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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.
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
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.
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.