Please ensure that you are in an area with good mobile network or WiFi coverage before closing the live match video and restarting the stream. If you have a lot of people connected to Wi-Fi at the same time (especially if they're streaming or downloading too), this can affect the quality
If you experience trouble while streaming, please try the following steps to assist in getting your connection functioning correctly
If using your fixed line connection (ADSL,CABLE, NBN): Please power-cycle your modem: Unplug from power > Leave off for 5-10 mins > Plug back in and restart. This will often force a line update through to your modem advising the signal is restored.
If you are connecting through your Mobile Data on your phone/tablet (3G/4G): Please turn off the device > remove the SIM card > reinstall the SIM card > restart your device. This will often force a network update through to your device.
If you get an error message afterwards, be sure to close the live match video before restarting the stream.
Restarting the app & force-closing all other apps can also help. To do this, please follow the below instructions.
Apple: iOS 8: Double-tap Home button, flick all the apps upwards iOS <7: Double-tap Home button, hold onto an app in the multi-task bar, tap on the ‘X’ on all the apps
Android: • Go to “Settings > Application Manager (or Apps) > AFL • Click “Force Stop” • Wait for five seconds • Reopen the App
If you continue to experience deteriorating stream quality, an audio only feed or intermittent buffering/loading while watching a live match, please move to a location with better mobile network coverage or connect your device to a WiFi network with broadband connectivity that is uncongested.
If above doesn't help, try completely uninstalling the app, restart the device & then redownload
Unfortunately a rebate or refund is not available if you decide that the AFL Live Pass is not the right product for you. However, you can cancel your subscription at any time during your subscription period and any recurring billing will stop at the end of the active subscription period.
A refund is at Telstra's absolute discretion and would only be considered on a case by case basis, if you require any assistance, please post here