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Frequently Asked Questions

What is Lebara Play?

Watch all the TV shows and movies you love with our new entertainment service – Lebara Play. Get the latest blockbuster movies, hit TV channels and thousands of shows, all available to enjoy in one place.

Watch Lebara Play

Stream the shows and movies you love from your mobile, tablet, laptop or via a set top box.

 

Android

Download Lebara Play for free from the Google Play store

We support most Android phones and tablets, running Android operating system 4.0 (Ice Cream Sandwich) and later.

Apple iOS

Download Lebara Play for free from the iTunes App Store.

  • iPhone:
  • iPad: 2, 3rd Gen, 4th Gen, iPad Mini
  • iPod touch: 5th Generation or later

All iOS devices are supported with iOS 7 or later.

PC or Mac

Go to play.lebara.com. Sign in, register, or skip and go straight to watch the free content.

  • Windows XP, Windows Vista, Windows 7, Windows 8
  • Windows 8 app for PC’s and Tablets (only responsive website)

 

Mac OSX 10.6 (Snow Leopard) or later

Desktop Browsers – Chrome 36+, IE 9+, Firefox 32+, Safari 6+ & Opera 12 – on Win XP +, Mac OSX, Linux OS

 

Set top box

Set up your Play set top box > get started > get connected > plug in > power up and start watching!

Device Management

How many devices can I have?

You can register three devices to your Lebara Play account, and watch content on two at the same time.

Add device
Add the device you want to watch Lebara Play on, and it’ll be registered automatically.

Remove device

  • Go to Settings > Device management >My devices
  • Click on the device you want to remove
  • Click on the Remove device button

Rename device

  • Go to Settings > Device management >; My devices
  • Select the device you want to rename
  • Press the name of the device (e.g. iPhone 5-2) to change the name

About Lebara Play set top box

What is a set top box?
A set top box is a device that enables a TV set to receive and play digital broadcasts. Connecting your Lebara Play set top box to your TV will allow you to watch your favourite shows and movies.

What do I get with the set top box?
You get the following kit – set top box, remote control, remote charging cable, HDMI cable, network cable and power adaptor.

Do I need anything else?

  • Broadband internet
  • A TV with an HDMI port

Set top box technical spec

OS Android OS Android 4.2
Video Resolution 720P, 1080I, 1080P, 4:3 and 16:9 video ratio
Network Ethernet Port RJ45 Interface 10M/100M adaptive
  Wi-Fi Build in Wi-Fi 2.4 GHz, 802.11a/b/g/n Broadcom AP6210
Connectivity HDMI HDMI1.4a, HDCP function Enabled
  SD Card SD card slot
  Ethernet RJ45
  USB 1 X USB 2.0
  Power DC IN
Other Input Voltage DC IN 12V/1A
  Power Consumption 8W Max when working, less than O.5W when standby
  Operation Temperature 0 – 40° C
  Product Dimensions 120mm*120mm*28mm
  Unit Weight 280g

 

Do I need a Lebara Play account?

You will enjoy a more personalized experience when you register for Lebara Play. Plus you’ll get a free premium movie, you can save movies to your watchlist, set reminders and more. However, you can skip straight to the free content without having to register or sign in.

 

Do I need a subscription to keep the set top box?

You can keep your set top box even if you cancel your subscription (you can renew it at any time).

 

Can I use the internet on my set top box?

No, that’s not possible.

 

Can I insure my set top box?

No, that’s not possible.

 

How to video guides

Set up your set top box using a network cable. Click here to watch.

Set up your set top box via Wi-Fi. Click here to watch.

Lebara Play set top box – remote control functions. Click here to watch.

Watch videos in Tamil.

 

Easy guide to setting up your Lebara Play set top box

Follow the instructions and you’ll soon be watching all the TV and movies you love.

 

Connect the power and HDMI cable. If you’re connecting to the internet with a network cable, insert the cable into the network port.

 

Choose your connected HDMI channel using your TV AV input setting.

 

Using the ON switch on the side, turn on the remote control. (Recharge your remote control by plugging it into the STB with the cable provided).

 

Choose system display language.

 

Choose how you want to connect.

 

If you’re connecting by Wi-Fi, select network and enter password.

The operating system will automatically update.

If you already have a Lebara account sign in with those details. If not, register to create a new account. (Lebara will email you a verification code, remember to enter the number to complete your registration process).

Select the premium package you want.

Press the blue button on your remote control to select your viewing preference.

Start watching! The home screen is where you’ll find TV channels and new movies. Explore using the navigation buttons on your remote control.

Watch Live TV by browsing TV channels on the home screen. Or select Live TV in the main menu for a full channel listing.

Watch films by browsing movies on the home screen, or select Movies in the main menu.

Use the Search button in the main menu to look for TV shows, movies and actors.

 

Pairing new remote with Lebara Play STB
  1. Hold the remote with keyboard side facing up.
  2. place the front of the remote on the top of the set top box.
  3. Press the “CAPS” button continuously until the red LED light starts blicking.
  4. Release the “CAPS” button when the red LED light stops blinking.
  5. Your remote is now paired with the set top box.

Can I buy a set top box in a store?

Buy a 12-month subscription from selected retail outlets and a set top box is included.

 

Set top box troubleshooting

Your set top box plays movies and TV shows, but the logos aren’t displaying

This issue affects BT customers in the UK only. Here’s what you need to do:

  • In a browser window, navigate to http://bthomehub.home.
  • Click Advanced Settings
  • Enter your password (this can usually be found on the bottom of the HomeHub router).
  • On the next page, you’ll see a prompt explaining that changing the setting is not needed for general use. Click Continue to Advanced Settings.
  • Select “Home Network”
  • Select “Smart setup”.
  • When you see “Enable smart setup” select No. (If it currently says “Yes”, make sure to change it to “No”.)

Getting started

  • First, make sure you have the kit – a set top box, remote controle, remote charging cable, HDMI cable, network cable and power adaptor
  • Check that your TV has an HDMI port
  • Set up your Play Set Top Box
  1. Get started: connect one end of the HDMI cable to your TV and the other end to your set top box
  2. Get connected: connect one end of the network cable to your set top box, and the other end to a free port on your modem/router
  3. Plug in: select the adaptor for your region and slide onto the power adaptor, connect the power adaptor to your set top box and plug in
  4. Power up: Switch the button on the side of your remote control to ‘ON’ press the Lebara Play ‘ON’ button on the remote control; Follow the easy set up process on screen – choose your language and how you want to connect to the internet – and start watching!

For the best quality home viewing experience, we recommend connecting via the network cable. Make sure the set top box is placed near to the TV, in an upright position, with no obstructions.

 

No picture?

  • Check that your TV is switched on, all cables are connected properly, and you have switched your remote control on
  • Make sure the input setting on your TV matches the input port the HDMI cable is connected to. Most TVs have an input/source button on the TV remote control to change video inputs

 

No sound?

  • Check all cables are connected properly and your TV is not on mute

 

Followed instructions and still can’t connect?

  • Check that your Wi-Fi signal is strong or your network cable is attached
  • If you have a Wi-Fi password, check that you entered it correctly
  • Make sure there’s no obstructions around the set top box
  • Reset the set top box. Press and hold the reset button on the back of the set top box for five seconds using a non-metallic object. This will restore the set top box back to its factory default settings. Repeat steps 1-4 of the set up process

 

 

Remote control not working?

  • Check that it’s charged. To fully charge, plug one end of the remote control charging cable into the remote control and the other end into the usb port at the back of your set top box
  • Make sure there’s no large objects in front of your TV
  • Move closer and point the remote control directly at your set top box
  • Make sure that the remote control is switched on

 

Pairing new remote control with Lebara Play STB

  • Hold the remote with keyboard side facing up
  • Place the front of the remote on top of the set top box
  • Press the “CAPS” button continuously until the red LED light starts blinking
  • Release the “CAPS” button when the red LED light stops blinking
  • Your remote is now paired with the set top box

 

Reset

On your set top box, go to Home button > Settings > go to Reset, and follow the prompts. This will restore your set top box to its factory settings.

 

Check for updates

Issues could occur because your set top box is not running the latest software. The set top box will display an automatic pop up when you need to update your software.

 

Why is there a USB port in the set top box?

Currently, the USB port is only used to charge the remote control. You can’t use it to play videos or music from an external storage device.

 

Can I play movies via the SD slot in the set top box?

The SD slot isn’t functional. you won’t be able to play movies on a SD card through the TV.

 

Warranty

Your set top box is in warranty for one year after purchase.

 

Replace faulty set top box

Before you think about replacing your set top box, first check everything is set up properly. If your set top box still isn’t working, contact us.

 

Set top box is damaged on arrival

Contact us at Lebara customer service, and we can organise a replacement.

 

Check whether your box is in warranty

Make a note of the serial number (you’ll find it on the underside of the set top box) and contact us. We can tell you if your box is still in the warranty period, and eligible to be replaced.

 

Buy a voucher

You can buy a voucher for Lebara Play at selected retails outlets in Canada.

 

Voucher number not valid

An invalid voucher number message means that the voucher number you’re applying to your Lebara Play account has either been used, expired or entered incorrectly. To make sure it’s been entered correctly, check the details and try again.

If you’re still seeing the message, check the terms and conditions at the bottom of the email that has the voucher code in it. Vouchers have various redemption/expiry dates, and your voucher number may have expired. If this has happened you won’t be able to get a replacement. If you’ve checked that you’ve entered it correctly, and your voucher number hasn’t expired, contact us.

If you’ve scratched off the voucher number and can’t read it, you’ll need to return it to the retailer to get a new one. All replacements and refunds are subject to the retailer’s policies.

My device is not supported (Android and iOS)

If you’re using an Android or iOS device and get the message: My device is not supported, this means that your device or operating system is not compatible with Lebara Play. This could be because the device has been modified, or it has been bought outside the list of countries where Lebara Play is available.

 

Buffering (All devices and set top box)

When you watch Lebara Play on your device or set top box you may get poor viewing quality – this is usually because of a poor internet connection. Make sure you’re not downloading something or are online on another device, as this can affect loading.

If that doesn’t work, quit and restart the programme that you’re watching.
If all else fails, press the reset button!

 

NEED HELP?  Contact our customer service team: +1-844-656-0529