Frequently Asked Questions

 

How long does it take to get Vision Asia installed?
Standard installations will take 7 working days in Metro area and 7-10 working days in Regional areas, once we receive all the correct documentation and initial payment. Installation also depends on weather conditions.

 

 

What is standard Installation?
"Standard Installation" means mounting of satellite dish on roof or an outside wall with the necessary hardware, within 15 meter cable length run externally or height of the building should be below 6 meters. The dish wire is connected to the decoder and the decoder is directly connected to the TV through the colour coded wires (red/yellow/white) / HDMI output ( as per your TV availability).
Please note our installation engineers are not qualified to or permitted to tune, install and / or troubleshoot equipment apart from those supplied by Vision Asia and they will do a standard installation with external cabling and will connect directly from decoder to TV. Kindly refrain from requesting such services as you may be at risk and Vision Asia will not be liable.

 

 

What is Non-standard Installation?
Any installation requiring any additional work or equipments besides what is mentioned above, requiring internal cabling or located outside Metro area will be termed as Non-standard and additional charges will apply depending on the job or additional Travel charges, in case of non metro regions. The installation time may vary for these installations.

 

 

I would like to see Vision Asia in other rooms; will the technician do it for us at the time of installation?
We can surely provide you this facility provided we have been given prior confirmed booking before the schedule of the first installation because a standard installation with a single subscription includes a single outlet. For second connection you need additional decoder and smartcard, there will be additional charges. Please call during operating hours, 9:00AM to 7:00PM (Monday to Friday) and 09:00AM to 5:00PM (Saturday) on 0508 933 546 and press "1" to speak with our sales representatives

 

 

I would like to have the facility to record the programmes as we may not be home when our favourite programmes are shown?
The new HD decoders installed at your home facilitates recording through the USB provided by us and the recordings can be viewed on the same decoder only. Please note our installers are contractors and we hire their services for installing Vision Asia equipments & for troubleshooting the technical service for our subscribers. Installers charge additionally if you wish to get your VCR/DVD tuned for recording purposes as indirect connection & or extension in other rooms. This will be treated as a direct job between the installers & the customer. Vision Asia takes no responsibility for these direct jobs.

 

 

What happens if I lose my credit card?
In case your credit card gets lost, stolen or misplaced, or if you need to change your billing details for any other reason, just fill in Direct Debit form and send it to us. These forms can be downloaded from www. Visionasia.co.nz or can be requested by fax, e-mail or post by calling 0508 933 546. Please note Vision Asia should be informed before 6th of the month about any change in the account details. If any payment is dishonoured $15 charges will apply.

 

 

Can I avail temporary Suspension?
Of course, you can avail this service minimum for 1 month and maximum for 4 months in one year. This value added service is for subscribers who are going away on holiday or who need their service stopped for any other reason. We need a written notice of 7 days so your monthly subscription will be amended to $15 per month. Please e-mail us on support@visionasia.co.nz or fax us on 09-6294852. Please do call us once you are ready to view channels so we will reactivate the channels. Your account will be adjusted on Pro-rata basis from the activation date.

 

 

How Vision Asia will help me when I move to new house?
For subscribers who are moving to a new address and would like Vision Asia's assistance- Please call during operating hours, 9:00AM to 7:00PM (Monday to Friday) and 09:00AM to 5:00PM (Saturday) on 0508 933 546 and press "2" to speak with our customer service representatives . Please notify us of your change of address so that we can redirect your TV Guide and/or any other Vision Asia correspondence.

Can you send me a monthly bill?
No. Unfortunately Vision Asia functions on a Direct Debit system.

 

What should I do if I experience technical problem with channels?
Please make a note of the error message displayed on your TV screen. Please do a complete reboot of your decoder. A complete reboot involves switching the decoder box off with remote and from the electricity socket. It is enough to switch off the electricity mains switch. Once the box has been disconnected from its power supply, it should remain so for at least 5 minutes. Do not remove the smart card from the decoder. If the problem continues, call Vision Asia during operating hours, 9:00AM to 7:00PM (Monday to Friday) and 09:00AM to 5:00PM (Saturday)on 0508 933 546 and press "2" to speak with our customer service representatives.

 

 

Technical Tip-
It's advisable to switch off the decoder when you are going to bed, please note to switch off with remote or through the button on decoder only. Please DO NOT switch off the main power point because updates are done during night time and these updates would not happen on your decoder in case the decoder is switched off.

 

 

Do we have to pay for the Service call?
Please note Vision Asia provides standard installations only & we do service our equipment throughout the contract period as long as it's pure technical fault and not caused by customers fault.

 

 

What if the equipment gets faulty?
Vision Asia will replace equipments if it should be replaced in order to get normal reception of our channels, please note it is customer's responsibility to return faulty equipments to Vision Asia.