Frequently Asked Questions

Phone: 0044 2031 373917

Other services available (New, Dealer, Technical, etc.) — 24/7 support.

THIRAI needs only an enabled internet connection with UNLIMITED traffic and a connection speed of minimum 2 Mbps per second. To avoid delayed display and hang-ups while watching, make sure your internet speed is stable.

Each THIRAI subscription can be used with one device per single subscription.

You can test the speed of your internet connection using: www.speedtest.net

A sufficient result is more than 2 Mbps. If you receive a result below 2 Mbps, we cannot assure you uninterrupted broadcasting. Try to make a speed test several times a day to ensure a secure connection.

THIRAI can be connected either by Wireless (WiFi/WLAN) or Wired connection. HDMI cable can be connected to a flat screen TV to get the best picture quality.

We do not provide such offers, except possibly in some special cases. If any client receives a discount in certain situations, the customer can buy and resell to third parties as a mediator.

Each TV requires an individual subscription. If you try to enter the same code to activate another device, the signal for the original device will be lost and may cause malfunction. While using multiple devices, your internet connection must be sufficient for all of them.

THIRAI makes setup easy — simply connect the HDMI or AV cable and your internet to the device. You can contact our customer support team at any time (24/7) and they will guide you through the setup.

You can contact our Customer Support agents anytime and inform them of your friend's details. They will register your friend as a THIRAI customer.

The company management does not contact customers directly. You can send your request to our email address (general@thirai.tv) and our team will contact you as per your request.

We reserve the right to change the list of channels included in the package. We can also add channels to the package — any added channels will appear on your device automatically.

If the receiver was bought less than 1 year ago, it can be repaired under warranty. If you purchased from a dealer, contact the dealer first — they will help repair or replace the damaged receiver.

If the dealer cannot resolve the issue, contact our Customer Support. Our agents will provide further instructions.

If your receiver is more than 1 year old, please contact our Support Hotline for paid repair options.

If you have purchased a monthly or annual subscription by paying the full amount in advance, the subscription starts at the time of activation. If you do not use the subscription immediately, it does not expire prematurely. You can also purchase a THIRAI subscription "in reserve" for future use.

Our customer support agents will contact you before your subscription end date to remind you. You can then proceed to purchase a new subscription for the next year (annually).

During credit card payment you will receive an order confirmation, but the order will be cancelled as unpaid if there is any problem with the payment. Please try placing a new order. If that also fails, choose a different payment method or contact our Customer Support agent.

For card payments, the receiver will be dispatched after invoice payment confirmation. For bank transfers, the receiver will be dispatched after the amount is received in our account.

Delivery to UK customers typically takes 4–5 days. For other countries (Germany, Switzerland, Italy, France, Canada, etc.) delivery may take 1–2 weeks.

Your subscription starts after receiving the THIRAI device.

You can write to us regarding any change of data at general@thirai.tv or contact our customer support agents at any time.

First, check your internet connection speed at www.speedtest.net. If no server shows normal speed, the problem may be with your internet line. If your internet speed is fine, please contact our Technical Support Team at any time (24/7).

This happens due to one of the following reasons:

• Incorrect Activation Code entered
• The subscription duration has expired — you need to purchase a new subscription through our store or a dealer
• Access has been suspended due to insufficient balance in your account — the required information will be sent to your email address

If you have further questions, please contact our Customer Support.

Restart all equipment. Turn off the receiver, then the modem or router. Then turn everything back ON in reverse order with a 5–10 minute interval between each device. If the problem persists after restarting, please contact our Technical Support team.