Frequently asked questions








This page contains answers to frequently asked questions. The questions are divided into the following categories for your convenience:

General issues: contract, tariffs, payment;
Technical questions: communication, telephone line, ADSL modem;
IP- Television.

General issues — contract, tariffs, payment

How to change tariff plan?
Register as private or physical person?
an I block the service for the period of summer, business trip, vacation or etc. so as to prevent payment charge in my absence?
Can I control the volume of incoming information while working in Internet?
Can I stop the service for the definite time?
Is it required to inform «AZ-EVRO TEL» that I want to use the services of another Internet provider?
How much does it cost to shift one tariff plan to another?

Technical questions — communication, telephone line, ADSL modem

Is there possibility of quality deterioration of telephone communication while Internet connection via ADSL?
Does Internet access function when telephone is disconnected for non-payment?
If I move to another apartment do I need to repay for ADSL connection?
«ADSL» indicator (light) flashes on modem or is off. What to do?
Is it possible to use Internet and speak via phone simultaneously?
What does real speed of data transmission depend on?
Is working in Internet from several computers provided while ADSL connection?
Does telephone work when Internet is disconnected for non-payment?
What one should do if connection frequently disconnects?
What is splitter?
What should I have for ADSL connection?

IP- Television

Set-Top-Box AmiNet 110 is not loading?
TV is on, but channels do not show, just black screen. What is the problem?
What kind of modem is required for functioning of IP-TV and Internet?
Does the speed of information download in Internet change during simultaneous watch of IP-TV?
Is it possible to watch IP-TV and work in Internet simultaneously?
Is it possible to watch IP-TV on computer simultaneously?
There is not image on TV screen?
One of the channels stops working (problems with voice and image)?
Why does channels list and broadcast frequency change?
While watching IP-TV image permanently falls into small squares. What is this and how to solve?
Image on TV suddenly hanged-up during watching TV programs?
Amino device. AmiNET110 is not responding to pressing of remote control unit buttons.
Is Internet traffic is considered while watching IP-TV?


General Issues — contract, tariffs, payment

   How to change tariff plan?

Written application to Subscriber Department of «AZ-EVRO TEL» is required in order to change tariff plan at the following address: 3, Sh. Shamil str., Baku (near IcheriSheher subway).

Please be aware that request for tariff plan change made via phone is not considered.

   Register as private or physical person?

Please select how to register the contract: for private or legal person. Actually the services are not different however legal person has an opportunity to receive required accounting documents. This is very important if the documents are required for your company accounts.

   Can I block the service for the period of summer, business trip, vacation or etc. so as to prevent payment charge in my absence?

You can block Internet access service by writing the relevant application. If your subscriber number is out of Exchange 492/497/437/504/505 in block period you will be charged payment for line leasing on monthly basis according to tariff plan.
Additionally if you use one or more static IP-addresses the payment for each IP-address will be also charged according to company’s tariff plan.

   Can I control the volume of incoming information while working in Internet?

Yes, you could do this on official site in “Private Cabinet” section where detailed information about incoming and outgoing data as well as current status of personal account and your payments is available.

   Can I stop the service for the definite time?

You could stop the service of commercial TV, telephony and Internet access at any time.
It is possible to stop the services through Subscriber Department by a written application or using “Private Cabinet” service. Provision of Customer Support Center on subscriber line could not be stopped and is interrupted only if contract on services providing is canceled.

   Is it required to inform «AZ-EVRO TEL» that I want to use the services of another Internet provider?

Yes, it is required. If you would like to connect to another provider it is necessary to remove cross patching of your number from Exchange. Moreover when canceling contract with «AZ-EVRO TEL» you should return equipment provided to you for the contract period (for subscribers using equipment in «AZ-EVRO TEL»).
Waiver form service is made in written in «AZ-EVRO TEL» office or using "Private Cabinet" service.

   How much does it cost to shift one tariff plan to another?

Tariff plan change is free.


Technical issues — communication, telephone line, ADSL modem

   Is there possibility of quality deterioration of telephone communication while Internet connection via ADSL?

Modem and splitter do not influence on telephone work and if everything is correctly connected communication quality should be the same as before connection via ADSL technology. If coupled telephone sets are installed in apartment not through the splitter they should be connected through the splitter.

   Does Internet access function when telephone is disconnected for non-payment?

No, when telephone is disconnected for non-payment Internet access service will not function.

   If I move to another apartment do I need to repay for ADSL connection?

When moving it is necessary to check availability of technical opportunity for Internet connection via ADSL technology. Payment for reconnection at new address will be charged according to fixed tariffs of
«AZ-EVRO TEL».

   «ADSL» indicator (light) flashes on modem or is off. What to do?

This indicator points to successful installation of your modem connection with provider’s equipment on exchange. During connection installation ADSL LED will be flashing. Connection is established during 10-30 seconds after what LED starts continuously flashing.
If «ADSL» LED flashes or is not on connection of ADSL-modem with modem on station part is not possible.
It happens because of the following reasons:
— Incorrect connection diagram and/or coupled telephones;
— Bad contact in connectors of telephone wire connected to splitter And ADSL modem;
— Failure of splitter;
— Modem or operation system «hang up»;
— Line interference or fault;
For troubleshooting please try to do the following:
— Check accuracy of modem and telephone connection to splitter connectors;
— Pick up the phone. You will hear dial tone. If tone is heard on the back of any interferences — noise, click, it means that there are some troubles on your subscriber line. You need to contact our Exchange for line checking.
­If tone is normal try to connect ADSL modem directly to line without splitter by prior disconnection of all coupled telephones.
If after this communication is established («ADSL» LED is continuously on) splitter is faulty.
In case if communication could not be established try to do the following:
— Restart modem;
— Restart computer;
— Check the completeness of telephone wires connecting splitter and ADSL modem;
— Put plugs in telephone wire connector connected to splitter and ADSL-modem.

   Is it possible to use Internet and speak via phone simultaneously?

You need to use Internet connection via ADSL technology. More information is in section «Services → ADSL connection».

   What does real speed of data transmission depend on?

Speed depends on:
— Selected tariff plan;
— Workload of server;
— Distance to telephone station to which is connected your subscriber number and communication line quality.

   Is working in Internet from several computers provided while ADSL connection?

Yes, subject to computers combination to local network.
There are several versions of such connection:
— Via computer-server on which relevant software is installed;
— Via Hub (multiplexer), to which are connected all computers, in this case your modem should have functions conforming to this connection;
— Via modem with multiplexer function (4 ports).

   Does telephone work when Internet is disconnected for non-payment?

When Internet access service is disconnected due to non-payment your telephone will be still working.

   What one should do if connection frequently disconnects?

The reasons of frequent disconnections are:
— Inaccurate connection of modem or coupled telephones;
— Bad quality of wiring in apartment or subscriber line in a whole;
— Problems of program levels in computer.
Try to do the following:
— Check accuracy of connection diagram to modem line, splitter and coupled telephone sets;
— Pick up the phone. You will hear dial tone. If tone is heard on the back of any interferences – noise, click, it means that there are some troubles on your subscriber line. You need to contact our Exchange for line checking.
— If tone is normal disconnect all coupled telephones and check communication quality with Internet.
— If communication disconnections stopped check once again connection accuracy of splitter, telephone sets and modem. Direct connection of telephone sets to the line could be the reason of failures.
— Check the quality of telephone wire and equipment accuracy: socket, wires, connection contacts in your apartment. Wire should not have twists or branches. Otherwise please renew the wire.
— Install antivirus software and check computer for viruses. Frequent disconnects could be caused by malicious software.
— If possible, try to check the work with other modem preferably with LAN-interface Ethernet.

   What is splitter?

Splitter (frequency divider) is a device meant for division of ADSL signal in telephone line for 2 components: common telephone signal (voice) and high frequency modem signal (data). ADSL modem and standard telephone are connected to subscriber splitter. Modem functioning absolutely does not interfere the use of standard telephone line and vice versa. Splitter protects telephone sets from high frequency modem signals transmitted through telephone line while using ADSL-technologies as well as ADSL modem from possible interferences arising during common telephony.

   What should I have for ADSL connection?

You should have computer with USB port or network card with Ethernet Base-T interface or ADSL modem with splitter. Now all modern computers are equipped with USB port and Ethernet interface so it won’t take additional expenses.


IP- Television


   Set-Top-Box AmiNet 110 is not loading?

There are several reasons :
— Loading” s displayed on TV screen more 10 minutes. Check the accuracy of decoder connection AmiNet 110 to your modem and connecting cable. Contact Customer Support Center of «AZ-EVRO TEL» and check if IP-TV service is activated on you telephone line and modem settings are correct.
— «Connecting to the server» is displayed on TV screen Contact Customer Support Center of «AZ-EVRO TEL».
— «IP address is not received»is displayed on TV screen. Check the accuracy of decoder connection AmiNet 110 to your modem and modem settings as well as accuracy of connecting cable.
— Similar error is also occurred during mechanic damage of AmiNet 110 decoder reading device or power supply failure.

   TV is on, but channels do not show, just black screen. What is the problem?

Check if red indicator is switched on the front panel of add-on device. It signals about charge supply to STB (Set Top Box).
If you use one remote for TV and add-on device it is possible that STB is on standby. Reconnect remote to add-on device by pressing STB and then turn on Amino with red button On/OFF.
STB loading passes the following stages : firstly black screen the white screen (duration up to 1 minute) and then the message “Please wait, loading” will appear.
If during 10 minutes the main menu is not loaded please restart STB from power supply. Also the problem could be on STB connection part — TV. Check if the cable is not damaged, check cable connections or try to connect add-on device to TV through the connecter of other type.

   What kind of modem is required for functioning of IP-TV and Internet?

Any modem supporting two or more connections is suitable. Manual on modem setting is available on our website. If subscriber tells that he could not find and set the modem you should contact Customer Support Center.

   Does the speed of information download in Internet change during simultaneous watch of IP-TV?

Yes, the speed slows as TV channel occupies the bandwidth approximately from 5 Mbit/s.

   Is it possible to watch IP-TV and work in Internet simultaneously?

It is required to set authorization on modem for simultaneous work of IP-TV and Internet.

   Is it possible to watch IP-TV on computer simultaneously?

VLC player installed on computer is also required. It could be downloaded at: http://www.videolan.org/vlc/

   There is not image on TV screen?

— Check the connection accuracy of AV-cable to TV. Cables for AmiNet110 decoder connection with advanced color transfer are available in shops.
— Check the correctness of AV-mode (AV1, AV2, AV3).
— Check accuracy of input connectors of your TV to which is connected AmiNet110 decoder and connect to them any other video device (videotape recorder, DVD-player, video camera or photo camera).

   One of the channels stops working (problems with voice and image)?

Check if this channel is shown in broadcast list. If other channels show normally the problem is in multiservice network or satellite signal.

   Why does channels list and broadcast frequency change?

Operator reserves the right to change frequency distribution of TV channels in cable TV network according to technical conditions as well as normative documents requirements.

   While watching IP-TV image permanently falls into small squares. What is this and how to solve?

ЕIf defects are seen in all channels with 24 number and over it means that your add-on device is not exchanging with coding keys with platform. Restart STB (Set Top Box). Similar problem even with broadcasting channels points to insufficient speed of your connection. You should remember that during simultaneous watch of IP-TV and using network or Internet resources bandwidth is divided between two tasks. Stop all uploads.

   Image on TV suddenly hanged up during watching TV programs?

Check if other channels work, if not then check indication on STB (Set Top Box) near RJ-45 connector (Internet connector).
Only green LED should be lit on standby mode, during signal transmitting orange indicator additionally flashes.
Indication default means that connection between STB and ADSL-modem (switch) is not established.
ПReenter connectors with both sides, check cable completeness.
If only green LED lights on STB check ADSL-modem (switch) status if Link (ADSL) indicator is lit or not.
If everything is OK it points to no signal from satellite broadcasting this channel.

   Amino device. AmiNET110 is not responding to pressing of remote control unit buttons.

Perhaps batteries in remote device need to be changed. Additionally switch remote to add-on device management mode by pressing STB (Set Top Box).

   Is Internet traffic is considered while watching IP-TV?

Internet traffic is not considered during TV watching.