Question 1

Why do you need to know my region or location?

Accepted Answer

We need to know your location to make sure you get the correct channel line-up and relevant programme information for your region.

Just follow the set-up process to enable your device’s geolocation services, or manually enter your postcode. On the move? Even if your device has location services switched on to detect your location, your TV region won’t change automatically as you move around the country. So if you're travelling, you can manually reset your location from the settings menu in the app. To find this, go to the My Freesat section of the app, press the cogwheel icon top right and tap on Region.

Question 2

How do I set my region/location?

Accepted Answer

Go to the My Freesat section of the app, press the cogwheel icon top right and tap on Region. You can then either use your device's Location Services to detect where you are or just enter your current postcode. You can reset it as many times as you like.

Question 3

Why can't I record remotely via the Freesat app?

Accepted Answer

You can use the Freesat Mobile App to find content to download and watch offline, but you can't use it to record programmes.

How do I download content?

To find programmes to download, just tap the On Demand button on the menu at the bottom of the app. Tap on the programme you want to watch, and you'll be taken to the relevant channel's own player to download it and watch it when you want to (the download will come through the player's app, rather than the Freesat mobile app).

Going abroad?

Remember that if you're outside the UK, you can't download any content or stream any shows over the internet. So, make sure you've downloaded whatever you want to watch before you leave, so you can watch it offline when you're away.

Question 4

A guide to connecting the Freesat app to the internet on a mobile device

Accepted Answer

To get the Freesat Mobile App you need an Android phone or tablet running Android OS 5.0 and above, or an iPhone or iPad running iOS 13 and above.

What else do I need?

You'll also need a minimum internet connection of 2Mbps and all the associated channel apps – which are BBC iPlayer, ITVX, 4, 5 U Stream, STV Player, and Watch Free UK – to enjoy the app.

Don't forget that you'll also need a TV licence. Once you've paid it, though, with Freesat you don't need to pay anything else on top. For more information visit tvlicensing.co.uk.

Connecting your device to the internet

Instructions for connecting your phone or tablet to the internet vary from device to device, but we've put together some basic instructions below which may be of some help to you:

iOS devices

Make sure your router is online and within range.
Tap Settings, then Wi-Fi.
Choose the name of the wi-fi network you want to use and tap it (a blue tick should appear beside the network name to show it's been selected).
If prompted for a password, enter the correct wi-fi password.
If you want your device to automatically connect to the network when in range, just turn on the Auto-Join option.

Android devices

Make sure your router is online and within range.
Open the Settings app.
Tap Connections or Network & Internet, then tap Wi-Fi.
Choose the network you want to connect to.
If prompted for a password, enter the correct password.

If the above instructions don't work for your device, try contacting its manufacturer or visiting its help pages online for more detailed instructions.

Setting up the Freesat mobile app

When you first download the Freesat mobile app, you'll be taken through a quick set-up so we can make sure you get the most accurate programme information, depending on where you live.

The app will also detect which on-demand players you need to install on your device – including BBC iPlayer, ITVX, 4, 5 U Stream, STV Player, and Watch Free UK – so you can link to catch-up content quickly and easily.

How to download each player

You can download the players from the App Store or Google Play Store on your device. Just search for the player and select the app for download. Make sure you're signed into them so you can link to the content directly through the Freesat mobile app.

You can also find the list of all the players in the My Freesat area of the app at any time.

How to update them

The best way to do this is to allow automatic updates on your mobile device. That way, if there's been an update to any of the apps (including the Freesat mobile app), you should get a pop-up message when you log in, and all you need to do is follow the instructions to download.

How to allow automatic updates varies according to the device. For more help with this, check your device's user manual or look up the instructions on the manufacturer's website.

Question 5

Can I set reminders on the Freesat mobile app?

Accepted Answer

How do I set a reminder?

You can set the reminder by pressing on the alarm clock icon under the programme title and date. You can toggle the reminder on or off by pressing this alarm clock icon.

How do I view reminders?

To view your set reminders, open the My Freesat section of the app. From here you can view your set reminders by pressing the See All button to the right of the Remind Me section.

This will show you all reminders viewable by day. To view another day's reminders simply select that day from the calendar.

To delete a reminder, swipe left on that programme reminder.

Can I change the notification time for reminders?

Yes you can. To set this, open the Settings menu by pressing the cogwheel icon at the top right of the screen in the My Freesat section. Then in the Settings menu, select the Reminder Notice option.

From here you can set the following notification timeframes:

1 minute before
5 minutes before
15 minutes before
30 minutes before
1 hour before
24 hours before

Please bear in mind that the default reminders are set at 5 minutes. Any changes to the timeframe will only affect future reminders that are set after the change.

Can I set series reminders?

Currently setting a series reminder is not possible. However, you can set reminders for the current day and up to seven days ahead. This allows you to set your viewing schedule weekly. Once set up, you can use the new Plan my week feature from your My Freesat to review your choices.

I’ve set reminders but can no longer see them, why?

If you're viewing reminders after the programme has aired they will disappear from your list.

Changing region can also affect your set reminders due to variations within the TV schedule.

If you've changed region and seen that a programme has disappeared just change back to the previous region. Once you've done this, the reminders can be viewed in the Remind Me section under My Freesat.

Question 6

Can I download or record programmes to watch offline on the Freesat app?

Accepted Answer

You can use the Freesat mobile app to find content to download and watch offline, but you can't use it to record programmes.

How do I download content?

To find programmes to download, just tap the On Demand button on the menu at the bottom of the app. Tap on the programme you want to watch, and you'll be taken to the relevant channel's own player to download it and watch it when you want to (the download will come through the player's app, rather than the Freesat mobile app).

Going abroad?

Remember that if you're outside the UK, you can't download any content or stream any shows over the internet. So, make sure you've downloaded whatever you want to watch before you leave, so you can watch it offline when you're away.

Question 7

I am having problems with the Freesat app

Accepted Answer

If you are having problems with the Freesat mobile app, follow our step-by-step troubleshooting guide below.

Step 1: Check that your device can run the app

To get the Freesat Mobile App you need an Android phone or tablet running Android OS 5.0 and above, or an iPhone or iPad running iOS 13 and above.

Step 2: Check your internet connection

You'll need a minimum internet connection of 10Mbps, which can either be on your device or through a wi-fi connection.

Instructions for connecting your phone or tablet to the internet will vary from device to device, but here are some basic instructions:

iOS devices

Make sure your router is online and within range.
Tap on Settings, then Wi-Fi.
Choose the name of the wi-fi network you want to use and tap it (a blue tick should appear beside the network name to show it's been selected).
If prompted for a password, enter the correct wi-fi password.
If you want your device to automatically connect to the network when in range, turn on the auto-join option.

Android devices

Make sure your router is online and within range.
Open the Settings app.
Tap on Connections or Network & Internet, then tap Wi-Fi.
Choose the network you want to connect to.
If prompted for a password, enter the correct password.

If the above instructions don't work for your device, try contacting its manufacturer or visiting its help pages online for more detailed instructions.

3: Check you have the most up to date version of the app

We always recommend keeping your app up to date to make sure you get the best experience. The newest versions will be available in the App Store for iOS and Google Play Store for Android.

You can also allow automatic updates on your mobile device. That way, if there's been an update to the Freesat mobile app, you should get a pop-up message when you log in, and all you need to do is follow the instructions to download.

How to allow automatic updates will vary depending on your device – for more help, check its instruction manual or look up the instructions on the manufacturer's website.

4: Check the players

As with the Freesat mobile app, ****it is always best to keep your players up to date to ensure you have the best experience. You'll find updated versions of the players in the App Store and Google Play Store.

And, as with our app, if you allow automatic updates on your mobile or tablet you'll also be told if updates for any of the players are available.

5: Reinstall the apps

If the above steps haven't resolved your issue, then try reinstalling the apps.

To do this, first uninstall your Freesat mobile app and all the associated players. Then download the Freesat mobile app again from the App Store for iOS or the Google Play Store for Android.

You'll be taken through a quick set-up so we can make sure you get the most accurate programme information depending on where you live.

The app will then also detect which on-demand players you need to install on your device – including BBC iPlayer, ITV Hub, All 4, 5 and UKTV Play – so you can link to catch-up content quickly and easily. Make sure you're signed into them, so you can link to the content directly through the Freesat app.

For more help with the individual players, it's best to go through the content providers. Here are links to their main support pages:

BBC iPlayer
ITVX
4
5
U Stream
STV Player
Watch Free UK

Question 8

What platforms is the Freesat app available on?

Accepted Answer

To get the Freesat Mobile App you need an Android phone or tablet running Android OS 5.0 and above, or an iPhone or iPad running iOS 13 and above. The Freesat mobile app is available from the Apple App Store and Google Play store.

What else do I need?

You'll also need a minimum internet connection of 2Mbps and all the associated channel apps – which are BBC iPlayer, ITVX, All 4, My5 and UKTV Play.

Don't forget that you'll also need a TV licence. Once you've paid it, though, with Freeview you don't need to pay anything else on top. For more information visit tvlicensing.co.uk.

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