We respect the privacy of and are fully committed to preserving the privacy of our users. If you are submitting personal details, credit card numbers, or other information over the Internet which you wish to remain private, please note that, while all attempts are made to secure information transmitted to this website, there is however, a possibility that information submitted may be observed by a third party while in transit.
Our web site has security measures in place to protect the loss, misuse, and alteration of the information under our control. Only certain employees have access to the information you provide us. They have access only for data analysis and quality control purposes.
We encrypt certain sensitive information (such as credit card information) using Secure Sockets Layer (SSL) technology to ensure that your Personally Identifiable Information is safe as it is transmitted.
Power Cable The power cable is to be used with the Ex-pat Top Box only receiver only! No other power cable can be used due to power supply differences. When you plug the power cable in ALWAYS plug into the main wall socket first then small end into the receiver. NEVER plug into receiver first as it can cause the box to blow.
Common things to try if you have screen freeze.
99.95% of the time screen freeze is due to the internet, nothing to do with the server
If your screen has frozen and you are not able to press any button or anything on the remote and the screen is stuck, simply unplug your box and plug back in. Wait for the Menu Guide page to fully load (approx. 3 mins) and continue as normal. If nothing loads then this is definitely the internet and a local issue, so always do a speed test.
This again is 99.95% of the time internet related or it can be the user of the remote control. Please make sure you are fully up to date with the remote control instructions. If you do not follow the instructions accordingly then you will experience buffering while watching VOD and Catchup
If you are experiencing buffering while watching VOD and Catchup ONLY and you have not pressed any remote control buttons then try this it may help; PRESS Pause Then OK Then a clock will appear and in the left is the time its paused, enter that time in the clock and press OK. This should help resume the program as normal. If it does not, then it’s the internet.
Catch-Up and VOD
Not all catch-up and VOD may have recorded due to internet recording. If this is the case the please select another program. If you find that a Catch up programme has started or ended 5 minutes late (This is due to EPG and how the programme has been recorded in the UK) What you can do to not miss the beginning or ending is the following: Select F1 which takes you to date format on the right side of the screen and you can select the programme before or after your desired programme.
If you have accidentally pressed Pause, fast FWD, Rewind etc on the remote this will cause live tv to buffer, simply press MENU and then the device will automatically reboot.
Black Screen and TV stating NO Signal
The box has its blue light on but the TV screen states no signal.
This is most likely a HDMI fault. Sometimes even new HDMI cables are not compatible with every device. You may have to try several cables. Also always try and test the different HDMI outputs of your TV, again sometimes with wear and tear, you may need to change the HDMI output and the cable. We recommend you have 2 or more HDMI outputs on your TV.
Loading Page Error on the TV Screen
This is due to the Internet not being received. Please try the following;
1. Plug into a router to establish an IP address and leave for 10 minutes before continuing 2. If already plugged into a router try plugging into the main line of the wall.
Please ensure you are plugging into a DATA port not a TV port. This is quite confusing as both look the same.
Check the left side of the screen and if it states under section - Disabled and Ethernet Enabled, then you are plugging into the local TV providers private line. Please ensure the internet symbol is ENABLED and then press OK.
Still can’t get it to work?
Email our tech support team with FULL details about what is wrong with your receiver so we can advise you accordingly.
Always provide your MAC number for any assistance required!
NEVER go into any of the settings MENU or change them. You WILL render your box useless AND you will void your warranty. All access to a settings page is logged by our system.
We are not responsible for any local internet issue, some countries internet provide different levels of internet to your home, various countries drop the level of internet provided to your home at certain times to cope with high usage in your area.
When you are watching your UKTV please refrain from downloading from other devices. By streaming, downloading movies, surfing Facebook will cause video disruption. Facebook automatically downloads movies while you are using and if your internet speed via Europe is already low this will make things very difficult to watch UKTV. You may not think that you are downloading but an old router may not have the capabilities to handle multiple connections. When was the last time you changed your mobile phone and when was the last time you updated your router - most people have a router for many years.
My picture is sometimes choppy or the screen goes black. Why?
You are watching a live Internet feed directly from Europe. Any number of factors can cause video disruption. You must have a minimum 8MB Internet connection (prefer 15) to ensure good quality video from Europe. Sometimes local network traffic at peak times can cause video disruption, this is out of our control.
Bear in mind that simply testing your internet speed at your location IE getting 8mbps or 15mbps is not testing the place that you are actually downloading from. Some service providers at peak times will lower the internet to try to cope with all other traffic they receive at these times. The higher the internet speed you have the better the quality will be.
The stream your UKTV box receives come from a massive feed based out of Europe and if the internet fluctuates in the country your provider is with this will cause freezing. However there are some handy tips that can help restore this. See Handy Tips Page
We have a 99.95% up time on our feeds. If your box is experiencing freezing, then there is a 0.05% chance that it is a problem with our system. Our engineers monitor our feeds 24 hours a day both from Europe and the USA. If there are any maintenance issues or planned disruption in service, we will always let you know by sending a message to your screen or from our website. If we have no issues then we will not post anything.
If you are experiencing freezing of video that we have not informed you about in advance, then it is almost certainly a problem with your Internet provider or the remote control is not being used correctly. Your UKTV box is only as good as the Internet it is connected to and the user of the remote. See remote control guide for various TIPS on how to use the remote.
We are a market leader in Internet TV and take every single customers experience very seriously. We have worked very hard to build a system to bring UK television to people all over the world who otherwise cannot get it. It is virtually impossible to quantify just how complicated it is to design and build a system that makes it possible for you to watch UK television at the other side of the world. We want all of our customers to enjoy perfect UK television feeds, however some things are out of our control and can cause disruption.
It is important to know that just because other services like Netflix and YouTube may stream OK and your UKTV box may not does not mean that the problem lies with your UKTV service, nor does having a very fast Internet connection bare any relevance. You can have a 30MB connection and your UKTV box may still freeze because of packet loss or inadequate routing provided by your ISP.
Streaming video tests the limits of any Internet connection and is the most bandwidth intense product available.
NO streaming video system works perfectly 100% all of the time, but the system we have built is as close to perfect as there is. If you are experiencing freezing issues, especially at peak times of day (8PM -10PM) then it is an absolute certainty that the problem lies with your ISP. If you are experiencing consistent freezing at all times, then there is a 100% certainty that it is a problem with your Internet provider or as mentioned the remote guide is not being followed correctly especially on VOD and Catch-Up. Steps you can take to help alleviate freezing issues
If using WIFI Setup - Make sure your WIFI router is less than 30ft away from your UKTV box. To check to see if the problem is with the WIFI connection, connect the UKTV box directly to your router with an Ethernet cable. Move the router and the UKTV box as close together as possible. Cheap wifi routers are not equipped to handle transmitting video. Any N150 routers simply will not work for this application. We recommend 600 or 900 series routers (Please Note - NO Apple Device or router are compatible with any Digi Receiver due to Apple completing automatic updates every 15 minutes which interferes with a signal
You MUST have an Internet connection that is 8MB or higher (connecting to Europe). Certain ISP’s share the internet connections and at peak times your internet connection speed will drop as more people in your area go online. There is nothing we can do to help this situation. Reboot your cable modem and router. Sometimes this helps.
If you are experiencing these issues, this is a problem with your local Internet provider or the setup in your house.
You should contact them and tell them about the issue. This problem is outside of our control and we cannot help you with this problem. You may have your routers security settings set far too high, please consult your manual on how to change the settings.
ANY packet loss on your line will cause disruption in your feeds.
No. The Ex-Pat TV box is a set-top box much like a standard Freeview receiver. It requires only a 0.5MB broadband bandwidth to operate.
Can I watch channels broadcast in High Definition?
Yes. The Ex-Pat TV set-top box has a HDMI connection meaning you can view HD programming in perfect picture clarity.
Is this system available worldwide?
Yes. Provided you have access to a 2.0MB broadband connection then you can use this system anywhere in the world.
Is there a minimum contract I need to sign up to?
No. There is no minimum contract. We charge monthly for the service, if you decide you do not wish to use the system any longer, you simply terminate your payment method.
Can I pay for my service monthly?
Yes, the Ex-Pat TV service is available on a monthly basis putting you in complete control of your viewing. Please see our packages & pricing page for details.
What happens if I move house?
You simply take the set-top box with you. Once you receive it, you are free to use it wherever you like. You can even take it round to friends and neighbours houses if you are having a gathering.
Do I need to use any IP masking software such as Ex-Pat shield to make this work?
No. You can use any IP address in the world to operate our system as the data downlink begins at our data-centre.
What if I change my mind?
We are so confident in the package that we offer a 7 day no fuss money back guarantee. If you cannot obtain the channels you want in your location for example, simply return the equipment to us and we will refund your payment.
Is this Catch-Up TV?
No. This is 100% live Television. You will be watching the same pictures as a friend back home in the UK will be watching.
Do you have a Catch-Up facility?
Yes, the Ex-Pat TV set top box comes with its own Catch-Up facility, so if you miss any of your favourite TV programs, they will stay on the box for a period of two weeks, allowing you to go back and view them at your leisure. So, if you are a number of time zones away from the UK, you can still view all of your favourite TV shows any time you wish. This option comes as standard on all receivers.
Are you missing TV shows like Downton Abbey, Top Gear, Babylon, Celebrity Juice, or Panorama? What about the classics like Fawlty Towers and Dad's Army? Or how about matching your wits with Stephen Fry in QI.