My Picture is Freezing/Buffering
If your complaint is related to Freezing, click the link below and fill in the freezing issue form. Note – 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.
Sound is out of Sync with Video
If the channels audio is out of sync, please reload the channel. If the audio is still out of sync, please enter the channel name and number that is out of sync and we will fix it.
Output Error Mismatch
Output Error Mismatch means you are using the wrong cable with your box. You must use an HDMI cable and not the red/yellow/white SD cable. Remove the SD cable from the box and plug an HDMI cable into the box and your TV. If your TV does not have an HDMI port and you have to use the SD cable then select other/my issue isn’t solved and let us know and we will send you instructions on how to configure your box to work with an SD television.
Page Loading Error / Network Connection Error / Link Status DOWN
Page loading error/ Network connection error means your box is not connected to your network or your internet is down. Check to make sure your internet is working. If your box is connected with an Ethernet cable, make sure both ends are securely plugged in. If you are connecting through WIFI, make sure the WIFI dongle is plugged in. If it is then re set up your wifi settings. Passwords are CASE SENSITIVE! There are two different version of the WIFI setup instructions based on which version of the firmware your box has. Download them both and follow the instructions that work for your box. Click the link below to download WIFI setup instructions. https://www.dropbox.com/new_image_wifi_setup https://www.dropbox.com/old_image_wifi_setup
In many cases unplugging your router/modem, waiting 5 minutes, plugging it back in, waiting 5 minutes then rebooting your UKTV box will solve these connections issues. Page loading error / Network connection error issues are a problem with your home network and are beyond the scope of our technical support since they involve the setup in your home, your router, your modem and your internet service. If you are an existing customer who has already had your box connected and working and for whatever reason you have lost your connection then support is offered for a flat rate of $50USD since it can take several hours to troubleshoot your network. If your UKTV box out of warranty and it is determined that a problem with the box is responsible for page loading error / Network connection error issues then you will still have to pay the $50USD charge for troubleshooting.
No WiFi Networks Displayed in Search Box
If No WiFi networks are displayed, then you do not have the WiFi dongle plugged into your box. If the dongle is plugged in and you are still not displaying any networks then the dongle may be defective. Please select “other/my issue isn’t resolved” and contact UKTV to get a replacement dongle. Your dongle has a 1 year warranty. If it beyond the warranty period then you can buy a new one off the order page on our website.
Your Service is Deactivated
This box has no active subscription You do not have an active subscription. If you are hooking your box up for the first time then you will need to buy a subscription for your box. Please click on the subscribe/activate link on our website and follow the instructions to buy a subscription. If you are already a subscriber and you are seeing this message, then this means your subscription has expired or your box has been shut off due to a payment issue. Please set up a new subscription. Please DO NOT try to login, Please set up a new subscription as if you are a new customer. https://subscribe.uktveverywhere.com
No Blue Light in Front of Box
Check the power supply is plugged into your box. If you are using a foreign adapter, make sure it is securely connected. If it is, then the box may have a fault. Please select “other/my issue isn’t resolved” and contact UKTV to arrange a warranty replacement. If your warranty has expired then you can buy a new box off the order page on our website.
A simple reboot of the box should fix this error. Pull the power cord out, wait 10 seconds, then plug it back in.
Mode Not Supported / No Picture to Boot / Invalid Format
Mode not supported appears when your UKTV box is set to an incorrect resolution. Please follow the instructions below. First make sure your box has a blue light on the front. Then follow the steps below. 1. Unplug power from box. 2. While holding down the MENU button on the remote (3 dots and 3 lines to the left of OK on some remotes), plug the box back in. (Timing is crucial on this step – if you don’t press the MENU button straight away after plugging in, it won’t work) 3. Hold the MENU button down for 5 seconds after plugging in. If you are still seeing nothing then go to step 4, if a menu appears, go to step 5 4.Press the red F1 button on the remote. You may have to press it twice, until a blue screen appears with a menu on it. 5. If the menu says TV TYPE at the top then skip to step 6, if it says UPGRADE MENU, then press the right arrow on the remote and wait for the next menu to appear. If it says mode not supported again, press F1 again. 6. Using the up, down, left, right arrows on the remote, press the right arrow button until TV type is set to 720p-60 7. Arrow down to Graphic res, press the right arrow button until it is set into 1280×720 8. Arrow down to Exit and Save, press the right arrow button to save and then press OK to confirm. The box will reboot into the correct resolution.
Check the volume control is turned up on the UKTV box. Check the volume control on the TV. Reboot your box, sometimes you may need to do this a few times. If both volumes are turned up follow the instructions below to check the box settings are correct. Press MENU on the UKTV remote Go to SETTINGS Go to VIDEO Make sure that Auto frame rate is DISABLED Make sure that Force DVI is set to OFF Change the settings to those if they are different. Then select OK and REBOOT your box.
A Channel is Pixelating
Pixelation occurs when the original transmission has a problem itself. We have no control over that, since it comes directly through the satellite from the broadcaster. Audio out of sync issues are monitored by us already and any sync issues will be fixed on a channel by channel basis when we can get to it. In most instances, audio sync can be fixed by reloading the channel.
Yellow Loading Bar is Stuck
Your UKTV box and the router are too far apart or your internet is not fast enough to support our service. Move the UKTV box and the router closer together. The box and router cannot be more than 30-40 feet apart. They do not work well if the UKTV box and the router are on different floors of the house. Thick concrete walls also can mess with the WiFi signal. We highly recommend you connect your box up to your router with an Ethernet cable if possible. If it is not possible then you should purchase some Power-line adapters.
Cannot Record to USB Stick
Check to make sure the USB stick is not full. You cannot select future programs to record to the USB stick, you can only download previously aired programs that have been recorded by us already. USB sticks MUST be formatted in FAT32
Sorry this Program Did Not Record
You will get this error if you set your box to record a program to the USB stick and then try to play the recording back from the TV guide. You must watch recordings set to record to the USB stick by going into the Media Browser and watching the recordings from there. In rare instances, if there is a system problem, a program may not record.
You are Not Subscribed to this Channel
This means the channel package you are paying for does not have this channel in it. You can see the channels that are included in your package by going to our website and clicking on the different channel packages. In the past we have included some channels at no charge that are not part of your package but made them available to you for a limited time only while we were setting up new packages. You can easily add channels packages, upgrade or downgrade your package or add bolt on packages by clicking below. https://subscribe.uktveverywhere.com
What is the Best Way to Select Previously Aired Programs?
From the TV guide screen (listing the channels) Simply highlight the channel you want to watch recordings from and press the RIGHT ARROW. Then press the left arrow, select the date of the program and press OK, then press the right arrow,select the program you want to watch, press OK and it will play. If you keep scrolling up off the screen the previous weeks programming will appear. When you are done watching recordings, press the EXIT or HOME button to exit the recording. REMEMBER – ONLY CHANNELS WITH CLOCK ICONS NEXT TO THE CHANNEL NAME AUTO RECORD.
How Do I Upgrade/Downgrade my Subscription
If you want to change your subscription package, please click here to log into your account and change your package. https://subscribe.uktveverywhere.com
I want instructions how to flash my STB-2 back to factory
Please follow the instructions below: SETTINGS FOR UKTV MODEL 2 (250) NOTE YOU SHOULD ONLY DO THIS IF INSTRUCTED TO BY UKTV TECH SUPPORT!! Get a USB flash drive and format it so theres nothing on it. Then create a directory (folder) called mag250 – IT MUST BE EXACTLY THIS inside that directory place the 2 files that you will download from this link – https://www.dropbox.com/sh/uxutxk3khx7xrad/AAC2qGaaudLIFrQHSeqvTBpQa?dl=0 Then once they are copied over put the USB stick in the BACK usb port of the box and then follow the steps below. 1. Unplug power from box. 2. While holding down the MENU buttonon the remote (3 dots and 3 lines to the left of UK on some remotes), plug the box back in. (Timing is crucial on this step – if you don’t press the MENU button straight away after plugging in, it won’t work) 3. Hold the MENU button down for 5 seconds after plugging in. If you are still seeing nothing then go to step 4, if a menu appears, go to step 5 4.Press the red F1 button on the remote. You may have to press it twice, until a blue screen appears with a menu on it. 5. If the menu says TV TYPE at the top then skip to step 6, if it says UPGRADE MENU, then press the right arrow on the remote and wait for the next menu to appear. If it says mode not supported again, press F1 again. 6. Arrow down to UPGRADE TOOLS and press the right arrow. 7. Arrow down to USB bootstrap and press the right arrow then press OK the box should load the new OS. Let it do its thing. When it is done it will reboot. IF YOU GET THE MESSAGE “IMAGE NOT PRESENT” USE A DIFFERENT USB STICK.
I want instructions how to flash my STB-3 back to factory
Please follow the instructions below:
NOTE YOU SHOULD ONLY DO THIS IF INSTRUCTED TO BY UKTV TECH SUPPORT!! SETTINGS FOR UKTV MODEL 3 (254) Get a USB flash drive and format it so theres nothing on it. Then create a directory (folder) called mag254 – IT MUST BE EXACTLY THIS inside that directory place the 2 files that you will download from this link – https://www.dropbox.com/sh/j2rxcx3tcxz5e32/AABjlZD_obIcZ02mqHNdxP36a?dl=0
Then once they are copied over put the USB stick in the BACK usb port of the box and then follow the steps below.
Other/My problem isn't listed here - For bufferring/freezing issues please fill in the Freezing/Buffering form not this form