Help with problems regarding Elisa Viihde

Make sure with the help of Elisa Viihde channels instructions that you are trying to watch the channel from the correct channel slot. The same instuctions also help you further with problems related to channel visibility.

Also make sure that your TV is using the correct input source for the set-top box. The source can usually be changed using the Source, Input or “arrow in screen” buttons on the TV remote.

More detailed instructions for selecting the input source can be found in the user manual of your own TV.

Restart the modem and set-top box by disconnecting the power cable from the device for approx. 10 seconds. Then plug in the cables again and restart the devices.

Make sure that your computer or other devices using the same internet connection are not performing any major downloads or updates, as otherwise the set-top box may not have enough bandwidth to transmit IPTV image. Normal internet surfing on the computer does not affect the use of Elisa Viihde.

If the image cuts off occasionally, this may also be due to occasional increase of traffic in the network. Check the service again in a moment. If the service cuts off regularly and often, check these instructions for further assistance.

Make sure that the set-top box is placed in a well-ventilated area. Also make sure that all cables are plugged in and if needed, restart both devices (first modem, then set-top box) by unplugging the power cord for about ten seconds. Then plug in the cables again and restart the devices.

If this does not help, reset the set-top box default settings. You can find more detailed information about this in the instructions for restarting and restoring factory settings for Elisa Viihde devices (in Finnish).

If there are problems with the update of the set-top box software version, please follow these instructions (in Finnish).

If this does not help, contact our customer service.

If the remote control does not work, make sure that the remote control batteries are OK. Test with new batteries if needed.

If the remote control still does not work, or it has been broken while using it (dropped on the floor, dog has eaten it, etc.), you can order a new remote control for Netgem N7700/N7800 set-top boxes with a one-time payment in our webshop. If you cannot find the remote control model that you need in the shop, please contact customer service.

For watching recordings, we recommend using Internet Explorer 10/11, Chrome or Opera browsers, as Firefox and Safari require Silverlight installation for the time being. You can find more detailed information here (in Finnish).

You can record basic channels. A listing of free channels and basic channels can be found here (in Finnish).

• Nelonen HD channel cannot be recorded, as the channel can only be seen in the cable network, and it is only possible to offer online recording for such channels that are visible for all customers of Elisa Viihde service.
• Paid channels cannot be recorded.
• Extra channels cannot be recorded.
• SVT programmes cannot be seen nationwide due to YLE’s copyright agreement. Due to this limitation, SVT’s programme information is not shown in the Elisa Viihde programme guide and the SVT programmes cannot be recorded (e.g. Melodifestivalen).

You can start using the wireless network with the Netgem set-top box either directly in connection with the installation or separately after the installation. More information and instructions on the topic can be found here (in Finnish).

For internet connection related problems please see our Disruptions in your connections? -instructions.

For WLAN related issues please see our instructions for WLAN usage and problems (in Finnish).