Question 1

If I relocate, what happens to my DTH connection?

Accepted Answer

You can take your Tata Play set top box with you to any place in India. Call our helpline to find out more about our relocation policy.

Question 2

What should I do in case of any problem with the set top box/digicomp?

Accepted Answer

All set top boxes/digicomps are covered under a Base ASC for a period of 12 months from the date of installation ("Base ASC Period"). Should you encounter any problem, please call the 24x7 Tata Play helpline. Our Customer care executive will be able to help you resolve the problem. If the problem persists, a dedicated team of our authorized Installation Service Providers who are trained to resolve technical problems that you may encounter will visit your location. Post the Base ASC Period, Tata Play also offers an Annual Service Commitment service to its subscribers. You can get the details of the same by calling the Tata Play helpline (for details on the Base ASC Period, kindly refer to your Tata Play Subscription Contract).

Question 3

Can I transfer connection of my Set Top Box to someone else?

Accepted Answer

You can easily transfer connection to someone else:

Login to your Tata Play account.
Visit the Get Help section and seek assistance from our Get Help Assistant. Choose the ‘Account & Profile’ section, where you will get the ‘Transfer my account’ option.

Please note:

Transfer of Connection (TOC) Facility is available as per Tata Play Policies in exception scenarios* *Your existing Tata Play subscriber account should be greater the 6 Months for you to opt for a Transfer of Connection (TOC). Your existing account will be cancelled and a new account will be given. Remaining account balance, if any, will be transferred to new subscriber account. Transfer process is not applicable for Written-off Account. You need to recharge with a minimum amount of Rs 150 in the new account that will be created in the backend.

Question 4

What is Annual Service Commitment (ASC)?​

Accepted Answer

ASC stands for Annual Service Commitment - a special service offered to Tata Play subscribers to have set top box/digicomps serviced after the base ASC period, which is provided free of cost for one year from activation, is over.

Question 5

How does a subscriber avail of the ASC?

Accepted Answer

The subscriber needs to call the helpline and request for ASC enrolment. A Tata Play installation technician will then visit the subscriber's home to carry out a technical inspection of the equipment, post which he will get the ASC form duly filled and signed by the subscriber.

Question 6

What is covered under the ASC & what is the validity of the ASC?

Accepted Answer

The Tata Play set top box will be covered under the ASC. This ASC will not cover the Remote and/or any willful physical damage of the set top box or installation material, any form of substitution or replacement that has been done, any defacement of the serial number on the set top box, any voltage fluctuations or rat bites or neglect - on account of improper use.

ASC Charges

Time at which the ASC is ordered	Primary Connection	Each Multi Room Connection
On the day of Installation	Rs 199	Rs 199
Within Base ASC	Rs 299	Rs 249
Post Base ASC	Rs 499	Rs 449
During the 30 days of service warranty	Rs 499	Rs 449

Question 7

I need to understand the features on Tata Play, what should I do?

Accepted Answer

Please call our 24x7 helpline. Our associates are trained to answer subscriber queries in 12 languages. For frequently asked questions press the 'help' button on your remote. Visit here to view a demo of all the features available on Tata Play.

Question 8

What are the charges for calls made to the Tata Play helpline?

Accepted Answer

Tata Play does not levy any charges on calls made to the helpline or SMSes received. You are billed for the outgoing calls and messages by your telecom service provider as per applicable rates charged by the telecom service provider. For details of charges, please get in touch with your telecom service provider.

Question 9

What are the relocation Charges?

Accepted Answer

Material replacements done as part of the service visit will be charged extra. Relocation charges will be as applicable:

Relocation Charges (In Rs.)
Tata Play	No. Of Boxes	Same Premise	New Premise
Tata Play	No. Of Boxes	Same Premise	With Kit	Without Kit
Residential – Regular	1	300	300	800
	2	400	400	900
	3	500	500	1000
	4	600	600	1100

De-installation charges for regular subscribers is Rs. 200.

Question 10

Can I receive monthly account statements on my e-mail address?

Accepted Answer

Yes, monthly account statements will be sent to the registered email address. If you wish to provide a different email address, you can log in to your Tata Play account and update profile.

Question 11

How can I send in my feedback to Tata Play?

Accepted Answer

Please mail your feedback to help@tataplay.com with your Subscriber ID and registered contact details. Registered Tata Play users have to use our online chat support. You can check NODAL officers contact numbers / email ids. Subscribers can also call the Tata Play Helpline from all lines on 18602086633, 18601206633 & 18605006633. Our toll free number is 1800 208 6633. Please check the Get Help section for additional contact options.

Question 12

What is non-standard or premium installation?

Accepted Answer

Tata Play's standard installation uses a 10 metre cable length. Any installation that calls for an increase in the length of the cable or any form of internal cabling, special mounting or RF connection to additional televisions, would be categorized under non-standard or premium installation. Please speak to the Customer care executive for more information on this before you get your Tata Play connection

Customer care

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