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FAQ
1. New User FAQ
1.1 How do I set-up an account?
1.2 What credit cards do you accept?
1.3 Can I use my debit card to pay for my subscription?
1.4 Do you accept other payment methods?
2. Subscription FAQ
2.1 How do I watch my channels after subscribing?
2.2 How do I change the Time Zone Settings?
2.3 How do I change/upgrade my JumpTV channel or package?
2.4 How do I renew my JumpTV subscription?
3. JumpTV Account FAQ
3.1 What should I do if I forget my password?
3.2 How do I change my password?
3.3 What does: “Not available in my area” mean?
3.4 How do I cancel email updates from JumpTV?
3.5 How do I delete channels from My Playlist?
4. Payment & Billing FAQ
4.1 How does your billing operation work?
4.2 What credit cards do you accept?
4.3 Can I use my debit card to pay for my subscription?
4.4 Do you accept other payment methods?
5. Troubleshooting/ Technical FAQ
5.1 What system requirements do I need to watch JumpTV?
5.2 Can I use AOL as my browser when accessing my JumpTV subscription?
5.3 How do I watch JumpTV using Mac OSX?
5.4 How do I download and install the Windows Media Player?
5.5 What are the optimal configurations for my media player?
5.6 What does it mean when the Windows Media Player is "buffering"?
5.7 How do I increase my buffer size?
5.8 Why do I sometimes see a green screen?
5.9 How do I check the bandwidth available to me on my Internet connection?
5.10 What do I do if the audio is not working?
5.11 How do I update my audio/video codecs?
5.12 Why I am receiving a DRM License window for my channel?
5.13 How do I delete temporary Internet files in my browser?
5.14 How do I enable cookies on my browser?
5.15 How do I select full-screen mode and return to my channel page in WMP?
5.16 How do I put a shortcut for my channel on my computer's desktop?
6. Other questions
6.1 Does JumpTV offer packages or bundles of channels?
6.2 Can I use my JumpTV account from any location?
7. Support FAQ
7.1 How do I contact JumpTV customer support by email?
7.2 How do I contact JumpTV customer support by phone?
7.3 Do you offer support in my native language?
7.4 What information will customer support need to help me as quickly as possible?
1.1. How do I set up an account?
Follow these easy steps to create a new JumpTV account:
- On the JumpTV home page, click on the geographical region of the channel or package you are interested in.
- Use the Country and Channel menus to locate the channel or package of your choice.
- Click on the Subscribe Now button.
- Fill out the subscription form and click Submit to complete the transaction. You now have a JumpTV account!
As your available choices may change from time to time, please browse the channels often to make sure you are receiving the best possible options.
1.2. What credit cards do you accept?
Visa, MasterCard and American Express.
1.3. Can I use my debit card to pay for my subscription?
No. Only a credit card can be used for online subscriptions.
1.4. Do you accept other payment methods?
Yes. For subscriptions of six months or more, JumpTV also accepts payment by Paypal, certified cheque or money order.
Paypal:
You can pay for your subscription using a Paypal account (www.paypal.com).
(See **Disclaimer NOTE below.)
For subscriptions of 6 months or more for High Speed: US $9.95 x 6 = US $59.70.
Please use the service@jumptv.com address to make your payment and email support@jumptv.com with notification that it has gone through
so that we can activate your subscription.Certified cheque or International money order:
For subscriptions of 6 months or more for High Speed: US $9.95 x 6 = US $59.70.Please make your cheque or money order payable to:
JumpTV.com
463 King Street West, 3rd Floor
Toronto, Ontario
Canada M5V 1K7
Disclaimer NOTE: We provide this information as a courtesy and cannot accept responsibility for any content/downloads on linked websites or be liable for any changes made on your
computer/network etc in order to view or attempt to view the JumpTV online stream.
1.5. What system requirements do I need to watch JumpTV?
The JumpTV web site runs best on Internet Explorer version 6 or higher, and on Windows XP. It may work on other operating systems and browsers, but not reliably and some features may be limited or unavailable if you are running from a configuration that is not recommended.
Recommended Profile:
Operating System: Microsoft Windows XP Home Edition, Professional Edition, or Media Center Edition
Web Browser: Internet Explorer 6 or above. (Firefox is not recommended as some features will be unavailable.)
Media Player: Windows Media Player 9 or above: See **Disclaimer note below.
(download from the Microsoft web site here: http://microsoft.com/mediaplayer)
Processor: At least 500Mhz Intel Pentium/Celeron Family or AMD K6/Athlon/Duron Family or compatible
RAM: 256MB RAM +
Connectivity: Broadband (cable, DSL, or a T1 Line). Our streams are also compatible with windows mobile devices.
Please note that new Intel Macs (Mac book, Mac Book Pro, iMac) do not support Windows Media yet and JumpTV service is unavailable to those users.
For additional technical information, please see our Troubleshooting/ Technical FAQs.
**Disclaimer NOTE: We provide this information as a courtesy and cannot accept responsibility for any content/downloads on linked websites or be liable for any changes made on your computer/network etc in order to view or attempt to view the JumpTV online stream.
1.6. How do promotion codes work?
Coupon: a specific dollar value that is discounted from the original price i.e., Get $5 off!Discount: a specific percentage value discounted from the original purchase price i.e., Get 50% off
Free Days (with purchase): this type of promotion adds extra days on to the length of your subscription i.e., Get 45 days of viewing for the price of 30 days!
Free Days (no obligation): this type of promotion entitles the user to a number of free days without having to purchase a product i.e., try our service for free for 30 days. No purchase required.
2.1. How do I watch my channels after subscribing?
We welcome you as a new subscriber to JumpTV! To watch your channel please use only Internet Explorer and follow these steps:
- Go to www.jumptv.com.
- Click on Sign in and log in.
- Go to My Playlist.
- Click on the blue Watch button in front of your desired channel.
Now your channel will start playing in the embedded media player screen.
2.2. How do I change the Time Zone Settings?
You can adjust the timing according to your Time Zone through "My Profile" in your Account. Please follow the steps below to change the time zone in your account.
- Click on Sign in and log in.
- Go to My Profile.
- Select Preferences.
- Click on Edit orange button.
- Select your Time Zone from the drop down menu and hit Submit.
2.3. How do I change/upgrade my JumpTV channel or package?
Follow these steps to change your JumpTV channel or package:
- Click on Sign in and log in.
- Go to the My Profile section and select Channels.
- Next to the channel you are subscribed to change the subscription status to Cancel and click Update to prevent further billing.
- Select your new channel or package.
- Press Subscribe Now and follow the subscription instructions.
New channels & packages will be billed at the rate indicated on the “Subscribe now’ window. You can save money by subscribing to a 6 month term .
2.4. How do I renew my JumpTV subscription?
Your account will renew automatically at the end of each term until you cancel your subscription (which you may do at any time), or until your subscription is cancelled by JumpTV.
2.5. How do I cancel my JumpTV subscription?
- Click on Sign in and log in.
- Go to the My Profile section and select Channels.
- Under Subscription, click on ‘Active subscription’ and change to ‘Cancel subscription’ and click Update. Follow the remaining onscreen instructions.
You can also send a cancellation request to support@jumptv.com. Once cancelled, your channel will remain active until the end of the paid subscription term and all further credit card charges will stop.
2.6. I cancelled my JumpTV subscription and would like to rejoin. Can I use my prior account information?
Welcome back! Sign in with your sign in name and password you used on your original account.
- Click on My Profile, Account Profile and update any information under all three sections:
Customer Name, Billing Address, and scroll down to Payment Information. - Select Channels
- Select a channel or package.
- Press Subscribe Now and follow the subscription instructions.
Some channel/Packages offer a 6 month subscription that offer a discounted rate which will save you money.
3.1. What should I do if I forget my password?
- Select the Sign in link located on the home page in the top right hand corner.
- Click on Forgotten your password?
- Enter the email address associated with your JumpTV account.
- Another screen will appear where you will enter your same email address again. Press Send.
You will receive an email with a temporary password. This password will automatically expire within 14 days. This password is only good for 24 hours,
so you must change it to something personal (and memorable) once you log into your account.
To change your password:
Go to <My Profile>, <Account Profile>, <User Login> and select Change Password.
Enter your new temporary password that you received via email from JumpTV into the Re-enter Current Password field.
Then create your new password and then enter it again to confirm it. Press Submit when done.
If you did not receive a temporary password from JumpTV, please verify the following:
- Check your Junk/Bulk mail folder for an email from JumpTV.
- Are you checking the email account that you originally used to sign up for JumpTV? The password would be sent to the email address on your My Profile page.
If the password has not arrived within three hours, please contact support@jumptv.com and we will manually assign you a temporary password.
3.2. How do I change my password?
To change your password:
- Click on Sign in and log in.
- Go to <My Profile>, <Account Profile>, <User Login> and select Change Password.
- Enter your new password. You will be asked to confirm your old password.
- Click Update.
3.3. What does: “Not available in my area” mean?
This message appears when you have subscribed to a channel which is not available in your geographical area due to legal right restrictions.
For further assistance, please contact our support team at support@jumptv.com
3.4. How do I cancel email updates from JumpTV?
To cancel email newsletters and alerts, you must log into your account and go to My Profile section and select Account Profile. Uncheck the Subscribe to JumpTV Newsletter box and click Update.
3.5. How do I delete channels form My Playlist?
Free-to-Consumer channel:
- Click on Sign in and log in.
- Go to <My Profile>, then <Channels> and select <Remove from Playlist>.
Paid channel:
- Click on Sign in and log in.
- Go to <My Profile>, then <Channels> and go to <Subscription>.
- Change the drop down menu to read <Cancel Subscription>.
3.6. I can’t Sign in, it takes me back to the Sign in page?
This usually happens when the date is not correctly set on your PC. Adjust you date to the current calendar.
- Go to Start button on your PC. Go to <Settings> and <Control Panel>.
- Double click on <Date and Time> Icon. Here you can adjust the Date, Month and Year.
3.7. Why do I see a Lock for my channel?
This message appears because you are signed in twice. Either:
- The last user did not Sign out when finished viewing.
- Or you are signed in on two computers.
- You have opened our JumpTV home page more than once at the same time.
- To continue viewing, <Sign out> and close all open JumpTV home pages. <Sign in> again and if an
‘Unlock Now’ button appears, click this to unlock your account and begin viewing.
Once you have completed one of these actions, you should be able to watch your channel again. For future reference, your subscription can be viewed from anywhere
you have an internet connection, but you can only be signed in once at any time.
4.1. How does your billing operation work?
JumpTV bills on an auto-renewing basis as a convenience to our customers. This means at the end of every billing term, your credit card will automatically be charged for the next term. This way, you won’t miss out on watching any of your favorite channels. And it saves you time as you don’t have to remember to subscribe every term.
This convenient automatic billing happens at the end of each term, until such time that you cancel your channel (which you may do at any time), or until your subscription is cancelled by JumpTV. If you choose to cancel a channel or package, you will still have access to view this channel/package until the end of the paid term.
You can add new channels and packages at any time by:
- Browse through the Channels and Packages offered by Country.
- Once you find your channel of interest click on Preview. A window will open to the right of your viewing screen which will have the link Subscribe Now.
- Click on the Subscribe Now button to complete the subscription process.
4.2. What credit cards do you accept?
Visa, MasterCard and American Express.
4.3. Can I use my debit card to pay for my subscription?
No. Only a credit card can be used for online subscriptions.
4.4. Do you accept other payment methods?
Yes. For subscriptions of six months or more, JumpTV also accepts payment by Paypal, certified cheque or money order.
Paypal:
You can pay for your subscription using a Paypal account (www.paypal.com).
(See **Disclaimer NOTE below.)
For subscriptions of 6 months or more for High Speed: US $9.95 x 6 = US $59.70. Please use the service@jumptv.com address to make your payment and email support@jumptv.com with notification that it has gone through so that we can activate your subscription.Certified cheque or International money order:
For subscriptions of 6 months or more for High Speed: US $9.95 x 6 = US $59.70.
Please make your cheque or money order payable to:
JumpTV.com
463 King Street West, 3rd Floor
Toronto, Ontario
Canada M5V 1K7
**Disclaimer NOTE: We provide this information as a courtesy and cannot accept responsibility for any content/downloads on linked websites or be liable for any changes made on your computer/network etc in order to view or attempt to view the JumpTV online stream.
4.5. How do I update my credit card information?
- Click on Sign in and log in.
- Go to <My Profile> section and select <Account Profile>.
- Scroll down to <Payment Information> and enter the new credit card information and press <Submit>.
- Your account has been updated.
4.6. Why did you charge me twice?
Firstly, let me say that JumpTV did not charge your account twice. The only reason two charges would appear on your on-line statement is if the first attempt to charge your credit card failed. Our system will automatically try again to put the charge through until it is successful. This happens more often with debit cards as these transactions require you to input your PIN, than it does with credit cards, and if you have tried to a debit card, it will get rejected as we cannot process a debit card transaction.
If your transaction was not authorized, it was declined. The bank however, placed a ‘hold’ on these funds. Please contact your credit card or bank and ask for the release of the ‘hold’.
We are completely perplexed by this behavior, but according to all banks it is commonplace and there is absolutely nothing we can do to prevent it. Our apologies if this has happened to you and we suggest you use another payment mechanism.
5.1. What system requirements do I need to watch JumpTV
The JumpTV web site runs best on Internet Explorer version 6 and higher on Windows XP. It may work on other operating systems and browsers, but not reliably and some features may be limited or unavailable if you are running from a configuration that is not recommended.
Recommended Profile:
Operating System: Microsoft Windows XP Home Edition, Professional Edition, or
Web Browser: Internet Explorer 6 or above. (Firefox is not recommended as some features will be unavailable.)
Media Player: Windows Media Player 9 or above. See **Disclaimer NOTE below
(download from the Microsoft web site here: http://microsoft.com/mediaplayer)
Processor: At least 500Mhz Intel Pentium/Celeron Family or AMD K6/Athlon/Duron Family or compatible
RAM: 256MB RAM +
Connectivity: Broadband (cable, DSL, or a T1 Line). Our streams are also compatible with windows mobile devices.
Please note that new Intel Macs (Mac book, Mac Book Pro, iMac) do not support Windows Media yet and JumpTV service is unavailable to those users.
For additional technical information, Please read our Troubleshooting/ Technical FAQs.
**Disclaimer NOTE: We provide this information as a courtesy and cannot accept responsibility for any content/downloads on linked websites or be liable for any changes made on your computer/network etc in order to view or attempt to view the JumpTV online streams.
Other General Settings:
JavaScript turned ON - This is the standard setting for all browsers. The site will not work if JavaScript is turned off.
Cookies enabled - This is the standard setting for all browsers. If cookies are disabled, you may experience difficulties viewing certain content. For help enabling cookies on your browser, please scroll down in this System Information section to see the question on cookies.
Pop-up Blocker turned OFF - Some applications, such as the Media Player, are launched in separate pop-up windows. You may not be able to launch these applications properly if you have Pop-up Blocker turned on.
5.2. Can I use AOL as my browser when accessing my JumpTV subscription?
JumpTV recommends that you use Microsoft Internet Explorer 6 or above however, many of our subscribers find that AOL version 9 and above does work. When using an earlier version of AOL in conjunction with JumpTV, you may get an "Illegal Operation" error message, or your browser may shutdown automatically, booting you offline. If you are booted offline when clicking on a channel and you are using AOL as a browser, simply use a different browser such as Internet Explorer. As long as you are using a separate browser, you can continue to connect to the Internet using AOL. Sign into AOL, minimize AOL, and then pull up a separate browser to go to JumpTV.
If you find that your viewing is slow, or buffering, we do suggest that you close all other applications to fix this.
5.3. How do I watch JumpTV using Mac OSX?
JumpTV streams in Windows Media Format and does not support Macintosh, but we do have Mac OS X users who use Flip4macTM software to watch our streams and this works for all streams except our Sony Entertainment Television (SET) streams from India. If you are a Mac OS X user and would like to subscribe to JumpTV, please go:
See **Disclaimer NOTE below.
to:http://www.microsoft.com/windows/windowsmedia/player/wmcomponents.mspx and download the latest version of Flip4mac. Although we don't actively support this software, this will allow you to view most of our streams. If you are on Mac and you purchase a subscription but can not get this software to work, our support team will be happy to refund your purchase if you reference this FAQ.
**Disclaimer NOTE: We provide this information as a courtesy and cannot accept responsibility for any content/downloads on linked websites or be liable for any changes made on your computer/network etc in order to view or attempt to view the JumpTV online streams.
5.4. How do I download and install the Windows Media Player?
Click here, and then select the appropriate Windows Media Player for your operating system. After the download, open the installer and complete the installation.
5.5. What are the optimal configurations for my media player?
For the Windows Media Player Series 9 or 10, use the following configurations:
- Pull down the Tools menu of your Windows Media Player and select Options.
- In the Player tab, be sure the Download Codes Automatically box is checked.
- Be sure the Connect to the Internet (overrides other commands) box is checked.
- In the Performance tab in the Connection Speed category, select Choose connection speed.
- In the connection speed drop down menu, choose the speed that adheres to your Internet service. If you do not know your connection speed, contact your Internet Service Provider.
- Select the Network tab.
- Uncheck the top two Streaming Protocol circles: Multicast and UDP. Leave TCP and HTTP checked.
- Below in the Streaming Protocols section, click on the HTTP protocol.
- Click Configure.
- Change the Proxy Setting to Do Not Use a Proxy Server>.
- Click OK in the Configure Protocol window.
- Click Apply.
We provide this information as a courtesy and cannot accept responsibility for any content/downloads on linked websites or be liable for any changes made on your computer/network etc in order to view or attempt to view the JumpTV online streams.
5.6. What does it mean when the Windows Media Player is "buffering"?
If you see a message indicating that Windows Media Player is buffering after the video has started playing, it means that the player ran out of data from the stream and has to wait to receive more data from JumpTV before it can start playing again. This can be caused by any of the following:
- You are trying to view a stream for which your connection to the Internet is inadequate. (Dial-up service is not recommended.)
- Your Internet connection is temporarily busy with another task, such as downloading a large e-mail attachment or Web page in another window. We suggest you close all other open connections.
- Your connection to the Internet is temporarily congested, due to traffic. We have no control over this and suggest you wait and try again soon.
- Yes, it is true; the problem is occasionally on our side! And we are working on it .
If this is an ongoing problem when you view your online channel, you may want to increase the size of your Windows Media Player buffer as this should improve your viewing experience by eliminating some of the starts and stops. Please follow these easy steps:
Increase your Windows Media Player buffer:
- Open Windows Media Player.
- Go to <Tools> menu, click <Options>. The Options dialog box appears.
- Click the <Performance> tab.
- In the Network Buffering area, if the “Use default buffering (recommended)” is selected: Select <Buffer> and enter a value in seconds. Maximum 60 seconds. The draw back to increasing the buffer size is that you will have to wait longer for the actual channel to begin. The upside is that this should improve your viewing experience. We suggest you enter 10 seconds.
5.7. How do I increase my buffer size?
To increase your buffer in Window Media 9 or Windows Media 10, follow these steps:
- Select <Options> from the Windows Media Player drop down menu.
- Click on the <Performance> tab.
- Under the <Network Buffering> section, change the seconds of content to 10. There is a maximum 60 seconds allowed, however, the higher the number you enter, the more time your screen will take to start up your viewing.
- Click <OK>.
5.8. Why do I sometimes see a green screen?
The problem with the green screen has to do with the Windows Media Player settings. We need you to configure the Windows Media Player as per the steps mentioned below.
- Open Windows Media Player.
- On the <Tools> menu, click <Options>. The Options dialog box appears.
- In the Options dialog box, click the <Performance> tab.
- In the Video acceleration area, move the slider to turn down or turn off video acceleration.
- Test to see whether the video will play back correctly.
If the video still does not play back correctly, repeat steps 4 and 5. Move the slider down until the issue no longer occurs.
5.9. How do I check the bandwidth available to me on my Internet connection?
To view our 100k, 350k, 750k, and 1MB streams, you need more than that amount of bandwidth available (375 kbps for a 350k stream, for example). To check this in Windows Media Player while watching the channel, follow these directions:
1. Click on <View>.
2. Click on <Statistics>.
3. Click on <Advanced>.
You will see your connection speed here. Please note: Performing a separate internet activity while watching your channel can greatly affect the performance. We recommend closing all other programs.
To set the speed in Windows Media Player, follow these steps:
- Click on <Tools>, then < Options>, then < Performance>.
- Click on the <Choose Connection Speed> button and select your speed from the drop down box.
5.10. What do I do if the audio is not working?
Here are some suggestions to help isolate the audio problem:
- Go to the main page on JumpTV.com
- Click on any other channel page and check if you can hear the free preview videos.
- Check the audio level on your computer by clicking on the <Start> button and going to Choose <Settings>, then <Control Panel>, then < Sounds>. Make sure the volume is turned up.
- Play .mp3 or CD to check if the audio is working on your computer.
- Make sure that you can get sound from your PC. Your PC needs to be able to play .WAV files or .MP3 files.
- It is possible that the analog sound signal from your CD is hooked up correctly, but the digital PC sound is not.
- If your PC can make sound (play a .wav file), then you may need to update your copy of Media Player so that it has the corrected modules for decoding and playing sound. You can download the latest version of Windows Media Player here:
See **Disclaimer link below http://www.microsoft.com/windows/windowsmedia/default.mspx - You may also need to update your video/audio codecs. See the "How do I update my video/audio codecs" FAQ on this page.
- Finally, if you're still having trouble, please go to our customer support form.
**Please read our Disclaimer regarding changing your computer's configuration or downloading software or downloading.**
5.11. How do I update my audio/video codecs?
In addition to an updated version of Windows Media Player, you also need to have the correct codecs installed to be able to see and hear our video. Please note: Internet Explorer can automatically download the required codecs (within the restrictions imposed by the security settings), but Netscape cannot. Once the codecs are installed, either manually or from Internet Explorer, either browser (Internet Explorer or Netscape) can use them.
You can have Windows Media Player download codecs automatically by checking the appropriate box by:
- Click on <Tools> in Windows Media Player.
- Select <Options>. Select <Player>.
- Check the box to <Download codec’s automatically>.
5.12. Why I am receiving a DRM License window for my channel?
This issue can be rectified by allowing the Windows Media Player to download the usage rights automatically by performing the following settings:
- Open the Windows Media Player.
- Click on <Tools>.
- Select <Options>.
- Click on the <Privacy> Tab
- Check mark the option <Download usage rights automatically when I play or Sync a file>
- Click <Apply> and <OK>
- Now Close the Windows Media Player and login to your JumpTV account
5.13. How do I delete temporary internet files in my browser?
If you are having difficulty accessing JumpTV, you should clear out your browsers. If you receive a "Page Cannot Be Displayed" or similar error, deleting temporary Internet files in your browser should solve the problem. Here is how to clear the most popular browsers supported by JumpTV:
Internet Explorer 6: See **Disclaimer link at bottom
- Pull down the <Tools> menu and select < Internet Options>.
- Click <Delete Files>. (Click <OK> in the Delete Files window.)
- Click <OK>.
Mozilla Firefox 1.5: See **Disclaimer link at bottom
- Pull down the <Tools> menu and select <Options.
- Select the button <Privacy> on the top most part of the dialog box.
- Select the <Cache> tab below.
- Click the <Clear Cache Now>.
- Click <OK>.
Netscape 7: See **Disclaimer link at bottom
- Pull down the <Edit> menu and select <Preferences>.
- On the left, open the Advanced submenu and select the <Cache> category.
- On the right, click on <Clear Cache>.
- Click <OK>.
**Please read our Disclaimerregarding changing your computer's configuration or downloading software.**
5.14. How do I enable cookies on my browser?
Check your Web browser's Help option for instructions on turning cookies on or off. Cookie settings are found in the browser's <Tools> or <Preferences> section. Below are directions on how to locate the cookie settings on the most popular browsers supported by JumpTV:
Internet Explorer 6: See **Disclaimer link at bottom
- Pull down the <Tools> menu and select <Internet Options>.
- In the <Privacy> tab, the bar on the right slides up or down, setting the cookie level.
- Configure your browser to accept cookies, at your preferred level.
Mozilla Firefox 1.5: See **Disclaimer link at bottom
- Pull down the <Tools> menu and select <Options>.
- Select the button <Privacy> on the top most part of the dialog box.
- Select the <Cookies> tab below.
Netscape 7: See **Disclaimer link at bottom
- Pull down the <Edit> menu and select <Preferences>.
- On the left, open the <Privacy & Security> category and select <Cookies>.
- Configure your browser to accept cookies, at your preferred level.
**Please read our Disclaimerregarding changing your computer's configuration or downloading software.*
5.15. How do I select full-screen mode and return to my channel page in WMP?
You can transition to full screen mode by doing one of the following:
- Pressing ALT + ENTER on your keyboard while the video is playing.
- Double clicking on the video stream image as it plays.
- Right-clicking on the video stream image as it plays and selecting `Full Screen” from the video size menu.
- To return to the regular size just double click again or press your "esc" key on your keyboard.
5.16. How do I put a shortcut for my channel on my computer's desktop?
Internet Explorer 6:
- Sign in and log in.
- Go to <My Profile>. Click on the <Channels> page, right click the appropriate channel.
- Select <Copy Shortcut>.
- Right click on the background of your desktop and click <Paste>.
- You can then edit the properties of the "shortcut" on your desktop by right-clicking and selecting <Properties>.
Mozilla Firefox 1.5:
- Sign in and log in.
- Go to <My Profile>. Click on the <Channels> page, right click the link you wish to save.
- Select <Save Link As>.
- Navigate to your desktop and select <Save>.
- You can then edit the properties of the "shortcut" on your desktop by right-clicking and selecting <Properties>.
5.17. Why the Explorer shuts down when I open JumpTV?
Internet Explorer needs to reset to resolve this issue. To do so, please follow the steps mentioned below: See **Disclaimer link below.
- Open <Internet Explorer>
- Click on <Tools>
- Select <Internet Options>
- Click on the last tab <Advanced>
- Hit the <Reset> Button in the bottom.
If you get an alert that "Google Tool Bar is preventing to change the home page" then select the allow option. Now it will ask you to restart Internet Explorer, close it and reopen.
**Please read our Disclaimer regarding changing your computer's configuration or downloading software.**
5.18. Why the Windows Media Player in Vista stuck on ready?
This happens when the Windows Media Player (WMP) plug-in for Internet Explorer is corrupt for some reasons. Unfortunately, Microsoft did not provide the plug-in to re-download for Vista users. You may alternatively use Firefox to watch your JumpTV channels, however, you have to download and install the WMP plug-in for Firefox for Windows Vista. (Firefox is not recommended as some features will be unavailable.)
If you still want to use Firefox, the plug-in can be downloaded from here. Please read **Disclaimer below.
http://port25.technet.com/pages/windows-media-player-firefox-plugin-download.aspx
**Please read our Disclaimer regarding changing your computer's configuration or downloading software.**
6.1. Does JumpTV offer packages or bundles of channels?
Check our JumpTV home page (www.jumptv.com) for the latest channel package deals. When you purchase a 6 month subscription, you usually save money!
If you would like to request a channel that is not currently available, please write to us at support@jumptvinc.com for future consideration.
6.2. Can I use my JumpTV account from any location?
As long as you're using a computer that meets the system requirements and has high-speed Internet access, you can access your account from anywhere, at anytime.
What you cannot do is watch your subscription from more than one computer at the same time. If so, the system will disconnect all computers that are using the JumpTV account and lock the account until you sign in again. Once you have signed back into your JumpTV account, you can continue to watch your channel. If people sharing an account experience a lock out too often, you may want to consider getting separate accounts.6.3. Can I connect JumpTV to my television?
You will need the proper S-Video, RCA or VGA output cables to link your PC to your television. For more information look here:
http://www.weethet.nl/english/video_connect_pc2tv.php
**Please read our Disclaimer regarding changing your computer's configuration or downloading software.**
6.4. Why is my channel not live?
JumpTV does provide live broadcasts, but sometimes you will receive a repeat broadcast from earlier in the day or a sign stating: "The channel you are watching does not have the rights to broadcast the currently scheduled program online".
There are two reasons this may occur:
- If the channel is broadcasting an event that has not been cleared legally for transmission over the internet
- If the main signal has been suspended due to a religious holiday or technical difficulties.
These occurrences are beyond JumpTV's control, and we post the repeat broadcast so that your screen is not blank. We apologize for any inconvenience this might cause.
7.1. How do I contact JumpTV customer support by email?
Please contact us at support@jumptv.com. Our Customer Care Team is available 9:00 a.m. to Midnight EST, 7 days a week to assist you.
7.2. How do I contact JumpTV customer support by phone?
If you'd prefer a phone call, include your phone number in your email to us as well as a good time to reach you. Please note, though, that email remains our fastest and most efficient response method for customer issues.
Our Customer Care Team is available 9:00 a.m. to Midnight EST, 7 days a week to assist you.
7.3. Do you offer support in my native language?
We currently offer email support in English, Spanish, French and Arabic.
7.4. What information will customer support need to help me as quickly as possible?
If you have a problem not listed in these FAQ pages, please send us an e-mail at support@jumptv.com describing your situation. Please be sure to include your JumpTV username in your email message and we will reply as promptly as possible. Our Customer Care Team is available 9:00 a.m. to Midnight EST, 7 days a week to assist you.