• A1)

    A new online platform with all TVB productions - myTV SUPER. You can enjoy over 30 TV channels by the brand new myTV SUPER Box, App and Web. You can catch up on your favorite programs with instant 3-hours playback function. Besides, myTV SUPER provides TVB drama library, Asian dramas and variety shows, movies, classic movies, the latest Japanese anime, and other popular, high quality contents and topics of work. You can pick your favorite show anytime and anywhere through TV set, Smartphone or Tablet PC or Personal Computer. myTV SUPER also provides live streaming channels, VOD, and time shift which brings you to a new horizon of TV and online video watching excitement!

    A2)

    myTV SUPER is available in Hong Kong only.

    A3)

    No, myTV SUPER is available in Hong Kong only.

    A4)

    myTV SUPER currently supports Traditional Chinese and English displays.

    A5)

    myTV SUPER supports the following platforms: 

    (i) myTV SUPER Box or

    (ii) myTV SUPER app via mobile phone / tablet PC or

    (iii) myTV SUPER Web via personal computer

  • A1)

    You may subscribe through the distribution channels below:

    A2)

    imyTV SUPER Box purchase:

    You may activate myTV SUPER service through website before the deadline listed on the activation card, and your service will start from the date you activated.

    iimyTV SUPER Box rental:

    Service will be activated automatically within 48 hours :

    1. once you have received/collected the Loaned Equipment; or

    2. from the end of the collection period of myTV SUPER Box.

    iiimyTV SUPER mobile app purchase:

    Service will be activated once you received the confirmation email notifying your customer ID and account password.

    ivmyTV SUPER Web purchase:

    Service will be activated once you have received the confirmation email with your customer ID and account password.

    A3)

    myTV SUPER service period will be effective for 12 months from service activation date (when you subscribe for 12-month) or 24 months (when you subscribe for 24-month). For example, if you activate the service on March 15th 2016, and you have subscribed for 12-month, your service will be effective until March 14th 2017; when you have subscribed for 24-month, your service will be effective until March 14th 2018.

    A4)

    (i)     If you subscribe through myTV SUPER website or customer service hotline:

            Once you have subscribed myTV SUPER service, you may not disconnect the service and it will be effective within the service period. You have to pay the outstanding balance for the remaining contract months before actual disconnection take place.

     

    (ii)   If you subscribe through internet or mobile service provider, please contact your service provider for enquires.

     

    (iii)   If you purchase myTV SUPER Box or App Pass through retail stores:

           Once you have subscribed myTV SUPER service, you may not disconnect the service and it will be effective within the service period. You have to pay the outstanding balance for the remaining contract months before actual disconnection take place.

     

    A5)

    Since we will send you the service confirmation for activation and billing note through email, you have to provide a valid email address when subscribing. If you subscribe through internet or mobile service provider, please contact your service provider for enquiries.

    A6)

    E-billing is the electronic version of billing sent through internet. Users will receive monthly email notification and may login to our official website: https://cs.mytvsuper.com/en/login to check your bill anytime. You will need your customer ID and account password for login.

    A7)

    myTV SUPER service is available on myTV SUPER Box or mobile app. Different service plans will apply according to platform. You cannot change the platform once you have selected (mobile app versions will be locked with the registered device, mobile app account is not available on myTV SUPER Box).

    By paying an extra HK$15 per month, myTV SUPER Box subscribers can enjoy our service on one extra mobile device, meaning you can log on two different devices at the same time.

    A8)

    This service is for Residential Customers only.

    A9)

    Please visit the official website: https://www.mytvsuper.com/en/service_plan for details. For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.

    A10)

    iSubscribers can pick up myTV SUPER Box either at dedicated Service Center or Circle K Stores;

    ii Delivery by Courier Service for self-installation;

    iiiThrough Technical Staff on-site installation.

     

     Please note that will have different tariff for supporting, you may visit our official website: https://s.img.tvb.com/mytvsuper/web/download/Service-Fees_Schedule_en.pdf for details.

    A11)

    myTV SUPER needs broadband connection for service.

    A12)

    No limitation.

    A13)

    No, customer must subscribe to Basic Service in advance.

    A14)

    You cannot because this is a different service.

    A15)

    You can enjoy myTV SUPER service through online platform with dedicated web browser by applying for myTV SUPER Web service.

    A16)

    Please refer to myTV SUPER website https://www.mytvsuper.com/en/service_plan or contact our customer service officer via service hotline 2399-9666 for details.

    A17)

    Please refer to myTV SUPER website https://promo.mytvsuper.com/en/service-fee for details.

    A18)

    No limitation.

    A19)

    myTV SUPER Web service is available if your device meets our basic requirements and Terms of services.

  • A1)

    Yes but please be sure the broadband speed at the new address supports myTV SUPER service. Please email or call us for enquires and update related personal information.

    A2)

    Sorry but yes, you have to pay the outstanding balance for the remaining contract months before actual disconnection take place. Please email or call us for enquires.

    A3)

    Yes, you can. Please call our Customer Hotline for assistance in this case.

    For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.
  • A1)

    We accept payment through VISA or MASTER CARD, and non-CREDIT CARD payment, e.g. CASH (Deposit is required).

    A2)

    If you are using a third party credit card, please go to Member Zone on www.mytvsuper.com and download the “Credit Card Payment Authorization Form”, fill in and email, fax or mail to us. New payment account will be effective once the application is confirmed.

    A3)

    Please go to “Member Zone” on our official website: www.mytvsuper.com

    A4)

    Please go to “Member Zone” under our official website: www.mytvsuper.com

    A5)

    Setting up monthly bill account is needed for non-credit card payment method. This deposit is for setting up monthly bill account and as security for your due payment.

    For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.
  • A1)

    (myTV SUPER Box users)

    Part of the channels or programs offer bilingual broadcast. To switch audio language, please press “menu” on your remote control unit, choose your desired language under “audio” and press “OK”.

    (myTV SUPER App users)

    To switch audio language, please touch the screen during playback, then press “https://s.img.tvb.com/mytvsuper/web/img/setting_btn.png” on the screen, choose your desired language under “audio”.

    (myTV SUPER Web users)

    To switch audio language, please click “https://s.img.tvb.com/mytvsuper/web/img/setting_btn.png” on the screen and choose your desired language under “audio”.

     

    A2)

    You may check the program schedule through:

    iOur official website: https://www.mytvsuper.com/en/epg;

    iiPress “menu” on your myTV SUPER Box remote control unit, choose “EPG” and press “OK”, where you can check the program schedule for the forthcoming week.

    iiiSelect “TV” mode, then click desired channel and click “EPG” on myTV SUPER App;

    iv Select “TV” mode, then click desired channel and click “EPG” on myTV SUPER Web.

    A3)

    Some programs are limited to adult and restricted to customers aged 18 or above, password is requested to confirm watching as well.

    A4)

    4K program* is available on specific live streaming channel currently.

    *4K program can only be played by required equipments. Please refer to service basic requirement for details.

    A5)

    12Mbps or above broadband bandwidth is needed for playing 4K program with the resolution of 3840 x 2160.

    A6)

    In general, live channels on myTV SUPER service may have a short delay compared with TV broadcast due to network transmission latency.

    A7)

    To reach the resolution of 4K picture quality, myTV SUPER Box should be connected with broadband of 12Mbps or above and played with 4K TV. myTV SUPER App and Web do not support 4K TV quality.

    A8)

    Linear channel: Back to the channel before shut down.

    VOD: Back to the program before shut down.

    A9)

    Please visit our official website: https://www.mytvsuper.com/en/service_plan or call us for enquires or subscription.

    A10)

    Here are some possible reasons:

    iYou are not in Hong Kong

    iiNetwork is unstable

    iiiThe video cannot be played due to copyright or license issue

    ivThe player in your device does not support the system

    A11)

    No, “My Playlist” is for keeping your favorite VOD program list only.

    A12)

    Most TVB live streaming program is available within a couple hours after broadcasts in Hong Kong on myTV SUPER VOD, depending on the genre of programs.

    iNews:     3 hours after TV broadcast

    iiDrama:    3 hours after TV broadcast

    iiiNon-drama6 hours after TV broadcast

    All programs are subject to final announcement by myTV SUPER.

    A13)

    No, difference if the service packages on different service platforms are the same.

  • A1)

    Suggested requirement for using myTV SUPER:

    iTV Sets:

    - With HDMI inputs

    Network Connection with myTV SUPER Box: suggested to use 30Mbps or above broadband service

     

    iiSmartphones:

     - Operation System: iOS 9.0 or above, Android 4.4 or above

     

    iiiTablet PCs:

     - Operation System: iOS 9.0 or above, Android 4.4 or above

    Network Connection: suggested to use WiFi or 3G/4G LTE network

     

    ivWeb browsers:

              - Operation System: Windows 7 or above, Mac OS 10 or above

              - Internet Browser: Internet Explorer 11.0 or above, Safari 8 to 11, Chrome 59.0 or above, Microsoft Edge 38 to 40 and 42 or above

    Network Connection with myTV SUPER Web: suggested to use 30Mbps

     

    Click here to check the list of all myTV SUPER compatible devices

    A2)

    The basic bandwidth requirement for myTV SUPER Box:

    - 4Mbps or above / 12Mbps or above (for 4K program)

    The basic bandwidth requirement for myTV SUPER mobile app:

    - 1.5Mbps or above

    The basic bandwidth requirement for myTV SUPER Web:

    -  1.5Mbps or above

    A3)

    Please read the installation guide on the user manual in the myTV SUPER Box package or visit official website: https://promo.mytvsuper.com/en/tutorial?bookmark=161, connect it with your broadband and TV, and you will be able to watch the subscribed program after activating your account.

    A4)

    You may log in to https://cs.mytvsuper.com/en/login to access myTV SUPER Web service directly.

    A5)

    No, myTV SUPER Box can only connect to one TV set at the same time. If you would like to enjoy myTV SUPER on another TV, you need to get another myTV SUPER Box.

    A6)

    Yes, we suggest users to keep it on even if you are not watching it, since myTV SUPER Box will keep updating its software.

    A7)

    myTV SUPER Box can only receive myTV SUPER channels and programs.

    A8)

    myTV SUPER App subscribers may download specific programs to their mobile device and enjoy the downloaded programs anytime and anywhere.

    Please refer to“My Download”for details https://promo.mytvsuper.com/en/tutorial?bookmark=167.

    A9)

    No, myTV SUPER Box is being transmitted through broadband, it will not affect the CABD network of your building and no interference shall there be to your existing TV signal e.g. other pay TV or CCTV service.

    A10)

    It is a backup for future, it is not functional currently.

    A11)

    Since the myTV SUPER Box does not support re-transmission, this would be for future development.

    A12)

    About 16GB memory storage.

    A13)

    It uses WiFi 802.11 a/b/g/n transmission mode.

    A14)

    No, changing interface is not available currently.

    A15)

    myTV SUPER service may not be avaialble if the equipment is incompatible or lower than the minimum requirement of our service. Subscribers should use device and operation system which are myTV SUPER compatible. Please visit https://www.mytvsuper.com/en/basic_requirement for details.

    A16)

    No, myTV SUPER app does not apply on other TV Box.

    A17)

    WiFi Network Setup:

    To setup WiFi network, first you need to select SSID (WiFi network name) from the list, if the WiFi network is password protected, please enter the password by remote control unit or on-screen keyboard. You may select “Show Password” to make sure the password you entered is correct, and press the “Next” button. If the information is correct, you will see the connected screen, and the network setup process is complete.

    Wired Network Setup:

    To setup wired network, first make sure the LAN cable is connected, if your network supports automatic network setup, select and press the “DHCP” button and the system will obtain the IP address automatically. If you choose manual input, please enter the correct IP address and other information and press the “Next” button. If the information is correct, you will see the connected screen, and the network setup process is complete.

    If you have any problems, check the Quick Start Guide inside the packing box or our official guide https://promo.mytvsuper.com/en/tutorial?bookmark=161 , or contact our customer service for assistance.

    A18)

    Please check whether AC adaptor is connected to AC power socket and the red power port on myTV SUPER Box.

    A19)

    Please check whether HDMI cable is connected to the blue HDMI port on myTV SUPER Box and HDMI port on your television, and switched to corresponding HDMI channel.

    A20)

    For wired connection, please check whether LAN cable is connected to the green Ethernet port on myTV SUPER Box and your network equipment. For wireless connection (WiFi), please check whether your WiFi router functions well.

    A21)

    Manually input SSID is not supported.

    A22)

    You can try refreshing the available network list by pressing “Refresh network list”, if you still cannot find the SSID you wanted to connect to, please check your network equipment settings.

    A23)

    If the IP address is successfully obtained but the screen still shows “WiFi network setup not successful”, please check your network equipment (router), or press “Back” to try another connection options.

    A24)

    Please press System Settings” → “About” → “Device Status” → “IP Address to check the IP address.

    A25)

    Subscribers can only watch myTV SUPER programs by using myTV SUPER Box through suitable television set or myTV SUPER App through suitable mobile device or myTV SUPER Web through suitable web browser. Please visit “Tutorial” in our official website https://www.mytvsuper.com/en/basic_requirement for the details of equipment requirement.

    A26)

    Incognito mode is not supported to myTV SUPER Web. User is required to turn off incognito mode when using myTV SUPER Web service.

    On the other hand, user may need to input login name and password again if cookies are being deleted. Quota of change device will remain unchanged as well.

    A27)

    No, only single login of myTV SUPER Web service is available on one suitable browser with one PC. The account will be logged out automatically if user login is used on another browser or PC. User may change different browsers or PC 3 times per month.

    A28)

    No, it will not be counted if the same browser with the same PC are used to log in myTV SUPER Web service.

    A29)

    No, it will not be counted if the same browser with same PC are used to log in myTV SUPER Web service.

    A30)

    Please refer to the following procedures. 

    Linear Channel 

    1. Click “TV”

    https://img.tvb.com/ti_img/MyTVSuperPromo/2532/5c89dac21c6e5_1552538306.png 

    2. Select and click required channel

    https://img.tvb.com/ti_img/MyTVSuperPromo/2532/5c89dad4bc9df_1552538324.png

     

    Time Shift 

    1. Click the screen of program and time bar will be shown at the bottom.

     回看功能

    2. Move and click the cursor to the desired time slot on the time bar.

     

     

    SVOD

    1. Click “SVOD” and select desired Premium Pack and Program.

    https://img.tvb.com/ti_img/MyTVSuperPromo/2532/5c89db0188cae_1552538369.png

    A31)

    No, smart TV set does not support myTV SUPER Web service.

    A32)

    No, PC with virtual OS does not support myTV SUPER Web service.

    A33)

    No, dedicated customer ID & password cannot be used on other platforms.

  • A1)

    myTV SUPER Box user may enjoy myTV SUPER service via mobile device or web browser with the same account by applying for myTV SUPER Multi-view Service.

    Users may enjoy different programs on separate platforms concurrently (For myTV SUPER Box user only).

    A2)

    Existing users may apply through “Device Management” in SVOD mode of myTV SUPER box. New customers may apply for any myTV SUPER service to receive this value added service. Please call our Customer Hotline 2399-9666 for assistance.

    A3)

    Please refer to our official website https://www.mytvsuper.com/en/service_charge for the service fee.

    A4)

    Each myTV SUPER Basic Pack user with myTV SUPER Box account can apply for ONE myTV SUPER Multi-view service only. (Existing myTV SUPER Multi-view service users or myTV SUPER Supreme Pack users are not eligible).

    A5)

    myTV SUPER Multi-view service is for the use of myTV SUPER App and myTV SUPER Web*.
    Please visit our official website https://www.mytvsuper.com/en/userguide#basic_requirement for the basic requirement of devices.

    A6)

    myTV SUPER Multi-view service is a Free-To-GO monthly service.

    A7)

    Yes, it is not a compulsory service. myTV SUPER Box users may apply for this service at will.

    A8)

    Subscribers may activate the service through myTV SUPER Box. Press menu button “≡” to enter myTV SUPER Service Details in SVOD mode, then select Device Management and follow instruction for device pairing.

    A9)

    Subscribers can only pair 1 set of mobile device at one time, delink is necessary before pairing to another set. Each service account is allowed to change device not more than 3 times in each calendar month. Please call our Customer Hotline 2399-9666 for assistance.

    A10)

    No difference because the services are under same account, but subscribers may watch different programs on different platforms at the same time without interruption.

    A11)

    No, the services are under same account without creating a new one.

    A12)

    No, service is locked with the assigned device after activation. Non-assigned devices cannot be used.

    A13)

    myTV SUPER Multi-view Service can also provide service on web browser platform*.

    A14)

    Subscribers may choose to use myTV SUPER App or Web in myTV SUPER Multi-view Service. However, there is a device changing quota in each month and the pairing process should be through myTV SUPER box.

    A15)

    Additional device can only be paired via myTV SUPER Box.

  • A1)

    To watch myTV SUPER programs on the go, myTV SUPER App subscribers may download specific programs to their mobile device and enjoy the downloaded programs anytime and anywhere.

    A2)

    Only specific SVOD programs can be downloaded.

    A3)

    The download process is as follows:

    iSelect suitable program(s) in SVOD mode, an icon   is indicated for downloadable;

    iiPress the icon for download;

    iiiA window will show related information, press “Download” to confirm;

    ivAn icon [Downloaded] is shown after download completion;

    vPress the downloaded program to watch.

    A4)

    Normally, the downloaded program can be kept for 7 days. The actual viewing period may be affected due to the shelf life of that program.

    A5)

    Please ensure the following status before download:

    iBattery level of mobile device maintains 50% or above;

    iiSufficient memory size for the mobile device (400 MB or above);

    iiiSufficient network data for the mobile device.

    (Download process may under either WiFi or Mobile Data Network, adjust setting to disable download by mobile data.)

    A6)

    No, downloaded program can only be played in same mobile device via myTV .

    A7)

    Yes, however Flight mode is recommended to prevent mobile network data usage.

    A8)

    Yes.

    A9)

    No data is required only when Flight mode is on or network connection is not available.

    A10)

    Due to copyright restrictions, only specific programs are available for download.

  • A1)

    myTV SUPER Remote App is a Mobile App for myTV SUPER Box users. You can download it via App Store or Google Play. After pairing it with the box, you can use the app to remote control the myTV SUPER Box.

    A2)

    The functions of myTV SUPER remote control unit can be fully covered by myTV SUPER Remote App. Besides, Keyword Search, Short cut navigation of Channel list and SVOD can also be used in myTV SUPER Remote App.

    A3)

    The pairing flow is listed as below:

    iOpen myTV SUPER Remote App, then press “Connect myTV SUPER STB”;

    iimyTV SUPER Remote App can search for the STB automatically if the device and the Box are both in the same WiFi network;

    iiiPress the serial no. of desired STB;

    ivAn icon will appear on the upper right corner of SVOD mode once the pairing process is completed;

    vUser may control the Box via myTV SUPER Remote App.

    A4)

    An icon will appear on the upper right corner of SVOD mode once the pairing process is completed.

    A5)

    No, it is linked with the assigned Box after pairing. Non-assigned devices cannot be used.

    A6)

    Please check the following:

    imyTV SUPER Remote App is already downloaded in the mobile device;

    iithe Box is located in the same WiFi network with that mobile device;

    iiimyTV SUPER Remote App is not connecting with another Box.

    A7)

    Yes.

    A8)

    Yes, but each myTV SUPER Remote App can only connect to single Box.

    A9)

    No, because only one myTV SUPER Remote App can be connected to one STB.

    A10)

    No, because both the Box and the mobile device must be in the same WiFi network.

    A11)

    No.

    A12)

    Go to “Setting” in the myTV SUPER Remote App and select “Unpair STB”, then press “Confirm”.

    A13)

    Unpair the paired Box and the mobile device, then pair the Box with another mobile device.

    A14)

    Basic requirement of device:

    -  Smartphones / Tablet PCs: Operation System: iOS 9.0 or above / Android 4.4 or above

    A15)

    It requires WiFi network to connect with myTV SUPER Box.

    A16)

    myTV SUPER Remote App works with myTV SUPER Box properly when both STB and mobile device are under the same Wi-Fi network (STB can be connected to a Wi-Fi router and network equipment via LAN cable).

    A17)

    During the pairing process, the app will search and list out all the serial numbers of myTV SUPER Box in the network. Just select the desired one for pairing.

    A18)

    Yes.

    A19)

    Yes.

    A20)

    No such function, but user can look for the watched program in “History” of the Box, and then add it into “Playlist”.

    A21)

    No, it mainly connects to the Box via WiFi network.

  • A1)

    Subscriber may change the mobile phone no. via “My Account”of Member Zone in official website, https://cs.mytvsuper.com/en/login or myTV SUPER APP. Record will be instant updated.

    A2)

    Please email us to enquiry@mytvsuper.com or call us for opt out.

    A3)

    You can go to our official website: www.mytvsuper.com and download “Change of customer registered name”. Fill in the application and email, fax, or mail to us, we will change the ownership once confirmed. However, a transaction fee for changing the ownership is applied. For details of the charge, please refer to the “Service Fees Schedule” in our website.

  • A1)

    Please go to “Member Zone” in our official website: https://cs.mytvsuper.com/en/login or myTV SUPER app interface.

    A2)

    Please contact out customer service hotline one month in advance should you wish to disconnect the service. For those who have signed up a contract offer with us and wish to disconnect the service before contract expiry, you have to pay the outstanding balance for the remaining contract months before actual disconnection takes place.

    A3)

    iIf subscribed through myTV SUPER website or customer service hotline:

             Please pick up and return to our dedicated service center, or arrange courier service at a cost.

    iiIf subscribe through internet service provider:

             Please contact your internet service provider for enquiries on delivery and collection.

    iiiIf purchase through retail stores:

             User owns the myTV SUPER Box and do not need to return the box.

     

    A4)

    Yes. For details of the penalty charge, please refer to the Service Fees Schedule under our official website: https://www.mytvsuper.com/en/service_charge.

    For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.
  • A1)

    Yes. For details of the charges, please visit our official website: https://www.mytvsuper.com/en/service_charge.

    A2)

    Yes. For details of the charges, please visit our official website: https://www.mytvsuper.com/en/service_charge.

    A3)

    User can bring the damaged box to our dedicated service center within warranty for repair (The warranty period for a bought myTV SUPER Box is 12-month from invoice date).

    For user who subscribe through internet or mobile service provider, please contact your service provider for enquires.