Primetime

Problems Viewing

Sky Customers

Please call our customer service team directly on 08448429844.

Virgin

Please reset your Virgin Media Box, if this does not resolve the problem please contact Virgin Media customer services on 0845 454 1111 or 150 from a Virgin phone.

Web

Please email us immediately support@primetimelive.co.uk and explain to us the problem you are having and confirm the email address your Primetime account is registered to.

General Questions:

What time does the event start?

The Pacquiao vs Marquez event starts at 2am. The Main fight will start at approximately 5am. The preview runs until the event starts.

Where is the stream available?

The stream is available to the people who are within the UK, Ireland, Isle of Man and Channel Islands only during the times the event is showing.

How can I watch it?

Either Channel 480 on Sky or Online.

TV Questions

Can I watch on Virgin Media?

Yes, just order through your On Demand menu. If you need any help with your Virgin Media order please contact Virgin Media customer services.

When is best for me to register?

It is best to register as soon as possible.

Do I have to pay a registration fee?

There is a one off registration fee the first time you register for Primetime. If you have previously registered there is no need to register again. Just select the event through the Box Office on the night or call us to purchase the event.

How long does it take to come on?

When you register for Primetime there may be a small delay for the signal to hit your box, this is usually less than 5 minutes. You must make sure your viewing card is in the box and the box switched on when you order to make sure you do not miss the signal.

How do I know if my TV registration has been sent to my Sky box and that I'm eligible to buy Primetime events?

Press Box Office on your Sky remote. Choose Sports & Events. Highlight one of the Primetime events and press Select. The message 'Checking purchase information. Please wait' will appear. On the screen that follows if at the bottom it says 'Press Select to confirm or Back Up to cancel' your registration has been successfully processed and you may purchase the Primetime event of your choice. If it says 'Call the broadcaster to book this program' then give us a call and we'll activate the viewing for you.

I had to connect my phone line to my Sky box to view the last event, will I have to again?

No, we have recently upgraded our systems and can now activate your viewing through your satellite dish, just give us a call to unlock the fight.

Will I be able to view the event again?

Yes you can watch all the repeats for free after purchasing the live event from Sunday, repeats will be shown at 10:15am, 1:15pm, 4:15pm and 7:00pm. If you did not purchase the live event the repeats are available at the advertised price.

Can I record the event on Sky+?

You can only record the event on Sky+ if you have a working telephone line connected to your Sky box and you order through your remote control. If you have not registered for Primetime before please call our customer services directly on 0844 8429 844 and ask to register only so that you can record it, you will need to wait up to 4 hours after registering to receive a signal to be able to record the event. If you do not have a telephone line connected we will need to send a direct signal to unlock the event which will prevent you from recording it.

Web

What time can I log in from?

You can log in from 6pm on the day of the event.

When I log in, it says I'm already logged in on another computer, what do I do?

Primetime only allows one active connection per ticket. If you are logged in on another machine you will have to terminate that connection. Please use the contact form, fill in the email address you signed up with and click on 'The System won't allow me to login because of an IP conflict' and then press submit. We will reset your login details.

If I choose to purchase the event, what do I get?

You are entitled to watch the event you have purchased for the duration it is available. If you have purchased the event online, you will be entitled to watch the live event at the time of broadcast. Within 12 hours of the event finishing, Video-On-Demand will be available online for a further 6 days.

Will I be able to pause the live event for any length of time?

The video player is capable of caching the live broadcast for up to 30 minutes. If you leave the event paused for longer than that you will only have 30 minutes' footage available until the player returned to the live broadcast.

Will there be variable streams?

No, we are just offering one high quality stream at 900K. Please note that depending on your Internet connection method, internet speeds may vary depending on peak Internet usage times. It would be advised to test your connection during a busy period in order to avoid disappointment. If you want to test your connection please click on this link

What do I do if I have been disconnected from the online broadcast?

In the event of you being disconnected, whether by closing your browser, or in the event of an Internet connection failure, you should be able to log straight back in without any problem. At no point will you need to purchase the fight again. In some cases when an Internet connection is lost, you will find your ISP assigns you a new IP address. If this happens you will receive a "The system has detected that you are logged on more than one computer." error. Please use the contact form, fill in the email address you signed up with and click on 'The System won't allow me to login because of an IP conflict' and then press submit. We will reset your login details.

I have lost my login details.

Please use the contact form, select web customers and the appropriate statement.

I have my login details but they are not working.