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Need help?

Welcome to the Cheshire West Broadband Television help centre.

Here is where you will find tips and tutorials on using Cheshire West Broadband TV, and other answers to frequently asked questions.

Whilst we collate this resource centre, please contact us via email at enquiries@cheshirewest.tv to answer all your help related enquiries.


Enable Javascript
Javascript has to be enabled to run and load the embedded Adobe flash player. The flash player delivers the video content direct to your browser.

To enable JavaScript, please follow the browser-specific steps below:

Internet Explorer

1. Select "Tools" from the top menu.
2. Choose "Internet Options".
3. Click on the "Security" tab.
4. Click on "Custom Level".
5. Scroll down until you see section labeled "Scripting".
6. Under "Active Scripting", select "Enable" and click OK.

Mozilla Firefox

1. Select "Tools" from the top menu
2. Choose "Options"
3. Choose "Web Features" from the left navigation
4. Select the checkbox next to "Enable JavaScript" and click OK

Apple Safari

1. Select "Safari" from the top menu
2. Choose "Preferences"
3. Choose "Security"
4. Select the checkbox next to "Enable JavaScript"

Please keep in mind that upgrading your browser or installing new security software or security patches may affect your JavaScript settings.


Upgrade / Install flash player
To view videos on this site using a browser you will need Adobe Flash player installed. Adobe Flash player is a free plugin and available from www.adobe.co.uk


Incomplete buffering and choppy video playback

Please follow the tips listed below if you're having trouble playing a video and it gets stuck at one point plays in a choppy fashion (and will not continue to load):

1. Clear your browser's cache.
2. Pause the video. Allow the red loading bar to load completely to the end of the player . Once the video's fully loaded play the video.
To learn more about why the video may get stuck on loading or plays in a choppy fashion, please click and open the explanations provided below:


Video stuck
This situation could be due to an incomplete copy is stuck in your browser's cache or a incomplete video uploaded to this site. If this is the case, the video will never fully buffer/load in this state.

You can attempt to resolve the situation and restart the video's buffering (loading) by clearing your browser's cache.

If after clearing your browser's cache, the video still will not play completely, you might want to check the stability of your internet connection. An unstable internet connection could be a reason for which the video will not load / buffer completely. You'll need a broadband connection with at least 500+Kbps for the best viewing experience.


The video has choppy playback
Your video download speed may be slow or inconsistent. If this is the case, you can try pausing the video until the entire stream is downloaded (the grey loading bar reaches the end of the player), and then, once the video's loading bar is completely full try playing the video.

A video may not play smoothly for the following reasons:

1. Your connection speed. You will need a connection with at least 500+Kbps for the best viewing experience.
2. Our servers may be experiencing very high traffic. If this is the case we will be unable to supply the video content to you at this time. We are constantly looking at ways to improve delivery but you may need to retry the site at a later time.
3. Occasionally, an incomplete copy of a video can get stuck in your cache and never fully download. You can re-attempt the download of the video by clearing your browser's cache.


Full screen mode
To view a video in full screen mode, click the full screen button located to the bottom-right of the video. Once you click the button, the video will expand so that it covers the screen.

Exit full screen
To exit full screen mode, move your mouse to the bottom of the screen and click the button at the bottom-right of the screen. Alternatively you can click the "ESC" keyboard button.


Video content for mobile devises
We currently support video delivery for devices that can play the M4V format.
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