FAQ

YOUR FREQUENTLY ASKED QUESTIONS


EXPLAINED 


WHAT DO I NEED?

To install and use our service, you need the following: High-speed Internet connection (recommended or higher) at least 10 Mbps. A compatible device such as a firestick, MAG or android.

HOW DO I CHECK MY INTERNET SPEED & QUALITY?

Please use speed test server below to test your internet connection, Do this few times through the day. This will give you a good idea of overall internet speed available to you. A stable 10 Mbps is the minimum requirement.
http://www.speedtest.net/

WHY I CAN’T ACCESS MY ACCOUNT?

First, please check your network connection, reboot your router and device, and then try again.
Secondly, if your network connection is no problem, please check whether your account is used on other devices. as you can view from more than 1 device at the same time.

CAN I USE MY SUBSCRIPTION ON MULTIPLE DEVICES?

Please pay attention that 1 subscription can be used on multiple devices but you can watch only on 1 device at the same time.

HOW TO CHECK MY DEVICE?

– Check if you entered your activation details correctly.
– Check your network connection, reboot your router and device, and then try again.
– If you have PC/Laptop, etc. connected to same internet network check if you are not overloading your network with downloading or watching movies, etc… on these devices.
– Your Internet needs to be minimum b Mbit Download and 1 Mbit upload speed.
– Reboot your devices and wait for 30 sec before turning them back on (STBs, Android Boxes, Routers, Cable modems)
– Make sure you are connecting using a LAN (Ethernet) cable to devices and not via Wifi.
– If your network connection is no problem, please check whether your account is used on other devices.
– Please visit www.whatismyip.com by using a computer, and send us IP Address you see displayed for restoration.
– Check if the device/app/program got the latest software and firmware updates.
– Check the download speed on the actual device that is streaming our service, you may have 50mbs on your computer, but the device could be considerably slower, indicating a problem on your internal network.
– Check for any high processor demanding applications running in the background that can be stopped, this is very important for low-end devices.
– Check if your ISP having problems in your area, an excellent site to check this is downdetector.co.uk
– Try uninstalling and reinstalling your app/program, your activation will not be lost.

MY SERVICES ARE NOT WORKING?

We strive to provide you with a high level of service at very discounted rates. So please keep this in mind first and foremost.
If a services is down, we will do our best to restore that back to service.
Please use the guidelines below before reporting a service is down:

– Stop and give it a couple of minutes. We reboot and swap services when needed. The service may be coming back.
– Is this happening on all services? If it is, you need to check on your end.
– Reboot your devices and wait for 30 secs before turning them back on (STBs, Android Boxes, Routers, Cable modems)
– Make sure you are connecting using a LAN (Ethernet) cable to devices and not via Wifi.

ISSUES?

If while you are watching a service the service appears to have paused, simply select and open another channel, then return to the original channel to see if it is now playing, this can be due to break in transmission for a second, the software will halt under these conditions.

BUFFERING?

Sometimes you may experience buffering due to low internet speed or high internet traffic.

Cause:
The most common cause of buffering is the result of slow internet connection. This may be because of low internet speed or other users hogging the bandwidth in your house. Do you have lots of users in your home? Disconnect them all and try again
The second reason is that you are using Wi-Fi, which is not suited for watching TV as you need direct (LAN) connection to internet network in order to enjoy smooth watching without interruptions.

Resolution:
Directly connect to your router using a LAN (ethernet) cable or to a powerline adaptor.
If not possible, try moving the box closer to the router.
Change your WI-FI channel. To avoid interference with nearby devices.
If you experience buffering press “pause” for 10-15 seconds and resume, most of the time that will eliminate the need to buffer.

SOME SERVICES ONLY HAS SOUND WITHOUT VIDEO?

Because of decoder setting problem, some channels are only having sound without images/video, please do as followings:

1. Go to Settings in your device/app/program.
3. Choose Native for the Decoder.
4. Restart.

ALL SERVICES ARE BLANK?

If you are using a set-top box such as MAG or AVOV and have just set up your device with our service, you will need to perform a hard reset of your device. Simply power off your device, unplug your power cable and re-plug it in.

SOME SERVICES ARE NOT WORKING (BLACK SCREEN/BROKEN VOICE)?

We can not promise all services are working properly due to your Internet speed, Individual channel technical difficulties or if incompatible device/app/program is used.

CAN’T WATCH I AM BLOCKED?

Please check whether your account is used on other devices.
If yes, please visit www.whatismyip.com by using a computer, and find your IP Address, next send your IP Address to us for restoration. Please note that 1 subscription can only be used on 1 device at the same time, otherwise your account would be banned soon because of automatic security defense.

We only restore it for 2 times for 1 subscription. If your account is banned again after restoration please contact us.
*If you abuse our service with using multiple devices for 1 subscription be aware we may permanently ban your subscription.

WHY MY ACCOUNT IS NOT WORKING ON MY MAG BOX OR STB EMULATOR?

-Did you give us the correct MAC address?
-Are you using a firewall, proxy or VPN? If so, our servers won’t allow you to connect.
– Is your Internet speed at the recommended minimum— 10 Mbps for HD channels—or higher?
– Is your device wired in (Ethernet) or is it connected wirelessly (WiFi or mobile data)? Ethernet will always be faster and more stable; use Ethernet, if you can.
– Are your device’s specs powerful enough to effortlessly handle live HD streaming?
– If you’re using an STB emulator did you follow the steps in our guide to Setup Android STB Emulator?
– If you’re using an STB emulator have you tried wiping your app’s cache then restarting your device?
– If you’re using a MAG box have you tried restarting your device?
– If you’re using an Android device/MAG box have you tried logging out then factory resetting your device?
– Have you double-checked the server portals we sent you in the activation e-mail?