Service Status Info

Service Status Info - August 11th 14.30 EST/19.30 GMT - Our apologies for delay in posting any updates or replying to any emails regarding last nights issues. We were in discussions with our server hosts most of the night as an issue at their end caused the problem. Most people had a login issue from around 17.00 EST/22.00 GMT last night and this lasted around 15 hours (until around 08.00 EST/13.00 GMT today). All apps and server URLs have been working as normal since this time. We do apologize for this downtime and clearly it affects us too as the last thing that we want is customers having issues. The server hosts had to change the DNS, which is normally seemless and doesnt affect customers, but something went wrong and then it took them all night to get the change reverted. We again apologize for this and if any customers are not satisfied you can just email us an we will refund you for your remaining time on your account as of when the issue started yesterday and cancel your account.

*IMPORTANT MESSAGE REGARDING OUR SEPARATE 'ON DEMAND' SERVICE. Accounts for this service are 'locked' to the first device that they are accessed on. Going forward we need all customers to 'bind' their accounts to an email address or phone number. We are having issues with some customers accounts that are not 'binded' as their device may have broken, they have changed device, or they wish to swap the one account between devices; but their account is tied to the original device. 'Binding' stops the account being locked to the first device that it was used on and enables it to be moved to a new device without the need to contact us. Please follow the steps below to 'bind' your account. ONLY 'BIND' ONE ACCOUNT TO ONE EMAIL ADDRESS/PHONE NUMBER OR IT WILL COMBINE THE TIME TOGETHER INTO THE ONE ACCOUNT. If you have more than one account then you will need to 'bind' them to separate email addresses/phone numbers. If your email address gives an error during the 'binding' process then you will either need to use a phone number or create a gmail/outlook/yahoo email account. If you do not 'bind' your account and you need it unlocking then this may take up to a week to do, so we do advise to 'bind'. ALSO, WE ADVISE THAT YOU DO NOT MAKE ANY ADJUSTMENTS IN THE 'CLOUD' SECTION AS YOU RISK DELETING ALL THE PROVIDERS - IT IS BEST TO AVOID GOING INTO THIS SECTION COMPLETELY.

BINDING PROCESS - To 'bind' the account go to the On Demand app home page on the device that you can access the account on, then to the account id towards the bottom right. When you click on that you will see the option to 'bind to an email address/phone number'. Follow the guide. You will create an account with a new password when you do this and then login with the email address/phone number and new password after 'binding'. DO NOT BIND MORE THAN ONE ACCOUNT TO ONE EMAIL ADDRESS/PHONE NUMBER.

* We recommend that customers do not set channels to favorites as some apps seem to give playback issues when using through favorites. Instead use the direct channel links in the respective section. We do appreciate that this may be inconvenient, but it does give better results.

* You must refresh the playlist in your apps daily so that special events such as PPV events are updated as they are added each day. They all have a function to update that just takes one click. This ensures that the days events then populate in your app as they are added at our end.

* If you are using a VPN then please use a good one such as IP Vanish. The free ones are useless and you will have problems with them. You connect your VPN to the country that you live in and preferably to a server near to where you are. Please don't connect it to the other side of the planet as you will lose vital speed. 

*If you have any issue then please do not send an email with 'it isn't working' or anything similar to this. We don't have the time to keep sending email after email to actually get details of what you should be sending in the first place. We need as much info as possible in one email. The issue, the device, the app, the channel/section, after how long it is happening, and a photo of the login page with ALL the details visible if it is a login issue. Always clear the cache for the app and reboot your device and router first. If we keep getting emails with no workable info then you wont get a reply.

*You must use a VPN if in Europe. This has always been the case, and blocks by internet providers when certain events are on are becoming more common. The blocks prevent complete access to the system unless you use a VPN. A VPN totally eliminates this issue.