MTEL Global je kompanija koja svoje usluge pruža širom sveta, sa opštim portalom namenjenim svim pojedinačnim tržištima (zemljama) izuzev tržišta Nemačke, Švajcarske, SAD i Kanade za koja postoje posebni portali.

Trenutno se nalazite na portalu
namenjenom svim tržištima izuzev Nemačke, Švajcarske, SAD i Kanade.

Kliknite na dugme SAZNAJ VIŠE i posetite portal na kom možete da vidite pregled dostupnih MTEL usluga
i uslove kupovine primenljive za zemlju iz koje Vi dolazite.

Saznaj više

Welcome to the support page.

Welcome to the support page.

FAQ
In which countries is the MTEL TV service available? dropdown arrow

MTEL TV service is for now available in EU countries (except Croatia and Slovenia), in Switzerland, in USA, and Canada. It is possible to buy the service in Austria via the website www.mtel.at.

What do I need to have in order to use theMTEL TV service? dropdown arrow

In order to use the MTEL TV service, you need to have: 

• fast internet Which internet speed do I need to have in order to use the MTEL TV service?
Note: MTEL does not offer internet service. The user is obliged to secure fast internet connection. 

• one of the supported devices Which devices support the MTEL TV app? or MTEL STB device What is MTEL Set Top Box device and how can I order it?

• active MTEL TV subscription

Which devices support the MTEL TV app? dropdown arrow

If you own one of the listed devices, you may start using MTEL TV application right away.  

MTEL Set Top Box device What is MTEL Set Top Box device and how can I order it? 

Samsung Smart TV  

• Models from 2014/15/16/17/18 /19/20  

• WebOS Legacy Platform (TV SDK 5.1), Tizen 2.3/2.4/3.0/4.0  

LG Smart TV  

• Models manufactured in 2014 and newer ones that are using the webOS platform 

• Models manufactured in 2011-2014 using the NetCast 2.0 platform and further versions

Android telephone/tablet  

• OS Kit Kat 5.0 or newer 

Apple TV 

• 4th generation of Apple TV or newer  

• tvOS 10.0 and more  

Amazon Fire TV 

• 3rd generation of Amazon Fire TV or newer 

iOS devices (iPhone, iPad, iPod Touch)  

• iOS 11 or newer  

Sony, Philips, Vox, Fox, Toshiba Smart TV 

• Models of television sets using Android OS

Chromecast

• All Chromecast devices

Who can I call through the MTEL Calling app? dropdown arrow

MTEL Calling app enables you to call mobile and landline numbers as part of the Telekom Serbia network. For calls towards these numbers use minutes which you have as part of the Welcome package or one of the Plans from the offer. Free calls towards users of the MTEL Homephone service and MTEL Calling app are provided. 

Calls towards numbers abroad and other networks in Serbia are not enabled.

Where can I see the expiry date for my subscription, charges, selected way of sending marketing notifications, and other items related to my MTEL account? dropdown arrow

MTEL TV: All the necessary information related to your MTEL TV subscription may be seen in the section My Account on the portal https://tv.go4yu.com/en/login. Note: your account shows only charges related to the purchases made through the portal. 

MTEL Calling/MTEL Homephone: All the necessary information related to your MTEL Calling and MTEL Homephone subscription may be seen in the section My Account on the portal https://calling.go4yu.com/en/login. Note: your account shows only charges related to the purchases made through the portal. Charges for purchases of MTEL Calling Plans through the Google Play and App Store shall be received from Google Play/App Store via your email.

FAQ
Where can I see the expiry date for my subscription, charges, selected way of sending marketing notifications, and other items related to my MTEL account? dropdown arrow

MTEL TV: All the necessary information related to your MTEL TV subscription may be seen in the section My Account on the portal https://tv.go4yu.com/en/login. Note: your account shows only charges related to the purchases made through the portal. 

MTEL Calling/MTEL Homephone: All the necessary information related to your MTEL Calling and MTEL Homephone subscription may be seen in the section My Account on the portal https://calling.go4yu.com/en/login. Note: your account shows only charges related to the purchases made through the portal. Charges for purchases of MTEL Calling Plans through the Google Play and App Store shall be received from Google Play/App Store via your email.

How do I log in to my MTEL account? dropdown arrow

MTEL TV: On the portal https://tv.go4yu.com/en/login select the option log in. Enter you username (your email) and password. 

MTEL Calling/MTEL Homephone: On the portal https://calling.go4yu.com/en/login select the option Log in. Enter you username (your email) and password.

I forgot my password for signing in to my MTEL account. What do I do? dropdown arrow

MTEL TV: In case you forgot the password you use for logging in to your MTEL account, don’t worry because you can get a new password on the portal https://tv.go4yu.com/en/login. Click on Log In, and then on the link Forgotten password. On the next screen, enter the email which you use as your username for the MTEL portal and you will get a link for changing your password in your email inbox. Click on Reset Password and you will be redirected to the screen for creating a new password. After entering the desired password, click on Change Password. 

MTEL Calling/MTEL Homephone: In case you forgot the password you use for logging in to your MTEL account, don’t worry because you can get a new password on the portal https://calling.go4yu.com/en/login. Click on Log In, and then on the link Forgotten password. On the next screen, enter the email which you use as your username for the MTEL portal and you will get a link for changing your password in your email inbox. Click on Reset Password and you will be redirected to the screen for creating a new password. After entering the desired password, click on Change Password.

How do I change the existing password for accessing my MTEL account? dropdown arrow

MTEL TV: In order to change an existing password you use for logging in to your MTEL account, you need to log in on the portal https://tv.go4yu.com/en/login using your username (email) and password. After successful login, click on My Profile, then on Change Password. Enter the existing password, and then enter the new password you want to use. The same password should be entered in the field Confirm Password, and then click Save. Your password has after this been updated. 

MTEL Calling/MTEL Homephone: In order to change an existing password you use for logging in to your MTEL account, you need to log in on the portal https://calling.go4yu.com/en/login using your username (email) and password. After successful login, click on My Profile, then on Change Password. Enter the existing password, and then enter the new password you want to use. The same password should be entered in the field Confirm Password, and then click Save. Your password has after this been updated.

Where can I see my 076 phone number? dropdown arrow

MTEL Homephone: Information on your MTEL Homephone number may be obtained by calling 999 from your MTEL telephone or by logging in to your MTEL account on the portal https://calling.go4yu.com/en/login, in the section My Account. 

MTEL Calling: Information on your MTEL Calling 076 number may be seen as part of the MTEL Calling app in the Hamburger menu or by logging in to your MTEL account on the portal https://calling.go4yu.com/en/login, in the section My Account.

How do I check how many minutes I have left in my Plan? dropdown arrow

MTEL Homephone: Information on the remaining minutes may be obtained by calling 999 on your MTEL telephone or by logging in to your MTEL account on the portal https://calling.go4yu.com/en/login, in the section My Account. 

MTEL Calling: Information on the remaining minutes may be seen as part of the MTEL Calling app in the Hamburger menu or by logging in to your MTEL account on the portal https://calling.go4yu.com/en/login, in the section My Account.

Where can I check the expiry date of my Plan? dropdown arrow

MTEL Homephone: Information on the expiry date of your Plan may be obtained by calling 999 from your MTEL phone or by logging in to your MTEL account on the portal https://calling.go4yu.com/en/login, in the section My Account. 

MTEL Calling: Information on the date of expiry of your Plan may be seen as part of your MTEL Calling app in the Hamburger menu or by logging in to your MTEL account on the portal https://calling.go4yu.com/en/login, in the section My Account.

How can I turn off automatic renewal of my subscription of the MTEL service? dropdown arrow

If you bought your subscription through the https://go4yu.com/ portal, log in to your MTEL account and in the section My Account turn off the option Auto-Pay (automatic renewal of the subscription). The service will remain active until the expiry of the currently active subscription. In case you need help, contact our User Support.

In case you bought the Plan through Google Play or App Store, automatic renewal of the subscription must be turned off on your Google, i.e. Apple Account. In case you need our help, contact our User Support.

I would like to delete my MTEL account. How can I do that? dropdown arrow

MTEL respects the wishes of its users. If you no longer wish to use MTEL services and you want to delete your MTEL account, contact us at dpo@go4yu.com.

ABOUT THE SERVICE
USING THE SERVICE
TROUBLESHOOTING
What is MTEL TV service? dropdown arrow

MTEL TV enables watching of domestic hit series, the most wanted TV channels and radio stations from the Balkans. Availability of over 250 channels, high image quality, replay of up to 7 days after the broadcast and access to the service from all your devices are just some of the features of using MTEL TV service. For using the service, you need to have internet.

In which countries is the MTEL TV service available? dropdown arrow

MTEL TV service is for now available in EU countries (except Austria, Croatia and Slovenia), in Switzerland, in USA, and Canada. It is possible to buy the service in Austria via the website www.mtel.at.

Is there a contractual obligation? dropdown arrow

There is no contractual obligation. MTEL TV is a prepaid service which means you pay in advance for the period during which you want to use our service.

How much is the subscription to the MTEL TV service? dropdown arrow

Offer and price of the package can be seen at all times on the portal https://go4yu.com/tv-paketi/en . The price varies across territories from which you are purchasing the service due to different currencies and taxes. MTEL reserves the right to change prices from time to time as well as to create special offers for the prices of subscription and the device.

What are the terms of the MTEL TV service? dropdown arrow

Terms of using the MTEL TV service may be read on the link https://go4yu.com/en/uslovi/go4tv .

What do I need to have in order to use the MTEL TV service? dropdown arrow

In order to use the MTEL TV service, you need to have: 

• fast internet Which internet speed do I need to have in order to use the MTEL TV service?
Note: MTEL does not offer internet service. The user is obliged to secure fast internet connection. 

• one of the supported devices Which devices support the MTEL TV app? or MTEL STB device What is MTEL Set Top Box device and how can I order it?

• active MTEL TV subscription

Which internet speed do I need to have to use the MTEL TV service? dropdown arrow

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: MTEL STB device, Smart TVs or Apple TV devices

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

Which devices support the MTEL TV app? dropdown arrow

If you own one of the listed devices, you may start using MTEL TV application right away. 

MTEL Set Top Box device What is MTEL Set Top Box device and how can I order it?

Samsung Smart TV 
• Models from 2014/15/16/17/18 /19/20 
• WebOS Legacy Platform (TV SDK 5.1), Tizen 2.3/2.4/3.0/4.0 

LG Smart TV 
•  Models manufactured in 2014 and newer ones that are using the webOS platform
• Models manufactured in 2011-2014 using the NetCast 2.0 platform and further versions

Android telephone/tablet 
• OS Kit Kat 5.0 or newer

Apple TV
• 4th generation of Apple TV or newer 
• tvOS 10.0 and more 

Amazon Fire TV
• 3rd generation of Amazon Fire TV or newer 

iOS devices (iPhone, iPad, iPod Touch) 
• iOS 11 or newer 

Sony, Philips, Vox, Fox, Toshiba Smart TV
• Models of television sets using Android OS

Chromecast

• All Chromecast devices

What is the MTEL Set Top Box device and how can I order it? dropdown arrow

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

MTEL STB device may be bought on the portal https://go4yu.com/ or with an authorized partner whose data may be found on the portal, in the section Contact.

How can I connect the MTEL STB device? dropdown arrow

Connecting the MTEL STB device on your television is very simple. Follow the steps for connecting the device which are available in the instruction for installation, follow the picture tutorial+text+video 

How do I set up my MTEL STB device when I first turn it on? dropdown arrow

Setting the MTEL STB device is quick and simple. Follow the steps for the first time you use the MTEL STB device, follow the picture instructions+text+video 

How long will it take for my STB device to arrive? dropdown arrow

Your MTEL STB device 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 User Support.

How do I download and install the MTEL TV app on my device? dropdown arrow

Installation of the MTEL TV 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 MTEL TV. 

3. When you find the MTEL TV 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 MTEL TV app. 

6. Log in using your username and password. If you are a new user and you want to use the promotional period and test the service, press the yellow tab on your remote control in order to go from Log In to the Registration process. In the empty field enter your mobile phone number in the format 001647…. Confirm the entered number. You will get an SMS with the registration code on the entered mobile number. The code should be entered in the empty field. If the registration is successful, you get a promo period of 15 days during which you can test the MTEL TV service. 

Note: During the promotional period, not all channels will be available. 

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 MTEL TV in the application search box.

3. When you find the MTEL TV 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 MTEL TV application.

6. Sign up using your username and pass. If you are a new user and want to take advantage of the promo period and test the service, press the yellow button on the remote control to go from the Sign up process to the Registration process. Enter your mobile phone number in the empty field using the format 001647…. Confirm the entered number. An SMS with the registration code will be sent to the number you entered. Enter the code in the empty field. If the registration is successful, you will get a promo period of 15 days during which you can test the MTEL TV service.

Note: Not all channels are available in the promo period.

Apple TV device 

1. Open the App store on your device. 

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

3. When you find the MTEL TV 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 MTEL TV app. 

6. Log in using your username and password. If you are a new user and want to use the promotional period and test our service, select the option New User. In the next step, select, from the drop menu, the country in which you will be using the service, and then enter your mobile phone number (without the country code because it will be entered when you select the country) to which we will send an SMS with the registration code. Enter the code in the empty field. If the registration is successful, you get the promotional period of 15 days during which you can test the MTEL TV service. 

Note: In the promotional period, not all channels will be available. 


iOS device 

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

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

3. When you find the MTEL TV 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 MTEL TV icon in the app menu. 

6. Log in using your username and password. If you are a new user and want to use the promotional period and test our service, select the option New User. In the next step, select, from the drop menu, the country in which you will be using the service, and then enter your mobile phone number (without the country code because it will be entered when you select the country) to which we will send an SMS with a code for registration. Enter the code in the empty field. If the registration is successful, you will get the promotional period of 15 days during which you can test the MTEL TV service. 

Note: In the promotional period, not all channels will be available. 


Android device 

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

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

3. When you find the MTEL TV 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 MTEL TV icon in the app menu. 

6. Log in using your username and password. If you are a new user and want to use the promotional period and test our service, select the option New User. In the next step, select, from the drop menu, the country in which you will be using the service, and then enter your mobile phone number (without the country code because it will be entered when you select the country) to which we will send an SMS with a code for registration. Enter the code in the empty field. If the registration is successful, you get the promotional period of 15 days during which you can test the MTEL TV service. 

Note: In the promotional period, not all channels will be available.

How do I use my Chromecast device to cast the content on my screen? dropdown arrow

Content broadcast within the MTEL TV service is possible to cast from the telephone and tablet to the TV. In order to cast content from the app, your Chromecast needs to be connected to the same WiFi network as the telephone. Start the MTEL TV 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 do I register for the promotional 15-day period? dropdown arrow

In order to test and see for yourself the quality of the MTEL TV service, MTEL provides all new users with a promotional period of 15 days. In order to get the trial period, you need to download the app MTEL TV (find out how to download the app on the following link) and do the following: 

-If you want to use the promotional period on your Smart TV device, press the yellow button on your remote control in order to go from Log In to Registration. In the empty field, enter the number of your mobile phone number in the format 001647… Confirm the entered number. You will get an SMS with a registration code on that number. You enter the code in the empty field. If the registration is successful, you get a promotional 15-day period during which you can test the MTEL TV service. 

- If you want to use the promotional period on your Apple TV/Android/iOS devices select the New User option. In the next step, select, from the drop menu, the country in which you will be using the service, and then enter your mobile phone number (without the country code because it will be entered when you select the country) to which we will send an SMS with a code for registration. Enter the code in the empty field. If the registration is successful, you will get the promotional period of 15 days during which you can test the MTEL TV service.

How do I use the STB device and options available as part of the MTEL TV service? dropdown arrow

You may find all the necessary information on using the STB device in the Video tutorial below.

How to activate Parental Control on Adult Channels? dropdown arrow

Option Parental Control (locking channels) enables you to limit access to certain channels for your children if the content is not appropriate for their age. 


Parental Control is set up in the following way: 

- On the remote control click the House icon in order to go to your Home Screen. 

- Via left and right arrows select Settings, and the Password for adult channels. 

- Set whether you want the password to be entered whenever accessing this channel or per every 1 hour/3 hours/ 6 hours. 

- Then define the password, enter the desired password and click Confirm.

Can I record the content broadcasted as part of the MTEL TV service? dropdown arrow

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

How do I solve buffering issues? dropdown arrow

When using the TV the user may experience buffering issues. The problem is seen by the buffering of the image while the circle with the sign buffering appears. 

This problem is most frequently caused with overload of the internet connection (several devices connected to the internet), low internet flow from the provider towards the user or general weak connection which the user owns as per the contract with the provider. 

The safest way to test the speed is through the STB (main menu-settings-speed test). 

Sometimes you need to mechanically restart the STB device, by pulling out and returning the cable in the STB device or restarting the internet router. 

In case you need help in solving the technical disturbances, contact MTEL User Support.

Establishing a network connection dropdown arrow

No network connection may be caused by several reasons these are the most frequent one: 


- Internet cable is partially pulled out from the STB device, there is an interruption of connection. 

- Internet cable is out of the router, there is an interruption of the connection. 

- User currently has no internet connection. 

- STB device has not been used for 2-3 months and has not downloaded the necessary updates. 


Solution for issues 1 and 2: When the cable is pulled out partially or entirely from the STB device, the internet is not reaching the box. If the cable is poor quality or the plug coming into the router and STB is broken or damaged, this may be a frequent problem. Try putting back the cable in the STB and router. If the cable is damaged, you need to replace it. 

Solution for problem 3: Check whether the other devices connected to the home WiFi Internet (laptop, computer, mobile phone) have internet. Then contact your provider and check why there is no internet connection. 

Solution for problem 4: STB device is updated from time to time. These are necessary for operating. If the STB is turned off for a few months, it could happen that a necessary update has not been downloaded when it should have. This results in a message on the screen “It is not possible to establish an internet connection.” 

This issue is solved by leaving the STB turned on for about 8 to 10 hours (during that time the message “It is not possible to establish an internet connection” will remain on the screen. During this period, STB will download the necessary update. As soon as the STB downloads the update, a starting screen will appear and you will be able to access TV, Radio, and other content available as part of your Package. 

In case you need assistance in solving technical disturbances, contact MTE User Support.

I did not receive the registration code in the promotional period dropdown arrow

Sometimes users don’t receive the registration code when installing the MTEL TV app. This registration code issue may appear for the following reasons: 

- number of the mobile phone has not been entered in the correct format. 

- the user clicked several times consecutively on the Send the Code Again tab. 

If you clicked on Send the Code Again several times, app will block sending the SMS code for a few hours. It is necessary to wait for two hours and to repeat the process of entering the mobile number and request the registration code. 

In case you need help solving technical disturbances, contact MTEL User Support.

ABOUT THE SERVICE
USING THE SERVICE
TROUBLESHOOTING
What is MTEL Calling service? dropdown arrow

MTEL Calling is a talk&text app which enables you to make calls your loved ones in Serbia to landline and mobile numbers. As part of the app, you get your 076 Serbian number on which your friends and family from Serbia can reach you at a rate of only RSD 1.20/min. Your loved ones in Serbia do not have to have the app, or internet (calls are enabled towards landline and mobile numbers of the Telekom Serbia network).

Who can I call through the MTEL Calling app? dropdown arrow

MTEL Calling app enables you to call mobile and landline numbers as part of the Telekom Serbia network. For calls towards these numbers use minutes which you have as part of the Welcome package or one of the Plans from the offer. Free calls towards users of the MTEL Homephone service and MTEL Calling app are provided. 

Calls towards numbers abroad and other networks in Serbia are not enabled.

In which countries is the app MTEL Calling available? dropdown arrow

MTEL Calling app is available in all countries worldwide, except in ex-YU countries and Austria. 

Note for purchasing plans: via Google Play and App store, you can buy plans for all countries in which the service is available, and via the portal https://calling.go4yu.com/en you can buy plans if you live in one of the following territories: European Union (except for Austria, Slovenia and Croatia),Switzerland, USA and Canada.

Whether there is a contractual obligation? dropdown arrow

There is no contractual obligation. MTEL Calling app is a prepaid service, i.e. you pay for it in advance.

What are the prices for the MTEL Calling service? dropdown arrow

Offer and price of plans may be seen at all times on the portal https://calling.go4yu.com/en . The price depends on the territory where you are buying it due to different currencies and taxes. MTEL reserves the right to change the prices from time to time, as well as to create a special offer for subscriptions and devices. 

Note for purchasing plans: via Google Play and App Store you can buy plans for all countries where the additional service is available, and via https://calling.go4yu.com/en you can buy plans if you are in one these territories: European Union (except for Slovenia and Croatia), Switzerland, USA and Canada.

What are the terms of using the MTEL application? dropdown arrow

Terms of using MTEL Homephone service may be read on the link https://go4yu.com/en/uslovi/go4yu-calling.

Is the MTEL Calling application avaliable for a tablet device? dropdown arrow

MTEL Calling application is only avaliable for smartphones. 

What do I need to have in order to use MTEL Calling app? dropdown arrow

In order to use the MTEL Calling app you need to have: 

• stable internet (mobile internet you are using from the Plan/tariff which you have with your mobile operator or via WiFi network) 

Note: MTEL does not provide internet 

• MTEL Calling app which can be downloaded from Google Play and App store 

• active MTEL Calling subscription

Where can I download and how do I install the MTEL Calling app on my phone? dropdown arrow

MTEL Calling app may be downloaded from the Google Play and App store. Installation and registration are simple and done in a few steps. Open the Google Play/App store app. Type MTEL TV in the search field. Click Install. After the installation process, the MTEL TV icon will appear in the list of all your applications.

Can I test the MTEL Calling app? dropdown arrow

n order to test and see for yourself the quality of the MTEL Calling app, MTEL provides all new users with a Welcome Package of 60 minutes and 600 SMS messages which you can use in a period of 30 days following your registration for the promotional period. 

What’s the billing interval? dropdown arrow

The billing interval is 1 second, which means that if your call lasts for example 5 minutes and 36 seconds, that is exactly how much we will deduct from your plan.

How do I change the Plan I’m using? dropdown arrow

You can change the plan by purchasing another Plan. The minutes remaining from the previous Plan are added up to the minutes from the new Plan, and the Plan validity period is extended for another 30 days from the day of the purchase. In case your account includes automatic renewal of the Plan, it will be postponed by 30 days from the purchase of the new Plan.

I used up all my minutes before the expiry of the current Plan dropdown arrow

If you use up all your minutes before the expiry of the Plan, you can buy a new Plan right away and it will be valid from the moment of your purchase, Plan validity is extended for another 30 days.

Can I buy a Plan even after the expiry of the current Plan? dropdown arrow

Of course. If your Plan expires, and you want to keep the 076 number awarded to you, purchase of the new Plan may be done up to 60 days after the expiry of the previous Plan. If you have in your account some unused minutes at the time of the expiry of the Plan, they will be erased after the expiry of the Plan. If you purchase a new Plan after 60 days following the expiry of the previous Plan, you will be assigned a new 076 number.

How do I use the minutes I have in my account? dropdown arrow

When you make calls, bonus minutes are used up first (if you qualified for them through the option MTEL Friends), and next are the minutes from the purchased Plan. 

Using the option Call a Friend (MTEL Friends) you can get bonus minutes. In order to be able to use bonus minutes, it is necessary to have an active Plan or an active Welcome Package. Bonus minutes remain in your account for 30 days after the expiry of the Plan, i.e. Welcome Package, but you cannot use them in that period. If you buy a new Plan in that period, you will be able to use the bonus minutes.

If I change my mobile phone but keep the same number, how do I continue to use the MTEL Calling app? dropdown arrow

It’s very simple – download the MTEL Calling mobile app from Google Play or App Store. When registering, enter you mobile number. In that way you will install the app and keep your 076 number which you have been using. All possibly remaining minutes will be once again available to you. MTEL Calling app needs to be uninstalled on your old phone.

If I change my mobile phone number, how do I continue to use the MTEL Calling app? dropdown arrow

If you change your mobile number, you first need to uninstall the MTEL Calling app, and then install it again on your phone. In the process of registration, enter your new mobile number. You will be awarded a new MTEL Calling 076 number. All possibly remaining minutes from the Welcome Package, Plan and bonus minutes will no longer be available to you.

What is the MTEL Friends option? dropdown arrow

Option MTEL Friends enables you to recommend the MTEL Calling app to your friends who have the need to communicate with Serbia. MTEL Friends is an excellent option because it enables you to get 10 bonus minutes for each invited friend, and your friend gets bonus minutes in addition to the minutes from the Welcome Package. 

Number of friends you can invite is limitless – the more friends you invite, the more bonus minutes you get. In order to get the minutes, your friend needs to enter your 076 number in the envisaged field as part of the registration steps.

Which devices support MTEL Calling app? dropdown arrow

If you own one of the listed devices, you may start using MTEL Calling application right away. 

Android smartphone
• OS 4.1 or later

iPhone smartphone
• iOS 8.0 or later

Application is in offline status dropdown arrow

Offline problem may be caused by a few known reasons: 

- Internet connection is not available. 
- App version out of date. 

Solution for problem 1: Check your internet connection and whether the device is connected to the internet via GSM and WiFi. When your device is connected, you need to stop the app in processes (clear it from the list of active apps) and then start it again. 

Solution for problem 2: Check on Google Play/App Store whether there is a new version available for the MTEL Calling app. If it is, update your app and start it again. 

In case you need assistance in solving technical issues, contact MTEL User Support.

Accepting notifications dropdown arrow

In order for the MTEL Calling app to function, it is necessary to accept all notifications when installing the app. 
If some notification is not accepted, it will reflect on the functioning of the app itself. 

a) Android
Accepted notifications may be checked in the following way: Settings app on the telephone - Notification manager - MTEL Calling (all items need to be enabled). 

b) iOS
Accepted notifications may be checked in the following way: Settings app on the telephone - MTEL Calling (all items need to be enabled).

Is it possible to use the MTEL Calling app on several devices? dropdown arrow

MTEL Calling app cannot be installed simultaneously on several devices using one number and one SIM card. 

In order to transfer minutes, Plan and your 076 number from one device to another, you need to do the following: 

- Uninstall the MTEL Calling app on your old device 
- Clear the cache memory on the old device 
- Install the MTEL Calling on your new device 
- Register again using your mobile phone.

ABOUT THE SERVICE
USING THE SERVICE
TROUBLESHOOTING
What is MTEL Homephone service? dropdown arrow

MTEL Homephone service enables you to call your loved ones in Serbia at the most affordable rates on landline and mobile phones. You get your 076 Serbian number which your family and friends from Serbia may use to call you at rates of only RSD 1.20/min (calls are enabled towards landline and mobile numbers of the Telekom Serbia network).

Who can I call via MTEL Homephone service? dropdown arrow

MTEL Homephone enables you to call mobile phones and landline numbers in the Telekom Srbija network. For calls towards these numbers, minutes you have in your Welcome Package are used or from one of the Plans on offer. Free calls towards users of MTEL Homephone and MTEL Calling app are enabled. 

Calls towards numbers abroad and other networks in Serbia are not enabled.

In which countries is the MTEL Homephone service available? dropdown arrow

MTEL Homephone service is now available in countries of the EU (except for Austria, Slovenia and Croatia), in Switzerland, in USA and in Canada.

Is there a contractual obligation? dropdown arrow

There is no contractual obligation. MTEL Homephone service is based on prepaid, i.e. you pay for the service in advance.

What is the price of subscription for the MTEL Homephone service? dropdown arrow

Offer and price of plans may be seen at all times on the portal https://calling.go4yu.com/en .Prices vary across territories in which you are buying the service because of different currencies and taxes. MTEL reserves the right to change the prices from time to time, as well as create special offers for subscription and device prices.

What are the terms of use of the MTEL Homephone service? dropdown arrow

Terms of using the MTEL Homephone service may be read on the link: 

https://calling.go4yu.com/en/terms/homephone .

What do I need to have in order to use the MTEL Homephone service? dropdown arrow

In order to use the MTEL Homephone service you need to have: 

• stable internet 
Note: MTEL does not offer internet services 

• MTEL phone What is a MTEL phone and how can I order it?

• active MTEL Homephone subscription.

What is a MTEL phone and how can I order it? dropdown arrow

In order to use the MTEL Homephone service for calls towards Serbia, it is necessary to own a MTEL phone. MTEL phone is ordered when you purchase the MTEL Homephone plan. Cost of the phone is a single charge. MTEL phone is easily connected to your modem, and even more easily installed. 

MTEL phone may be ordered on the portal https://calling.go4yu.com/en or through an authorized partner and their details may be found on the portal in the section Contact.

How do I connect my MTEL telephone? dropdown arrow

Connecting the MTEL STB device to your modem is very simple. Follow the steps for connecting the devices which are available in the instruction for installation, follow the video instruction 

https://www.youtube.com/watch?v=3CT1h3tZ7E8

When will my MTEL phone arrive? dropdown arrow

Your MTEL phone will be delivered to the address you listed as the delivery address within 5 workdays. In case your device does not arrive in the listed period, contact User Support.

How do I change the MTEL Homephone Plan I’m using? dropdown arrow

You can change the plan by purchasing another Plan. The minutes remaining from the previous Plan are added up to the minutes from the new Plan, and the Plan validity period is extended for another 30 days from the day of the purchase. In case your account includes automatic renewal of the Plan, the Plan will automatically be extended for another 30 days following the moment of purchasing the new Plan.

What is a billing interval? dropdown arrow

The billing interval is 1 second, which means that if your call lasts for example for 5 minutes and 36 seconds, that is exactly how much we will deduct from your plan.

I have used all the minutes from my MTEL Hopephone Plan prior to the expiry of the Plan. dropdown arrow

If prior to the expiry of the Plan you use up all your minutes, you can buy a new Plan right away and it will be valid from the time the purchase is made, and the validity period is another 30 days.

Can I buy a MTEL Homepone Plan even after the expiry of the Plan? dropdown arrow

Of course. If your Plan expires, and you want to keep the 076 number awarded to you, purchase of the new Plan may be done up to 60 days after the expiry of the previous Plan. If you have in your account some unused minutes at the time of the expiry of the Plan, they will be erased after the expiry of the Plan. If you purchase a new Plan after 60 days following the expiry of the previous Plan, you will be assigned a new 076 number.

Unregistered handset – the screen shows Searching dropdown arrow

In order to make a call, it is necessary for the handset to be connected to the phone base and then the screen of the handset shows a date. If, instead of the date, the screen displays Searching, the handset is not connected to the base. 


Solution - Registration onto the base: 

- Press the top right button, then the down arrow until you reach Handset, then again top right button. 

- Using the arrow go through the menu and when you get to REGISTRATION, press the top right button again. 

- The field will show REGISTER, then press the top right button again. BAS1 will appear, then press the top right button again. 

- Enter PIN0000, and then press the top right button again. 

- The handset will show Restart base and when that is done, you need to plug out the telephone from the charger and put it back. 

- The handset is now registered on the base.

Unlocking/Locking the Handset dropdown arrow

The handset may be locked by a long press on the bottom right button (mark key – hashtag). 

When the handset is locked, the screen says UNLOCK. 


Unlocking is done as follows: 

Long press on the top right button, under UNLOCK, and then short press of the button marked # in the bottom right corner.

Hands-free mode dropdown arrow

Hands-free mode is activated when the green receiver (button for answering calls) is pressed two times. First press is used for initiating a call, and the second one activates the speaker.

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