Questions before you order are genuinely welcome, and they are cheaper for everyone than a correction afterwards. Questions once you are running are welcome too. A little detail in the first message saves a round trip.
Tell us which screen you are asking about, which line-up it is set up with, and what you were doing when the thing you are describing happened. If it is a planning question instead, tell us how many screens are involved and roughly how your household watches. Most slow exchanges are slow because the first message said it is not working and nothing else.
You do not need to write in English to be understood, and you do not need to wait for the household member who does. Messages are answered in English and Arabic. Write in whichever one you would use to explain the problem to a friend, because that is the message that contains the useful detail.
If the whole decision hangs on one particular channel, ask about it before ordering rather than after. The same goes for an unusual setup: an odd set-top box, a household spread across two addresses, a screen count you are not sure about. These are two-minute questions in advance.
Send the order details, what you expected, what you are seeing instead, and which screen it is happening on. Say which fixes you have already tried, because that removes a whole round of questions. Expect the first reply to ask for detail rather than agreeing or refusing straight away: a good share of these turn out to be one screen, one channel or one app, and those are repairable in an afternoon. Where the real problem is a screen count that was set too low, the answer is another line rather than an adjustment to the one you already have, since that one is doing what it was bought to do.
If a screen that used to work has stopped, you will usually get there quicker by reading than by writing. The symptoms are documented on trexiptv.forum, sorted by what you are seeing rather than by product, and most of the common ones have a fix you can apply in a couple of minutes without waiting for anyone.
Yes, and it is the better time to ask. Working out your screen count or checking a line-up beforehand takes one short exchange; correcting an order afterwards takes several.
Whichever you think in. English and Arabic are both answered, and a clear message in your own language is far more useful than a careful one in a second language.
Name the channel you were expecting and the screen it was meant to be on. It may sit in one of the other line-ups, in which case the conversation is about correcting the choice rather than undoing the purchase.
Once you know how many screens and which line-ups, setting it up takes about a minute.
