Help & Support

Setting up my digital TV devices

Before you begin any upgrade, it's important to know what you have to work with and what you're hoping to achieve - it's the same with upgrading to digital TV with Freeview_®. 

Before buying or setting up, it's important to get to know:

• Your existing TV equipment (remember to check what antenna you have)
• Your coverage & what channels you'll get on the two available Freeview services
• Exactly what is required to upgrade to digital TV with Freeview
• Where you can get what you need

So, if you haven't already, we encourage you to:

1. Use the Freeview Set Up Wizard to guide you on this journey!

2. Always do a Freeview coverage check to see what Freeview service is available at your place (this is included in the Set Up Wizard)!

3. Discover the available resources on this site & in the viewer community!

Set Up Guidance if you already have the right antenna

Setting up Freeview is relatively simple if your property, like the majority of New Zealand homes, is already equipped with a working satellite dish or UHF aerial.

Here are some free resources to help you set it up, should you need it:

1. Watch the How To videos for guidance on how things should work;

2. Refer to the Product Manual that's included with your new digital TV device for product-specific instructions - it's important you read the manufacturer's Product Manual so you can get the most out of your new digital TV device!

3. You can also join the Freeview forum for further assistance from other viewers.

If you believe that your device isn't working according to design, please first check for solutions in the Product Manual and contact the manufacturer of the device if you can't resolve the problem.

Set Up Guidance if you don't have the right antenna

If you do not have a satellite dish or UHF aerial, or are unsure whether yours is in working order, we recommend you contact an installer for a quote on a complete installation.

All installers operate independently of Freeview, rates will vary and some offer finance options - so we provide a free directory service to help you choose the best one in your area for your needs.

Further guidance

Please feel free to post queries on the Freeview forum.

Record what's on

MyFreeview is recommended if you'd like to record digital TV with ease.

Please refer to the digital recording FAQ on what you need to know about recording digital TV.

You can also visit the Freeview forum for further assistance from other viewers.

Qs about Digital TV Devices

Freeview does not manufacture, distribute or install any digital TV products. As the leading free digital TV & radio service for New Zealand, we test & approve products that meet with NZ broadcasting technical standards and these are licensed to use the Freeview logos.

For queries about your digital TV products or replacement parts, we recommend you contact the manufacturer of your device. Their technical experts will be able to provide you with product-specific support.

To contact the manufacturer of a Freeview approved receiver or recorder, find your product or brand in the Freeview Approved Products List. Technical support email and phone numbers are listed next to each product.

Queries & feedback on programmes/channels

There are two Freeview distribution platforms or services:

• Freeview Satellite (received via satellite dish)
• Freeview|HD (received via UHF aerial).

The channels available to you depend on which service you've got as well as your location within New Zealand.

Please see here for the most up-to-date listing of channels available via each of the two services and in cities / regions across New Zealand.

Freeview:

• Does not create or control any content;
• Does not restrict the platforms - either Freeview Satellite or Freeview|HD - through which certain channels are accessed;
• Does not choose to restrict channel / content within certain areas in New Zealand.

These decisions are made by the broadcasters, based on a number of factors such as viewership numbers, demand, viewer demographics and transmission costs.

While we appreciate your feedback around programmes available via Freeview, we do not have any influence to make changes to the content available to you.

Your comments are valuable to broadcasters responsible for providing content. Hence it is best to contact the broadcaster(s) in question to inform them of your views so future consideration may be made.

More about the Digital Switchover

Information about the New Zealand Digital Switchover can be found here or on the Going Digital website.

And if you have any queries or feedback around this national initiative, please contact the Going Digital team.

Blocks on the screen / "No Signal" message - How can I fix this?

In the majority of cases, pixelating pictures ("blocks on the screen") or a "No Signal" message from time to time are symptoms of reception issues.

Reception problems can be caused by:

• Fault with the antenna, for example:
• • UHF aerial is incorrectly aligned or obstructed
  • Satellite dish is incorrectly positioned or obstructed
  • Corrosion in parts of the antenna due to constant exposure to the elements;
• Fault with the cabling or connections, for example:
• • Loose connections from the antenna cable to the TV;
• Product fault or misuse
• • You may wish to contact the manufacturer of your device to check, for example, does your product has the latest firmware upgrades?

There is essential maintenance carried out on the network from time to time, which may have a temporary impact on signal levels. However these are usually scheduled between midnight and 6am to avoid causing disruptions to your viewing and you can find information about all projects that may affect the network status here (information as provided by the Transmission Providers).

If you have regular reception issues your antenna system should be checked.

Freeview is not a manufacturer, retailer or installer of digital TV products and therefore cannot provide specific advice on addressing reception issues in your home.

However, we do have troubleshooting FAQs which you can try at home. These take you through a process to identify the possible causes and resolve the issues.

You can also visit the Freeview forum for further assistance from other viewers.

Our recommendation is to contact a local installer in your area who can provide on-site diagnosis and fix. A free online directory is provided, where you can find a local installer. It's best to ring around for a few quotes.

Alternatively you can contact Clearvision Communications, a Freeview accredited installation partner, for a quote.

I'm an installer. How can I get listed on this website? Can I use Freeview logos/trademarks?

Freeview_® is not a provider of installation services; however we do provide a free listing for installers of Freeview approved products on our website, so that viewers requiring installation assistance can have ready access to your services.

Please forward a copy of the completed & signed Installer Details & Declaration Form to be added to our Installer Directory.

Please note that inclusion in the Freeview Installer Directory does not warrant use of the Freeview logos or trademarks as part of any business collateral, advertisements or promotion materials.

Only a Freeview Accredited Installation Services Provider or Freeview Accredited Retailer Partner can apply the Freeview logos and trademarks. It is acceptable however to use in your marketing copy that you install Freeview as a service.

For details on applying to become an accredited installer please refer to Freeview Accreditation Requirements.

Manufacturers of digital TV devices: Getting Freeview Approval for your product

Freeview_® does not manufacture digital TV devices, but to ensure compatibility with Freeview transmissions in New Zealand, a rigorous testing & approval procedure is applied to digital TV devices such as:

• Freeview_® digital receivers
• MyFreeview_® digital recorders
• TVs with Freeview|HD_® built-in

Only Freeview approved digital receivers can carry the Freeview logo & trademarks, and only approved digital recorders can carry the MyFreeview logo & trademarks.

Approval Process

1. Testing of MHEG, SI and SSU carried out DTG or DTV-Labs
2. Freeview carry out field trials and retain sample for receiver farm
3. Certification agreement is mutually signed with approved models listed
4. Approved products are added to the Freeview website
5. Freeview logos may be used on products and in marketing material
6. Retailers can stock products

Freeview retains the sole right to certify products. The test houses/labs listed above only provide test reports and do not apply the certification.

For more details on New Zealand specifications for digital TV equipment as well as getting approval for your product, please see the Equipment Supply Chain page or contact us.

How to start a new TV/radio station on Freeview?

Freeview_® welcomes interest from existing broadcasters and new entrants to digital broadcasting in New Zealand.

As an open access television, radio, and data broadcast platform services provider, Freeview does not create content or influence programming decisions.

Freeview's aim is to ensure equitable access for existing broadcasters and new entrants on open, fair, transparent and non-discriminatory terms.

As a broadcaster, you can choose whether to distribute your content on Freeview Satellite, Freeview|HD, both or via the internet using the MHEG Interaction Channel. A broadcaster is responsible for their own transmission costs, play out costs as well as any Freeview service fees that will apply.

For content distribution criteria, entry & exit procedures, service fee ratecard, EPG allocation as well as other information, please refer to the Freeview Code of Practice for Service Providers (or Channel Partners) - your guidelines to processes and costs involved in setting up and running a new channel.

If you wish to discuss the possibility of setting up a new channel after consulting the Freeview Code of Practice, please feel free to contact us.

Media Enquiries

Doing a story or writing an article on Freeview? Find our press releases and media contacts here.

Sponsorship Request

Thank you for considering Freeview_® as a potential sponsor for your initiative. We appreciate the time and effort taken to pull together your proposal.

As you might imagine Freeview receives a large number of sponsorship requests for worthy causes and while we would love to support each one, this is not possible.

Freeview is a not-for-profit organisation and does not manufacturer or sell Freeview equipment. We promote the benefits of digital free to air TV & radio services and must focus our resources on the scheduled digital switchovers across New Zealand so that all Kiwis can continue to have access to free-to-air content.

In the lead-up to and during the digital switchovers, we must regrettably decline sponsorship requests.

We wish you every success with your initiative and thank you again for considering Freeview.