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.
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.