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Welcome to the support page.

We are here to help you.

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.

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

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 mtel/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 mtel/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 mtel/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 mtel/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 mtel/login select the option log in. Enter you username (your email) and password. 

MTEL Calling/MTEL Homephone: On the portal mtel/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 mtel/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 mtel/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 mtel/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 mtel/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.

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

If you bought your subscription through the mtel 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@mtel.global.

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.

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 mtel/mtel-tv-paketi . 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 mtel/uslovi-koriscenja-tv .

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 MTEL 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. 

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. 

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 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.

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