This page will help to answer some of the most common questions you might have about your set-top box and our services. 

For additional information about your set-top box, subscriptions, or our services, please visit our About page.

Do I need an internet connection? What type do you suggest?

  • Yes you absolutely need an internet connection. We recommend hi-speed internet. 20 Mbps and up if you choose to connect to your modem via Ethernet cord, and 150Mbps or more if you choose to connect your box to the Internet via WiFi. Most areas in North America, UK, Australia, and many places in Europe offer hi-speed internet as a standard part of their internet package. Check with your service provider if you have hi-speed internet. 

I don't have hi-speed internet, will my service still work?

  • It sure will. However, you may experience buffering, freezing or lagging. Check with your internet service provider for additional options to speed up your internet

What is the picture quality/resolution like?

  • Content streams in various resolutions 720p, 1080P, and even 4K if available. 

About the Service

How reliable is the service?

  • Our service is very reliable.
  • Just like with the major cable and satellite companies, there may be times when there are service outages due to system updates. In cases like these, though rare, we will send out an email alerting all our customers of the issue and and approximate time to expect service restoration. Also, because your service relies on your internet connection, if there's an issue with your internet service, it will affect your service.

What happens if I move, can I still use the service?

  • Yes, absolutely. Because our set-top box relies on the internet, as long as you have an internet connection, you can use the services virtually anywhere in the world.

I already have a compatible set-top box, can I use your service?

  • It depends. There are a series of questions we'll ask you to make sure that your set-top box is indeed compatible with our services. We will then guide you towards the appropriate steps to take next.

I have/want multiple set-top boxes, do I need to pay separate subscriptions for each, or will one subscription work for all my set-top boxes?

  • Each set-top box will require it's own subscription service. So therefore you will have to pay a subscription fee for each set-top box you have.

Connecting your set-top box to the internet

  • Your service relies on your internet connection to deliver it's content. There are two main ways to connect. The first is directly connecting an Ethernet cord (usually yellow, blue, or grey) directly into your set-top box. This is the best option. The second way to connect your box to the internet is through WiFi.

Note: If your WiFi signal is strong, then your set-top media box should deliver the content seamlessly with little to no buffering. If you WiFi signal is weak, you can expect buffering, freezing, and lagging.

Steps for connecting your set-top box to the internet through your modem

Make sure you have an Ethernet cord handy. If you don't have an Ethernet cord you will have to purchase one.
Make sure your modem is in proper working order, with the appropriate signals functioning as expected.

  1. Make sure your set-top box is powered off. Disconnect the power cord.
  2. Plug one side of the Ethernet cord to your modem, and the other into your set-top box.
  3. Plug the power cord into your set-top box and wait for it to load up completely (usually takes 30-60 seconds most times).
  4. Done! You can now watch content on your set-top box.

Steps for connecting your box to the internet through WiFi

  1. Power on your set-top box and wait till it loads up to the main home screen. depending on which set-top box you have, you will see slightly different options on your screen.
  2. Go to and select "Settings"
  3. On the Settings page, select "WiFi" or "Internet Connection".
  4. You should see a list of WiFi networks listed.
  5. Choose your WiFi network. Once you select it a screen will pop up that looks like a keyboard.
  6. Use your remote to type in your WiFi password, then select "Done". To make sure your WiFi password is correct, you can select the checkbox titled "Show password".
  7. Click Connect. You should be routed back to the list of Wifi networks, and if the password is correct, you should see it say "Connected" in small letters below your WiFi network name.
  8. Power off your set-top box, and plug out the power cord. Wait 5-10 seconds before plugging it back in.
  9. Plug in the power cord to your set-top box and wait for it to load up completely. This should take about 30-60 seconds most times.
  10. Done! Your set-top box is now connected via WiFi.

If you're connected to the internet through WiFi and your content buffers, freezes or lags, here are some common fixes.

  • Move your set-top box to a location that is closer to your WiFi modem
  • Look into purchasing a WiFi booster, or an electrical Internet Power Booster (Power over Ethernet)
  • Plug your set-top box directly in to the modem using an Ethernet cord (usually yellow, blue, or grey)
  • Call your internet service provider and let them know you're experiencing weak WiFi signal, and have them suggest other options on how you can boost the signal

Set-top box Froze and won't respond to actions from the remote control

There will be times when you've left your set-top box idle, and have not interacted with it for a period of a few hours. Within that time, many things can have happened that would cause it to freeze. Most common is that your set-top box could have received an update, or there was a system error in the background that you were not aware of. Luckily most common cases of a frozen set-top boxes can be fixed by following the steps below.

  1. Plug out the both power cord and the internet cord from your set-top box. If you've connected your box to the internet via WiFi, then simply plug out the power cord from your set-top box.
  2. Wait 5-10 seconds, then plug the cords back in to your set-top box.
  3. Wait for your set-top box to load up completely, and the main home screen is visible.
  4. You may notice your box loading information. Wait for the loading to complete.
  5. Done!

Note: From step 4 - if you've waited longer than 90 seconds and things are still loading, simple close that loading screen so you see your main screen fully. Sometimes the set-top box will have fully loaded the content, but does not resolve to go back to the main scree, or the screen of it's last action.

I tried the suggested steps, but my set-top box still freezes.

  • Please contact us at livetv@protoimage.com
  • Check to see if you're within your 15 day conditional warranty period. This would start the day your purchased your set-top box, to the end of the 15th day after that - 12am of the 16th day.

Get Started!

What are you waiting for? Don't get stuck in long term contracts with your TV service provider. With us, there are no contracts and no long term commitment, so you can cancel any time, free of charge. Select your preferred set-top media box, and get started today.

Already know what you want? Place an order!