Troubleshooting and Reasons for Internet Disruption

We are a market leader in Internet TV and take every single customer experience very seriously.  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 mean that the problem lies with your UKTV service, nor does having a very fast Internet connection bear any relevance in many cases. 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 Internet Service Provider (ISP).  If you are experiencing consistent freezing at all times, then there is a 100% certainty that it is a problem with your ISP or as mentioned the remote guide is not being followed correctly.

  • IMPORTANT +

    The power cable is to be used with the digi receiver box 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 and will void your warranty.

    NEVER go into the settings menu or change any settings. You will render your box useless AND you will void your warranty. All access to the box settings by a client is logged on our system.

  • Remote Control & Programme Navigation +

    The function buttons on some remotes do not correlate with the expected action. See remote control guide for various TIPS on how to use the remote. http://www.uktvabroad.co/remote-control

    If you want to select Catch Up Programmes do the following from the main guide:

    Select 0000 and press OK – This takes you to the closest point without having to scroll through the guide.

    Whilst watching Catch-Up if you want to pause and then go back to the programme you need to do the following:

    Press Pause button to pause and note exactly where you are in the programme ‘hour and minutes’ – you will see this at the bottom of your screen in the programme information. Press OK - then a clock will appear - Add exactly where you are up to and select JUMP this takes you to the exact point.

    This function is also useful if you are having an issue with low internet and you see slight buffering, do this pause and start technique and it will clear the buffer.

    Button F4 makes you jump ‘forward’ 30 seconds of the programme and F3 ‘rewinds’ 30 seconds.

    The BIG arrow keys either side of OK button will jump back or forward 5% of the programme.

    Example – 1 Hour programme jumps FWD 3 minutes. 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.

    The MENU button is not MENU so Do Not press. On some remotes, it is the button with 3 dots and 3 lines

    To select the TV GUIDE you need to press the SQUARE Button.

    Select EXIT button to come out of catch up. On some remote Exit is house symbol

    If you know your programme number, you can now select it by pressing 4 digits – 0 first. For example, BBC1 0591

    Do not press the fast forward or rewind buttons on the remote as they will cause the programme to go out of sync and it may buffer. Only use Point 4, 5, 6 and 7 to move forward or backwards.

    Handy channel selections:

    0000 – Catch Up

    0690 – Movies

    0803 - Sport

    8000 - Terrestrial HD TV

    0751 – Music

    1601 - Radio

  • Downloading +

    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 6Mbs Internet connection (we always prefer more) 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 16mbps 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.

    To test your actual speed from Europe click below and select a server in Europe:http://speedtest.net

  • Freezing Issues +

    We have huge data centres based through out Europe providing many clients feeds to UKTV Boxes around the World. Like any country the internet is only as good as the provider is giving us, internet does fluctuate and this can cause freezing. Some internet providers drip feed you dependant on the time of day. We have some hints and tips that can help with this situation. (See Hints and Tips Page)

    As a company that has its own servers, own services we have a 99% up time on our UKTV feeds. Should your box be freezing a lot there is a 1% chance that our service and system are at fault. We have engineers monitoring the feeds 24/7 from various locations around the World.

    We can have issues with our service but we do take very extreme precautions to either not have them at all or at least deal with them quickly, should we have such an instance then we will have updates on our websites and we always try to let you know in various other ways. This also depends on how extreme the circumstances are, if we see an error and we know it will be solved within a few minutes we will only update the site. We may plan maintenance on our systems, we will most definitely update you on this and try to carry this out at our lowest viewing times to avoid disruption for our customers. If we have a 100% service we will post nothing at all. If your channels are freezing without any communication from us then it will probably be your internet provider or user error on the remote control.

  • Steps you can take to help alleviate freezing issues +

    You are watching a live Internet feed directly from Europe. Any number of factors can cause video disruption. You must have a minimum 6Mbps Internet connection (we always prefer more) 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 16mbps 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.

    To test your actual speed from Europe click below and select a server in Europe: http://speedtest.net

  • Speedtest +

    Run a test on your Internet connection by going to: http://speedtest.net and choosing a server in Malaga and look at the results.

    ANY packet loss on your line will cause disruption in your feeds.

  • Common things to try if you have screen freeze +

    99.95% of the time screen freeze is due to the internet, it’s 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.

  • Buffering +

    This again is 99% 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 Catchup.

    http://www.uktvabroad.co/remote-control

    If you are experiencing buffering while watching 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 on the left is the time it's 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 +

    Not all catch-up 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.

  • Live TV +

    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 or 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 right side of the screen and if it states under section; Internet - 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.

    If at any time the 'page loading error' comes up and you check the internet is still in the right socket and not been changed without you knowing then unplug from the mains for 20 minutes then load back up - this 99% works perfectly.

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If you are unable to resolve your issue by following the troubleshooting guide, please enter your MAC code below (the MAC code is located on the underside of the UKTV box) and a description of the disruption in service that you are experiencing,

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