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Robins TV: Frequently Asked Questions

Here's your Robins TV guide with answers to many of the queries the club has received ahead of the 2019/20 season's return

What games can I watch?

All Season Card holders who took out one of the two, free livestream options as announced on Friday (June 12th) will be/have been emailed a redeemable code to watch all nine of City’s remaining scheduled Sky Bet Championship fixtures.

Non-Season Card holders are able to purchase a matchday pass for £10, unless a match has been selected for coverage by Sky Sports.

I am a Season Card holder and have received a voucher code. What do I do/how do I redeem it?

Click https://bristolcitypayments.streamamg.com/account/register/step1  (if you haven’t logged in already then it will take you to the Bristol Sport Club Account page to login).

Once you are logged in scroll down and enter your voucher code on this payments page.

Once it has been successfully redeemed then click “Watch Now” on the Robins TV home page.

My voucher code has not been accepted?

Please email supporterservices@Bristol-Sport.co.uk, tweet @BristolCitySLO OR email BristolCityTVSupport@Streamamg.com to notify them you have had a problem and they will be able to resupply.

When will I receive my code?

The Season Card Voucher Codes have been emailed out to your registered email address. Please check your spam/junk mail folder. If no email has been received contact  supporterservices@Bristol-Sport.co.uk

Please note, AOL and Tiscali block communicator emails so you may have not received your code. However you can still send an email to Supporter Services - supporterservices@Bristol-Sport.co.uk - and they will be able to provide you with a code.

Supporters with a Hotmail email address are advised to check their 'junk' folder.

When should I redeem?

As soon as you are able to. You can redeem your voucher code as soon as it has been emailed to you. You do not have to wait for any test streams ahead of matchday but it is advised to check your code and log in ahead of 2pm on Saturday when the Robins TV Live matchday show commences before kick-off at Blackburn Rovers.

Can I stream via more than one device simultaneously?

Yes you can login on two devices concurrently – if you want to use a different device at any point you must log off from one of them. Access to the stream is linked to your club account NOT the device.

Which browsers should I use?

The recommended browser is Google Chrome across all devices. Internet Explorer is not supported.

If you are unsure whether your technology will be supported, please contact Bristolcitytvsupport@streamamg.com with your device and browser details.

Please ensure you have the latest versions installed.

Live video streams are only available on the desktop version of the official https://robinstv.bcfc.co.uk/ website or via the official club app on mobile or tablet.

Live audio commentary can be accessed across desktop, tablet and mobile devices with up-to-date browsers.

Download the Bristol City Official App on apple: https://apps.apple.com/us/app/apple-store/id1480685304?ls=1

On android devices it’s available for download: https://play.google.com/store/apps/details?id=com.publisherstoolbox.bcfc

For any issues regarding the APP ONLY, please email: supporterservices@bristol-sport.co.uk

Can I use Chrome casting or other TV displays?

As per EFL guidelines the livestream is not supported by Chromecast and Airplay functionality. Robins TV streaming will only be supported on desktop and mobile browsers via the official iOS / Android City app.

Connections via desktop to TV via a HDMI cable will work.

Does my live video subscription allow access to live audio commentary when a match cannot be broadcast?

Yes, your live video subscription includes all audio streams. So, if a game is not available to watch live (e.g. because it has been picked for Sky TV broadcast), you can always listen to it.

Season Card holders who have opted for the free livestream WILL be able to watch all nine remaining games regardless of being selected for Sky TV. 

Will my existing seasonal or monthly subscription automatically renew? 

Yes. Monthly direct debits have now resumed, annual subscribers have a 90-day extension to their annual renewal date due to the suspension of the season.

What are the system requirements?

Your device needs to comply with the following minimum system requirements:

  • Processor: 2.33GHz or faster x86-compatible processor, or Intel® Atom™ 1.6GHz or faster processor for netbooks;
  • Memory: 2GB (1GB for netbooks) 128MB of graphics memory.
  • Operating Systems: Windows 8.1 or later, Mac 9+
  • Browsers: latest versions of Microsoft Edge, Mozilla Firefox, Google Chrome and Safari
  • *Internet Explorer and Opera are not supported for Live Video
  • 512MB of RAM (1GB of RAM recommended for netbooks)
  • Mobiles & Tablets Operating Systems: Android 6+, iOS 9+ *some OS may still not be supported by manufacturer.

My feed keeps buffering. What’s wrong?

Is your connection fast enough? Try to stop all current downloads, videos you are watching or torrents and visit http://www.speedtest.net. Test your download speed. Results should show a minimum of at least 2Mbps to process streamed content along with usual browsing activities efficiently.

What are the internet requirements?

You will require a WIFI or broadband internet connection (DSL/cable or higher) with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD and 4mbps with latency not exceeding 50ms for HD (mobile data may not be supported).  For users travelling abroad, please use a Wi-Fi network or broadband connection to purchase and view the pass, to avoid extra charges and maintain full compatibility (this allows the country you are in to be recognised as a selected territory). 

I’m having issues with my video or audio feed. What can I do?

During the game, please report any technical issues to Bristolcitytvsupport@streamamg.com who can investigate whether there is a problem with the broadcast. If there are no issues at the broadcast end, we will need to complete troubleshooting steps, these may involve confirming details about the device, software and your internet connection. *Please note, that it is your responsibility to ensure you are using compatible technology ahead of purchasing a live subscription.

How do I get a refund?

Refunds can only be issued for those who have reported a technical issue during the game and it proves to be a fault of our providers and cannot be rectified. Please note, that if you do not watch a stream through choice, or don’t report a technical issue to customer service during the game, we will not be able to issue a refund.

Refunds will not be issued for supporters attempting to access via a VPN or using a smartphone or tablet browser.

Can I get an illegal feed?

All feeds of the game are monitored by the club and the EFL. The EFL has a strict monitoring policy in operation and will prosecute individuals who illegally stream live games. We would ask anyone who observes these feeds to anonymously inform us via Bristolcitytvsupport@streamamg.com

I’m receiving a “media not found” message

The live video or audio commentary player will only be live during a match. If the game has kicked off and you are receiving this message, please contact via Bristolcitytvsupport@streamamg.com

How do I cancel my subscription?

To cancel your subscription, please email Bristolcitytvsupport@streamamg.com

with your cancellation request. Please be advised that three working days’ notice is required for cancellation. Cancellation within this period may result in your being charged for the next period.

I’ve forgotten my Username / Password

If you’ve forgotten your username and/or password then please click on the relevant links on the login page. If you have any further queries, please contact supporter services on supporterservices@bristol-sport.co.uk

None of these above cover my query? 

Please contact Bristolcitytvsupport@streamamg.com 

Alternatively, there are a number of FAQs on the Robins TV website.

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