CrowdSupport®
Mattcornish44
Level 1: Cadet

Video error

Yet again my stream is not working for the 2nd week in a row. I am a paying member of this service and not receiving what iv paid for is becoming ridiculous. I select the game I want to watch and keep receiving a playback error message.

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Support Team
Support Team

Re: Video error

Hi @Mattcornish44

 

Thank you for your enquiry, my apologies for any issues you're experiencing with the AFL Live Pass. 

 

I'd recommend attempting these steps

  • Please completely uninstall the app, restart the device & then redownload
  • Please make sure you have location settings turned on & allowed the AFL Live app to use your location
  • Please ensure you've cleared the cache on your device

In most cases, if you're having any difficulty streaming, I'd recommend attempting the steps here as this will help resolve most issues you encounter

 

If you still encounter an issue, can you please provide the below details to help us assist you?

                                                              

How exactly did you subscribe? (In app purchase, AFL.com.au, Club Digital membership or our 2018 AFL Live Pass Offer) 

Do you encounter an error message? If so, what is it specifically?

Device:
OS Version:
ADSL, Cable, NBN or Mobile:
Location: 

                                  

Let me know how you go and we can assist you further.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Mattcornish44
Level 1: Cadet

Re: Video error

I got this pass with my contract for my Samsung s9.
It say video playback error cant play video at this time please go to our 24/7 support for assistance. Flowerdale is my location
Iv got both mobile and nbn
Support Team
Support Team

Re: Video error

Hi @Mattcornish44

 

Thank you for getting back to me. 

 

When the AFL Live Pass App was recently updated it included the ability to stream the live games via the new technology known as LTE-B.

LTE-B or LTE-Broadcast technology is currently being used by Samsung Galaxy S8, S8+, S9 and S9+ handsets.

We have found that if the handset clock has been set manually by the user and not automatically by the network, this would cause an error in relation to LTE-B stream not displaying correctly.

 

Please use the following steps to ensure the clock is being set automatically:

 

Ensuring Date and Time is set to Automatic date and time.

  1. Swipe down from the top of the screen.
  2. Tap the Settings icon.
  3. Scroll down and tap General Management.
  4. Tap Date and Time.
  5. Ensure that the date and time set is automatically set by the network

Please let us know if this does not resolve the streaming error. 

Thank you. 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Mattcornish44
Level 1: Cadet

Re: Video error

Yes that worked. Thanks for your help to sort the problem.
Support Team
Support Team

Re: Video error

Hi @Mattcornish44

 

Thank you for letting us know. 

 

Please get in touch again if you require any future assistance with AFL Live Pass. 

 

 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

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