Freeview HD and devices
Q. What is ‘Freeview HD’?
A. Freeview HD is a standard that came out in early 2010. As well as allowing high- definition TV channels it allows any compatible TV or set-top box to connect to the internet. Our services require the latest version of the Freeview HD specification which is available on all devices released after April 2011.
Q. On what devices can I watch ConnectTV channels?
A. In addition to all new Freeview HD devices, our services also work on a large range of legacy Freeview HD devices. These include:
- LG 2012
- Panasonic 2012
- Panasonic 2011
- Samsung 2012
- Sony 2012
- Sony 2011
Set Top Boxes:
- Panasonic 2011 PVRs
- Panasonic 2012 PVRs
- TVOnics PVRs
Q. When is it coming to Freeview/Freesat/Sky?
A. Our channels are designed to work with Connected DTT TVs and set-top boxes. So if your box doesn’t have a broadband internet connection, you can’t receive our channels on it. We’re currently on Connected DTT platforms but will, over time be bringing our channels to other services. Sky is a proprietary “closed” service and we at present have no relationship with them.
Q. Will this service work on a regular Freeview set-top box connected to an HD television?
A. There are a few Freeview devices that support our services. These include:
- Sony 2011 TVs
- netgem PVRs
Q. Do I need a special broadband router?
A. No. You just need a Freeview HD TV set or device which is connected to a TV aerial, and to your broadband internet connection.
Q. I have a ‘Connected DTT’ device but can’t see any of your channels on my channel guide
A. You may need to tell your Freeview HD device to retune itself to pick up new channels that are available (this applies to all new channels, not just ours).
Q. I have a ‘Freeview HD’ device but get an error when I try to access any of your channels
A. Unfortunately some of the early Freeview HD devices are not fully compatible with parts of the Freeview HD standard. In this case you should refer to the device manufacturer to see if/when a software upgrade may be available. Many devices allow you to update the soft are over the internet or via USB. All 2012 Freeview HD devices that we have tested are compatible and we’re working with the manufacturers of the incompatible boxes to help them resolve these issues.
Our TV Services
Q. Why are some of your channels free but others are charged?
A. Not all TV channels available on Freeview are free to watch (for example Top up TV). We work with our content providers to support however they want to deliver their content: some are free to air (with or without advertising), others are charged, either on a subscription or a pay-per-view basis.
Q. How do I subscribe to paid channels?
A. Before watching on your TV set you need to subscribe via our website. Please click here for full details on how to subscribe.
Q. Do I need to sign in to the service every time I want to watch paid services?
A. No. You will only need to sign-in with your username and password for the first time after you subscribe. After that your TV set or set-top box will recognise you. The only exceptions might be if you reset your device, or replace with a new device, or if you decide to log out.
Q. Are the channels broadcast in high-definition (HD) or standard-definition (SD)?
A. Currently ConnectTV channels are currently delivered in standard definition. We have been testing HD services which may go live in the future. These required a faster broadband connection.
Q. Will watching ConnectTV channels count towards the bandwidth quota of my contract with my ISP?
A. Yes. You should check your data usage monthly limits but our content is about the same as watching TV or video on a the BBC iPlayer (c 1.5 Mbps). As a rough guide, watching an hour of standard definition TV will use about 550MB of download capacity.
Q. Can I record broadcasts on ConnectTV?
A. This will depend on the kind of Connected DTT device you have. Some of them support the recording of content delivered over an internet connection, but some do not.
Q. Will there be more channels available in the future?
A. Yes. We are constantly adding new channels to our network and these will be publicised on our web site.
Q. How much does it cost to watch the TV channels?
A. The price of subscription or pay-per-view is determined by our content partners for each channel. Please refer to their web pages for further information on this.
Q. How do I pay to watch the TV channels?
A. Before watching on your TV set you need to subscribe via the website of our individual channel content partners. The details for each are available on their web pages for further information on this.
Q. Is your payment service secure?
A. We use a number of payment services including PayPal, WorldPay and PayWizard to provide secure payment services.
Q. How do I cancel my subscription?
A. You can cancel your subscription at any time via our content partners website.
Error messages on TV set
Q. Error message says ‘You do not have a compatible Freeview HD device’
A. This means that the DTT service does not recognise your TV set or set-top box as. If you have a recent Freeview HD device you may need to update the software. If you do have an old Connected DTT device there may be an issue. See (link to Q. I have a ‘Freeview HD’ device but can’t access RUK)
Q. Error message says ‘We cannot find an internet connection’
A. This means that you have a compatible device but we cannot detect any internet. Please check that internet cable is properly connected, and that your broadband service is working properly. In some cases this can be resolved by tuning away from our channel and back again.
Q. Error message says ‘The channel is currently unavailable’
A. There may be a temporary problem with the broadcasting of the stream. Try exiting the channel and returning. If there is still a problem we will already be working on it!
Q. Error message says ‘There is a problem with your subscription’
A. There may be a problem with your subscription payments – perhaps your payment card has expired. Please go to the website of our individual channel content partners for more details.
Q. I cannot find Channel 113 on my Freeview EPG
A. Whenever new channels are added to Freeview your digital TV or set-top box needs to rescan/retune to find these channels. Some devices will do this automatically, otherwise you will need to do this manually by going through the menu options on your device. If the channel is not visible after a retune you may need an aerial upgrade.
Q. The TV channel/screen seems to have frozen
A. If the back/exit button does not seem to work, then exit the ConnectTV service by using the Channel UP or DOWN buttons on your remote. Then return to the channel. In some cases the GUIDE button will also exit the service.
Q. What happens if I have forgotten/lost my username or password?
A. If you have forgotten your password please go to the website of our individual channel content partners.
Q. Is Connect TV collecting my personal data?