Frequently Asked Questions

General Questions (11)

Yes. TV PLUS is a sophisticated service for big girls and boys. We give you the freedom to “unbundle” your home and save. You can choose your own internet/land line provider and negotiate much better terms than with a combo subscription. Of course, we also offer our own Internet service – everything in a one-stop-shop, if you wish.
As with all other providers, this has to do with the legal situation. We pay for the rights to stream the live TV channels and the VoD movies to you and those rights are limited only to Switzerland.
The simplest way is to contact your old service provider and ask them for the conditions of canceling. In most cases, cancellation is not a problem after more than one year of use. Make sure you understand the terms and conditions of the cancellation and read the “small print”. Please note: the TV PLUS boxes also work with your current Internet subscription. So, you can already order the TV PLUS service and use it with your current Internet account until you cancel without having to pay a cancellation fee. In addition to the TV PLUS service, TV PLUS also offers our own Internet Service- see the INTERNET tab on our website.
Absolutely! We pay the mandatory fees to stream the live TV channels and the VoD movies as well as to use the 7-day replay feature and the right to use the Pause function. Understandably, producers of the TV content and the movies want to be compensated for their offerings. Their rights are represented by several different organizations, to which we pay those fees. In Switzerland we have a relatively consumer-friendly legislation, which allows us to offer all these nice features at reasonable prices. So, everybody gets something out of it.
The rule of thumb is: 5 Mbps (5 megabits per second) download speed and very little upload speed per box. It is useful to add a reserve to this minimum. To be on the safe side, we recommend at least a “30/10” connection, especially if you have 2 to 3 boxes. If your Internet Provider specifies “50/50” or “100/10”, this is more than enough to have 5 boxes running at the same time and surfing the Web, sending emails and download a moderate sized file at the same time. All this can be done with the same Internet access. Note: e.g. “50/5” refers to 50 Mbit/s download and 5 Mbit/s upload speed.  
Absolutely! Competition is a good thing. Consumers have a lot of choices. Basically, there are 2 types of competitors (see the diagram below): On the one Side, there are Swisscom, UPC, Sunrise or others who use technologies such as IPTV or DVB platforms. In other words, these providers go through their own network, such as their own cable TV network or telephone connection. In Switzerland, just over 2 million households watch TV this way. In most cases, you have to sign a contract for at least 12 months and subscribe to everything (TV, Internet, telephony) from the same provider. You are bound to your location and cannot take the TV boxes with you elsewhere. You usually pay 100-140 CHF on the average. With TV PLUS you are not locally bound, can cancel monthly and it costs 24.90 CHF/Mt. for TV. You can choose a good internet provider yourself for 39-50 CHF – so you are saving 50%.

On the other side, there are Zattoo, Teleboy, Wilmaa and others, which like TV PLUS, use OTT (Over the Top) platforms. OTT basically means that these services do not need an own network or are bound to one specific Internet provider. TV PLUS is the solution for people who don’t want to deal (anymore) with app installation on devices and unfriendly operation of smart TVs. TV PLUS works very simply: switch on and watch TV on a big screen instantly. VoD, Netflix and Youtube can be operated with the same (and only necessary) remote control. Above all, we focus on uncomplicated operation. Not to forget: you can use up to 5 boxes at the same time, 4K picture quality, enjoyment on a big screen instead of a small mobile screen etc. We like to think that TV PLUS uses the best of the two worlds and combines their advantages to the benefit of the consumers.
Datatrans is one of the leading Payment Service Providers in Europe and is a kind of interface between our e-shop and you as a customer. This service handles your payment through an encrypted system, so that the payment is executed problem-free and securely. The personal data is not stored at TV PLUS but encoded and stored only with Datatrans.
If you are from Australia, g’day to you. No, we do not operate in Australia, but there is a separate and unrelated outfit also called TV Plus in Australia. If you have an inquiry and you are from Australia, you are probably a customer of the Australian TV plus. Please contact them at http://www.tvplus.com.au/ . Thanks for your understanding.
The app is provided by Samsung itself. Our TV PLUS TV service is not affiliated with Samsung. If you have any questions, please contact Samsung directly.
Some customers prefer to pay by invoices with payment slip. We understand that. However, with our low prices, for handling and cost reasons, we do not offer it. You can make monthly subscription payments with all major credit cards, the Postfinance Card and PayPal. If you don’t have one of those cards, there is a simple solution: you can open a PayPal account for free and pay with it. The monthly subscription is always the same, unless you subscribe to one of the language packages later. These costs will be added to the next monthly bill. Then it works like this:
  • When you order the TV PLUS Start package for the first time, select PayPal as payment method. Or you change in TV PLUS My Account from another payment method to PayPal. Your PayPal account must already be created and the required amount available in it.
  • Before the subscription runs out you make a monthly payment from your bank account to PayPal, best using a permanent order from your bank. Make sure there are enough funds in the PayPal account (this works like a bank account).
  • TV PLUS charges your PayPal account automatically. There are no additional costs for you.
  • You get a monthly payment confirmation from PayPal.
 
Sky offers 3 parts: sky Sport, sky Show and sky Store. These can be subscribed individually, and new options may be added by sky. The easiest way to find out what what is offered here. below and you can then review all the details and the current prices at sky. To enjoy sky you need a subscription from sky Switzerland, to which you can first subscribe separately on your computer or tablet. Then you only need to log in to sky once on the TV box and you will stay logged in. By the way: If you see a message “update required”, you can ignore it and continue watching without any problems.

About The TV PLUS Subscriptions (9)

You can cancel the TV PLUS subscription at any time after the first 3 months. You will still receive your subscribed Live TV channels until 1 month after your last payment. After that time, since you may keep the TV PLUS Box, you can still use the box for everything outside the TV PLUS service: e.g. YouTube, Netflix or the Media Center to play your local content.
You need to log into your account by going to https://tv-plus.tv/my-account/. There you can
  • add one or more language packs
  • cancel one or more language packs
  • cancel your TV PLUS subscription.
You can also order additional TV PLUS boxes there.
Yes, you can add one or more language pack(s) at any time or cancel monthly.
Yes. TV PLUS is a sophisticated service for big girls and boys. We give you the freedom to “unbundle” your home and save. You can choose your own internet/land line provider and negotiate much better terms than with a combo subscription. Of course, we also offer our own Internet service – everything in a one-stop-shop, if you wish.
We intended to offer a very balanced range of channel lineup covering the whole of Switzerland. TV Plus offers over 90 German language channels, over 33 Italian language channels and 34 French language channels from Switzerland, Italy and France. For our many English-speaking customers in Switzerland, we offer 35 English-language channels (5 in the Starter package and 30 in the English-language package for CHF 7.50/month). On the top of this, we offer over 40 full HD sports and premium channels provided by sky Sports and sky Show packages. If we do not offer certain channels you want, please contact us via Live Chat (Bubble in the right bottom corner). We are always working to acquire the channels that are most requested by users.
In the current TV PLUS offering you have 2 ways of enjoying VoD:
  1. The sky services: you need to open a sky account if you don’t already have one, best done on your computer. Then you log in once on the TV box and you are ready to watch sky. You pay via your sky account which is separate from TV PLUS.
  2. Netflix: you need to open a Netflix account if you don’t already have one, best done on your computer. Then you log in once on the TV box and you are ready to watch Netflix. You pay via your Netflix account which is separate from TV PLUS. You are paying a flat rate subscription and you can watch as much as you want according to the current business model of Netflix. You can cancel Netflix monthly.
The 5 TV boxes sharing one TV PLUS account can be in completely different locations and can watch TV at the same time independently of each other. It is not necessary that the boxes are connected to the same Internet provider. Only the recordings on all TV boxes are shared, i.e. you can record a show from the box in your living room and then watch it on another box e.g. in your weekend house in the Tessin (or in any of our mobile and Web apps).
The recording capacity is limited to approximately 400 hours. With assorted movies and sports recordings this can easily mean 250 to 350 recordings. We have about 12’000 boxes operating with this concept and we have no knowledge about any user who has reached their limit. If needed, we can increase the limit later. Just for clarity: all recordings are stored in the cloud, not on the TV Box.
According to the current licensing regulation, we are not allowed to make Replay available or to have recordings made from the time before the account was opened. After one day, Replay and recordings from the last 24 hours are available. 7 days after opening the account, the current maximum of 7 days for Replay and recordings is available for you.

The TV PLUS Box (16)

First, you only pay for the LIVE TV subscription once, but you can use up to 5 boxes at the same time for that price. Second, you can have one box in your living room, one in the bedroom and one in your weekend home. So, you can enjoy the whole content yourself, wherever you are. Third, you can have one box for yourself, one for your spouse(s), and one for your kids and all of them can watch a different TV show at the same time. You just need to have “enough” internet to watch TV on multiple boxes at the same time. The rule of thumb is: 5Mbit/s (megabits per second) per box. And finally, if you order a movie or record a TV show, all your boxes have access to it. In other words, you can start watching something in the living room and continue tomorrow morning in your study or on Sunday in your weekend home.
Anywhere, if you have cables long enough to connect the box to the TV and Internet. TV box must be visible (or at least the infrared receiver window on the front) because the remote control works with infrared signals.
You should not need to. In the carton you will get the following:
  • a 3-meter Ethernet cable for the Internet
  • a 2.5-meter HDMI cable for your TV
  • the power supply
  • the remote control with batteries
  • a quick start guide to help you connect everything
This should be enough to start you off immediately.
No. The box comes to you already enabled. Just connect it and enjoy. No password is needed for the TV PLUS services. The only exceptions are Netflix and sky App. To use them, you need to already have a Netflix or sky account or open a new one. On the TV box, you`ll need to enter your Netflix or sky username and password once, and the box will always keep you logged on.

Our remote control has 4 green programmable buttons on the top right (Power, Source, VOL+ and VOL-), you can synchronize them with the buttons of your existing TV remote control. In this way you only need one single remote control to operate both- your TV box and TV.

And this is how it works: 1.  Press and hold one of the green buttons (e.g. VOL+) for about 6 seconds until the LED light of the green power button (it flashes 3 times briefly at the beginning) is permanently lit.

2.  Hold your original TV remote control and your new TV Plus remote control about 1 cm away from each other, opposite to each other (with the front sides facing each other)

3.  Press and hold the corresponding button on your original TV remote control (e.g. VOL+) until the LED light on the new TV Plus remote control flashes 3 times and then goes out. 4.  Do the same for the other three buttons (Power, Source and VOL-).  

Of course, there are more manuals. We are constantly adding new features and because we want to do something good for the environment, we prefer online manuals. These are always up to date. You can also download the manuals as PDF. We provide the manuals on the website inside your account under DOWNLOADS, but we hope that using the TV Box is so easy for you that you don’t need any manual at all.  
We make software updates available to you free of charge. The TV box constantly checks for new updates in the background but will never interrupt you with notifications or start an update out of the blue. You may notice a massage only when you connect the box with the power cable (also known as cold start), or when you go to Settings, but you can skip this message. The TV box will then download the update in the background and complete it when you go into standby mode. If you prefer to do an update manually, the download takes about a minute on a 50 Mbit/s connection and the update itself takes less than a minute.
The TV PLUS box is fully compliant with the current CH and EU energy efficiency norms. It uses about 4W in full operation and around 0.5W in standby mode. If you are not using the box for about 3h it will automatically go to standby to conserve energy and your Internet bandwidth. To wake up from standby, the box typically needs about 4 seconds after you press the power button. Incidentally, the cold boot (when you connect the power cable) takes 30-40 seconds, so that’s fast too.
We currently have about 90 HD (high-definition) channels. The quality is excellent due to the careful selection of technologies used. The SD (standard definition) channels are similar in quality to a good DVD. 4K (UHD) quality is currently available for select Netflix and Youtube content. Unfortunately, the TV industry is not producing a lot in 4K due to its high cost, but that will come.
Yes, and it can be used in an “emergency”. But we don’t recommend using Wi-Fi for TV. For small screens on mobile devices, it’s fine to use Wi-Fi because they don’t have as much screen real estate. Because of the very high resolution demands of modern TVs, using Wi-Fi in conjunction with a 50-inch screen can result in poor picture quality at times. Mostly it depends on your installation, distance from the Wi-Fi station, presence of metal objects, etc. In any case, we recommend an Internet cable connection with an Ethernet cable (also known as RJ45). If it is not possible for you to pull an Ethernet cable to the TV box location, we recommend using so-called powerline plugs. These are inexpensive, easy to use (just plug them into the wall socket) and require no configuration or maintenance. Powerline devices use the electrical wiring in your home to transport the Internet signal from the router/modem to the TV PLUS Box location. These are made by Devolo, Fritz!, Netgear, Zyxel and many others and are readily available in stores and online. Learn more
Both. For streaming from your local network, you need to have a DLNA (or also called UPnP) share server set up. Most NAS devices have such a server built in and only need to be activated. Every PC or MAC also has sharing possibilities. Whit e.g. Windows 10 as follows:
  • press the Windows button
  • Search for “Media Streaming Options” and click the result to open Control Panel on that section
  • Click the Turn on media streaming button to enable DLNA on Windows 10. Turn on media streaming on Windows 10.
  • Click OK to apply the settings and complete the task
It is easy: activate sharing on your PC or NAS, press the Media button on the TV PLUS remote control and wait a bit. All DLNA servers on your network will be automatically scanned and shown. You can also consult the Internet about DLNA, there are many articles covering that topic. You can also play music, videos and photos from a USB stick. Just plug it into the box, press the Media button on the TV PLUS remote control and select the USB drive.
Basically yes. The Harmony model or any other “learning” remote control must be able to learn our infrared (IR) codes, see link: https://support.myharmony.com/en-ch/adding-a-device-thats-not-found-in-the-harmony-database
The TV programs are only available in stereo from our sources. This will not change in the near future, although we are always talking to our suppliers about this. The same is true with Youtube content. On the other hand, the MyMedia app and possibly Netflix support multi-channel sound. In order to use it, you need to connect an appropriate decoder to the output of the TV Box. Either use the new feature of the quick menu (in software versions from August2021 using the green button) or go to Settings / Sounds / Digital sounds to set automatic passthrough detection mode to ON. You may need to experiment with the settings for a while to find a mode that is appropriate for your system.
Of course, it is possible to watch already started programs from the beginning. Press the Guide button while a program is running, and the program is automatically highlighted. Press OK once and you will see the “Details” of the program. Press OK again, then you will be asked if you want to watch “live” or the current program from “beginning”. Now select the desired option by pressing the arrow key. Press OK to finish the process. For programs that are completely in the past: also open the EPG and select the desired program (if necessary, you can select the corresponding day with the green button). Press the OK button once, the “Details” of the program will appear. In this view you have the choice between “Watch now” or “Record” in the upper right corner. Press OK to select “Watch now” and the program will be played from the beginning. You can also use the blue REW button to find the beginning of a program. But using the GUIDE is faster.
The Yallo Box uses 3G or 4G mobile phone technology to access the Internet and is basically a “hot spot” device. The TV Box can be connected to the existing Ethernet (LAN) socket – it only works if you set the “LAN only” setting on the Yallo Box under Settings / Ethernet / Ethernet settings. As with any mobile, the 3G/4G reception in your location may be good or bad and may vary considerably over time. In addition, this technology involves “shared access,” the actual speed of the mobile Internet for home use depends on how many devices are connected to the same radio cell. We do not encourage using the Yallo solution. The TV streaming requires an Internet access that is fast enough and is continuously able to deliver the requested performance. We normally state that the TV Box needs an Internet access capable of providing 30 Mbit/s and experience has shown that hot spot solutions may not be able to reliably deliver that performance.
Generally: Since the duration of the programs can vary on short notice or programs can be postponed in the last minute, ALL recordings are always automatically recorded with 5 minutes advance and run 15 minutes longer that the actual program. E.g. the episode of “Doktor Ballouz” on ZDF runs from 8:15 p.m. to 9:00 p.m. (45 minutes), but the recording runs from 8:10 p.m. to 9:15 p.m., i.e. 65 minutes. This means that each recording has a total of 20 minutes reserve to compensate for such program changes.

Internet by TV PLUS (5)

The simplest way is to contact your old service provider and ask them for the conditions of canceling. In most cases, cancellation is not a problem after more than one year of use. Make sure you understand the terms and conditions of the cancellation and read the “small print”. Please note: the TV PLUS boxes also work with your current Internet subscription. So, you can already order the TV PLUS service and use it with your current Internet account until you cancel without having to pay a cancellation fee. In addition to the TV PLUS service, TV PLUS also offers our own Internet Service- see the INTERNET tab on our website.
The rule of thumb is: 5 Mbps (5 megabits per second) download speed and very little upload speed per box. It is useful to add a reserve to this minimum. To be on the safe side, we recommend at least a “30/10” connection, especially if you have 2 to 3 boxes. If your Internet Provider specifies “50/50” or “100/10”, this is more than enough to have 5 boxes running at the same time and surfing the Web, sending emails and download a moderate sized file at the same time. All this can be done with the same Internet access. Note: e.g. “50/5” refers to 50 Mbit/s download and 5 Mbit/s upload speed.  
Yes, and it can be used in an “emergency”. But we don’t recommend using Wi-Fi for TV. For small screens on mobile devices, it’s fine to use Wi-Fi because they don’t have as much screen real estate. Because of the very high resolution demands of modern TVs, using Wi-Fi in conjunction with a 50-inch screen can result in poor picture quality at times. Mostly it depends on your installation, distance from the Wi-Fi station, presence of metal objects, etc. In any case, we recommend an Internet cable connection with an Ethernet cable (also known as RJ45). If it is not possible for you to pull an Ethernet cable to the TV box location, we recommend using so-called powerline plugs. These are inexpensive, easy to use (just plug them into the wall socket) and require no configuration or maintenance. Powerline devices use the electrical wiring in your home to transport the Internet signal from the router/modem to the TV PLUS Box location. These are made by Devolo, Fritz!, Netgear, Zyxel and many others and are readily available in stores and online. Learn more
The Internet packages are designated by their speed, e.g. “Internet Package VDSL 100”. This package allows the top download speed of 100Mbit/s (Download means getting data from the Internet to my device) and upload speed of 20Mbit/s (Upload means getting data from my device to the Internet).

The address checker might deliver a result such as this:

Max Download speed: 40 Mbit/s
Max Upload speed: 16 Mbit/s

This is the actual technically feasible speed at your location.

Both the “Internet Package VDSL 100” and the “Internet Package VDSL 50” would work at this location. But with the “Internet Package VDSL 50” you would have the Upload speed of 40Mbit/s, but only the Upload speed of 10Mbit/s instead of the maximally possible 16Mbit/s.
When you order your Internet-Router we also propose to order the Router Configuration Service. Your router will be shipped to you already pre-configured and ready to connect to your new Internet account. For the brave: if you do not order the Router Configuration Service, you will have to configure your router by yourself…

The Apps (3)

After you have installed the mobile App on your phone or tablet, you need to log in. To log in for the first time, please go to “Settings” on your TV box and select the “App Token” option. Then enter the corresponding token into the App. Done. On the Web TV App, you can also create up to 3 profiles, each with an email and password. These can be used to log in to both the Web TV App and the iOS and Android mobile App in addition to the token method.  
No, the Favorites in the Apps are separated from the favorites in the TV Box. In this way you can create different Favorites for the home and for your mobile use.
Yes, you can. The recordings are shared and are always available for the TV boxes and for the apps.