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FAQS
Technical
a) I am seeing error 4 on my TV screen, what should I do?
Please ensure that subscription to your choice of Packages/ Channels is presently valid. Request to keep the Box On & login to Hathway app or Self-care & Click on "refresh Channels".

Alternatively, you may contact your Area supervisor or Local Service provider.

You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.

Incase subscription to your choice of Packages/ Channels has passed its due date please make payment accordingly to enjoy uninterrupted service Note:- Please Keep your STB on stand-by mode, while making the payment.
b) I am seeing error 14 on my TV screen, what should I do?
Dear Subscriber, If you are facing this issue please follow the below given steps: i). Please check if the NDS Number mentioned on the Set Top Box and Number reflecting in Diagnostic Screen are same. ii) Please follow the following process to check the NDS number from Diagnostics: In the Hathway remote Press Menu -> press the red button on the remote -> Select System Set up-> enter the password if you have set any else put the default password 0000->Select Diagnostics ->Scroll till you can find - NDS number) Please contact to your local cable operator or Area supervisor, provide the NDS details, and get the service refreshed or you may contact on our helpline number 18004197900 from 6 AM to 12 midnight.
c) I am seeing error 1 on my TV screen, what should I do?
Dear Subscriber, If you are facing this issue please follow the below given steps:

i). Check if the smart card is inserted properly in the Set Top Box (Hathway Logo upper side, chip on the lower side and arrow sign inside).
ii). Remove Smart card from the Set Top Box, clean with cotton/ soft dry cloth & re-insert again properly as guided above.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
d) I am seeing error 2 on my TV screen, what should I do?
Dear Subscriber, If you are facing this issue please follow the below given steps:

i). Check if the smart card is inserted properly in the Set Top Box (Hathway Logo upper side, chip on the lower side and arrow sign inside).
ii). Remove Smart card from the Set Top Box, clean with cotton/ soft dry cloth& re-insert again properly as guided above.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
e) I am seeing error 6 on my TV screen, what should I do?
Dear Subscriber, If you are facing this issue please follow the below given steps:

i). Check if the smart card is inserted properly in the Set Top Box (Hathway Logo upper side, chip on the lower side and arrow sign inside).
ii). Remove Smart card from the Set Top Box, clean with cotton/ soft dry cloth& re-insert again properly as guided above.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
f) I am seeing error 11 on my TV screen, what should I do?
Dear Subscriber, If you are facing this issue please follow the below given steps:

i). Check if the smart card is inserted properly in the Set Top Box (Hathway Logo upper side, chip on the lower side and arrow sign inside).
ii). Remove Smart card from the Set Top Box, clean with cotton/ soft dry cloth& re-insert again properly as guided above.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
g) I am facing audio problem on all channels/most channels, while watching TV. What should I do?

Dear Subscriber, If you are facing this issue on all channels or maximum channels, please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the Channels (also Check your TV/STB volume level by remote) & check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
h) I am facing Video problem on all channels/most channels, while watching TV. What should I do?

Dear Subscriber, If you are facing this issue on all channels or maximum channels, please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
i) I am seeing "Technical Problem" written on my TV screen. What should I do?

Dear Subscriber, If you are facing this issue on all channels or maximum channels please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the Channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
j) I am seeing "No Signal" written on my TV screen. What should I do?
Dear Subscriber, If you are facing this issue on all channels or maximum channels please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
k) I am seeing "One Moment Please" written on my TV screen. What should I do?

Dear Subscriber, If you are facing this issue on all channels or maximum channels please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the Channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
l) I am experiencing Pixelisation/ freezing on my channels. What should I do?

Dear Subscriber, If you are facing this issue on all channels or maximum channels, please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the Channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
m) I am experiencing Picture problem on my channels. What should I do?

Dear Subscriber, If you are facing this issue on all channels or maximum channels, please follow the below given steps:

i). Switch off Your Setup box from main power plug
ii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iii). Reinsert Cable wires
iv). Switch on the Set Top Box from power plug, wait for few Seconds then change the Channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
n). My TV screen is completely blank. What should I do?
Dear Subscriber, If you are facing this issue on all channels or maximum channels please follow the below given steps:

i). Please check banner is showing or not (through STB Remote) ii). Switch off Your Setup box from main power plug
iii). Plug out the Cable wires (Main Fiber cable & AV-TV wire) & wait for a few seconds
iv). Reinsert Cable wires
v). Switch on the Set Top Box from power plug, wait for few Seconds then change the Channels & Check if the concern is resolved.
If you are still facing the problem you may contact your Area supervisor or Local Service provider. You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
Relocation
a) Are digital cable TV services available in my city?
Hathway cable TV services are presently available in Delhi, Uttar Pradesh, Haryana, Maharashtra, Rajasthan, Chattisgarh, Madhya Pradesh, West Bengal, Sikkim, Orrisa, Karnataka, Andhra Pradesh and Telangana. To subscribe to Hathway cable TV services. Please contact us on following numbers and our team shall contact you for a feasibility check.
S.No Location Call Canter Number
1 Delhi 0120-6836401
2 Uttar Pradesh 0120-6836402
3 Haryana 0120-6836406
4 Maharashtra 0120-6836404
5 Rajasthan 0120-6836405
6 Madhya Pradesh 0120-6836403
7 Chhattisgarh 0120-6836407
8 Karnataka 080-68127001
9 Andhra Pradesh 0120-6836401
10 telangana 0120-6836401
11 Odisha 067-42434433
12 Sikkin 033-40302444
13 West bengal 033-40302444
b) What is the procedure for Relocation? / I have shifted from one city to another city. How do I get my Hathway Cable TV connection shifted?


In case a subscriber requests for relocation of his connection from one location to another location, the Company or its LCO, as the case may be, shall, subject to technical and operational feasibility, relocate the connection within a period of seven days from the date of receipt of such request: Provided that it shall be permissible for the Company or its LCO, as the case may be, to charge from such subscriber-
(i) An amount, not exceeding, twice the amount of installation charge prescribed by the distributor, in case, such relocation work involves dismantling of the outdoor equipment of customer premises equipment from old location and reinstallation at new location, or
(ii) An amount, not exceeding, the installation charge prescribed by the distributor, in case, such relocation work does not involve dismantling of the outdoor equipment of customer premises equipment from old location. Explanation: For the purpose of this regulation, outdoor equipment means the dish-antenna, Low Noise Block Converter, connectors and other accessories fastened to the dish-antenna.
Alternatively you may contact on our Helpline number 18004197900 from 6 AM to 12 midnight. (Note- Please keep ready your details (New Address/VC Number/NDS Number) while making call on helpline number).
Hybrid Set Top Box
a) I want to register my hybrid Set Top Box, How can I do that?
Customer has to follow the link:- https://services.hathway.net/hybrid-box-activation-form and complete the necessary registration as given in below screen. In case he needs any assistance, he can call our CATV call center numbers and the team would provide the necessary assistance. Once a customer has registered on the above link, the registration screen on his TV will not show up, else the same screen will pop-up, but when he has filled all the details there, it would throw a message informing customer to register using above mentioned link. Simultaneously, an auto SMS with the above link to register his Hybrid Box will be sent on the mobile number, that he keyed on TV screen for registering Hybrid Box
b). What are the Pre-requisites to run the Hybrid Set Top Box?
i). TV set having Free HDMI Port
ii). Wi-Fi Device should be placed within nearest range, (Wifi supports only 2.4 Ghz)
iii). Internet Wi-Fi connection min 20 Mbps and above
Note:You may also contact on our Helpline number 18004197900 from 6 AM to 12 midnight.
c). What is Hathway Hybrid Set Top Box?
i). The Hathway HYBRID SET TOP BOX upgrades a Normal TV to Internet enabled Android TV
ii). It contains several OTT apps like (Youtube, Netflix ZEE5, VOOT, SONY LIV, YUPP TV Etc.)
iii). BOX comes with Chromecast support, which allows user to cast one’s mobile phone / tablet content directly on the TV set.
iv).In addition to YouTube, Netflix, the world's largest streaming service is available through Hathway HYBRID SET TOP BOX.
v).It comes with a voice-enabled remote which supports Google Assistant and which has dedicated buttons for YouTube, Netflix, and Google Voice Assistant, for easy control.
d). What is OTT?
OTT stands for “over-the-top,” the term used for the delivery of film and TV content via the internet, without requiring users to subscribe to a traditional cable or satellite pay -TV services. The applications like Youtube, Netflix, that use your internet connections for doing video streaming as OTT Applications OTT allows subscribers to use his chosen content in his own time.
e). Which are the majors OTT players in India?
i). Youtube
ii). Netflix
iii). Hotstar
iv).Zee 5
v).Voot
vi).Sony Liv ...etc...
f). How to connect Remote control unit to Hybrid Set Top Box?
Stand close to the TV set (< 1 meter) with the Remote in hand and Long Press the Back & OK button at the same time, until the red light flashes quickly, then release, which means that Remote control unit has entered into the Pairing Mode. Wait for a few seconds without pressing any button, until there is a POP up message on the TV, stating that Pairing is successful. Now the Remote is ready to be used with the HYBRID SET TOP BOX
g). How to connect Wi-fi to Hybrid Set Top Box?
• Do not Select the “Connect via WPS” Option
• Choose the Hathway internet enabled Wi-Fi SSID name only from the available Wi-fi Network shown on the TV.
• With the help of the Keyboard on the screen, type the Wi-Fi password for the selected Network.
h). How to connect Google account to Hybrid Set Top Box?
• Enter your Gmail id
• Accept the Terms of Service
• Enable Google Location Service for Google to show your region specific content
j). How to record favorite programs?
• Hathway Hybrid Box will provide you recording facility to record your favorite programs like movies, match, news, music etc. You can play recorded videos later on according to your convenience.
• You need to press recording button and also option to select program in TV Menu.
• Your program is in recording mode and you will get the Sign in the left top corner of your TV screen.
• You need to go to channel program view and select upcoming programs & click on record button of your remote and it will automatically record such programs in your PEN DRIVE.
• Set-Top box should be power on during mentioned time frame.
k) Can I check Facebook? How do I do that?
• You need to download Facebook watch app from play store and your all Facebook videos which you have uploaded , watched , shared and tagged from your friends will be available in your SMART TV.
• Install Facebook watch and app given device code to register your phone with smart TV.
• Facebook watch app showing device code.
• You need to enter same to your mobile phone
• www.facebook.com/device and enter the following code to link your account videos to your SMART TV.
Others
b). What is the Electronic programming guide?
Electronic Program Guide, or EPG provides details of all channels available on Hathway’s platform. With the touch of a button, you can find information about any program that's on today, tomorrow or even up to a week from now. You can browse through the guide or other available programs without leaving the channel you're on. A Channel Banner displays a program synopsis, running time, channel number and also an option to reserve that programme that will come later. You can browse from the current channel banners to find out what's on other channels or at other times while still watching the same program. And, you can tune in to a new channel directly from the channel banner if you see something you'd rather watch! In addition, the simple on-screen guide clicks on and off at the touch of a button, giving you detailed information, such as plot summaries, actors, about any program you choose - up to 3 days in advance. The guide allows you to search for programs by theme (sports, movies, drama, children's, etc.) or title. You can browse at your own speed and never have to wait!
c). Where can I purchase a new Remote control device?
Additional remote control devices will be available at the local Hathway office or through your Local Cable Operator. Kindly refer to the Helpline nos. on your STB or refer to the Contacts section. We can provide a Universal Remote through which you can control your STB and TV from a single device.
d). How is digital cable better than other device?
Our Digital Cable service offers you sharper, brighter digital pictures and clearer, stereophonic sound, dozens more channels and an advanced Electronic Programming Guide. In addition, we provide dependable, on-time, customer service from our local area office or even through your neighbourhood cable operator.
e). I have misplaced/Lost the viewing card! What should I do?
Please get in touch with your local Hathway office/Local cable operator and they will swap or replace the same. Charges of Rs.400/- + Service Tax will be levied for the same.
g). What do I need to do if I want to temporarily disconnect my services?

Provisions for temporary discontinuation of services and details of restoration fee and reactivation fee, if applicable are as follows: • Hathway may deactivate a particular channel/bouquet within 72 hours, on receiving such request from the Subscriber, provided such channel or bouquet is not within the lock –in period.
• Hathway may deactivate a particular channel/bouquet due to non -availability of such channel /bouquet on its network (due to reasons other than natural calamities or technical failure), by giving 15 days prior notice to the scheduled change, provided such channel or bouquet is not within the lock –in period.
• The Subscriber may request Hathway to temporarily suspend the cable services for a minimum period of 1 month. Such request should be made at least 15 days prior to the suspension. Hathway may charge Rs. 25 as Restoration Fee, if the services remain suspended for a period not exceeding 3 months.
• If the Subscriber has taken the STB under the Rental Scheme, Hathway shall charge the rental amount of STB during the period of temporary suspension.
• Hathway may deactivate the services of the Subscriber in case the services remain suspended for more than 3 months. The services shall be reactivated within 72 hours of receipt of request and Hathway may charge Rs 100/- as Reactivation Fees for the same.
Attention hathway digital TV subscribers: For info on various packs / cable TV services being offered by Hathway, kindly refer to channel no 999 on Hathway cable network