The transition of Cyprus’ terrestrial digital television network to the new DVB-T2 technology through the Hellas Sat network got off to a troubled start on 1 July, with widespread technical issues and a flood of consumer complaints.
Despite an information campaign by the Deputy Ministry of Research, Innovation and Digital Policy which has since come under criticism and self-assessment it became clear that Cypriot households were largely unprepared for the major change. Twelve days later, the overall picture suggests that public awareness was insufficient, although consumers themselves also share part of the responsibility.
To its credit, the Deputy Ministry openly acknowledged that the otherwise necessary transition had failed in its initial phase. Deputy Minister Nikodemos Damianou publicly recognised the frustration experienced by citizens and admitted that ministry officials and the project’s contractor had underestimated the scale of the technical difficulties. He said the problems were primarily technical and related to inadequate internal television installations in many homes.
As an immediate relief measure, Damianou announced on Wednesday that he had requested the temporary restoration of the Velister platform to give consumers additional time to adapt. On Friday, authorities officially confirmed that both the Velister and Hellas Sat networks would operate in parallel. In practice, the previous broadcasting arrangement will remain in place for another three months, with both transmitters broadcasting simultaneously while the DVB-T2 transition continues.
Television screens went black
From the moment the Velister transmitter was switched off, complaints poured in from viewers whose television screens suddenly went black.
Although the Deputy Ministry had issued guidance on the steps households should take before 1 July, many consumers had not completed the necessary preparations by the transition date. Opinions remain divided over where responsibility lies. Critics argue that the public information campaign failed, while others point to the tendency of many consumers to postpone taking action until the last minute.
What remains undisputed, however, is that radio frequency spectrum is a national asset, and the state has a responsibility to ensure that citizens can receive television broadcasts free of charge.
What went wrong?
Speaking to Cyprus’ state radio, Haris Pafitis, a member of the Cyprus Scientific and Technical Chamber’s Electronics and Information Technology Committee, said the government’s communication campaign created a false sense of reassurance.
He argued that officials overlooked a common behavioural trait among Cypriot consumers—the tendency to leave important matters until the last minute.
According to Pafitis, the campaign gave the impression that nothing significant would change beyond a simple channel rescan, leading many people to delay taking action.
He also noted that insufficient information created unnecessary panic. Many people who lost access to television channels immediately rushed to buy DVB-T2 decoders, even though in many cases the issue could have been resolved simply by adjusting the television or antenna.
Record number of consumer complaints
The Cyprus Consumers Association reported an unprecedented wave of complaints, primarily concerning the purchase, installation and operation of decoder boxes.
According to the association, around 400 complaints have already been recorded through telephone calls and written submissions.
In one case, an elderly woman living on a low pension contacted the association after paying between €150 and €160 for two decoder boxes and their installation.
Living alone in a remote village, she said she had no choice but to hire a technician, who supplied two decoder boxes, a new antenna and charged for installation and setup.
When the Consumers Association later followed up, the woman reported that one of the two decoders was not functioning. The problem may have been caused by an installation error, a faulty or incompatible decoder, or outdated household wiring.
The association also reported cases of newly purchased decoder boxes overheating, prompting some consumers to discard them over safety concerns.
Other consumers attempted to buy cheaper decoder boxes online, but the association warned about potential safety and reliability issues, advising buyers to ensure that products carry a genuine CE certification mark that cannot be easily rubbed off.
Another concern now facing consumers is that many have already paid for decoder boxes, only to discover that the real problem lies with their home’s wiring. Resolving that issue will require another technician visit—and another bill.
Issue heads to Parliament
Following the troubled rollout, opposition party AKEL has requested that the issue be discussed by the relevant parliamentary committee.
The party said the transition had caused significant inconvenience and financial costs for thousands of citizens. In addition to purchasing new equipment, many households were forced to pay technicians to install or configure their systems, while even relatively modern televisions often required technical intervention before they could receive the new broadcasts.
AKEL said it would seek a full explanation from the relevant authorities regarding the planning and implementation of the transition, the adequacy of the public information campaign, the measures taken to address the problems, and what steps the government intends to take to protect consumers and investigate possible cases of unjustified price increases and profiteering.
Source: Virginia Christou- Phileleutheros.cy
