Home About WTV TV Chinese Voice Digital Platform ACOM Event Contact

FAQ

常見問題

Is it difficult to install and operate TVB Anywhere?

Are there internet speed and/or data requirements for the use of TVB Anywhere?

What is the difference between TVB Anywhere with other products in the market?

My home WiFi always disconnects or after connecting to WiFi image becomes abnormal. What is the reason?

After turning on device, screen displays “Loading data, please wait” and freezes, how can it be resolved?

Why are images on screen on and off with signs of stopping audio as well?

How to resolve when the same image repeats itself multiple times?

How do you resolve the blacked-out side of the screen?

Why there is no sound or Mandarin voice suddenly on Cantonese Channel/Intergrade Channel?

How to resolve when the image frozen all of a sudden and there is no response from pressing any key on the remote?


Is it difficult to install and operate TVB Anywhere?
TVB Anywhere uses directional keys remote to assist with the ease of control. It also features shortcut keys image001 for easy access to favourite channel plus a return key image005 to return to the main menu at any time. The box set comes with a corresponding Chinese and English instruction booklet.

In terms of installation, all that is required is connecting a HDMI cable to the TVB Anywhere device, plug in the power and it is ready to go.
Back to top


Are there internet speed and/or data requirements for the use of TVB Anywhere?
TVB Anywhere is an internet television service, a speed of 1.6Mbps to 2.7MBps is sufficient. Current ADSL broadband internet speed can range from 4-6Mbps where as VDSL can easily reach 10Mbps and above. As to the use of data, TVB Anywhere consumes on average of no more than 1GB per hour. Unlimited monthly plan is recommended.
Back to top


What is the difference between TVB Anywhere with other products in the market?
TVB Anywhere is a copyrighted, licenced Chinese television service with its own local server in New Zealand. Furthermore, there is a team of professional technicians that maintains the system as well as a team of customer service to ensure that customers can reliably use the service.
Back to top


My home WiFi always disconnects or after connecting to WiFi image becomes abnormal. What is the reason?
The following tests may assist in disconnection issues:
Test whether home Wi-Fi is functioning properly by simply browsing websites on home broadband internet connection via computer, tablets or smartphones, etc. If internet connection is unable to be established on these devices, please reboot router and try again. Should problem still exist after reboot, there may be a need for a router replacement. Please contact your internet provider.

Observe the distance between the actual TVB Anywhere device and the home router. If distance is over five (5) metres, it is recommended that customer use power line or cable for connection. This is because Wi-Fi may be interfered by other appliances at home such as microwave and smartphones, etc. which operates on the same frequency causing disruption.

In the case where Wi-Fi connection is established but disconnection occurs frequently or extensive buffering time is needed, please contact the customer service team as an internet optimisation and upgrade can be conducted. Tests and optimisation requires internet connection and TVB Anywhere to be switched on, to ensure efficiency, and please be within reach of the TVB Anywhere device for ease in operation.
Back to top


After turning on device, screen displays “Loading data, please wait” and freezes, how can it be resolved?
After turning on device, check if the date on the top right hand corner has been updated. If not, this means that TVB Anywhere has not yet been connected to the internet. Please ensure that LAN cable is correctly plugged in to both TVB Anywhere and home router. If wireless connection is used, please use remote to go into “system settings” then “internet settings”. If “Wireless internet SSID” displays “searching connection”, it means that Wi-Fi is not yet connected. In this case, please choose “Select wireless point” and then select the relevant home Wi-Fi name from the list then enter password.

If all settings appear to be correct, please switch off power and reboot both the home internet modem and TVB Anywhere box. Should problem persist, please contact our customer service team 09-5712288 for assistance.
Back to top


Why are images on screen on and off with signs of stopping audio as well?
Firstly check whether other channels and/or programs have the same problem. If the same problem occurs across all channels and/or programs, this may mean that there is a problem with the speed of internet. In this instance, please switch off and reboot both the home modem and router along with the TVB Anywhere device. For users connected via Wi-Fi, connecting with a LAN cable may resolve this problem.

If only certain channels and/or programs have this problem, please contact our customer service team 09-5712288.
Back to top


How to resolve when the same image repeats itself multiple times?
If the same image repeats itself around 2-3 times then resumes normal broadcast, it may be because of slow internet connection speed. However, if the same image repeats itself multiple times on a channel and/or program, then the problem may be because of the signals generated from the source of the program. In this case, please contact our customer service team 09-5712288.
Back to top


How do you resolve the blacked-out side of the screen?
Normal high definition broadcast ratio is 16:9. Should the source of the broadcasted program is from a broadcast ratio of 4:3, the two sides of the screen will be blacked-out.
Back to top


Why there is no sound or Mandarin voice suddenly on Cantonese Channel/Integrated Channel?
We have two sound tracks on Cantonese Channel and Integrated Channel to cater dual language programs, you can press image004 on the top of the remote to switch between Mandarin and Cantonese.
Back to top


How to resolve when the image frozen all of a sudden and there is no response from pressing any key on the remote?
Normal broadcasting service should resume by switching off the power and rebooting the TVB Anywhere device. Under normal operation, the light indicator should be red when device is on standby and will turn green once turned on. If the indicator light turns green but the device has no responses to the remote, check the batteries first, should problem persist after changing the batteries, please contact our customer service team 09-5712288 for assistance.
Back to top