WATCHING NETWORK TEN CHANNELS ON TV
BROADCAST TV ISSUES
tenplay is Network Ten’s multi-platform catch up TV and video portal that includes all TEN, ONE and ELEVEN shows; plus news, sport and our TV Guide in the one destination. It also features all the galleries, recipes and competitions you’ve come to love from your favourite shows.
You’ll notice that tenplay not only has a bold look on your desktop and laptop but also in your tablet and mobile phone browser. And, if you have an iPhone or iPad, you can download the TENplay app from the iTunes store.
Besides rolling all of Network Ten’s websites into one, TENplay has tonnes of great features. Check these out:
Video is faster and the quality improved
As a member you can watch a video on the web or a device and if you get interrupted it will save to your playlist so you can pick it up on another device and kick off where you left it. We call it “continuous play”.
You can set up TV Reminders so that you’ll never miss your shows on TV
You can “Track” your favourite shows. This means you’ll receive alerts when new catch up episodes are available, plus you’ll get recurring TV reminders to let you know when your show in on TV
You can playlist video to watch later; and we’ll even remind you when the video is about to expire
By linking your social media accounts to a TENplay membership, sharing what you watch and like with your friends is seamless
TENplay membership also gives you the chance to win some really great prizes by entering lots of cool competitions. You can enter by clicking 'Win' at the top right hand side of your screen.
How do I find my favourite shows?
There are several options when it comes to locating your favourite show. There are often links from the TENplay homepage that go straight to your favourite show site, keep an eye out there. Also, if you can’t find your show or episode on the homepage, check out our Browse Shows page or simply type the name of your show into the search box located in the top right hand corner of the TENplay website.
Where can I access TENplay?
You can access TENplay on a variety of different platforms which will continue to grow so watch this space! Download all apps from here: http://tenplay.com.au/apps.
Internet-enabled TVs & Set-Top Boxes
Sony Bravia TVs
Fetch TV (coming in May 2014)
Tablets and Mobile Devices
iPad (1st, 2nd and 3rd Gen with Retina Display) (iOS 6.1 and above)
iPhone 4, 4S, 5, 5S (iOS 6.1 and above)
iPod Touch 4th Gen (iOS 6.1 and above)
via Flash-supported browser
Samsung Galaxy S5, S4, S3, S2
Samsung Galaxy Note & Note 2
Nexus 4 & 5
HTC M7 One
Samsung Galaxy Note 3
Google Nexus 7
Samsung Galaxy Tab 2 10.1
Samsung Galaxy Tab 3 8.0 & 10.1
Samsung Galaxy Tab 4 10.1
Windows 8.1 app
Windows 8.1 desktop and tablets
Windows Phone app
Windows Phones with Windows 8 OS
TEN Eyewitness News
The TEN Eyewitness news app is no longer available, but don’t worry, you can still get the latest news on the TENplay app, including national and local breaking news, video headlines, weather and live-streams of TEN Eyewitness News. Download it now: http://tenplay.com.au/apps
- To watch TENplay you need a fast internet connection.
- Please note that you need to be signed in to the Australian app stores in order to find the TENplay app.
For issues or feedback concerning our apps (iOS, Android, Xbox etc) please email tenplay-mobile or use the in-app feedback form in the apps settings
For issues or questions concerning one of our competitions, please email our Competitions team
For membership related issues (Inability to login, forgotten passwords etc.) please email our Membership team
If your questions are unrelated to the above and not already answered within this FAQ page, please email your enquiry to Contact Us
How do I access Live Streaming?
Live streaming is only possible at the time that the live show is broadcast. We also regularly stream special sporting events and news live and you can discover what will be featured live by visiting the show page. Look for the 'Watch Live' tab.
The live stream cannot be viewed outside of those times and will only be available for the area in which you are located, just like you are watching the broadcast on TV. Unfortunately at this time, you cannot watch another state's broadcast if you are not physically in the area.
Live streaming can be accessed via the TENplay app or tenplay.com.au (sport and other streams).
Via the TENplay app
Open the TENplay app. The second item on the homescreen will be the available Live Stream. Tap through to the video.
Navigate to the Show or Sport that the live stream is available for or check the global TV Guide strip (at the bottom of the page on larger screens and small tablets and mobile devices)
Start by heading over to the TV Guide at tenplay.com.au/tv-guide
TENplay will make the best guess about your location based on your IP address but sometimes we can get it wrong. To change the TV region, and see what’s on in your area, use the dropdown in the blue banner.
You can browse through the guide 1 week into the future and 1 week into the past which allows you to Set TV Reminders on future episodes of all channels and find catch up TV available on past episodes of Network Ten shows.
The TENplay TV Guide has some neat features which include quick views of shows on in the Morning, Afternoon, Evening and Early Hours.
You can also personalise your TV Guide if you are a TENplay member! That allows you to choose which channels you see in the guide. But you can still flick back to all the channels via the “Full Guide” tab.
I can’t see other FreeView channels or Foxtel
Push the “FreeView” or “Foxtel Satellite” headings below TEN, ONE and ELEVEN and they’ll expand for you. Good to go!
I can’t find what I’m looking for in the guide?
Try searching the full TV Guide via the search field in the blue banner. It will return the episodes times for your show on all channels.
You will need to have a TENplay account and be logged in. Once you’re logged in there are a few ways to set a TV Reminder for a show:
1. Find your TV show in the TV guide, click on the title and then click the 'Add TV Reminder' button
2. Visit the showpage for your TV show and click the 'Add TV Reminder' button that is often located on the show homepage under the marquee image
What is “Track” show?
Tracking a show means you will be notified when new episodes of your show are available online for catch up, we’ll automatically add them to your playlist for you too. And when they are expiring, we’ll send you a reminder so you don’t miss out. Tracking a show also sets recurring TV Reminders. You can manage these settings via My TV on TENplay. You can track a show from a show page by clicking the “Track” button. You’ll need to be signed in to use the Track Show function.
My TV is the best place to start. Here you can manage your playlists and tracked shows online episode and TV reminders. If you need to get into more detail, the Account Settings in your Account Profile is the next stop.
The Insider is breaking news, latest scoops and hottest highlights. It’s the blog that keeps you in the know on all things Network Ten.
From what to watch and when to watch it, to behind the scenes developments on your favourite TEN, ONE and ELEVEN shows and what’s on broadcast and digital.
You can follow the The Insider on Facebook, Twitter and Instagram.
That’s great news. We recommend you visit our careers page and look at what’s available.
The team who make our show promos definitely have an ear for a catchy tune! However, most of the music in our ads is just for use in commercials – it isn't available to buy. Sorry! However, if you want to listen to it online, a lot of our music is from here.
Many of our shows have official Facebook Pages run by Network TEN. We will have a link to these from our website on the show page. We also list them in our “Favourite Pages” on our official certified Facebook Pages.
Check out the homepage, you might find what you’re looking for there! Click on any of the videos and you’ll go direct to the video player. Now just press play and lean back.
If you can’t find your show or episode on the homepage, you can use the “SHOWS” dropdown menu in the main navigation to locate your show.
Please note that due to rights restrictions, video on TENplay is not available for viewing from outside of Australia. In the case of the live news and live broadcasts, you are only be able to watch a live stream as you would in the the area you are currently in. For example, if you live in Brisbane but are staying in Perth, you would only have access to the Perth live feed because of the time difference.
How should I watch TENplay for best viewing?
TENplay is best experienced in the following ways:
On the web:
Internet Explorer version 10 or above
Firefox version 23 and up
Chrome version 30 and up
Safari version 5 and up
The TENplay App:
iPhone 5 on iOS 6 and up iPhone 4 and iPhone 4S using the iOS 6 operating system. We have noticed some speed issues with iOs 7 on the iPhone 4, due to unique way that iOS 7 functions. Before upgrading your operating system to iOS 7, please consider how upgrading will affect your device. There is more information on how iOS 7 will affect your device in this article here.
Unfortunately we do not always have rights to play all of TEN shows online. You will be able to tell if we have rights to your show if you visit a show page and can select the 'Episodes' button. Here you should see a selection of episodes to watch.
Often when we do have rights to a certain show there is a time limit allocated for how long we are able to keep it on playback. Commonly this is for 14 or 28 days from the time a show airs.
Are closed captions available on TENplay video?
Closed captions are not currently a feature on the TENplay site.
How do I livestream shows?
We Live Stream several of our shows each day including the TEN Eyewitness news and many sporting events like the Formula 1 and Moto GP.
The following devices are capable of live-streaming shows:
TENplay apps for iOS / Android / Windows 8
There are some common issues when viewing the TENplay live streaming service.
Before contacting us there are a number of steps you can take to resolve the issue.
Perform a hard refresh. (ctrl + F5) This will clear your browser's cache.
Ensure the latest version of Flash Player is installed.
If you are still experiencing issues try opening the website within another Browser e.g. Chrome, Mozilla Firefox, Internet Explorer.
We recommend that you use Internet Explorer 9 and above, Firefox 13
If using the TENplay app, please try closing the app completely and re-opening it.
If you are still experience difficulties you may have to clear your cache. Settings > Browser > Clear cookies and data.
Due to restrictions within our rights agreement we are required to geo-block our live streaming content. This means that people outside of Australia will not be able to view the stream, and the stream within Australia is dependent on your states broadcast of the content. Our video service relies on your IP address listing a location. Some Internet Service Providers (ISPs) may have not listed the location as part of your IP address.
To see if this could be an issue for you, please:
If there is no state listed in the results, we may be unable to serve you video. Resolving this will greatly depend on your own internet configuration. If you have a dynamic IP connection, you may be able to fix this by turning your router off and on again. Alternatively you can contact your internet service provider and mention that you are having trouble viewing videos on our site because the IP address does not have a state listed.
Still having issues?
If you're still experiencing issues after this, please email us at Contact Us with the following details so we can liaise closer with our Tech team to resolve the issue.
We will require the following to help you further:
1. Detailed description of the issue experienced
2. What your internet browser is (eg. Internet Explorer 9)
3. Your IP Address (this can be found by opening a browser and navigating to http://whatismyip.com)
4. Complete URL you are trying to access
5. Which company is your Internet Service Provider (eg. Optus)
6. Screenshots of the problem sent in via email (If you've not taken a screenshot before, this article has instructions: http://www.wikihow.com/Take-a-Screenshot-in-Microsoft-Windows)
7. Time of occurrence
Sign up on the TENplay site by hitting the ‘Sign in’ button in the top right-hand corner of the website pages. Click “Don’t have an account? Create one now” to get to the sign up screen. You can use Facebook, Twitter and Google+ for the most social TENplay experience or the traditional email and password. Easy!
You can link your social accounts down the track if you sign up using email. Just head to your Account Profile.
Double-check your username and password. Try resetting your password. If you’re still having issues contact us at firstname.lastname@example.org
When you’re signed into TENplay you can access your Account Profile via the username or email address that displays in the top right of the screen. Once in your Account Settings scroll to the bottom of the page where you can update your password.
I've forgotten/lost my password
Hit the ‘Sign in’ button in the top right-hand corner of the website and use the “Forgotten Password” link on the sign in screen. Enter your email and request a new password. We’ll send your new password to your email inbox.
Once you’re back on TENplay, go to the Account Profile page where you can update your password to something more user friendly.
I want to change my personal details
When you’re signed into TENplay you can access your Account Profile via the username or email address that displays in the top right of the screen. Once in your Account Profile, go to the Personal Details your Account Settings scroll to the bottom of the page where you can update your password.
The minimum information requirements are email and password.
We recommending copying and pasting the password from your email
How do I change the email address associated with my TENplay account?
When you’re signed into TENplay you can access your Account Profile via the username or email address that displays in the top right of the screen. Once in your Account Profile, go to the Personal Details tab and update you email address.
How do I manage my Newsletters and Subscriptions?
When you’re signed into TENplay you can access your Account Profile via the username or email address that displays in the top right of the screen. Once in your Account Profile, go to the Subscriptions tab where you can manage what you receive information about.
How do I deactivate my TENplay account?
When you’re signed into TENplay you can access your Account Profile via the username or email address that displays in the top right of the screen. Once in your Account Profile, scroll down and you’ll find the “Delete My Account” link.
When I register, it says my email has already been used
If you have signed up previously, we will have recorded your email as a unique identifier so we know that you are you. If you have forgotten your password, please see the reset password question. Otherwise, please contact us at email@example.com with what your current details are and what course of action you’d like to take.
Why do I need to accept the terms and conditions?
This is a legal requirement to ensure we agree on the conditions by which you access the site. If you don't agree, that's fine, but you can't become a member.
Did I win this competition?
When you enter a competition, the Terms and Conditions will outline when the winners are drawn and how they are contacted. You can also find recent winners names on the WIN page on TENplay.
I am encountering issues when trying to enter a competition. What do I do?
Please email firstname.lastname@example.org with a detailed description of the issue as well as the browser and version you are using.
Most competitions on Facebook need to be loaded on a computer, not a mobile device, in order to work. If you’re having issues, consider using a different browser and letting the page fully load. If you’re still having issues, please email us at email@example.com. Please outline what competition you’re trying to enter, what page it is on and what browser you are using and we can look into the issue for you.
WATCHING NETWORK TEN CHANNELS
Check out our TV Guide: tenplay.com.au/tv-guide. It's updated every day!
Due to our contracts with show providers, we can’t put some of our shows online unfortunately. We're doing our best to get more shows of our favourites on TENplay though and we'll let you know when that happens!
Not yet, but we are working on it.
You need to be logged into your TENplay account, so that we know where to send the reminder. If that's the case, click your show in the TV Guide and you’ll see a pushdown with more TV Guide detail and a "Set TV Reminder" button. Press the Set TV Reminder button and you’re good to go (Pressing the Set TV Reminder button again will turn your reminder off). We’ll send you an email on the day of your show, or if you have the TENplay app, a push notification will be sent to your phone 15 mins prior to the show.
You'll never miss your favourite show again!
You don’t have the TENplay app? Download it from the iTunes store.
This really depends on the show and the rights agreements we have to play it online. This can range from between 7 and 30 days. On average, this show will be accessible for 30 days for shows which are being broadcast for the first time on TEN, ELEVEN or ONE.
Some shows on TEN don't appear as advertised on our Facebook or Twitter accounts. This is due to our channel being broadcast across Australia by many different companies affiliated with TEN. You can find out who your local distributor is here. They are the best people to contact regarding feedback of shows in your area.
My TV signal keeps cutting out, what do I need to do?
This may be caused by a number of factors including weather, antenna location, type of antenna, your digital set-top box connection or even the strength of the signal and your location to that signal. First we recommend you turn both you TV and set top box off for 30seconds, then turn them back on. If this doesn’t correct your issue, we recommend you contact a television technician.
If you’re having issues with your broadcast, you can let us know by contacting us at firstname.lastname@example.org. In order to be added to a queue for a technician to be in touch in the next few days or weeks, please email us with the following details:
As the digital media team, we don’t control when shows are on air, that's up to the programming department! Unfortunately, we’re not able to answer all your questions regarding why shows sometimes change timeslots. Stay in touch with us via Facebook and Twitter or “Track” your favourite show to stay updated.
Can you please cancel this show I don’t like?
We love our shows on TEN, ONE and ELEVEN, but know that people all over Australia have different tastes. If you’re not into a show, don’t watch it. We’ve got heaps of shows on TENplay.com.au should you want to watch an old favourite or discover something new. Browse new shows now!
Can you change the time of this show?
We cater for a lot of people in Australia and while we do our best to put shows in the best timeslot for you to catch it, it isn't always possible for everyone. Good news though! Many of our new shows are available online to catch up.
Is there an encore of my favourite show?
Check the TV Guide – several of our favourite shows are screened a second time on ELEVEN and ONE. Otherwise, many of your favourite shows are available to watch online.
You can set your default News landing page via the region set button. It’s in the right hand column on each State news page. That means that next time you visit, you’ll go straight to your selection when you hit tenplay.com.au/news
Check our News section on the website for all the latest breaking, local, national and international news. You can also type what you are looking for in our search box in the top right of our website.
It’s best if you lodge queries or comments directly with the News team in your local area.
The contact details for these include:
Channel TEN News: @channelTENnews
eyewitness News in Melbourne: @TENnewsmelb / facebook.com/TENnewsmelb
eyewitness News in Sydney: @TENnewssyd / facebook.com/TENnewssydney
eyewitness News in Queensland: @TENnewsqld / facebook.com/TENnewsqueensland
eyewitness News in Adelaide: @TenNewsADEL / facebook.com/TENadelaide
eyewitness News Perth: @TenNewsPerth
eyewitness Late News: @TenLateNews
Meet The Press: @Meetthepress10 / facebook.com/meetthepressau
You can contact Tim at email@example.com