FAQ, BUG REPORT & CONTACT

※ご注意

こちらのFAQの日本語版は現在準備中です。

ご不便をお掛けしますが、よろしくお願い致します。

  • Web browsers on desktop & laptop computers:

    • Chrome: version 42 or higher
    • Firefox: version 39 or higher
    • Safari: version 10 or higher
    • Opera: version 42 or higher
    • MS Edge: all versions
    • MS Internet Explorer: not compatible

    iPhones & iPads: iOS 10 or higher

    Other smartphones & tablets: Android version 5 or higher

    Kindle: not compatible

    Bandwidth (download speed): At least 3 MB/second. (Test your connection speed here or here.)

    Last modified: 17 July 2018

    iOS and Android apps for Qwest TV have been available since October 2018.

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    To be notified as soon as new features are available, sign up for our newsletter!

    Last modified: 18 January 2019

    Currently, you can watch Qwest TV on a television using one of the following methods:

    • AirPlay
    • HDMI or other compatible cable
    • Video-game console, if it features a Web browser
    • Consumer, hybrid, or IPTV set-top box/STB, if it features a Web browser
    • Residential/home gateway, if it features a Web browser

    Qwest TV will soon be available on Amazon Fire, Roku and Apple TV.

    Qwest TV will also be available on several popular models of smart TVs.

    To be notified as soon as new features are available, sign up for our newsletter!

    Last modified: 18 January 2019

    Currently, there is no way to view Qwest TV without an Internet connection.

    However, download-to-go will be available on the Qwest TV iOS and Android apps in 2019.

    To be notified as soon as new features are available, sign up for our newsletter!

    Last modified: 17 January 2019

    For security reasons, it is impossible for anyone, including the Qwest TV team, to recover an existing password.

    However, you may reset your password by clicking here.

    Please note: it may take up to 15 minutes before you receive the e-mail notification needed to change your password. We apologize in advance for the inconvenience.

    Last modified: 12 March 2019

    With Qwest TV GOLD, you can watch Qwest TV on up to 3 devices at the same time.

    If you are subscribed to Qwest TV BRONZE or Qwest TV SILVER, you can watch on 1 device at a time.

    For more information, please visit our Subscribe to Qwest TV page.

    Last modified: 6 February 2019

    Please click here to offer Qwest TV as a gift.

    1. At the bottom of the column of the subscription you wish to offer as a gift, select the type of subscription (Monthly for 1 month or Yearly for 1 year).
    2. Click the Gift icon next to the Subscribe button: Gift icon
    3. On the page Step 1: Register your billing account, fill out the form.
      Please note: If you already own a Qwest TV Premium account (active or inactive), click the “Already have a Qwest TV account?” link farther down the page.
    4. Click Proceed to Step 2.
    5. Fill in the details concerning the gift recipient.
    6. Click PROCEED TO CHECKOUT.
    7. Enter your bank-card information.
      Please note: Promotional codes are not valid for gift purchases.
    8. Click SUBSCRIBE.
    Last modified: 12 March 2019
    1. Sign in to Qwest TV using the e-mail address you’d used to subscribe.
    2. Go to your profile by clicking your initials or avatar at the top of the screen, then clicking [your name & e-mail address] in the menu.
    3. In the E-mail Address field, enter the new e-mail address.
    4. Click Update.
    Last modified: 12 March 2019
    1. Sign in to Qwest TV from a Web browser.
      Please note: Currently it is not possible to Change plans from within a Qwest TV iOS or Android app.
    2. Click Change plan.
    3. Select the new offer and billing type (monthly or yearly).
    4. Click SUBSCRIBE.
    5. Enter your bank-card information.
      If applicable, enter your promotional code, then click Apply.
    6. Click SUBSCRIBE.
      PLEASE NOTE: In order to avoid accumulating several offers at once, be sure to unsubscribe from your old plan by following these steps:
    7. Go to your profile by clicking on your initials or avatar at the top of the screen, then click on [your name and e-mail address] in the menu.
    8. Click My Subscriptions.
    9. On your old subscription plan, click UNSUBSCRIBE.

    If you encounter any problems, please let us know!

    Last modified: 12 March 2019

    To change your bank card information, simply unsubscribe (see below), then re-subscribe (see below) using your other bank card.

    Last modified: 6 April 2018
    1. Sign in to Qwest TV on a Web browser.
      Please note: Currently it is not possible to unsubscribe from within a Qwest TV iOS or Android app.
    2. Click on your initials or avatar at the top of the screen, then click [your name & e-mail address] to access your profile.
    3. Click My Subscriptions.
    4. On the subscription you wish to cancel, click UNSUBSCRIBE.

    Should you have any problems unsubscribing, please let us know and we will cancel your subscription manually on our end.

    Last modified: 12 March 2019
    1. Sign in to your Qwest TV account from a Web browser.
      Please note: Currently it is not possible to subscribe from within a Qwest TV iOS or Android app.
    2. Click Change plan.
    3. Select a new subscription plan and billing type (monthly or yearly).
    4. Click SUBSCRIBE.
    5. Enter your bank-card information.
      If applicable, enter your promotional code, then click Apply.
    6. Click SUBSCRIBE.

    If you encounter any problems, please let us know!

    Last modified: 12 March 2019

    When you Sign In and enter your e-mail address and password, does an error occur, or are you able to sign in successfully? (You can tell you’re signed in when your initials or avatar display(s) at the top of the screen.)

    IF YOU CANNOT SIGN IN:

    • Are you trying to sign in using Facebook Connect? If the e-mail address you use to connect to Facebook is not the same e-mail address you used to subscribe to Qwest TV Premium, signing in via Facebook Connect will NOT accessyour subscription. Please sign using in the same e-mail address you used to subscribe to Qwest TV.
    • Perhaps you need to reset your password?
      https://videos.qwest.tv/login/resetpassword

    IF YOU CAN SUCCESSFULLY SIGN IN BUT CANNOT VIEW VIDEOS:

    (For example, you get redirected to the subscription page…)

    • Are you trying to sign using the e-mail address you’d used to subscribe, or a different e-mail address? Please note that while you can create a Qwest TV account using a different e-mail address and sign in, this will NOTgive you access to the videos because your subscription is associated with your initial e-mail address. Please sign in using the e-mail address you’d used to subscribe to Qwest TV.

      If you wish to link a different e-mail address to your Qwest TV account, after successfully signing in with the e-mail address you’d used to subscribe, please go to your profile by clicking your initials or avatar at the top of the screen > [your name & e-mail address] to access your profile > Profile Information > E-mail field > enter the new e-mail address >Update.
    • If you are able to sign in with the e-mail address you’d used to subscribe, but when you try to watch a video, error messages are displayed or you get redirected to the subscription page, the problem may be software-related.
    • Qwest TV is compatible with the latest versions of Chrome, Safari, Firefox, and Edge. If you still cannot view the videos after using the latest version of one of these Web browsers, we ask that you please fill out a bug report. Filing a bug report is the quickest way for our technical team to help you solve the problem!
    Last modified: 12 March 2019

    If you do not know or cannot find your unique code/token, please contact us and we will e-mail it to you.

    CREATE & ACTIVATE MY ACCOUNT

    1. Create your Qwest TV account by clicking here.
    2. Enter your first and last name.
    3. Enter your e-mail address.
    4. Create your password. Please make a note of it!
    5. Do not click on “Already have an account?”
    6. Click Proceed to Step 2. Your Qwest TV Premium account has now been created! However, in order to activate your account, you must first complete the following steps.
    7. On the following page “Step 2: Activate your account”, enter your activation code/token.
    8. Click START WATCHING QWEST TV.

    Once you have successfully created and activated your account, you can sign in to Qwest TV Premium by simply going to https://videos.qwest.tv/ and clicking Sign In.

    Last modified: 12 March 2019

    If you do not know or cannot find your unique code/token, please contact us and we will e-mail it to you.

    ACTIVATE MY EXISTING ACCOUNT

    1. Go to the Qwest TV platform (https://videos.qwest.tv/). At the top of the screen, do you see your initials or avatar with a Change plan button next to it? If so, that means you are already signed in and need to log out. Please log out by clicking on your initials or avatar, then click Sign Out.

      If you are not signed in, at the top of the screen you should see links to Sign In and Subscribe. Please proceed to the next step below.
    2. Log (back) in to the platform by clicking on this special
      link: https://videos.qwest.tv/subscribe/freecopy/login

      Please do not log in by clicking the Sign In button at the top of the screen. In order to activate your subscription, you must click on this special link: https://videos.qwest.tv/subscribe/freecopy/login
    3. Enter your e-mail address and password.
    4. Click Proceed to Step 2.
    5. On the following page “Step 2: Activate your account”, enter your activation code/token.
    6. Click START WATCHING QWEST TV.

    Once you have successfully activated your account, you can sign in to Qwest TV Premium by simply going to https://videos.qwest.tv/ and clicking Sign In.

    Last modified: 12 March 2019

    We are aware that several of our customers are having similar trouble. We share your frustration, and are working hard with our video-service provider to find a solution as soon as possible.

    Fixing this problem is our #1 priority. Rest assured: you and other affected customers will receive an extension of your subscriptions free of charge in order to make up for any lost subscription time!

    If you are experiencing this problem, please contact us ASAP so that we can keep you informed and extend your subscription.

    Last modified: 6 April 2018