FAQ - RealVU

FAQ

What do you mean by service enhancement?

We are working to enhance our service to be aligned with Bangabandhu Satellite. With the launch of Bangladesh’s 1st satellite, Bangabandhu Satellite, the Real VU service will be undergoing a massive Project Enhancement exercise.  The service enhancement is in preparation for the relaunch. During this time our Earth station/Uplink center shall be going for major technical up-gradation to make itself technically compatible to broadcast off the Bangabandhu satellite. In this regard we had to discontinue the service to our existing subscribers with effect from 1st October 2018.

 

When would you start service enhancement process?

We have started service enhancement process from October 2018 onward.

 

From which time the service will be discontinued on 1st October’18? Wouldn’t I be able to watch TV? When I can recharge again?

Recharge in RealVU account is unavailable & the service has been discontinued from 1st October 2018. This is because we are enhancing our service which would require some more time to be aligned and technically compatible with Bangabandhu Satellite.

 

What will happen to my existing balance in RealVU account/wallet? How long I can enjoy the service?

The service has been discontinued from 1st October 2018. You will get refund of your remaining balance. Please contact with us from 15th October’ 18 onwards to know the refund process.

 

Are you shutting down the service?

We are working to enhance our service to be aligned with Bangabandhu Satellite and in that regard, there is a temporary discontinuation of the DTH signal.

 

What would I do now with RealVU set-up if I can’t enjoy the service?

The Process of refund for your RealVU will be as per STB refund policy. Our helpline is always there for your service. The refund process has started from 15th October’18 onward.

 

What is your refund policy?

All details about the refund policy are available on our website. Please visit our website www.RealVUbd.com/refund-policy

 

After your service enhancement, when the service will be started?

The RealVU service will be undergoing a massive Project Enhancement exercise.  The service enhancement is in preparation for the re-launch.

 

I don’t want to refund my product; will I be able to use the STB after your enhancement?

RealVU service will be undergoing a massive Project Enhancement exercise and will temporarily discontinue/d its services from 1st October 2018. As a result of discontinuation, the RealVU service and the STB will cease to function. Currently the RealVU service is being discontinued and the Company is honoring the regulatory refund process. It is to your benefit to complete this process. Through the completion of this process you will become eligible for a reward. This reward can be availed during the first month of the re-launch and the company will contact you for the same. Completion of the refund process is a must in order to be eligible for the reward.

 

What are the eligibility criteria for getting a STB refund?

Subscriber will have to provide below required details at the collection point:

1. Proof of ownership (Original SAF/Money receipt/ Warranty Card) (One of these documents)

2. Subscriber verification: Subscriber ID (Mandatory) & RMN

3. Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition

4. Duly filled/signed STB Collection Form

5. Required information for refund: Name & Address, Bank Name, Branch Name and Account Number for online transfer or MFS type and number.

 

What components of the Set Top Box will I need to return to get the refund?

Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition.

 

What does it mean by working condition of STB?

The working STB will be checked at the collection point. It is required to be turned on to verify the technical details/serial numbers pertaining to your account.

 

Apart from website, where can I get refund policy? I don’t have availability or access on internet or I don’t know how to browse website, in that case how can I get refund policy? Where will I bring my STB?

You can get it at our collection point. Or you may call the helpline at 16442.

I have purchased RealVU from Dhaka, now I am staying in Sylhet division. From where (Dhaka or Sylhet) shall I get refund for my STB?

Irrespective of location of purchase, for eligibility of refund, Subscriber will have to provide below required details at the collection point:

1. Proof of ownership (Original SAF/Money receipt/ Warranty Card) (One of these documents)

2. Subscriber verification: Subscriber ID (Mandatory) & RMN

3. Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition

4. Duly filled/signed STB Collection Form

5. Required information for refund: Name & Address, Bank Name, Branch Name and Account Number for online transfer or MFS type and number.

Please note all details about the refund policy are also available on our website. Please visit www.RealVUbd.com/refund-policy

 

I will be out of the country during refund process. What will happen if I communicate for refund just after the time frame? How long the refund process will be continued? When will I bring my STB?

Subscriber has started bringing STB to designated collection point from 15 October 2018. After that the refund process will be executed only from the RealVU designated location.

 

Do I need to bring any other Documentation for getting the refund?

Subscriber will need to bring their original National ID/Passport along with a copy of National ID/Passport for submission.

 

Will I get cash refund for returning my STB?

After successful verification of Subscriber information and STB in working condition, the mode of payment will be as per Subscriber’s selection in the STB Collection Form. Refund options are either Bank transfer or MFS (bKash/Rocket). The applicable refund amount will be disbursed to the Subscriber within 15 working days.

 

When will I get the refund amount?

The refund amount will be paid after successful verification of Subscriber information for which the required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition. The refund method will be as per Subscriber’s selection in the STB Collection Form. Refund options are either Bank transfer or MFS (bKash/Rocket). The applicable refund amount will be disbursed to the Subscriber within 15 working days subject to the duly filled and signed STB Collection form.

 

Will I get refund if any of the component required (other than STB) is damaged? Will I be eligible for a recharge refund if I don’t have a working STB?

Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition. Unfortunately, if any of the components are not in working condition the refund will not be possible.

 

What would be my Refund amount?

Subscriber will need to contact Customer Care at 16442 to know the maximum Refund Amount.

 

I just want refund for my RealVU account/wallet, not my STB?

For eligibility of this process, Subscriber will have to provide below required details at the collection point for RealVU account/wallet or STB refund:

1. Proof of ownership (Original SAF/Money receipt/ Warranty Card) (One of these documents)

2. Subscriber verification: Subscriber ID (Mandatory) & RMN

3. Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition

4. Duly filled/signed STB Collection Form

5. Additional required information (to be provided in the STB Collection Form) for refund request:

a. For Online Transaction: Full Name, Address, Bank Name, Branch Name Account Number for online transfer

b. For MFS: MFS type, Mobile Number.

 

If I bought the STB from another Subscriber will I be eligible for Refund?

We are unaware of this process. For eligibility of refund Subscriber will have to provide below required details at the collection point:

1. Proof of ownership (Original SAF/Money receipt/ Warranty Card) (One of these documents)

2. Subscriber verification: Subscriber ID (Mandatory) & RMN

3. Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition

4. Duly filled/signed STB Collection Form

5. Required information for refund: Name & Address, Bank Name, Branch Name and Account Number for online transfer or MFS type and number.

Please note all details about the refund policy are also available on our website. Please visit www.RealVUbd.com/Refund-policy

 

Will I need to be physically present at the collection point for refund process?

Yes, the subscriber will need to be physically present at the collection point in order to personally fill up the STB collection form with their signature.

For eligibility of refund Subscriber will have to provide below required details at the collection point:

1. Proof of ownership (Original SAF/Money receipt/ Warranty Card) (One of these documents)

2. Subscriber verification: Subscriber ID (Mandatory) & RMN

3. Required components for Refund Eligibility are – STB, RCU, Power Supply Unit, HDMI and RCA/AV Cable, all in working condition

4. Duly filled/signed STB Collection Form

5. Required information for refund: Name & Address, Bank Name, Branch Name and Account Number for online transfer or MFS type and number.

Please note all details about the refund policy are also available on our website. Please visit www.RealVUbd.com/refund-policy

 

Will it be possible, if I don’t want to take the refund amount now & want a discount at the time of your re-launch?

Currently the RealVU service is being discontinued and the Company is honoring the regulatory refund process. It is to your benefit to complete this process. Through the completion of this process you will become eligible for a reward. This reward can be availed during the first month of the re-launch and the company will contact you for the same. Completion of the refund process is a must in order to be eligible for the reward.