Reelplay TV Support

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Another World Computer Services is an independent reseller of the Reelplay TV 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 TV or another supplier. We are happy to assist as much as possible but you should first contact Reelplay TV 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 TV device. If you are unable to resolve your problems using this guide, it's best to chat with Reelplay TV Live Support directly.

Reelplay TV 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 set up your Reelplay TV Box

How to configure the WIFI connection

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

How to use the Reelplay TV Live feature

How to use the Reelplay TV 7 Day Rewind feature

Pausing / Buffering / Spinning Circle

Buffering occurs when the Reelplay TV box runs out of video to display and is waiting for more video to arrive via the internet. This does not necessarily mean that there is something wrong with your Reelplay TV box, it just means that the box can't play video at a continuous speed and is waiting for more data.

It is also important to understand how streaming services work. The problem usually occurs when the internet service is running slow or experiencing heavy traffic. Unlike regular digital TV which picks up the channel locally via your antenna, the Reelplay TV box works via the internet and is dependent on good continuous stream from the other side of the world, in this case, from the TV station at the country of origin. Local or international outages caused by weather events, NBN and other maintenance issues will impact the quality of the Reelplay TV 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 and wait for the service to resume.

We do not recommend using 4G/5G wireless internet packages are these are more prone to outages than regular NBN wired connections. We also do not recommend using Optus NBN services because for some reason, Optus seem to have a much slower overseas connection than other major providers such as TPG, Pronto, Telstra, Aussie Broadband etc. Reelplay TV recommends using TPG or Pronto as the preferred providers for best performance with a minimum of 50mbps or higher. If you would like to switch to TPG or Pronto, please take a look at the Internet Services page for more information or contact us to assist you.

Things you can try yourself...

Switch off and restart ALL your devices by switching them off at the power for a minimum 30 of seconds then turning them back on again. This includes the Reelplay TV box, Modem/Router, AND your NBN box. You should periodically do this to reset your connections. Restarting the Reelplay TV box will also force it to check for new updates. If the software is out of date, this can also cause playback issues. The box checks for new updates on startup, and automatically downloads and installs them when they become available, so it's a good habit to turn off when you are done watching for the day.

Try clicking the rewind button on the remote control to rewind the channel back a few seconds. LiveTV may not be working, but the ReelTime feature might work as it streams from the Reelplay TV servers rather than playing a live feed from the TV station.

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.

If you are using the Reelplay TV 220AC model, you can also try connecting to the 5ghz signal from your modem/router if it supports it. The 5ghz signal supports a higher speed, but the signal strength is not as strong as the 2.4ghz so the distance to the box may need to be closer. Check your modem's manual on how to enable and connect to the 5ghz signal. You can also try repositioning either the Reelplay TV Box or modem/router closer to eachother to see if it makes any difference to the WIFI signal strength and improve connection strength and speed.

Instead of using WIFI, connect a LAN/Ethernet cable directly from the Reelplay TV box to the modem. Using a LAN/Ethernet eliminates any chance of WIFI signal dropout or interference and is not affected by distance or blocked signal due to thick walls between rooms. We have LAN/Ethernet cables from 25cm to 50m available from the Ethernet Cables page on this site.

If 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. Either get an electrician to run an ethernet cable under the floor or through the ceiling to the box, or 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.

If none of these suggestions work, you may 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. But if you don't get any satisfaction with your current provider, we can assist you in switching to TPG or Pronto Broadband. In most cases, the cost will be the same or cheaper than your current provider but you will be getting a far better connection and much better customer service, especially when compared to the poor customer service given by Optus or Telstra. Contact us for more information on switching providers.

Needs Registration Error

If there is a message on the screen saying To Continue Watching You Need To Register, then REGISTER IT! Don't complain that it's not working! Get on a computer, tablet, or phone and go to https://register.reelplay.co and complete the registration form. Once registered, it may take a few minutes or up to 24 hours for the service to resume playback. If you read the instruction manual, it also says that you must register your box :-)

Needs Activation / Expired Subscription Error

You can purchase a subscription from the Account page directly using your credit card, but be aware that this payment goes directly to Reelplay in China and does not support us at all. Some credit cards may be blocked from overseas processing by your bank so it may not work at all, and there will be international credit fees attached as well.

We strongly recommend and appreciate it if you can instead purchase a subscription renewal from the Reelplay TV Subscription Renewal page, or Contact Us over the phone directly. As a local Australian business it helps support us to continue to provide our great service and products, with the added benefit of lower card processing fees and various payment choices such as credit card, PayPal, direct debit, Zip, Afterpay and more.

Also be aware, that Reelplay may contact you directly by email or SMS or call from a Sydney (02) number to ask you to purchase a subscription directly from them, rather than from us. We don't like it that they try to cut us out from making a buck or two by going direct to the customer. Very sneaky! It is also very risky providing credit card details over the phone to a stranger claiming that they are from Reelplay. You don't know who they might be. Purchasing your products from our secure online store ensures your privacy as credit card details are not kept on file or shared with anyone and all transactions are encrypted and performed securely with strict verification protocols. You will also receive a receipt by email of your purchase, tracking information, and renewal reminder notifications when it's time to renew again.

If your new or expired box is asking you to Activate, then enter the Activation Code that you were provided with in the Account section from the main menu.

Click in the bottom left-hand corner where it says Activation Code, type in the Activation Code using the numbers on your remote control, 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 and we will email it to you shortly.

If you get an error saying that the code is invalid, double-check that the code was entered correctly. If you made a mistake, exit back to the main menu and open Account section and enter the code again. Renewal codes are not compatible with the old HD-110 model boxes.

Continue Watching or Pay Now Error

The Reelplay TV box will pop up with a window to remind you that the subscription is about to expire. It will pop up with this box until you purchase a new subscription every day starting from 30 days prior to the expiry date. You can click on Continue Watching to bypass the message and continue using the Reelplay TV service until the subscription expires or you purchase a new subscription renewal code. It does not matter if you purchase a new subscription before the existing one expires as the new one won't start until the existing one ends.

Not Connecting To Internet Error

From the Main Menu, click on Settings, then Network. If you are using the Reelplay TV 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 TV 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 some Telstra Smartmodems and possibly other manufacturers as well, preventing the Reelplay TV 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 may need to contact your service provider to assist you with changing this in the modems settings.

An issue has also been identified with some Optus Sagemcom modems. Either the WiFi speed is extremely slow or the connection does not work at all. By default, some modems are being shipped with a 20Mhz setting on the WiFi settings. This should be set to AUTO or 40Mhz. Optus seem to be deliberately trying to slow down the WIFI speed to save on their network bandwidth and this will obviously make the WIFI too slow for playback. You will need to change the WiFi Bandwidth settings to AUTO or 40Mhz. This issue may not be isolated to Optus alone and may be an issue with other internet providers too. Please contact your internet provider for assistance to change the settings.

Missing Channels / Under Maintenance / Channel Not Playing

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 hours or 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. If one channel is not playing correctly but others are, then chances are that the issue is coming from the TV station and affecting everyone downstream. Because of the outage, it may also affect the Reeltime feature for that channel at the time of the outage as it wasn't recorded correctly.

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 of the box. Check carefully as sometimes it can be faint due to the tinted perspex panel. This will not affect the Reelplay TV box ability to work.

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 correctly. Make sure that you are using the official power adapter supplied with your unit. Using the wrong adapter can damage the Reelplay box. Replacement power adapters are available to order from the Reelplay TV Box & Accessories section on this site.

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. If you do not have a replacement HDMI cable, they are available from the HDMI Cables section on this site.

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 TV box. All Reelplay TV 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 Accessories 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.

Incorrect Time & Date / Unable To Change Time Zone

If the box is set to the incorrect timezone disconnect the box from WIFI or remove the LAN cable so it is not connected to the internet. You cannot change the timezone while it is 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 and you can reconnect it the internet by re-attaching the LAN cable or turning WIFI back on.

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 (https://www.expressvpn.com) 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 (https://www.opera.com) 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