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Technical - General

Why am I getting a "video playback error" on my iOS device, Android device or on my Apple TV?

This message will be displayed when you try to watch CTV GO video content on an iOS, Android or Windows 8.1 or Apple TV device that does not have an official release of the OS (operating system) software. CTV GO only supports official releases. "Jailbroken" devices are not supported.

Will I have the option to select video quality so I can ensure I don't go over my monthly Internet bandwidth allocation?

No, CTV GO was designed for the best TV watching experience possible. It automatically detects your connection speed and sends you the highest quality stream your connection can support. If you have concerns about video streaming consuming your Internet bandwidth allocation, you have the option to use your set-top box.

Does CTV GO require subscribers to purchase any additional equipment?

CTV GO will be available as a free app on most iOS, Windows 8.1 and Android devices, and computers.

Will streaming content on CTV GO use my cellular data plan?

Use of the CTV GO app on your mobile device via Wi-Fi will count against your Internet data plan when used at home, but not your cellular data plan. If you are using a free Wi-Fi network outside the home, the service will not count to your home Internet data plan or cellular data plan. If you stream content using cellular data, it will count towards your mobile data plan.

Will streaming content on CTV GO consume my monthly Internet bandwidth allocation?

Watching CTV GO on any device connected to your home network or Wi-Fi will consume bandwidth, similar to other streaming services.

How much bandwidth will I use while streaming video on CTV GO?

Streaming video can generally use between 0.2 and 0.9 GB per hour of viewing.

Will CTV GO use my personal information/data?

CTV GO will never compromise or share personal information received from our customers. Any tracking for measurement purposes is done at an aggregate level and not at an individual one.

What are the system requirements to access CTV GO from my computer?

For the best video viewing experience you should have a high speed Internet connection. The speed of your connection will determine the quality of the video, and how quickly your episode will begins playing on your computer. If you are a Windows user, CTV GO requires you to have a least Windows XP with Service Pack 2. If you are a Mac user, you must have Mac OS 10.6 or better.

Do I need to disable my anti-virus software or any firewalls in order to access CTV GO on my computer?

CTV GO operates using commonly accessible web protocols (HTTP, HTTPS) on standard ports for which most firewalls will allow access. If you have custom security in place, it may affect the ability of CTV GO to properly function. If you have installed a firewall at home, simply accept the request from your firewall asking if it's okay to access CTV GO. To make CTV GO an exception to your computer's firewall, go to your Internet service provider's online Help section and follow the instructions. For firewalls at work, you will need to contact your company's Information Technology department.

Do I need to adjust any web browser security settings on my computer to watch CTV GO?

When you log in, you are logging in with your TV Service Provider username and password, and because we don't ever see your username or password, to watch CTV GO, your browser must enable "Third Party Cookies," and must have the ability to use secure connections. Other than that, standard browser settings will work fine. The following links will provide more details:
Remove third party cookies on Firefox
Remove third party cookies on Chrome
Remove third party cookies on Internet Explorer
Remove third party cookies on Safari

Do I need a specific web browser to access CTV GO?

CTV GO will work on the most up-to-date versions of Internet Explorer, Firefox, Chrome, and Safari.
Steps to download:
Visit the browser's home page that you want to update:
Chrome: , then select the "Download Now" button
Firefox: , then select the "Download a Fresh Copy" link
Internet Explorer: , then select the "Get Internet Explorer" button

Can I set video quality settings on a per device basis?

No, CTV GO sets the video quality according to your device's ability and the speed of the connection you use so you can enjoy your show in the best quality available.