MTEL Support

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 box What is MTEL box device and how can I order it? MTEL box is not available in Canada, Australia and the UAE.

• active MTEL TV subscription

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 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.

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 2016/17/18 /19/20/21.
• 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, Sharp, Hisense Smart TV
• Models of television sets using Android OS

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

Chromecast

• All Chromecast devices

MTEL box 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 box is small, easily connected to your TV, and even more easily installed. 

MTEL STB 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.

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

Connecting the MTEL box on your television is very simple. Follow the steps for connecting the device which are available in the instruction for installation. 

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

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

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

Your MTEL 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.

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

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. 

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. 

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. 

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. 

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. 

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.

You may find all the necessary information on using the STB box in the instruction book. 

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

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.

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

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 MTEL box and within MTEL TV app (main menu-settings-speed test). 

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

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

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

- Internet cable is partially pulled out from the MTEL box, 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. 

- MTEL box 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 MTEL box 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: MTEL box 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 MTEL box 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, device will download the necessary update. As soon as the MTEL box 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 MTEL Customer Support.

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 Customer Support.