KyLinTV Everywhere

1. What is KyLinTV Everywhere?
   KyLinTV Everywhere is built on the latest breakthrough IPTV technology. It is a more advanced and more user-friendly platform, offering more features and delivering higher picture quality.
   • Being the first operator in the market that provides HD Chinese TV channels, KyLinTV is also the first platform that offers Chinese Live TV and VOD programs on Smart TV, Tablet and Android Smart Phone.
   • Largest selections of TV channels with up to 95 channels and over 30,000 hours of VOD content, covering all genres from news, latest dramas, movies, hottest variety shows to Chinese language learning programs designed for kids, all priced at an incredible value. (Numbers of available channels may be various based on local market. Please refer to local Pricing and Package for detail)
   • It’s the only platform offers the most comprehensive TV program package, dedicated to non-Chinese speaking population who are interested in understanding China and learning the language around the world.  This package includes English Live channels and VOD programming with content focused on focuses on China Economy, Chinese History & Culture, China Travel & Geography, Contemporary Chinese Society, Chinese Celebrities, Chinese Delicacies and Chinese Classroom.
2. What are the differences between KyLinTV Everywhere and previous major version OS?
   • First platform that offers 13 Chinese HD TV channels & many different types of SD channels;
   • Largest selection of TV channels with up to 95 popular Chinese Channels and over 30,000 hours of VOD content, priced at an incredible value; Numbers of available channels may be various based on local market. Please refer to Pricing and Package for detail.
   • Only platform that offers " KyLinTV Everywhere" – KyLinTV service is available on TV, Smart TV, PC, Tablet and Android Smart Phone;
   • Offers the most user-friendly interactive set-top box features, including 48 Hour Automatic DVR (Record-less DVR), channel selection, channel playback, and electronic program guide, and a lot more;
   • First to offer Adaptive Streaming, the next-generation content delivery technology, allowing user to view the maximum picture quality with minimum bandwidth required;
   • External 300mbps 802.11N wireless adapter which provides a safest and faster speed for transmitting data. It can even support WPA2 security mode as well.
   • Not limiting to KyLinTV’s own proprietary set top box, KyLinTV customers are able to enjoy unmatched content packed with advanced IPTV technology and features by using their own connected devices.
3. How many HD channels are there on KyLinTV Everywhere and what are they?
   KyLinTV is currently offering 13 most popular Chinese channels in HD format, including Phoenix TV HK, Phoenix Info, Hunan TV, Beijing TV, Dragon TV, Zhejiang TV, Jiangsu TV, Shenzhen TV, Kunlun Drama, KyLin Variety Channel, FTV, CTS and UNB.
4. What's the bandwidth requirement for watching KyLinTV Everywhere?
   Minimum Internet speed of 500 kbps is required and maximum of 2.5mbps to ensure the best viewing experience. KyLinTV Everywhere built in the latest video encoding and streaming technology, which automatically adjusts video quality depending on user's internet speed. 
5. My ISP has bandwidth Cap. Will watching KyLinTV Everywhere make me go over the limit?
   KyLinTV provide bandwidth control option, which allows user to choose the best viewing quality depending on his or her internet bandwidth limit.
6. Many internet TV services have buffering issues. Will it occur if I have KyLinTV Everywhere?
   KyLinTV adopts adaptive streaming technology applied to the services on TV, Smart TV, PC, and Tablet(Android/iPad®). At playing, the adaptive streaming technology will automatically pick the best video quality adapting to user's internet connection speed. When the internet speed fluctuates, going lower or higher, set-top-box will auto-adjust the video quality until the playing stabilizes. Therefore, customers will not notice the change of video quality nor experiencing the buffering issue.
7. What are the new features on KyLinTV Everywhere?
   • Channel Playback: Flexible and time saving, scene selection feature enables users to instantly jump to desired portion of TV program at playing. This way, users can have more time to enjoy more entertaining moments;
   • Channel Selection ("picture-in-picture"): Wonder what's showing on other channels? Just one button, see multiple channels simultaneously on your TV. Channel Selection functions exactly like picture-in-picture which allows users to see screen shot of on-going programs without changing the channel;
   • Sleep mode: Users can set time to put set-top-box in a low power mode;
   • Screen saver: When screen idles, screen saver turns on automatically to save power and protects the TV display;
   • Multi-language selection: Display settings in both traditional Chinese and simplified Chinese, offering convenience for customers who are from Southeast Asia;
   • Time zone setting: Display different time based on user's region.

Ordering

1. How many channels are there on KyLinTV? What's special about these channels?
   KyLinTV, the world’s first and largest Chinese IPTV operator, delivers the largest selection of TV channels with over 75+ channels and over 30,000 hours of VOD content, covering all genres from news, latest dramas, movies, hottest variety shows to Chinese language learning programs designed for kids, all priced at an incredible value.
2. How many different channel packages does KyLinTV offer? What are their prices?
   Channel numbers may vary base on region and target market. Please refer to the Pricing and Package for details.
3. How long is the contract?
   The contracts are different depending on Viewing Device. There are 3 types of Viewing Device and Contract Options customer can choose from:
   • Mobile Device: includes PC, Tablet, Android Smart Phone, requires no contract.
   • Smart TV+ Mobile Device: includes Smart TV, PC, Tablet, and Android Smart Phone. requires 12 months contract or 24 months contract.
   • All Device: includes Regular TV, Smart TV, PC, Tablet, and Android Smart Phone. Requires 12 months contract or 24 months contract.
4. How to watch KyLinTV on Smart TV?  Who are the Smart TV manufactures that provide KyLinTV access?
   You can watch KyLinTV on Smart TV by downloading a free KyLinTV app. No need to rent or buy KyLinTV Set-top-box.  Available Smart TV manufactures including Panasonic VIERA® Connect.
5. Do I need set-top-box for watching KyLin TV?  How much do I need to pay for the box?
   You can access KyLinTV through a regular TV set but need a KyLinTV Set-top-box (STB). KyLinTV STB rental fee is €2/month or €22/year with a deposit of €50. The deposit will be refunded to the customer upon STB returned.  Purchasing price is €69 each. If you choose to configure the set-top-box with wireless connection, you may purchase the external wireless adapter for €15/each, with one year limited warranty.
6. Any package price differences if I watching KyLinTV on different viewing device?
   You can access KyLinTV’s exciting content through multiple devices, such as PC, Tablet , Android Smart Phone, Smart TV and regular TV with KyLinTV Set-top Box, anywhere, anytime you want. All at one price!  The only difference is the contract lengths.
7. Do you offer any TV programs for kids?
   KyLinTV Kids Channel and VOD Kids package are dedicated to kids by offering diversified children programming related to learning Chinese language and cartoon animation. Caters to kids aged 0-10, VOD Kids provide 1,800 hours of Kids programs focused on 7 topics, “Science”, “Art”, “Chinese”, “Literature”, “Morality”, “Health” and “Cartoon” that suit the needs of Kids with different interests.
8. Do you have any English programs?
   Yes, Panorama China is designed to serve English speaking audiences. This package contains live TV Channels and VOD programming with contents in up-to-date news, China economy, Chinese history & culture, China travel & geography, contemporary Chinese society, Chinese celebrities, Chinese delicacies and Chinese language classroom.
9. Does KyLinTV offer Video-On-Demand service? What is its price?
   KyLinTV offers VOD Kids and VOD select packages, which are tailor-made to seniors, kids, and those who love TV/Movie entertainment, only €4.99/month.  For English speaking audiences, KyLinTV offers Panorama China VOD package at €3.99/month.
10. Can I subscribe VOD package without ordering base channel package?
    No. You need to order one base channel package in order to add VOD packages.
11. What are the accepted payment methods?
    There are two payment options, Recurring Charge and Pay-As-You-Go for ordering KyLinTV Service. You can choose to pay by credit card, bank draft or PayPal.   For credit cards, we only accept  Visa、MasterCard、JCB and AMEX. All charges are in Euro. When you place your order, you need to provide us your credit card and billing information. The credit card information will be securely saved in your account and used for automatic monthly billing.
12. What is Pay-As-You-Go?  How can I order KyLinTV service?
    Pay-As-You-Go is a one-time payment method that allows you to purchase programming credit in advance without a recurring payment. The first time payment should be equal or greater than the total amount for subscription fee, equipment rental/purchase fee and other fees (if required).  Additional credits can be purchased for programming viewing use.  This payment option is not available for 24 Monthly Plan. 
13. How soon will I receive the set-top-box after placing my order?
    Depending on your location, you can expect to receive the set-top-box within 1-7 days. Or you can go to one of the KyLinTV reseller locations to order and start using the service immediately.
14. Where can I subscribe KyLinTV Service?
    You can subscribe KyLinTV service Online,  Call US, or visit KyLinTV Resellers.

Technical Support

General Question:

1. Does KyLinTV come with HD? What is the picture resolution?
   Yes. Currently we have 13 Chinese HD channels that can be viewed on Set-top Box, Smart TV or Mobile Device platforms. The video mode is 720p.
2. Can I use the same account user name and password to log on to both different devices?
   User can use the same account user name and password to log in to use the service. However, one access is allowed to receive the Service at the same time under the same account.
3. How come the picture mode on the KyLinTV is not fully fit my TV?
   The KyLinTV is support 16:9 picture mode in default. If your TV picture setting is 4:3 ratios, the picture mode will be adjusted.
4. Many network television Services have serious buffering problem, will KyLinTV has the same issue?
   We use the new technology “adaptive streaming”. The system will automatically select from low to high bandwidth to adapt to current network conditions, and then locked in the most appropriate bandwidth. If you are experiencing network instability, the system will automatically adjust the bit stream. Therefore it should not have any buffering problem.
5. If I do have interruption or there is "retrieving" on the screen, what should I do?
   Buffering is most likely caused by low internet speed. Check your internet speed when you have this problem. Please contact your internet provider if the speed is lower than 500kbps. You may also contact our Technical Support Team for further information.
6. What should I do if I have “Network connection lost” or any other technical problem?
   Please confirm your network is working properly and you still have problem connecting to KyLinTV. Please immediately contact our KyLinTV Technical Support team for further support.
7. Who can I seek for help if I have difficulty viewing KyLinTV?
   You can contact our KyLinTV Technical Support team for further support.
8. What are the Set-Top Box, Smart TV or Blu-Ray player which I can download KyLinTV App?
   Please refer to Smart TV Overview for detail.

KyLinTV via Smart TV and Mobile Device:

1. What is Smart TV? Is Wifi available? Is KyLinTV software installed already?
   • Smart TV, also called “Connected TV”, is either a television set with integrated internet capabilities or a set-top box for television that offers more advanced computing ability and connectivity than a contemporary basic television set.  Connected TVs run complete operating system or mobile operating system software and allow users to download and play third party software.http://en.wikipedia.org/wiki/Smart_TV%20-%20cite_note-businessinsider1-0%20 Most Connected TVs have the Wifi feature.
   • KyLinTV app is available in Smart TV App store. You can download it for free.
2. How to use our service via Smart TV or Mobile Device?
   You need to have a KyLinTV Application in order to use our Service.  Your device may come with our Application or you may download it via your device.  Once you found or downloaded our application, you can click the application to start our service.  You also need to have internet connection to your TV.
3. My Smart TV is not compliance with KyLinTV Service, can I still use KyLinTV?
   Yes, you need to have a KyLinTV Set-top Box connecting to your TV.
4. How can I connect my Device to Internet?
   If your device has option of LAN connection, you can simply connect the Ethernet cable from your modem / router to your device.  In most case, you may need to use WLAN (wireless) connection.
5. How do I use WLAN (wireless) connection for KyLinTV?
   In order to connect wirelessly, you must make sure your wireless router is on and properly working. You must know your wireless network name (SSID) and Network Key (WEP/WPA/WPA2 or Password), then input them into your TV setting.  Please consult with your TV provider if you have any difficulty setting up your wireless connection.
6. How do I navigate KyLinTV Service?
   You can use the key on your remote from TV to operate our service.  You can use the “up (▲)”, “down (▼)”, “left (◄)” and “right (►)” arrow keys on your remote to move cursor around the screen.

Customer service and technical hotline:

North America:        1-877-888-8598

Europe:                    

United Kingdom:       44-203-5143221
Germany:                49-69-33296727
Netherlands:            31-70-8080138

Latin America:          

Brazil Rio de Janeiro:    55-11-395-87174

Singapore:                65-3158-1462

Taiwan:                 886-9-7817-9925

Southeast Asia:       

Malaysia:                60-3-2788-4619

Other Countries:      

Australia:                   61-2-8015-5708

                   China:：                     +86-21-8024-5506

If you are not able to find your local number on above, please contact US direct line:  1-516-622-8400

To find most updated contact information, please visithttp://www.kylintv.com/kylintv/page/contact-us

 

Troubling Shooting

1. The picture is so blurry. What can I do?
   
   If you are using red/white/yellow or S-Video connection to TV, we recommend you to use HDMI or Component video. Meanwhile, we use a new technology named “adaptive streaming”. The system will automatically select the appropriate speed according to your bandwidth to provide the best picture you can get.
   
   
2. How come the picture mode on the KyLin2.0 is not fully fit my TV?

   The KyLin2.0 is support 16:9 picture mode in default. If your TV picture setting is 4:3 ratios, the picture mode will be adjusted.

3. Can I found the free online content I just watched in "My bookmarks"?

   "My Bookmarks” can only view the program recorded in our system, not the internet content.

4. I realized KyLinTV also provide huge amount of pay per view type movies and dramas, which are very interesting and convenient. However, how can I avoid order some of them by mistake?

   The pay-per-view type movies and dramas are contacted video on demand (VOD). You can set up a password to avoid any mistake. When you try to order a program from VOD, there would be a pop up screen requesting you to enter password. You can go to “my account” from the home page. Then you should choose “Setup password” and leave original password box blank. Next, you need to input new password, confirm the password with the virtual keyboard and save the changes.

5. Can online content be fast forward, rewind and pause?

   You can use the remote control to fast forward, rewind or pause.

6. Many network televisions have a serious buffering problem; will KyLinTV has the same issue?

   No matter you use our STB, PC or Tablet （Android/iPad®); we use the new technology “adaptive streaming”. The system will automatically select from low to high bandwidth to adapt to current network conditions, and then locked in the most appropriate bandwidth. If you are experiencing network instability, the system will automatically adjust the bit stream. Therefore it should not have any buffering problem.

7. If I do have interruption or there is "retrieving" on the screen, what should I do?

   Buffering is most likely caused by low internet speed. Check your internet speed when you have this problem. Please contact your internet provider if the speed is lower than 500kbps. You may also contact our Technical Support Team for further information.

8. I have limited internet bandwidth, if I use KyLin2.0, will I be over the limit?

   KyLin2.0 can allow customer to choose your own bandwidth speed.

9. What should I do if I have “Network connection lost” or any other technical problem?

   Please confirm your network is working properly and you still have problem connecting to KyLinTV. Please immediately contact our KyLinTV Technical Support team at for further support.

10. What should I do if I still have problem connecting to KyLinTV?

    Please immediately contact our KyLinTV Technical Support team for further Technical support.

Customer Care

1. As an existing KyLinTV customer, why do I need to upgrade to KyLin 2.0 system?
   • KyLinTV Everywhere!   KyLinTV, the world’s first and largest Chinese IPTV operator, delivers the best of the Chinese TV entertainment experience to overseas Chinese worldwide. Not only KyLinTV’s own proprietary set-top box, now customers can access KyLinTV’s exciting content through multiple devices, such as PC, Tablet (Android/iPad®)and Smart TV from Panasonic VIERA Connect®.
   • All at one price！Watch your favorite Live TV and VOD programs on Smart TV, PC, Tablet (Android/iPad®) or regular TV with KyLinTV Set-top Box anywhere and anytime you want-All at one price.
   • The Only Authorized IPTV provider offering channels from China. First platform that offers Chinese HD content. Largest selection of TV channels with over 75 channels and over 30,000 hours of VOD content, covering all genres from news, latest dramas, movies, hottest variety shows to Chinese language learning programs designed for kids, all priced at an incredible value.
   • Next-generation content delivery technology--Adaptive Streaming, allows viewing the maximum picture quality with minimum bandwidth required and provides the highest signal stability.
   • The most user-friendly interactive features, including “48 hour automatic DVR”, channel selection, channel playback and electronic program guide, and a lot more.
2. How do I upgrade to KyLin 2.0?
   Please call KyLinTV's customer service representatives.
3. How to check my account information?
   You can log on to www.kylintv.com , then click on "My Account" and log in with your account user name and password to check your account information, including statement, subscription plan and packages.
4. What are the differences on contract plan and monthly fee if I watch KyLinTV through different devices?
   Plan and Contract:We have 3 types of device plan you can choose from..
   • Mobile Device: (PC & Tablet). Monthly Plan. No contract required. Customer can cancel anytime starting from next billing cycle. 
   • Smart TV +Mobile Device: (Smart TV, PC or Tablet), you can choose 12-Month Prepaid Plan or 12-Month Monthly Plan.
   • All Device: (TV, Smart TV, PC or Tablet), you can choose 12-Month Prepaid Plan or 12-Month Monthly Plan.
   • Monthly Fee: We charge the same monthly fee regardless 4 different kinds of devices, Regular TV, Smart TV, PC, or Tablet (Android/iPad®).
   • Equipment Rental Fee:  If you choose to watch on regular TV, you need to have a KyLinTV STB to access. Rental fee is at €2/ £2 per month or €22/ £22 per year. Purchasing fee is €69/ £69. If you need a wifi connection, purchasing fee is €15/ £15 each wifi card.

5. I just ordered KyLinTV service on PC or iPad® and received user name and password. Can I use them to log on to both platforms at the same time? In addition, can I use the username and password on Smart TV?
   You may use the same set of username and password to log in and watch KyLinTV contents on either PC or Tablet (Android/iPad®), but not on both platforms at the same time. If you want to do so, you have to subscribe an additional account.
   To watch on Smart TV, you need to switch to TV +Mobile Device Plan. In this case you can use the user name and password on any device. The only obligation is that you have to enter into a one-year or two-year contract

6. Can I watch KylinTV on different TV sets in my house?
   You can apply for extra STBs, STB deposit and monthly rental fee are required. You can also share the same account on different Smart TVs. However, you cannot watch them at the same time. To watch independently at the same time, you need to subscribe additional KyLinTV account. 
7. Can I change package plan before the current contract expires?
   For pre-paid annual plan customers, plan packages can be upgraded at any time and the price difference of the packages must subsequently be paid. For 24-month plan customers, package upgrades can only be made after the completion of first 12 months of services, by paying the price difference. For no-contract month to month customers, plan packages can be changed at any time. Any plan change will take effective on the next billing date.
8. I want to renew my contract.  What shall I do?
   Your service will be auto-renewed: 
   • If you have subscription to 12 month or 18 month prepaid plan, the prepaid subscription will be automatically renewed to another 12 months contract with 11 months payment upfront after the contract expires.
   • If you have subscribed to 24 month monthly plan, your subscription and payment will be auto-renewed on a monthly basis after the contract expires.
   • If you VOD subscription is in annual plan, it will be auto renewed to another 12 months with prepayment upfront.  
   If you want to change the service/contract, please call KyLinTV Customer Service Representatives before the contract expires.
9. I ordered plan of TV +Mobile Device. What can I do if I would not be using my KyLinTV for an extended period of time?
   You may apply for service suspension. Service suspension fee is calculated as a monthly fee of €4/ £4, whereas no partial payment is allowed. A customer may only apply for a maximum 6 months of service suspension within a service contractual period.
10. What should I do if I decide not to renew my KyLinTV subscription when the contract is up?
    You must call KyLinTV customer service department at least 30 days before plan expiration.
11. What should I do if I have questions regarding my billing, unsatisfied with the service or other needs?
    You can contact our Customer Service Department and our representatives will be happy to assist you.
12. What is KyLinTV's office hour? Is KyLinTV open during holidays?
    KyLinTV customer service department works every day.  There will always be Mandarin-speaking service representatives on duty. KyLinTV customer service can be contact by 1) phone number listed at Contact US; and 2) email: [email protected] .
13. Can I terminate my service contract early? What are the terms for early termination?
    Yes, you can, but it is not recommended. For the customers with 24 month monthly plan did not fulfill their contract agreements, KyLinTV will charge the customers a onetime cancellation fee of €60/ £60. For the customers with 12 month pre-paid plan, there will be no refund for early termination of contract.
14. How can I return STB to KyLinTV?
    You need to call KyLinTV customer service line and request the cancellation. After cancellation is confirmed, you can ship back the STB to KyLinTV.

• For EU Customers, please return STB to:
  Attn: Jin Zhuo
  KyLinTV Inc.
  89 Oakwood Park Road, London, UK, N14 6QD

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