Red: Syetem currently down. We are working on getting it back up and running, Please be patient. No need to Email! Yellow: Specific system issue. Please hold we are working on it. No need to Email! Green: Currently running with no issues. If you are having issues please view the troubleshoot section below.
DECEMBER 3 2019
Attention viewers in North America and the Caribbean experiencing freezing. There is a major internet outage happening right now on the East coast of the USA. This is nothing to do with our service it is affecting everyone. We are attempting to reroute you around it but if you still continue to have problems in a few minutes then please log on to our support page and reroute your box yourself. Avoid our servers on the East Coast. Reroute page is here – http://customer.uktveverywhere.com/
We are sorry that you are having trouble with your UKTV service. Our goal is to get you up and running as quickly as possible. Please select the problem you have from the pull down menu below. If your problem is not listed, or your issue is not solved, then select “Other/My problem isn’t solved” and fill in the form that appears. We will get back to you shortly.
All tech support is done through this forum and email. There is no telephone tech support available.
Please DO NOT repeatedly reboot your box. You will break your box if you do this. Multiple power cycling is extremely bad for the set top box and will never fix streaming problems. Repeatedly rebooting your box will not fix freezing.
Please check carefully to make sure your question is not addressed already in our list as we will only respond to questions that have not already been addressed in this forum.
Tech support forms will be responded to Monday – Friday 9am – 9pm US Eastern Time. If you do not get a reply outside of those times, please do not send multiple complaints. Sometimes we respond on weekends but tech support is not guaranteed.
UKTV SET TOP BOX LIMITED WARRANTY INFO
UKTVEverywhere warrants our set top box products to be free from defects for a period of one (1) year for the original purchase date. (180 days for refurbished boxes.) UKTVEverywhere agrees, at its option during the warranty period, to repair or to furnish a new or refurbished product of equal value in exchange without charge. Return shipping costs are to be paid for by the customer. We will pay for shipping of the replacement box back to you. Defective boxes must be send to us first for repair. We do not cross ship or advance ship replacement boxes. Defects caused by power surges are not covered under this warranty. Opening the unit voids this warranty.
Select Your Problem Below
Please select the problem you are experiencing from the pull down menu. The solution to the problem you are having will appear below. Please do not press the submit button unless you are filling out the other/my problem isn’t solved form.
99% of complaints are due to buffering/freezing. If you are having this problem please click on the link directly below this message headed
My Picture is Freezing/Buffering
We have a full comprehensive freezing fix guide. If you follow this guide it will solve your problem. Make sure you follow ALL of the suggestions including the self reroute form at the bottom.
If you are experiencing freezing Please DO NOT select “other” at the bottom of this page and then send a message stating that your box is freezing. These submissions will not be responded to.
My Picture is Freezing/Buffering
Freezing is never a problem with our service or your set top box and always a speed or routing issue with your Internet provider. Go to: Freezing/Buffering Issue Submission for further information and help to work around this problem. Make sure you follow ALL of the suggested fixes INCLUDING the Self Reroute form at the bottom of the page.
How do I switch subtitles on and off?
Note : Subtitles only work on channels marked (S) or (Subtitles)
To switch on subtitles press the APP button on your remote.
To switch off subtitles simply change the channel.
If you want subtitles to come on automatically then follow these instructions :
Scroll over to SETTINGS, press OK
Select PLAYBACK, press OK
Change PRIMARY SUBTITLE LANGUAGE to ENGLISH (or to OFF to turn them off)
Arrow down to OK, highlight it and press OK
Scroll down to REBOOT DEVICE, press OK
Press OK to confirm
Sound is out of Sync with Video
PLEASE DO NOT FILL IN THIS FORM FOR OUT OF SYNC RECORDINGS – ONLY LIVE.
OUT OF SYNC RECORDINGS ARE ALREADY RECORDED AND CANNOT BE FIXED.
BBC4 has a recurring audio sync problem. This is an issue with the feed and cannot be fixed.
My STB4W does not come back on after switching HDMI inputs.
Page Loading Error / Network Connection Error / Link Status DOWN
Older model UKTV boxes with external WiFi dongles can have connection problems if the WiFi stick goes bad. This happens more often with the white Dlink dongle. If the dongle is very hot and the orange light is either solid or not lit then the dongle is bad and you will need to replace it to restore connection.
No WiFi Networks Displayed in Search Box
Your Service is Deactivated
No Blue Light or white light on Front of Box
Mode Not Supported / No Picture to Boot / Invalid Format
A Channel is Pixelating
Yellow Loading Bar is Stuck
Cannot Record to USB Stick
Sorry this Program Did Not Record
In rare instances, if there is a system problem, a program may not record. These programs cannot be restored.
You are Not Subscribed to this Channel
What is the Best Way to Select Previously Aired Programs?
How Do I Upgrade/Downgrade my Subscription
Other/My problem isn't listed here - For bufferring/freezing issues please click the "My picture is freezing/buffering" tab at the top of this page. DO NOT CLICK HERE IF YOUR ISSUE IS TO DO WITH FREEZING Freezing complaints sent from this form will not be responded to.
About UKTV Everywhere
UKTV Everywhere is a state of the art TV system that enables you to watch all your favorite British TV channels, anywhere in the world, as if you were watching back home in Great Britain.
PO Box 3408, Lantana FL, 33465
+1 (855) 438-8588