FAQ - Technical support

GETTING STARTED

WHICH APP SHOULD I DOWNLOAD?

You need to download the MOVE app developed by the 'Blicnet Team.' It is only available on the App Store for iPhone and iPad, and you need to search for 'MOVE TV,' the app for which the developer is also listed as 'Blicnet Team'.

WHAT DO I NEED TO HAVE IN ORDER TO USE MOVE?

In order to use the MOVE service, you need to have:

• high-speed internet. Note: MTEL Global does not offer internet service. The user is obliged to secure fast internet connection.
• one of the supported devices or MOVE box. MOVE box is not available in Canada, Australia and the UAE.
• active MOVE subscription.

WHICH INTERNET SPEED DO I NEED TO HAVE TO USE MOVE?

Speed of your internet directly affects the quality of the stream. In order to uninterruptedly follow all TV content, you need to have internet speed which depends on the device you are using the service on:

• 2 Mb/s or more – when you want to view the channels on your phone or tablet

• 10 Mb/s or more – when you want to view the channels on one of the devices: MOVE box, Smart TV or streaming devices (Apple TV, Fire TV stick,...)

• 25 Mb/s or more – when you are using internet on more than one device.

WHICH DEVICES SUPPORT THE MOVE APP?

If you own one of the listed devices, you can start using the MOVE app right away. You can also access the service through the MOVE box.

Samsung Smart TV
• Models from 2019 and newer

LG Smart TV
• Models from 2018 and newer using the webOS platform

Android phone/tablet
• OS Kit Kat 5.0 or newer

Huawei phone/tablet
• On Huawei devices you should download our MTEL TV app (for more info contact our Customer service)

• OS Kit Kat 5.0 or newer

Apple TV
• at Apple TV devices you should download our MTEL TV app (for more info contact our Customer service)

• 4th generation Apple TV or newer
• tvOS 10.0 and above

Amazon Fire TV
• 4th generation Amazon Fire TV or newer

iOS devices (iPhone, iPad, iPod Touch)
• iOS 13 or newer

Sony, Philips, Sharp, HiSense Smart TV
• TVs using the Android operating system

Web player
• On web browsers listed below you can use our MTEL TV service, just type in player.mtel.global (for more info contact our Customer service)

• Google Chrome, Firefox, Opera, Microsoft Edge, Safari

Chromecast
• All Chromecast devices.

WHAT IS THE MOVE SET TOP BOX AND HOW CAN I ORDER IT?

MOVE box is a TV receiver which turns every TV into a device on which you can use the MOVE service and watch ex-YU TV channels. MOVE box is small, easily connected to your TV, and even more easily installed.

MOVE device may be bought on the MTEL portal or with an authorized partner whose data may be found on the portal, in the section Contact.

MOVE box is not available in Canada, Australia and the UAE.

HOW CAN I CONNECT THE MOVE STB DEVICE?

Connecting the MOVE box to your TV is very straightforward. Follow the device connection steps provided in the installation guide.

MOVE box is not available in Canada, Australia, and the United Arab Emirates.

WHAT ARE THE STEPS FOR INITIAL SETTINGS OF MOVE BOX?

Setting up the MOVE box is quick and simple. Follow the steps available in instruction book.

MOVE box is not available in Canada, Australia and the UAE.

HOW LONG WILL IT TAKE FOR MY MOVE BOX TO ARRIVE?

Your MOVE box will be delivered to the address you listed as the delivery address within 5 work days. In case your device does not arrive in the mentioned period, contact Customer Support.

MOVE box is not available in Canada, Australia and the UAE.

HOW DO I DOWNLOAD AND INSTALL THE MOVE APP ON MY DEVICE?

Installation of the MOVE app is easy and simple. The whole process is done in a few steps. The steps for downloading are:

Samsung Smart TV

1. Access the Smart Hub store.

2. In the app search field type in MOVE.

3. When you find the MOVE app download it to your Samsung Smart TV.

4. Allow the download and installation of the app in order to complete the process.

5. When you finish the installation, click on Open in order to start the MOVE app.

6. Log in using your username and password.

LG Smart TV

1. Access the LG Content store by clicking the Home button on the remote control device, and then the LG Content store.

2. Type MOVE in the application search box.

3. When you find the MOVE app, select Install to download the app to your LG Smart TV.

4. Allow the application to download and install to complete the entire process.

5. When the installation is complete, click the Launch button to start the MOVE application.

6. Sign up using your username and pass.

Apple TV device

1. Open the App store on your device.

2 In the app search field type in MOVE or use Siri to find MOVE.

3. When you find the MOVE app select the cloud icon that says Install in order to download the app to your Apple TV device.

4. Allow the download and installation in order to finish the entire process.

5. When the installation finishes, click Open in order to start the MOVE app.

6. Log in using your username and password.

iOS device

1. Open the App store on your iPhone/iPad/iPod Touch device.

2. In the app search field, type in MOVE or use Siri in order to find the MOVE app.

3. When you find the MOVE app click Get in order to download the app to your device.

4. Allow the download and installation of the app in order to complete the whole process.

5. When the installation finishes, click Open or leave the App store and click MOVE icon in the app menu.

6. Log in using your username and password.

Android device

1. Open the Google Play store on your Android device.

2. In the app search field type in MOVE or use the virtual assistant to find the MOVE.

3. When you find the MOVE app click Install in order to download the app to your device.

4. Allow the download and installation of the app in order to complete the whole process.

5. When the installation finishes, click Open or leave the Google Play store and click MOVE icon in the app menu.

6. Log in using your username and password.

HOW DO I USE MY CHROMECAST DEVICE TO CAST THE CONTENT ON MY SCREEN?

Content broadcast within the MOVE service is possible to cast from the telephone and tablet to the TV. In order to cast content from the app, Chromecast device needs to be connected to the same WiFi network as the telephone. Start the MOVE app. Play the channel you want to cast. In the bottom left corner, you will find the icon for casting which is gray when there is no connection with the Chromecast device. When your Chromecast device and telephone pair up, the icon for casting will change color to white. Click on the icon for casting. Content being broadcasted on the telephone will be transferred to the TV screen.

HOW TO ACTIVATE PARENTAL CONTROL ON ADULT CHANNELS?

The Parental Control option (channel lock) allows you to restrict children's access to channels with content not suitable for their age group.

You can set up Parental Control in the Settings/Parental Control section.

CAN I RECORD THE CONTENT BROADCASTED OVER MOVE SERVICE?

Recording content is not possible at this time on any of the channels.

TECHNICAL TROUBELSHOOTING

What if there is stuttering or buffering on the Box and Smart TV application?

This issue could be caused by low internet bandwidth from your provider. You can check your internet speed using a web browser and specialized websites. If your internet speed meets the requirements for using the application, we recommend resetting the box and internet router by unplugging them from the power source. If you're using the application to stream content, also try restarting your internet router. If the problem persists after these steps, please contact Customer Support for further assistance.

What should I do if a black screen appears on the set-top box?

We advise you to turn off both the internet router and the set-top box, wait for 15 minutes, then first turn on the internet router, and after about 10 seconds, turn on the set-top box. If the issue persists after these steps, please contact Customer Support for further assistance.

What should I do if a black screen appears on Smart TV app?

If a black screen appears when launching a Smart TV application, the issue is often resolved by restarting the TV by unplugging it from the power source. If the problem persists even after the restart, you can try reinstalling the application (delete and reinstall the application). If the issue continues after these steps, please contact Customer Support for further assistance.

What should I do if the 'No Signal' message appears?

The most common issue with this message is selecting the wrong HDMI input (Source). You need to use the remote control of your TV to press the Source button (or another button with similar function, like INPUT) to choose the correct HDMI input. If the problem persists, you can try using a different HDMI cable. If the issue continues after these steps, please contact Customer Support for further assistance.