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Reelplay TV Support

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Another World Computer Centre is an independent reseller of the Reelplay box and service and is therefore not responsible for any issues with your box, streaming service, internet speed, connection or account issues if you purchased your box or subscription directly from Reelplay or another supplier. We are happy to assist as much as possible but you will need to contact Reelplay or your place of purchase directly if you did not purchase the products directly from us.

Although the Reelplay TV box is extremely reliable things can sometimes go wrong. Please use this guide to diagnose any simple problems with your Reelplay device.  If you are unable to resolve your problems using this guide, it's best to chat with Reelplay TV Live Support directly. 

Reelplay Instructional Youtube Videos

You can use the following helpful videos to assist you to use and setup your Reelplay TV Box. We recommend you check these out first to ensure that your box is properly connected and configured.

How to activate your Reelplay Subscription - If you don't have an Activation Code, click here to Purchase a Reelplay Activation Code first.

How to set up your Reelplay TV Box

How to use the Reelplay Live feature

How to use the Reeltime 7 Day Rewind feature

How to configure the WIFI connection

Reelplay HD110 End-Of-Life Notice

The old HD110 box will be retired after the 31/3/2022. As the box is over 8 years old in design and has not been in production for since the end of 2019, future software and service updates will not be compatible with the HD110 any longer. Updates will be only be available for the HD220 series boxes moving forward. The HD220 has been completely redesigned using up-to-date components that provide more speed, more internal memory and better WIFI capabilities compared to the HD110.  The upgrade to the HD220 will be a mandatory upgrade in the future just like the changeover from Analog to Digital TV and 2G to 3G/4G mobile phones were.

If your subscription expires before the 31/3/2022 you can just discard the old box and order a new HD220 with a new subscription. If your subscription expires iafter the 31/3/2022, you can just replace just the box only and we'll move your remaining subscription to the new box so that you don't lose your unused subscription.

A replacement box can purchased in person at our Melbourne store or delivered promptly by Australia Post for a small additional cost. Simply head over to the Reelplay TV page and place your order when you are ready for prompt delivery.

Pausing / Buffering / Spinning Circle

Buffering occurs when the Reelplay box runs out of video to display and is waiting for more video to arrive via the internet.  The problem usually occurs when the internet service is slow or experiencing heavy traffic. The problem can occur if you are having local internet issues, from the source, or any link along the supply chain. Unlike regular digital TV which picks up the channel locally via your antenna, the Reelplay TV box works via the internet and is dependant on good stream from the other side of the world, which is not always the case. Local outages, international outages, NBN issues occur regularly and this will negatively impact the Reelplay service. Outages are generally fixed quickly once the providers are aware of the problem and the Reelplay TV service will resume back to normal service once the internet service has been restored. There is nothing you need to do to the box, so just be patient!

Buffering can also be caused by an incorrect Timezone setting on your box. The time stamp is an important security feature that is used to synchronise the streaming service. Some internet providers use different settings that may be the cause of buffering. To set the time correctly, go to Settings, then click on Timezone. Make sure that it is set to the correct timezone, generally +10 to +11 for Australian customers. You may need to disable Auto to make the change. If you are unable to turn Auto off, disable your internet temporarily by turning off your modem and NBN box from the powerpoint, set the correct timezone, then turn the modem and NBN box back on again.

If your box is showing a spinning channel, simply open the channel you want to watch and click the rewind button to rewind the channel back a few seconds and see if that fixes the problem. LiveTV may not be working, but ReelTime might work as it streams from the Reeplay servers rather than trying a live feed from the TV station.

Your box also needs to be using the latest software upgrades to function correctly. You may experience issues like slow changing channels, not responding errors and other strange behavior. You should reboot your box from time to time as this clears out the memory and checks for updates on startup. If there are any updates available, it will automatically download and install them. 

You can also try turning off other equipment that might be streaming or using the same WiFi or LAN connection. ie. Computers, phones or tablets performing updates, playing online games, streaming from Netflix, Foxtel, Spotify, iTunes etc. Turn off the Reelplay TV box for at least 1 minute and turn it back on. If you are still experiencing buffering, turn off BOTH THE MODEM AND THE NBN BOX (if you have one) as well for at least one minute. This will reset your internet connection and hopefully improve the speed.

The Reelplay TV box requires a continuous bandwidth of least 10Mbps. Although most internet services can provide a much greater speed than this, the data transfer has to be consistent. Any interruption to this, for an extended period of time, will cause the box to buffer as the memory fills up with more video to play. Wifi connections are more prone to dropouts and loss of speed than LAN/Ethernet connections because other devices in the area can interfere with the signal, walls can block the signals and many other factors, so where possible use a LAN/Ethernet cable. The new 5Ghz bandwidth offered by some newer ADSL and NBN modems although much faster has a downside in that the range is nowhere near as good as the 2.4Ghz bandwidth, so try and use the 2.4Ghz for best results.

If you are having WiFi issues because the distance is too far, and you can not use a LAN/Ethernet cable because the box is physically in another room and you can't run the cable directly to the box, there are two options that should fix any problems. 1) Get an electrician to run an ethernet cable under the floor or through the ceiling to the box, or 2) Purchase an Ethernet over Power kit. The Ethernet over Power kit has a transmitter and a receiver. Connect the transmitter to the modem and the receiver the box and the two devices will find eachother through the electrical wiring in the house - no need to run any cables. You can find Ethernet over Power kits in the Powerline Network page on this site. You can also try moving the Reelplay box closer to the modem if possible to reduce the WIFI distance. These are your best options to fix streaming speed issues.

If you are using ADSL, you might want to consider upgrading to the faster NBN service if it is available in your area. We recommend at least an NBN 25Mbps plan or higher with a decent provider like TPG. A faster connection will allow you to download faster and allow multiple downloads simultaneously without affecting the Reelplay streaming service.

You may also have an internet connection issue due to poor line quality or maintenance works in your area which you will need to speak to your internet provider about. We cannot assist you with an internet connection problem.

You may also be experiencing Throttling by your service provider. You can read an interesting article about throttling here. We can't do anything about throttling, you'll need to contact your service provider to help with the issue.

Needs Registration / Needs Activation / Expired Subscription

If you are receiving a message asking you to renew your subscription, but you are certain your subscription has not expired, simply restart your box by removing the power supply and reconnecting it. Wait till the main menu appears and click the 0 key on the remote control five times till you see the spinning circle. This will force the box the download the latest updates. Once installed, open LiveTV to see if everything is back to normal. You should restart your box from time-to-time as it checks for updates on startup and therefore will not update if you don't start it for a long time.

If you have just received a new box or you are getting a registration error, you will need to register the box before it will work. Go to and complete the registration form. Once registered, it may take up to 1 hour for the service to resume.

If you are upgrading from a HD-110 to a HD-220 you may need to contact Reelplay TV Live Support to transfer your remaining subscription from the old box to the new one.

If your new or expired box is asking you to Activate, then enter the Activation Code that you were provided with in the Account / Activation Code section then click on Activate. Your Activation Code will be printed on your tax invoice and/or sent to your email at the time of purchase. If you don't have an Activation Code then you will need to purchase one from the Reelplay TV Subscription Renewal page.

Unable To Enter Activation Code

When you try and enter an activation code into the Activation Code box in Account section, you either can't enter any numbers or the box jumps around. Unfortunately you have a very old box that is no longer compatible with the Reelplay service and needs to it needs to be replaced with the new Reelplay HD220 box. If you have a remaining subscription, it can be transferred to the new box so that you don't lose any remaining time. Simply order a new box only from the Reelplay TV page and provide us the serial number of your old box (on the sticker underneath) and we'll transfer your remaining code to the new box.

If you get an error saying that the code is invalid, double-check the code was entered correctly and if so, exit back to the main menu and open Account again. You will see that the expiry date has been updated. Some older boxes will say that the code is invalid but it has infact been accepted.

Not Connecting To Internet

Click on Settings, then Network. If you are using the Reelplay box with a WIFI connection, select WIFI (WLAN) and find your WIFI. Be sure to enter the password 100% correctly or it will not connect. Make sure you use UPPER and LoWeR case characters correctly. Make sure in the IP Configuration section that it is set to AUTO (ON) and not manually set, unless you know what you are doing.

If you are using the Reelplay box with a LAN (ETHERNET) connection, make sure the cable is connected properly to the box and to the modem. There is no need to enter a password for wired connections. The Reelplay box will connect automatically.

Use the Network Detection function to test the connection. You should get two Connection Successful results, one for the box to the modem, and one for the modem to the internet. If there is a failure, you will need to check your connections again. Also try rebooting both your MODEM and NBN BOX.

There is a known issue with Telstra Smartmodems and possibly some other manufacturers as well preventing the Reelplay box from connecting to the internet correctly. You must disable the IPV6 LAN settings in the modem and just stick with IPV4. For assistance in fixing this you will need to contact your service provider.

Missing Channels / Under Maintenance

From time-to-time, Reelplay can add or remove channels. If a channel is Under Maintenance then you will need to wait for Reelplay to resolve the issue. It is not a problem with your box, but rather an issue from the overseas broadcaster. Most channels will be resolved within a few days and your box will resume playing automatically. Channels may be removed or added without notice. Also try upgrading to the latest software by turning your box off and on again. It will check for new software updates when it restarts.

Missing Apps

Apps missing on the HD110 that are no longer working & not supported anymore have been removed. This includes YouTube and NetFlix apps amongst others. To enjoy these bonus features, you will need to upgrade to the new HD220 model. Simply head over to the Reelplay TV page and place your order when you are ready for prompt delivery.

No Picture / No Sound / No Power

The box does not turn on when you press the power button on the remote. Normally a blue LED light will come on at the front right hand side of the box. Check carefully as sometimes it can be faint due to the tinted perspex panel.

Ensure that the power is switched on and the power adapter is connected properly to the box. Check that you have plugged the power adapter in the power socket and not the headphone socket - they are similar in size. The power socket is on the left hand side if you're looking at the connections from the back. Check to see if the pin on the end over the power adapter is not bent or broken, and at the adapter end the Australian converter is in tight and not loose.

Make sure your TV is set to the correct AV or HDMI input. ie. HDMI1 or HDMI2 etc. Also try replacing the HDMI cable with another one. Sometimes HDMI cables can get small cracks in the cabling from twisting and pulling. One broken wire in the cable may cause the picture and/or sound to stop completely and it may not be obvious to the naked eye. Any HDMI cable will do, they are all the same.

Make sure your TV sound is turned on from your remote or directly from the TV controls. Make sure the Reelplay sound is at maximum pressing the + on the VOL button on the remote. Make sure the Reelplay is not muted by pressing the button next to the 0 key on the remote with the speaker and cross through it (HD-110 remote) or the MUTE button in the top left of the remote (HD-220 remote). Try a different HDMI port on the back of the TV. Most TV's have more than one HDMI connection. Try a different HDMI cable just in case the cable is damaged or cracked. Try a different TV incase there's an issue with the TV itself.

To test the remote control replace the batteries to see if it they are flat or if you can, with another Reelplay box. All Reelplay boxes use the same remote controls so if you have friend or know someone with a Reelplay you can test it with their box.

If it is still not working then there could be a problem with the power adapter, the remote control or the box itself. You can bring the box, remote control or power adapter to the store for testing and if required we can replace the non-working devices. Warranty is NOT provided on remote controls or power adapters. Replacement parts prices are on the Reelplay TV page.

If the box is within the 12 month warranty period, you will need to send the faulty items directly to Reelplay for a warranty repair or replacement.  We cannot repair or replace faulty items under warranty directly, they will need to be checked by Reelplay first. Items found to be damaged by the user will not be repaired or replaced under the manufacturer warranty. eg. Physically broken, water damage, wear and tear etc. Details to repair or replace your box can be found below.

Updating Error / Downloading Configurations Error

If the box is not showing the channels list when you click LiveTV, or saying that it requires an update, or you see a spinning box stuck on downloading at 0%, then you will need to replace the box with the Reelplay TV HD220. Boxes that have not kept up with mandatory software updates are out of date are no longer compatible and must be updated to continue the service. You can order a new box from the Reelplay TV page and your remaining subscription can be transferred over.

Incorrect Time & Date / Unable To Change Time Zone

The box is probably set to the incorrect timezone or receiving incorrect timezone settings from your internet provider. Disconnect the box from WIFI or remove the LAN cable so it is not connected to the internet. Go to Settings / Timezone & turn off Auto. Set to +10 for Melbourne/Sydney or your correct timezone. Reconnect to the internet. The box should be now set to the correct timezone.

Blocked From Accessing Reelplay from USA or Canada.

If you are located in the USA or Canada, some channels have been disconnected due to Geoblocking restrictions due to the trade disputes between USA and China. The ONLY solution at this stage is to subscribe to a VPN service such ExpressVPN ( to bypass the restrictions.  This is a paid service. Go to you Apps section from the main menu and run the ExpressVPN app. Enter your account details to enable the VPN on your device to resume your Reelplay service.

If you are unable to reach the Reelplay site, this is also due to the Geoblocking restrictions. You can install one of the above VPN services to bypass the blocking or I recommend instead of using Chrome or Internet Explorer you download and install Opera ( which has built in VPN to access any website regardless of the location. 

Replacement Box Procedure (Australian Customers Only)

If your Reelplay TV box is no longer working because of a hardware or software fault, you will need to send it the Reelplay Service Centre. You cannot return it us as we are not able to repair physical issues. They will try to repair the device for you free of charge if it still under warranty. It the device can't be repaired and is out of warranty, they will contact you regarding the purchase of a new device. You are responsible for all shipping charges to and from Reelplay. Remote controls and power supply units are NOT covered by warranty.

Sent it to:

Reelplay Service Centre
P.O. Box 412
Sydney Markets NSW 2129

You will also need to:
a. Provide a paid return bag (with your return postage details filled in).
b. A mobile phone number and email address.
c. Explanation of the issue.

or take it directly to:

Markets Plaza Building
Shop 15
250-318 Parramatta Road
Homebush NSW 2140