side
    • Check the CAT6 wire and RJ45 connector condition. If the wire is not properly connected to the socket or to the router/computer or to the ONT, you may experience frequent disconnection.
    • Check the condition of the CAT6 patch wire connected between ONT and the Internet socket or Router/computer (in case of dial up connection)
    • In many cases such problem is due to faulty wire connection inside the Internet socket.
    • If your router has 'WAN setting' set to 'Keep Alive' method as 'On Demand', you will experience the internet disconnection if you are not using internet for more than 5 minutes. Refer to the router manual or call 101 to change the router internal setting, i.e. changing the value of  'Keep Alive' option to 'Always on'.

IPTV asking username and password

Username and password is asking when IPTV receiver is turned on 

What is happening ?

When you turn on the receiver, username and password page is appearing at start up.



Why it is happening ?


  1. Wrong capturing i.e. the serial number and the mac address of the STB or PVR (IPTV receiver) provided (by technical staff) to the system is incorrect.
  2. Common issues if your IPTV receiver software is recently upgraded. (IPTV software are upgraded automatically from the service provider)

How to solve the problem ?

  1. First step: turn off the STB and the ONT. Then turn on the ONT and wait 2 minutes at least so that it will be stable. Now turn on the STB. 
  2. If same login page is coming, type admin as username and 1111 as password and click Login
    [FYI: Etisalat IPTV default username is admin and password is 1111]
  3. If step 2 is successful, you will see LIVE TV Loading splash screen and you can enjoy the show. 
  4. If step 2 is unsuccessful, it will give message: INVALID USERNAME AND PASSWORD, CALL 101 FOR TECHNICAL ASSISTANCE. This message implies that the capturing of the IPTV receiver is wrong. So please call 101 and register your complaint. They will send technical staff to correct the issue. There is no charge for the customer for such issue.

Users list showing in TV screen

User list is showing in TV screen when Etisalat IPTV is TURNED ON





What is happening ?

Users list is showing at main screen.


Why it is happening ?

You are logged out either by

  • Pressing Logout button located at Extra submenu of LIVE TV Screen
  • Due to Timeout from server or initial configuration is changed in receiver.

What to do ?

The basic logic is to make one of the user a default user for login to the main screen. For this first select the user you want to login by default and provide login password. Then login to use the all regular IPTV features.
  • From the users list, select the user named Admin
  • Go to sub menu and click Make default
  • Give password 1111, press OK
  • Again select user named Admin
  • Go to sub menu and click Login
  • Give password 1111
  • Next time you restart your STB/PVR, users list will not appear.


Etisalat IPTV Receiver freezing

Etisalat IPTV (STB or PVR) Receiver freezing


What is happening ?

When you turn on the Settop Box (STB) or Personal Video Recorder (PVR) , preview is OK at main page but when you press OK button to view the channel:


  • after 2-3 seconds the channel freezes or
  • scratch picture appears after few minutes
  • when you change the channel STB freezes 


Why it is happening ?


  • poor cabling
    If cable is broken, or cable is highly bended or RJ45 connector is not fixed properly
  • low quality cable used
    Always use Etisalat provided cat6 cable which is free and very high quality
  • problem in socket connection
    If there is too many socket connection or socket connection is poor
  • problem in IPTV port configuration in ONT
    If there is some configuration issues for your IPTV account or ONT port

How to fix this problem ?

You should call 101 and request for technical staff to visit. Please never change cable position or reset the IPTV receiver from your side. The technical staff will visit to your place and check for physical connections and if needed he will call the back-office support to change ONT configuration for IPTV port.