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FAQ

GETTING STARTED

How fast does my Internet need to be to watch in HD?

ABC24NEWS provides high-quality video streaming. It automatically selects the best video quality available for your device and internet connection speed. Below are our recommendations for internet download speeds to watch sporting events:

2.0 Mbps: recommended internet download speed for SD resolution (Standard Definition). This speed is ok for watching sport on the go on your mobile phone.

3.5 Mbps: recommended internet download speed for HD resolution (High Definition). This speed is good for watching tv on your mobile phone.

6.5 Mbps: recommended internet download speed for HD resolution and high frame rates. If you’re watching television on your TV, this is the minimum internet download speed we recommend.

8.0 Mbps: recommended internet download speed for HD resolution, the highest video quality and high frame rates.

Important considerations when watching sport streamed over the internet:
Sometimes we aren’t able to make your device or app use 100% of the available internet download speed. When this is the case you’ll need up to 100% more bandwidth to get the best quality.

When someone else on your network uses the internet, it will reduce the available bandwidth for you to watch tv on ABC24NEWS.

Which channels can I watch on ABC24NEWS?

There are lots of great channels and events to watch available live, or you can catch up later. Browse through our channels on the TV page of your choice to find what you are looking for.

Which browsers does ABC24NEWS support?

ABC24NEWS supports the web browsers listed below on their latest version. If your version is not current, please click on your web browser on the list for updating steps:

Google Chrome
Mozilla Firefox
Microsoft Edge
Apple Safari

How to update Google Chrome
Please go through the steps below to update Google Chrome:

Open Chrome
At the top right, click on the three dots. If an update is pending, the icon will be colored:

Green: An update has been available for 2 days.
Orange: An update has been available for 4 days.
Red: An update has been available for 7 days.
Click Update Google Chrome – If you don’t see this button, you’re on the latest version
Click Relaunch

How to update Mozilla Firefox
Please go through the steps below to update Mozilla Firefox:
Open Firefox.
Click the menu button > Help > About Firefox. Firefox will begin checking for updates and downloading them automatically.
When the updates are ready to be installed, click Restart Firefox.

How to update Microsoft Edge
Your Microsoft Edge browser is linked to Windows updates and will automatically update if you update Windows 10. To check for available Windows 10 updates please go through the steps below:
Click on the Windows logo in the lower left corner.
Click on Settings > Update & Security > Check for updates. If an update for Windows 10 is available, it will be installed automatically and you will get the latest version of Edge.

How to update Apple Safari
You can keep your Safari browser up to date by making sure that your macOS is up to date. Please follow the guide on the Apple support page to update your macOS.

Contact customer support
If the troubleshooting steps did not help you solve your problem, please contact our customer service team for further help.

Where is ABC24NEWS available?

ABC24NEWS is currently available in many countries.

To request ABC24NEWS in your country, contact us.

How to update subscription type

ABC24NEWS aims to give our users more options when selecting a plan, allowing customers to choose the subscription that meets their needs. We have added a new feature in My Account, making it incredibly easy for users to switch between our daily and monthly subscription options.

TECHNICAL ISSUES

Troubleshoot your network connection

If your internet connection strength meets our minimum requirements, you can go through these areas below to help resolve common connection issues:

Test your internet connection speed
Restart your network
Connect your device directly to the modem
Improve your Wi-Fi signal

1. Test your internet connection speed (back to top)
Browse to www.fast.com on the device you would like to view ABC24NEWS on.
The speed test will start automatically and once the text turns black the speed test is completed.

2. Restart your network (back to top)
First make sure to turn off, or unplug your Smart TV, Games Console, or Streaming Device. Unplug your modem and router from the mains power (If you do not have a router, unplugging your modem will be enough).
Make sure everything stays unplugged for at least 30 seconds.
Plug in your modem and wait until it is connected (no new indicator lights are blinking anymore). If you have a router, plug in your router now and wait until it is connected (no new indicator lights are blinking anymore).
Turn on your Smart TV, Games Console, or Streaming Device and start ABC24NEWS again.

3. Connect your device directly to the modem (back to top)

If you’re using a wireless router to watch ABC24NEWS on your device, try connecting this device directly to the modem, bypassing the router and the wireless signal. That will help identify what’s causing the problem by eliminating the router, or wireless connectivity as a possible cause. Please note that depending on your device you might need an extra cable/adapter to connect your device to the modem.

4. Improve your Wi-Fi signal (back to top)

Below you will find a list of suggestions to do to improve your Wi-Fi signal at home:
Make sure that your router is not near to other wireless devices, as they can cause interference when trying to connect to the Wi-Fi.
Move your router to a high position and make sure there are no obstacles around it. A router below, or behind furniture might cause problems.
Move your router to a central location in your home, which will help you distribute the signal evenly in your home.

What can I do if my video is bad quality or not starting?

In this article you will find troubleshooting steps for your device, if your video has bad quality.

Troubleshoot your video quality on your Web browser(back to top)
Please go through the following steps on your Web browser:
Check your internet connection speed at www.fast.com
On your web browser please navigate to www.fast.com to check your internet connection speed. As this page is optimized for streaming services it will get you an adequate picture of the speed of your internet connection. If you run into problems with your internet connection make sure to check out our “Troubleshoot your network connection” guide.

Try another channel and see if it works
In your web browser check if you can load any other channel which is currently running. Once it is working switch back to the original channel you wanted to watch. If the other channel is not working proceed to the next step.

Try a different web browser
Simply try to watch ABC24NEWS in another web browser. For a list of available web browser please check http://outdatedbrowser.com/. On this web page you can get the latest versions of available web browsers.

Contact customer support
If the troubleshooting steps did not help you solve your problem please contact our customer service team for further help.

What can I do if my video is buffering or I see a spinning circle?

Troubleshoot buffering issues on your Web browser.

Please go through the following steps to troubleshoot your PC/Mac:

Confirm your internet connection is available on your device
To check if your PC/MAC has a working internet connection check if you can access www.abc24news.com. If you can see the page and did not receive an error message you know that the internet connection on your PC/MAC is working.

Check your internet connection speed at www.fast.com
On your web browser please navigate to www.fast.com to check your internet connection speed. As this page is optimized for streaming services it will get you an adequate picture of the speed of your internet connection.

Try another channel and see if it works
In your web browser check if you can load any other channel which is currently running. Once it is working switch back to the original event you wanted to watch. If the other event is not working proceed to the next step.

Try a different web browser
Simply try to watch ABC24NEWS in another web browser. For a list of available web browser please check http://outdatedbrowser.com/. On this web page you can get the latest versions of available web browsers.

Contact customer support
If the troubleshooting steps did not help you solve your problem please contact our customer service team for further help.

I cannot login to ABC24NEWS

Please follow the steps below if you have problems accessing your account:

At the sign in make sure to verify your login details / Error code 50-49-401
Reset your password
Recover your email address
Restart your device
Contact customer support

Contact customer support
If you are still not able to access your account, please contact customer support for further help.

How do I contact ABC24NEWS?

If you would like to talk to us about using ABC24NEWS or are having difficulties with the service, contact our Customer Service and we will be happy to provide assistance.

ACCOUNT AND PAYMENT

What can I do if I forgot my e-mail address?

Please take this link to recover your email address.

If you still cannot recover your email address please contact customer service for further help.

How can I pay for ABC24NEWS?

While we always work on adding additional payment methods we currently accept: Visa and Mastercard

What can I do if my payment failed?

This article will help you troubleshoot your payment problems.

You must have a minimum amount in your bank account or on your card in order to pay for ABC24NEWS. We will only take money if there are enough funds to pay for your subscription and we do check to ensure that you have sufficient funds. Check the funds in your account or available balance on your card.

Payment address must match the country you’re accessing ABC24NEWS from.

Please check to ensure that the billing address attached to your bank account or card is in the same country that you are accessing ABC24NEWS from. For example, if you are accessing ABC24NEWS from Germany, your bank account used for sign up must also have a billing address based in Germany.

Update your payment method and details
If your payment failed you want to check if you provided the correct payment details and update your payment method if necessary. You can do this in the “My Account” section. Once you have signed in, you will need to scroll down until you come to the payment section. Here you can check and update your payment method if necessary.

Check with your bank or payment provider
Sometimes your payment provider may decline the transaction. Please contact your payment provider directly to check that the transaction went through, and then try again.

Contact customer support
If you run into further problems with your payment please contact our customer service team for further help.

PayPal Payment

How do I sign up using Paypal?

You can only use PayPal to sign up to ABC24NEWS via web. Simply create a ABC24NEWS account at www.abc24news.com, providing your name, email and setting a password. Then, on the payment page select the ‘Continue to PayPal’ link.

You will arrive on the standard PayPal checkout page within the same tab. Once you are signed into your PayPal account, you can review and confirm your payment.

On completion of the payment, the page will refresh to take you back to ABC24NEWS. At this point, your subscription will be started and you can start watching sports immediately.

You will also receive two emails:
Welcome email from ABC24NEWS – You will receive an email confirming the start of your subscription. It will tell you the date and the price of your first payment.
Confirmation email from PayPal – On your first payment date you will receive a payment receipt stating the amount paid. Then each time you are charged using PayPal, you will receive the same email from PayPal. You will not receive further emails from ABC24NEWS with each subsequent payment.

Do I have to have a PayPal account to sign-up to ABC24NEWS using PayPal?

Yes. If you do not have a PayPal account but want to pay with PayPal, you will be given the option to create a PayPal account after selecting PayPal as your payment method. You will need to provide your credit card or bank details to create a PayPal account.

What happens if my PayPal payment method expires, or I have insufficient funds in my linked account?

If your payment details have expired, or you do not have sufficient funds in your selected account, then PayPal will prompt you to update these when you attempt to sign up for ABC24NEWS.

What happens if one of my monthly or annual payments through PayPal declined? 

ABC24NEWS will send you an email to notify you of this as soon as your payment is declined. This email will inform you that your payment could not be taken, and will contain a link to My Account where you can fix up your payment details. You will have 2 days to fix up your payment details with PayPal or select a different payment method before you lose access to ABC24NEWS.

You will receive two emails to confirm any issues with your payment:
Payment declined from ABC24NEWS – This email will confirm that your payment has been declined
Successful Payment from ABC24NEWS – This email will confirm a successful payment was taken within the 2 day mentioned above

I had an error when signing up for ABC24NEWS via PayPal. What now?

If your PayPal payment fails for any reason during ABC24NEWS sign-up, you will be notified of this via a banner and redirected back to the ABC24NEWS payment page that you came from. At this point you can try again or choose a different payment method.

If you experience any errors within the PayPal payment pages themselves, such as an error when logging into your PayPal account, then you will see the standard PayPal errors.

Will my PayPal account automatically be charged every month? 
Yes, (excluding your free month) your PayPal account will be debited monthly.

Can I delay my payment (a new option in PayPal – ‘pay after delivery’)?
No. Since you can use ABC24NEWS immediately upon sign-up, you cannot select this option.

How do I cancel my subscription?

You can cancel your subscription to ABC24NEWS at any time from this page.