FAQ

PAYMENT & INSTALMENT

※1. I want to make payment for my subscription , How do I do that?

Safaricom Subscribers – MPESA
1. Go to -> M-PESA on your phone
2. Select Pay Bill option
3. Enter Business no.585858
4. Enter your StarTimes Smartcard Number as the account number
5. Enter the Amount
6. Enter your M-PESA PIN and Send

Orange Subscribers – Orange Money
1. Go to -> Customer access Orange Money and select “Payments”.
2. Enter Star Times Media Business Number (585858).
3. Enter Bill Reference Number (Smartcard No.).
4. Input amount to be paid.
5. Confirm request and select send

EQUITY ATMs
1. Insert your ATM Card on ATM Machine and enter your PIN.
2. Select Bill Payment Option.
3. Select StarTimes.
4. Enter your Smartcard number and select correct. (Note: Smartcard number is the first 11 digits without space).
5. Enter the amount to pay

EZZAY 247 (Equity)
1. On your mobile dial *247#.
2. Enter your EZZAY 247 PIN.
3. Select Bill Payment Option (Option 5).
4. Select Other Bills (Option 2).
5. Enter your Equity bank account.
6. Enter StarTimes Business number – 585858.
7. Enter your smartcard number as the Reference number. (Note: Smartcard number is the first 11 digits without space).
8. Enter Amount.
9. Confirm Transaction.

Airtel Subscribers -Airtel Money
1. Select to Make Payments Option
2. Select Pay Bill
3. Select Others
4. Enter the Business name IPAY
5. Enter the total amount to send as directed by StarTimes
6. Enter your PIN
7. Enter your StarTimes Account Number (starting with ‘st’)as the reference number
8. For instance, if your Account number is 54321, then please enter st54321as the reference number
9. You will receive a transaction confirmation SMS from Airtel Money.
10. You will also receive a complimentary confirmation SMS from StarTimes

YU Subscribers -yuCash
1. Go to your yuCash Menu on your phone
2. Select Send Money Option
3. Enter 102020as the business number
4. Enter the total amount to send as directed by the merchant
5. Enter your StarTimes Account Number (starting with ‘st’)
6. e.g if your Account number is 54321, then please enter st54321as the message
7. Enter your PIN and then send
8. You will receive a transaction confirmation SMS from yuCash
9. You will also receive a complimentary confirmation SMS from StarTimes


※2. I have sent money to 0719077077, what can I do since my account has not been activated?

Kindly call Safaricom for a reversal of the money to your M-PESA account since the hotline number does not receive any money directly then resend the money through our business number to your account number (smartcard number)


※3. What is my smartcard number?

The smartcard number is the twelve digit number in the white box on the smartcard just under the barcode;
Please note to only use the first eleven numbers as your account number.


※4. I have just paid my subscription. for how long am I going to be covered with the amount I sent?

If the amount of money you sent is 500 and you are on basic package you will be covered for 30 days


※5. I have not been around for the last few months and now am back, am I going to be charged for the months I have not been paying for?

StarTimes is a prepaid service therefore you watch only when they pay for subscription.
StarTimes does not accumulate debts so you will pay and then watch


※6. I was trying to pay the bill and I put your paybill number as the business number. Can you refund my money?

If you have a StarTimes account, then minimum amount that can be refunded is above Kshs. 3000 should in a single transaction otherwise If the you do not have a StarTimes account then any amount sent can be refunded back.
For more information on that contact 0719077077


※7. Envelope on your screen?

This means you have a new message. Click on the MAIL button on your remote control for decoder to open the message. Or press the MENU button on your remote control, scroll to CA SYSTEM and press OK on MAIL list. Press the RED button to read.


※8. Decoder cannot power ON?

1. Ensure your power cable is tightly plugged
2. Ensure the power plug is correctly plugged into the power socket
3. Ensure the power light in front panel is ON
If problem persist or if further assistance needed, call our hotline number and a service agent will be assigned to you for further assistance or you can take the decoder to StarTimes business hall nearest to you.

PAYMENT METHODS - ONLINE

PAYMENT METHODS - OFFLINE

ABOUT BOUQUETS

※1. How do I change my package?

You can call the call centre for assistance or you can:
dial *858# go to option change bouquet
Choose the bouquet


※2. Am not getting the channel list. What do I do?

Make sure your Indoor/ external antenna is well connected. You can also change the position of your indoor antenna or increase the height of your outdoor antenna or adjust the antenna till the green light on the decoder is on. If problem persist call any of our hotline numbers and a service agent will be assigned to you for further assistance


※3. Missing some channels

Adjust your antenna a little and Embark on AUTOMATIC SEARCH >>> Click on MENU button on your remote control, scroll to SYSTEM SETTINGS and press OK. In the list displayed, scroll to AUTOMATIC SEARCH and use the right arrow key to navigate to the YES and NO option. Select YES and press OK.
For further assistance call our hotline number and a service agent will assist you.

FIND US

※NAIROBI

CBD victoria House:
Ground Floor, Tom Mboya street
Mon-Sat 9am-7pm Sun & holidays 10.30am-6pm

Victoria Towers: ground floor, Kilimanjaro road, Upper Hill
Mon-Sat 9am-7pm Sun & holidays 10.30am-6pm

Westland: Pamstech House, Wood vale Groove ground floor
Mon-Sat 9am-7pm Sun & holidays 10.30am-6pm

Buruburu: Buruburu business Complex, ground floor
Mon-Sat 9am-7pm Sun & holidays 10.30am-6pm

Thika: Uhuru Street, ground floor, Viewpoint House
Mon-Sat 9am-7pm Sun & holidays 10.30am-6pm

Gill House, G/F Opposite Agro House, Moi Avenue
Mon-Sat 9am-7pm Sun & holidays 10.30am-6pm


※KISUMU

Central Square,OgingaOdinga St
Mon-Sat 8.30am-5.30pm Sunday closed


※MOMBASA

MwembeTayari, between Fayaz bakery and KFA, Kenyatta Avenue
Mon-Sat 8.30am-5.30pm Sunday closed


※NAKURU

Nakumatt Westside Mall, Kenyatta Av. 1st floor
Mon- Sat 9am-6pm Sunday closed
NB; The shop does not sell decoders, just for general inquiries and complaints,


※ELDORET

Zion mall opposite Barmetumy Arcade 3rd floor
Mon –Sat 8.30am-5.30pm Sunday closed
NB; The shop does not sell decoders, just for general inquiries and complaints,
sales done from supermarket and dealers Victoria Plaza, Kilimanjaro Avenue, Upperhill.


Phone numbers:

(254) 719 077 077


Email:

info.ke@startimes.com.cn

ERRORS AND SIGNAL HELP

※1. I keep getting NO SIGNAL on my decoder, what should I do?

Make sure your indoor antenna is well fixed and placed. Adjust it around your TV SET or place it near the window till you get signal, if problem persist, you can choose to get an outdoor antenna (StarTimes Antenna preferably).
If you are using an outdoor Antenna (StarTimes antenna), and still having No Signal, try adjusting the aerial till you get to the signal strength any of above 40 and signal quality of above 60 and ensure that the BER is above either -7,-8 or -9
You can call our hotline number and a service agent will be assigned to you for further assistance.
To check the “Signal Status”:
Press Menu>System Setting>Signal Status. (On your remote button) Check the following.
Signal Strength more than 40.
Signal Quality stable and more than 60.
BER stable and below 1*E – 6.-7 – 8 -9 (note that this is the most important to check as sometimes the signal strength and quality may be low but if the BER is stable the customer may be able to watch)
Press MENU on your remote control; scroll down to SYSTEM SETTINGS and press OK, in the list displayed scroll down and select SIGNAL STATUS to check signal status and the BER. IF BER is less than -7 -8 or -9 you are required to get adjust your aerial to reach that level


※2. I keep getting NO SERVICE message on the screen

Kindly follow the procedures below;
1. Adjust your Antenna till you get signal.
2. Embark on AUTOMATIC SEARCH>>> Click on MENU button on your remote control, scroll to SYSTEM SETTINGS and press OK.In the list displayed, scroll to AUTOMATIC SEARCH and use the right arrow key to navigate to the YES and NO option. Select YES and press OK.
For further assistance call our hotline number and a service agent will assist you


※3. No access/Not subscribed

This simply means your subscription has expired. Kindly recharge by using any of the payment methods.


※4. No sound

Do all the channels have the same problem?
If yes tell the customer to first check the AV cable connection to be sure it is correct or try another AV cable.
If the problem is only applicable to one channel then tell the customer to press TRACK button then select either STEREO, LEFT OR RIGHT ND to get sound


※5. Decoder cannot display channels on TV/Blank screen

1. Ensure the AV cables are rightly connected(red for red, yellow for yellow, and white for white)
2. Ensure your T.V SET is on AV status/Video status
3. If problem persist or if further assistance needed, call our hotline number and a service agent will be assigned to you for further assistance


※6. Front panel of decoder shows “8888”or/and 2 red lights (Hardware Default)

This indicates the decoder is fault. Please take the decoder to the nearest business hall or call our hotline number and a service agent will be assigned to you for further assistance


※7. What type of antenna is good for StarTimes signal?

Where the Startimes indoor or the customer’s existing outdoor antenna cannot work, Startimes recommends Startimes Antenna because they are tuned to StarTimes Frequencies.


※8. Smartcard error?

Smart Card is inserted wrongly
2The card was inserted wrongly, Please insert your Smart card when the Golden chip is facing down and follow the arrow


※9. Decoder is not responding to the remote control?

First confirm that the decoder is not on top of another electronic then change the remote battery, if problem persist please go to the nearest business hall for further assistance.

Other problems?  Contact us please!

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