How can we help you today?

How to Set Up Your StarHub TV+ Pro


Top FAQs


1
Getting Started with StarHub TV+.

To setup your StarHub TV+ Pro for the first time, you can refer to the Quick Start Guide included in the package and follow the installation steps accordingly.


2
How do I get access to Mediacorp Free-to-air channels via StarHub TV+ Pro?

To enjoy free-to-air channels on your StarHub TV+ Pro, you will need to download the meWATCH app from the Google Play Store.


3
How do I log in to StarHub TV+ Pro?

You will need to have a Hub iD to log in to the StarHub TV+ Pro. To set up a Hub iD, refer to the next FAQ.


Login with QR Code

TVplus FAQ_5b.png


Step 1: Login to your StarHub TV+ app with your Hub iD and Password.


Step 2: Go to More > Pair with your TV.


Step 3: Allow the StarHub TV+ app to access your phone camera (for the first time).


Step 4: Scan the QR code shown on the TV screen.



Step 5: Press "OK" upon successful pairing.


Note: If you are unable to see the Pair with your TV option, please update your StarHub TV+ app to the latest version via the App Store or Google Play Store.


Login with On-Screen Keyboard


Step 1: Select “Login with Hub iD” option.



4
How do I set up my Hub iD?

Check if you have an existing Hub iD, otherwise please create an email address to set up your Hub iD account.

To create a Hub iD, simply scan this QR code.

Set up my Hub iD 1

Or visit starhub.com/hubid-signup Enter your email address, password and mobile number. Check the box beside "I’m not a robot". Then select "Next".



Enter the verification code that was sent to your mobile number via SMS. Then select "Next".



When you see this screen, you have completed the Hub iD creation.



For Hub iD assistance, you can send an email to hubidsupport@starhub.com.


5
My StarHub TV+ Pro is not working or responding. What should I do next?

Please reboot your StarHub TV+ Pro by powering off and on the power supply to try again.


Ensure that you are running on the latest software version. If the issue persists, you can visit our StarHub Shops (Jurong Point, Nex, Tampines, Plaza Singapura) for an 1-1 exchange.


If your StarHub TV+ Pro is exhibiting other symptoms, you can refer to the other help articles in the Troubleshooting Guide section.


6
How do I pair my remote control?

To pair your remote control, simply follow the steps below:


Step 1: Insert the 2 AAA batteries provided into the remote control.


Step 2: Once the StarHub TV+ Pro is powered on, follow the on-screen instructions to pair your remote control. Press the numeric buttons (1) and (3) and release them when the remote control Green LED is lit.


 

Step 3: Once pairing is successful, you will see this screen.



7
I have issues using the Remote Control. What should I do next?

Try to remove and re-insert the batteries and try again. If the low battery indicator is lit, replace your batteries.

 


If the issue persists, you can visit our StarHub Shops (Jurong Point, Nex, Tampines, Plaza Singapura) for an 1-1 exchange.



Getting Started and Connectivity


1
How do I get started on my StarHub TV+ Pro?

To set up your StarHub TV+ Pro for the first time, you can refer to the Quick Start Guide included in the package and follow the installation steps accordingly.


2
How do I determine that the position of the StarHub TV+ Box is suitable for wireless connection?

Ideally, the StarHub TV+ Pro should not be more than 1 room away (1 wall apart) from your current router position. After setting up, you can check the connection status by going to Settings > System > Network and Internet.


Select your Wi-Fi connection and check your Signal Strength.


If your streaming experience is not ideal, you can try to re-position your router or consider additional units of Smart WiFi to improve your home WiFi coverage.


For StarHub Fibre Broadband customers, you may consider purchasing additional Smart WiFi units to improve your Wi-Fi coverage. For more details, please visit this link.


3
How do I log in to StarHub TV+ Pro?

You will need to have a Hub iD to log in to the StarHub TV+ Pro. To set up a Hub iD, click here.


Login with QR code


TVplus FAQ_5b.png


Step 1: Login to your StarHub TV+ app with your Hub iD and Password.


Step 2: Go to "More" > "Pair with your TV".


Step 3: Allow the StarHub TV+ app to access your phone camera (for the first time).


Step 4: Scan the QR code shown on the TV screen.


 

Step 5: Press "OK" upon successful pairing.


Note: If you are unable to see the Pair with your TV option, please update your StarHub TV+ app to the latest version via the App Store or Google Play Store.


Login with on-screen keyboard

Step 1: Select “Login with Hub iD” option.


 

4
I am unable to log in on the StarHub TV+ Pro to access my subscription. What should I do?

Please ensure that your StarHub TV+ Pro software is up to date.


At the login screen, navigate to "Settings" and go to Device Preferences > About > System update > Check for update. You will be notified of any new software update if it is available.


If you can log in to the StarHub TV+ app but unable to do so with the same Hub iD and password, please contact StarHub for further assistance.


If you forgot your Hub iD or password, you can reset it any time at this link.


5
How do I get access to Mediacorp free-to-air channels via StarHub TV+ Pro?

To enjoy free-to-air channels on your StarHub TV+ Pro, you will need to download the meWATCH app from the Google Play Store.


6
What is the recommended internet speed I should have to run the StarHub TV+ Pro smoothly?

The recommended internet connection speed for High-Definition (HD) or Ultra HD (4K) content would be 10Mbps or 25Mbps respectively.


For Wi-Fi connections, connect to the 5GHz Wi-Fi network if supported by your Broadband Router as streaming quality may be affected if the Wi-Fi signal strength is weak.


For a better streaming experience, it is recommended to use a wired connection using an Ethernet cable.


7
What is the maximum display output of the StarHub TV+ Pro?

The StarHub TV+ Pro supports TV signals of 50Hz frequency and up to Ultra HD (4K) video resolution but is subject to content availability and your available internet connection speed.


8
Does the StarHub TV+ Pro support HDMI outputs for computer monitors or projectors?

The StarHub TV+ Pro only supports HDMI output to High-bandwidth Digital Content Protection (HDCP) compliant TV sets for content copyright protection.


9
Does the StarHub TV+ Pro support HDMI-CEC?

S/N

User Action

Expected Behaviour

1

When you switch on your StarHub TV+ Pro

Your TV set will be automatically switched on.

2

When you put your StarHub TV+ Pro on standby.

Your TV set will not be automatically switched off.

3

When you switch on your TV set.

Your StarHub TV+ Pro will be automatically switched on.

4

When you switch off your TV set.

Your StarHub TV+ Pro will be automatically put on standby.


If you are encountering a black screen or flashing screen on your TV, the HDMI cable or the HDMI-CEC functionality of the StarHub TV+ Pro may not be compatible. Please refer to your TV manufacturer guide on how to disable HDMI-CEC in your TV settings.


10
Will the StarHub TV+ Pro count towards the limit of 2 concurrent streams and 5 registered devices?

No, the StarHub TV+ Pro comes with its dedicated streaming capacity and does not count towards the limit of 5 registered devices.


11
I have activated the Parental PIN in the StarHub TV+ Box / StarHub TV+ App, do I need to repeat the same for the StarHub TV+ Pro?

No, the Parental PIN is synchronized to your TV subscription.


If you have different TV subscriptions for your StarHub TV+ app and StarHub TV+ Pro, you will need to set up a different Parental PIN.


12
How do I change or reset my Parental PIN?
Change Parental PIN:

Step 1: Go to My Account > Parental Control and select the “Change PIN” option.

Step 2: Enter your existing Parental PIN and click "Next".

Step 3: Enter your new Parental PIN and click "Next".

Step 4: Re-enter your new Parental PIN and click "Confirm".


Reset Parental PIN:

Step 1: Go to My Account > Parental Control and select the “Change PIN” option.

Step 2: Select “Forgot Parental PIN?” and a new Parental PIN will be sent to your registered Hub iD email.

Step 3: Enter the Parental PIN (provided in the email) and click "Next".

Step 4: Enter your new Parental PIN and click "Next".

Step 5: Re-enter your new Parental PIN and click "Confirm".

13
I have created an R21 PIN in the StarHub TV+ Box / StarHub TV+ App, do I need to repeat the same for the StarHub TV+ Pro?

No, the R21 PIN is synchronized to your TV subscription.


If you have different TV subscriptions for your StarHub TV+ App and StarHub TV+ Box, you will need to set up a different R21 PIN.


14
How do I change or reset my R21 PIN?
Change R21 PIN:

Step 1: Go to My Account and select the “Change R21 PIN” option.

Step 2: Enter your existing R21 PIN and click "Next".

Step 3: Enter your new R21 PIN and click "Next".

Step 4: Re-enter your new R21 PIN and click "Confirm".


Reset R21 PIN:

Step 1: Go to My Account and select the “Change R21 PIN” option.

Step 2: Select “Forgot R21 PIN?” and a new R21 PIN will be sent to your registered Hub iD email.

Step 3: Enter the R21 PIN (provided in the email) and click "Next".

Step 4: Enter your new R21 PIN and click "Next".

Step 5: Re-enter your new R21 PIN and click "Confirm".


Viewing and Set-Top Box Features


1
How do I navigate the new User Interface?

The User Interface can be navigated primarily using the D-Pad (Up / Down / Left / Right) on the remote control and the OK button for selection or confirmation.


The Main Menu is organized into the following main sections for easy navigation:

  • Home
  • Guide
  • On Demand
  • Apps & Games
  • Store


The Secondary Menu has 3 functions:

 

  • Search (Google Assistant or Keyboard Search)
  • Settings
  • System Notifications


2
How do I start to view Live TV channels?

Simply follow one of the 3 options below:

  • Enter the 3-digit channel number directly on the Home Screen or any part of the StarHub TV+ interface.
  • Navigate to Guide on the Main Menu and select a channel to start viewing.
  • Press the Live TV button on the remote control.

3
How do I start to view On Demand programmes?

Simply navigate to any genre rail on the Home Screen or On Demand on the Main Menu to select a programme to start viewing.


4
How do I toggle multi-language audio or subtitles?


Step 1: Press "OK" and select the “Audio & Subtitles” option.

Step 2: Select the available Audio track and/or Subtitle track.

Step 3: Select "Apply" to this show or all shows to confirm.


Please note that multi-language audio and subtitles are available for selected programmes only.

5
How do I change the Show Info language to Chinese?

Step 1: Go to Settings > StarHub TV+ App.


Step 2: Go to Language 语言 and select 中文.


Step 3: The app will restart after 3 seconds, and the user interface language will be in Chinese.


6
How do I search for TV Shows and Movies on the StarHub TV+ Box?

Step 1: Go to "Search" (Magnifying Glass icon) under the Secondary Menu at the top left corner of the screen and press "OK".


Step 2: Select the Keyboard Search option.


Step 3: Enter the title of the programme you want to watch using the on-screen keyboard.


7
How do I resume my last watched channel?

You can press the Live TV button on your remote control to tune to your last watched channel or press the "Back" button on your remote control from the Home Screen.


8
How do I resume my last watched programme(s)?

You can find your last watched programme(s) under the “Continue Watching” rail on the Home screen. Select the programme you wish to watch and click "Resume".


9
How do I add a favourite channel?


Step 1: Press "OK" on the Live TV channel you wish to add and select “Info”.


Step 2: Select “Add to favourites” and press "OK". Your favourite channels will appear under the “Favourite Channels” rail on the Home Screen.


10
How do I add a TV Show or Movie to my Watchlist?


Step 1: Select the TV Show or Movie you wish to add to your Watchlist.

Step 2: Select “Add to Watchlist” and press "OK". Your Watchlist will appear under the “Watchlist and Rentals” rail on the Home Screen.

11
What is the Time-Shift TV feature about?

Instead of a recording function, the Time-Shift TV allows you to navigate through the TV Guide to watch programmes that have aired in the last 24 hours. If you have tuned in to a programme in the middle of its airing, you will also be able to “Start Over” from the beginning. It’s better than taking the trouble to personally record your shows!


Please note that Time-Shift TV is available only for selected channels. For the list of channels, please visit this link.


12
How do I use the Time-Shift TV feature?

Step 1: Go to Guide and select a Time-Shift TV channel. Time-Shift TV channels are denoted with the  icon.

Step 2: Press the "Left" arrow button to scroll through the programmes that have aired within the past 24 hours.

Step 3: Press "OK" to view the Time-Shift programme. You can rewind or fast-forward to any point within the programme like an On Demand TV Show or Movie.

13
How do I use the Start Over feature?


Step 1: If the Live TV programme you are currently watching supports Start Over, you will be able to select the  icon.

Step 2: Press "OK" to Start Over from the beginning of the Live TV programme. You can rewind or fast-forward to any point from the beginning till the current airing time.

14
What does the “Crown” icon mean on StarHub TV+?

The “Crown” icon denotes a channel or content that you are not subscribed to at the moment. If you wish to watch the channel or content, simply press "OK" to subscribe.


15
Can I download content for viewing later?

No, the StarHub TV+ Pro does not support offline viewing.


16
What Parental Controls are available on the StarHub TV+ Box?

You can enable the following Parental Controls with a Parental PIN:

  • Restrict Purchases
  • Restrict Viewing by Content Advisory Rating
  • Restrict Viewing by Channel

17
How do I access Movies For Rent and Shows on Demand on the StarHub TV+ Box?


Step 1: To access Movies for Rental services, go to On Demand > Movies.

 

Step 2: Select the programme you wish to rent and press "OK".


Step 3: Follow the on-screen instructions to complete your transaction. The programme will play immediately once the transaction is successful.


18
Is the “Playlist Channel” feature available on StarHub TV+ Pro?

The Playlist Channel feature is currently not available on the StarHub TV+ Pro. Stay tuned for new updates.

TV+ Pro Speakers


1
Do the StarHub TV+ Pro speakers support different audio modes?

Yes, the StarHub TV+ Pro speakers support 6 different ambience pre-sets.

  • Movie (Default)
  • Music
  • Game
  • Night
  • Voice
  • Sport


To select  your preferred ambience pre-set, follow these steps:


Step 1: Go to Settings > System > More settings > Device Preferences > Display & Sound.

 

Step 2: Go to Audio Preferences > Ambience preset.

 

Step 3: Press "OK" to see the list of pre-set and select your preferred option.


2
Can I connect to the StarHub TV+ Pro as a Bluetooth speaker?

We are working on this feature and will update when it is ready. Stay tuned.


3
Can I use my own soundbar or home theatre system instead of the speakers on the StarHub TV+ Pro?

Yes, you can do so by disabling the speaker output by following these steps:


Step 1: Go to Settings > System > More settings > Device Preferences > Display & Sound.

 

Step 2: Go to Audio Preferences and press "OK" to enable “Audio output via HDMI”.



Managing Your Subscriptions


1
How do I subscribe to additional TV+ Passes or Add-On Channels / Packs / Apps?
Via Store

Step 1: Go to Store and select the TV+ Pass or Add-On you wish to subscribe.

Step 2: Press "OK" to confirm your subscription.


Via Live TV

Step 1: Tune to the channel you wish to subscribe to and select the relevant Pack.

Step 2: Press "OK" to confirm your subscription.

2
How do I manage or modify my current StarHub TV+ subscription?
To manage or modify your current StarHub TV+ subscription, please download My StarHub App from the App Store or Google Play Store.


Google and Android TV Services


1
How do I download apps from the Google Play Store?

Step 1: Go to Apps & Games and launch the Google Play Store app.


Step 2: You can search or browse for apps or games to download.


You will need to login with your Google account to download apps from the Google Play Store. Please note that StarHub does not ensure third-party app compatibility with the StarHub TV+ Pro.


2
How do I use the Google Assistant?

To access Google Assistant, go to Settings > System > More settings > Device Preferences > Google Assistant. Press "OK" to enable if it is not turned on.


StarHub TV+ Pro allows you to use the Google Assistant hands-free via voice or through the Google Assistant button on the remote control. Simply say “Ok, Google” followed by the action you wish to perform.


Examples of What You Can Ask:

  • Video clips: Play cat videos
  • Apps: Open YouTube
  • Search: Search for sitcoms
  • Info: Tell me about Game of Thrones


Do note that you will need to login with your Google account to enable certain functionalities. For more information, you can refer to: https://support.google.com/assistant/?hl=en.


3
Can I mute the microphones for Google Assistant?

Yes, simply toggle the mute switch on top of the StarHub TV+ Pro and the red LED on the mute switch should lit up. You should be able to see the 4 LEDs on the front change to orange.


4
How do I use the Chromecast function?

To use the Chromecast function, the app on your mobile device, tablet or computer will need to be Chromecast-enabled.


Step 1: Ensure that your mobile device, tablet or computer is connected to the same Wi-Fi network as your StarHub TV+ Pro.

Step 2: Locate and tap the Cast button on the app and select your StarHub TV+ Pro (Sagemcom VSB 393) if you did not change the name in Android TV settings.

Step 3: Once you are connected, the video will be casted on your TV.

Step 4: To stop casting, tap the Cast button > Disconnect.

For more information, you can refer to: https://support.google.com/androidtv/answer/9397760?hl=en&ref_topic=6121131


5
How do I use the Screen Casting function?

You can refer to this article on the steps to cast your screen from your Android device: https://support.google.com/chromecast/answer/6059461?hl=en-SG


The Screen Casting function is only supported on Android devices running Android 5.0 or higher. Note that some devices may not be optimized for screen casting.


Software Updates


1
How do I check and ensure my StarHub TV+ Box is updated?

For Android TV Version 11:


Go to Settings > System > More settings > Device Preferences > About > System update > Check for update. You will be notified to install the new software update when it is made available.


Troubleshooting Guide


1
My StarHub TV+ Pro is not working or responding. What should I do next?

1. Please reboot your StarHub TV+ Pro by powering off and on the power supply to try again.


2. Ensure that you are running on the latest software version. If the issue persists, you can visit our StarHub Shops (Jurong Point, Nex, Tampines, Plaza Singapura) for an 1-1 exchange.


3. If your StarHub TV+ Pro is exhibiting other symptoms, you can refer to the other help articles in this section.


For further assistance, chat with us on Facebook or WhatsApp.


2
I am encountering a black screen on my TV. What should I do next?

Please ensure that the HDMI source on your TV is selected correctly and your StarHub TV+ Pro is powered on. Try to disconnect the HDMI cable and reconnect to try again. If the issue persists, try to connect using another HDMI cable to determine if it is a faulty cable issue or attempt to switch to another HDMI port on your TV set.


If your TV supports HDMI-CEC, you will need to disable this function in your TV settings. Please refer to your TV manufacturer guide on how to disable HDMI-CEC in your TV settings.


Note that HDMI-CEC is marketed as the following:

  • Samsung – AnyNet+
  • LG – Simplink
  • Sony (Android TV) – Bravia Sync


If the issue persists, you can visit our StarHub Shops (Jurong Point, Nex, Tampines, Plaza Singapura) for an 1-1 exchange.


3
My StarHub TV+ Pro is stuck at the StarHub login screen after powering up. What should I do next?


If Your StarHub TV+ Pro is Connected via Wi-Fi:

  • Step 1: Select “Open Settings”, go to Network & Internet and check the Wi-Fi status.
  • Step 2: Toggle Off and On the Wi-Fi connection to reconnect.
  • Step 3: Once Wi-Fi is connected, select the "Restart" option to reload the interface.


If Wi-Fi cannot be reconnected, please check your Internet connection and set-up.


If Your StarHub TV+ Pro is Connected via Ethernet (cable not included):

  • Step 1: Check that your physical cable connection is tightly secured, if not disconnect and reconnect the cable.
  • Step 2: Select “Open Settings”, go to Network & Internet and check the connection status.
  • Step 3: Once Ethernet is connected, select the "Restart" option to reload the interface..

4
I am having audio issues with my StarHub TV+ Pro. What should I do?

Here are some things you can do if you're experiencing audio issues:

  • Check if the volume is muted using your StarHub remote control.
  • Re-adjust the volume level using the Vol Up and Down buttons on your remote control.
  • Restart the StarHub TV+ Pro to see if the speakers have resumed to normal.

If the issue persists, please visit our designated StarHub shops (Jurong Point, Nex, Plaza Singapura or Tampines Mall) for a 1-1 replacement.


5
I have issues using the Remote Control. What should I do next?

Try to remove and re-insert the batteries and try again. If the low battery indicator is lit, replace your batteries.

 


If the issue persists, you can visit our StarHub Shops (Jurong Point, Nex, Tampines, Plaza Singapura) for an 1-1 exchange.


6
How do I re-pair the Remote Control to the StarHub TV+ Box?


To re-initiate pairing, press and release the Bluetooth (BT) button on the back of the StarHub TV+ Pro. Follow the on-screen instructions to pair your remote control again.


7
I am experiencing poor Wi-Fi connection on my StarHub TV+ Pro. What should I do?

Ideally, the StarHub TV+ Pro should not be more than 1 room away (1 wall apart) from your current router position. After setting up, you can check the connection status by going to Settings > System > Network and Internet.


If your streaming experience is not ideal, you can try to re-position your router.


For the best Wi-Fi performance, use the 5GHz band on your wireless router if supported. Also, do not place the StarHub TV+ Pro in a cabinet as it may impact Wi-Fi signal strength.


If you continue to encounter Wi-Fi network issues, ensure that your Internet connection is working properly or try to reboot your modem/optical network terminal and router. A wired connection using the Ethernet cable (not included) is recommended in this case.


For StarHub Fibre Broadband customers, consider purchasing additional Smart WiFi units to improve your WiFi coverage. For more details, please visit this link.


8
Why is my voice not registering when I am using the Google Assistant?

Please check and ensure that the volume is not “mute” when you are speaking to the Google Assistant.


9
Does Google Assistant support Singlish or other languages other than English?
You can refer to this article for more information:

10
Why is the app I downloaded from Google Play Store not working?
The app you have downloaded may not be optimized for the StarHub TV+ Pro.

Please contact the app developer directly for more information.


Device Support


1
My StarHub TV+ Pro is not working out-of-the-box. What should I do?

If your StarHub TV+ Pro is not working out-of-the-box within the first 14 days, you can contact our customer service for an 1-1 replacement via delivery to your home address.


Alternatively, you can visit any one of the following StarHub Shops:

  • Jurong Point
  • Nex
  • Plaza Singapura
  • Tampines Mall

2
My StarHub TV+ Pro or Remote Control is faulty. Where can I do a 1-1 exchange?

You can visit any one of the following StarHub Shops:

  • Jurong Point
  • Nex
  • Plaza Singapura
  • Tampines Mall


If your StarHub TV+ Pro is faulty, please remember to bring along the following:

 

  • StarHub TV+ Pro
  • Remote Control
  • Power Adapter
  • HDMI Cable


If your Remote Control is faulty, you will only need to bring the Remote Control.