Terrakom support.

Internet

What is cable internet?

Cable internet is a service that connects customers to the internet using the cable infrastructure over which television programming is primarily distributed.

I have cable television in my flat, how do I sign up for cable internet?

It is best to contact our Customer Centre and ask about the options for this service at your location. If we are available at your location, we will agree on a time that suits you with our departments and our technicians will come and carry out the installation at the agreed time.

How can I get internet at my location?

If our services are available at your location, call customer service and leave your details so that a sales representative can visit you to sign a contract; after 2-3 weeks our technical service will install a modem and enable you to use the internet.

How is the modem installed?

For cable internet we use operator modems that are pre-configured individually for each customer; the modem is installed in the home by our technicians, who also check the quality of the existing connection. At the most suitable point the signal is split between the data service and the cable channels, then a cable is run (in trunking) to the place where the modem is installed.

How is a cable modem connected?

The modem can be connected via a network port (Ethernet) or a USB port. To connect via the network port you need a network card installed in your computer; if you connect via USB you need to install a driver.

My internet is not working?

Before calling customer service, check the following: whether you have a cable television signal, i.e. channels on the TV; whether the modem is plugged in (the "power" light is on); and whether the "cable link" light is on; check the connection between the modem and the computer, i.e. whether the local area connection is "enabled".

Is it possible to connect several computers?

We offer a modem with four ethernet (RJ45) ports, or a modem with a built-in wireless router.

How can I check my internet speed?

HAKOMetar is a Java application with which users can test the quality of their broadband internet access service, i.e. measure the transfer speed of useful data to their computer.

You can find more information about HAKOMetar, and help using it, here.

Launch the application

Download the application

Television

How is the cable installation carried out in a flat and in a building?

Cable television installation is primarily carried out through underground infrastructure. The building is connected via the existing duct infrastructure, or, if no duct connection exists, a new connection with conduits is built. Inside the building the existing free conduit capacity is used, or trunking is installed along the corridors. The flat is connected by installing trunking inside it, as agreed with the customer. Newer buildings are an exception, where the use of existing communal antenna system wiring is possible and approved. In newer buildings where cable and distribution quality is adequate, existing cabling of individual residents may be used with their approval.

How do I become your customer?

The first step is to check with our Info Centre whether we are available at your location, then sign a customer contract, after which our technical service connects you to our cable system.

Once I sign the contract, how long do I wait for connection?

After you have signed the contract, the deadline for connection is 30 days, but we aim to complete it within 2-3 weeks.

I am a tenant — can I become your customer?

If we are available at your location, you need the flat owner’s consent for the connection, and then we can connect you to our network.

I have several televisions in the flat?

It is possible to connect several televisions; such work is charged additionally according to the current price list. We guarantee picture quality for two televisions; others can be connected but we do not guarantee picture quality.

HRT licence fee?

The HRT licence fee is prescribed by law and you pay it for the use of a TV receiver; you must pay it regardless of your cable operator.

I am moving to another address

If a connection is possible, i.e. if the building is covered by our installations, you can transfer the connection; you only cover the relocation cost according to the current price list.

Nobody will be in the flat for a while — is it possible to suspend the connection?

It is possible to suspend the connection, but on reconnection a fee according to the current price list must be paid.

I cannot find all the channels?

Our technicians are not authorised to work on your television, but by prior agreement with the customer and with permission to work on your television, tuning your set is possible for a fee according to the current price list.

I have no picture on the television?

First check that everything is properly connected at the socket and at the TV connection, and check that the cable is not damaged anywhere; then check that you have settled all invoices and have not been disconnected for debt; then call customer service to report the fault, describe the problem and everything you have checked, and our technicians will resolve the fault as quickly as possible.

I have two televisions — the picture is good on one and poor on the other?

The problem is probably in the installation at the second television; inspect the wiring from the splitter to the TV connection for cable damage, then call customer service and describe the fault in detail; if the fault was caused by unprofessional work, such interventions are charged according to the current price list.

How can I receive a digital signal?

DVB-C (Digital Video Broadcasting – Cable) is the system used in our network. You need a DVB-C receiver to receive the channels, or a newer television with a built-in DVB-C receiver. Every television without a built-in receiver requires a DVB-C receiver.

What is the advantage of digital television?

The advantages of digital television are: more channels, lower channel consumption, excellent picture and sound for every customer, EPG, a choice of several audio languages for the same channel, Dolby Digital and a 16:9 picture format.

Phone

What do I need in order to use your telephone service?

You need a connection to our cable network and an installed cable modem that provides a telephone connection, plus an analogue telephone set.

I am a tenant in the flat. Can I sign a request for a telephone connection?

Tenants can also sign a request for telephone service with the signed consent of the flat owner.

Can the telephone service be used if there is no active line from another operator at the location?

Yes. We use our own infrastructure, the cable network over which we provide the service; a connection to our cable network is required.

Can I connect several telephone sets?

The cable modem has an RJ11 port that you can split into several telephone sets.

Can I have several telephone numbers?

Two telephone numbers can be connected to a cable modem; if more numbers are needed, a second (third) modem can be provided, increasing the number of telephone numbers.