Faq's
System Requirements:
Windows 98, ME, 2000, XP SP1 or SP2 (whilst still in its development stage we do not guarantee that this site will function using Vista)
Internet Explorer 6 or Higher is required
Windows Media Player 9 or higher
A fast broadband connection (512kb or higher)
Any other configuration may not function properly.
Firewalls
If you have a Firewall (security hardware/software) or any other related security software running on your PC it may affect your access to the site. You should consult the manufacturer's manual or contact them directly regarding the package/hardware configuration.
Internet Connection
If you have an internet connection of greater than 256k such as broadband, but experience a lot of re-buffering when viewing the 256k stream, the problem is most likely to be caused by network congestion over your ISP connection. You can test out the current download bandwidth available to you using the following link
Although you may think your broadband is fast enough, your internet provider can throttle some IP addresses attempting to access streamed video content, and can slow down the bandwidth available to you
The results of these tests need to be over 400kbits/s in order to successfully stream the 256k videos, and please take into account fluctuations in local bandwidth. Please contact your Broadband provider directly to resolve these issues.
Windows Media Player
Install the latest Windows Media Player - please make sure that you're using the latest version of Windows Media Player. Download the latest version of Windows Media player here
Video Codecs
If you're having problems viewing video you may need to download and install the necessary codecs (compression software) on top of your Windows Media Player. Download the latest codec's for Windows Media Player. Or re-install the latest media player here
Security Component Upgrade
You may need to update your security for your media player - you can do this here
Macromedia Flash Player
It is recommended that you install the latest version of the Macromedia Flash browser plug-in. Download the latest version here
Why Can't I view the Video?
Please make sure you are using the latest version of Internet Explorer, as this will allow maximised use of the site. If you have the latest version of Internet Explorer but still can't view the video, you must install the most recent version of Windows Media Player (9 or above) to your system. If you still have problems viewing the video you may need to download and install the necessary compression software, or codecs on top of your Windows Media Player. If you are still unable to view the video then please consult Microsoft for their advice on how best to configure your software.
The site has been designed to run most effectively on the following: Internet Explorer 6 or later, Firefox 1.5 or later Netscape 7 or later and Opera 7.
I have a Mac, am I able to watch the content?
At this time the Macintosh OSX platform is not supported, you may experience difficulties with the site when using Macs. The system is optimised for Windows XP, Internet Explorer 6 or higher and Media Player 9 or higher. It is not accessible using Real Player
I get an error message when I am trying to watch a video
If none of the issues outlined in the reasons section of the error message appears to be the case then it is possible that your PC is sitting behind a firewall that has an active Domain Name Server. This can effectively re-issue connected PCs with new IP addresses giving the appearance that you are trying to connect from several different locations which is prohibited by DRM licensing. If this error arises, email customerservices@premiumtv.co.uk stating that you need to have your licences reviewed.
How do I know if my connection speed is good or bad?
You need to ascertain the true speed of your internet connection. For example a 1MB broadband connection does not necessarily mean that you enjoy a continuous 1MegaBit/Sec bandwidth download, it merely describes the maximum speed at which you can receive data. In reality the speed of your connection fluctuates. You can right-click on the viewing window within Windows Media Player and take a look at the statistics regarding playback and connection speed. Usually Windows Media Player will advise you on what bit rate you are receiving and what you need to be receiving for optimal viewing.
I've tried the speed test and it appears to be enough, yet I'm still getting jerky playback - what now?
If you have an Internet connection of greater than 512k, but experience a lot of re-buffering ("jerkiness") when viewing the 300k stream, the problem is most likely to be caused by network congestion over your ISP connection. You can test out the current download bandwidth available to you by clicking here
The results of these tests need to be around 400kbits/s in order to successfully stream the 300k videos, and please take into account fluctuations in local bandwidth. Please contact your Broadband provider directly to resolve these issues.
Try watching a streaming media feed from another source eg the BBC website or the Channel 5 website, if this feed is acceptable or far exceeding the quality that you are experiencing on this site then please email customerservices@premiumtv.co.uk. Please note that we conduct regular tests to ensure that the picture quality of this site's video content is high. You may receive live streaming media from another site that runs continuously but is of much poorer quality. Our lowest streaming rate is 300kbps, the highest is 700kbps.
Please also check through the advice contained in the 'System Requirements' section
I'm getting an Error Message saying: We are unable to issue you a media rights licence to access this race / Your number of Licences has been exceeded
Digital Rights Management software is software applied to the content to ensure that it is not copied or released on free to view / file sharing websites. The DRM software dictates that you and you alone may watch the content you subscribe to. If other computers start requesting licences using your account information it is assumed that someone else has obtained your account details and locks them out. Users are allowed a maximum of two different locations (based on IP address) with which to access the content from. This error message will also appear if you have out-of-date and / or corrupt software (your internet browser, or Windows Media Player).
I Have Broadband, but the videos seem to be choppy. How can I make it faster?
The quality of the stream relies on several factors, including for example, the number of people sharing your bandwidth at any given time. This may come down to literally how many people in your street are currently browsing the internet. Or it may be how many people in your home or office are browsing simultaneously. Secondly, your connection speed can determine how smooth the viewing is - we recommend at least a 1MB broadband. Dial-up connections will not be satisfactory. The most common reason for experiencing jittery video playback is because of poor network conditions, all video footage released on this site should run smoothly with no gaps. If you are experiencing poor quality the reason for this must be either your software, system settings or network connection.
Please also check through the advice contained in the 'System Requirements' section
Audio will play but video does not appear
Ensure that your computer has a sound card, and you have the volume turned up. If you do have a sound card, the content that is being played probably uses compression software that is not installed on your computer.
To make sure that you have the necessary software that is currently supported, re-install Windows Media Player. To do so, visit the Microsoft Media Player FAQ pages This issue may also occur if there is not enough bandwidth to play both audio and video. You may receive sound even though the video is not present because audio requires less available bandwidth.
Please also check through the advice contained in the 'System Requirements' section
I Have done all the above but I still can't watch the Video
If you have a Firewall (security hardware/software) or any other related security software running on your PC it may affect your access to the site. You should consult the manufacturers manual or contact them directly regarding the package/hardware configuration.
Please also check through the advice contained in the 'System Requirements' section
If you are still experiencing problems after trying out these fixes please email the following information to customerservices@premiumtv.co.uk:
Which operating system are you using? (e.g. Windows 98,NT,2000 or XP)
Which browser are you using and which version number? (e.g. Internet Explorer, Firefox, Netscape or Opera) The version number can be obtained by clicking on Help on the Menu bar and then clicking on About. Please quote the full long number.
What ISP are you using, (e.g. AOL, Freeserve, NTL World etc.)
The site has been designed to run most effectively on the following: Internet Explorer 6 or later, Firefox 1.5 or later Netscape 7 or later and Opera 7.
If you are experiencing any other problems, or the advice contained in this help section has not solved you problem, please visit the Microsoft Media Player FAQ pages
I am repeatedly asked to Log into the site after the initial sign up page
It may be that either your browser settings have disabled 'cookies' or you are behind a 'firewall'. To enable 'cookies' on your browser do the following:
For Internet Explorer - Click Tools > Internet Options > Security and click on the default level
For Netscape Navigator/Communicator - Click Edit > Preferences > Advanced and set 'cookies' to enable
For Internet Explorer another fix to try is:
Click Tools > Internet Options > Security > Custom Level > go to the heading 'cookies' and make sure that both 'enables' are clicked. Then go to 'scripting' and click the two 'enables' there.
My PC complains about pop-up blocking issues
Your computer is currently blocking pop-up windows, which means you cannot place a bet or view a race. Pop-ups are small windows that are launched by the page you are looking at and may contain advertising or other information. These can be blocked from appearing by third-party software such as the Yahoo! and Google toolbars, Zone Alarm and Norton products and if you are running XP with MS Service Pack 2 installed. Allowing pop-up windows will allow you to take advantage of all the features of this website.
I am having problems uploading content
Content to be uploaded to the site should be smaller than 8mb in size. You ability to upload content can be influenced by your system settings and bandwidth fluctuations. If you fail to upload your content please email it to customerservice@premiumtv.co.uk
How do I enable Javascript in my browser?
To enable JavaScript, follow the instructions below for your browser:
Internet Explorer (5 or higher)
1. Click "Tools" and then click "Internet Options".
2. Click the "Security" tab.
3. Click the "Custom Level?" button.
4. Scroll to the Scripting section.
5. Check 'Enable' under "Active scripting", "Allow paste operations via script", and "Scripting of Java applets".
6. Click the OK button.
Please consult the browser help section for further information concerning JavaScript settings on other types of browser
Subscriptions and accounts
How do I subscribe?
From the home page you can select which payment option you would prefer. Once you have selected a price option you will be required to set up a username and password (or, if you have already registered, please enter your existing username and password). You should then complete your payment details and submit your request. Please note that in times of high demand the payment process can sometimes take a few minutes to complete, please do not click buy again until you are sure no payment has been taken - this can be checked on the my account section of the site.
When I go to subscribe, nothing seems to happen.
The major cause for this is pop-up blockers. Please ensure that the browser itself is not blocking pop-ups. In Internet Explorer, this can typically be found in the Tools menu.
How do I cancel my subscription
To cancel your subscription you should simply log in to the 'My Account' section of this site and follow the procedure to cancel your subscription. If you continue to be billed, or have any questions, then please email us at customerservices@premiumtv.co.uk
