If you are not sure, please contact us (either by email or telephone - see HELP for details), with your full name and email address, and your account number if you know it, and we will confirm your username to you.

1.Login to the service with your username as it stands

2.Click on MY PROFILE at the bottom of the screen

3.Select Email and Password

4.Enter your correct email address

5.NOTE: due to an idiosyncrasy of our system, you must change your password at the same time. However, you can change it back to your choice once your email address is updated.

6.Click SAVE

It is important that you keep your email address updated, as we will always communicate with you by email about any important changes to our service as regards your subscription.

• If the error refers to a DRM license issue such as "Windows Media Player cannot play, synchronize, or burn a protected file because an error occurred while verifying the license.", this could mean that your DRM component is corrupt. Refer to the "Licence delivery error: A problem has occurred in the DRM component" section in this FAQ for details on how to fix this issue.
• Otherwise if you are using Internet Explorer 6, apply the following rollup fix from Microsoft Knowledge Base kb922760.

• Internet Explorer version 7 or later
  • Navigate to Tools > Manage Add-ons > Enable or Disable Add-ons...
  • In the list of Add-ons find RMGetLicense Class.
    Note: if you cannot see this add-on try changing the view in the Show dropdown list.
  • Select the RMGetLicense Class.
  • In the Settings section click Enable.
  • Click OK.

  
  

  • If you do not see RMGetLicense class in the list of Add-ons:
    • Ensure that you have Windows Media Player installed.
    • Install the latest version of Windows Media Player from the Microsoft site.
    • Install the fix described in the Microsoft Knowledge Base kb888240.

  
  

  • Set your Security settings to Default Level if necessary:
    • Navigate to Tools > Internet Options.
    • Select Security Tab.
    • Click Default Level.
    • Click OK.
• Internet Explorer version 6 on Windows XP Service Pack 2
  • Navigate to Tools > Manage Add-ons...
  • In the list of Add-ons find RMGetLicense Class.
    Note: if you cannot see this add-on try changing the view in the Show dropdown list.
  • Select the RMGetLicense Class.
  • In the Settings section click Enable.
  • Click OK.

  
  

  • If you do not see RMGetLicense class in the list of Add-ons:
    • Ensure that you have Windows Media Player installed.
    • Install the latest version of Windows Media Player from the Microsoft site.
    • Install the fix described in the Microsoft Knowledge Base kb888240.

  
  

  • Set your Security settings to Default Level if necessary:
    • Navigate to Tools > Internet Options.
    • Select Security Tab.
    • Click Default Level.
    • Click OK.
• an earlier version of Internet Explorer than those above
  • Set your Security settings to Default Level if necessary:
    • Navigate to Tools > Internet Options.
    • Select Security Tab.
    • Click Default Level.
    • Click OK.
  • Ensure that you have Windows Media Player installed.
  • Install the latest version of Windows Media Player from the Microsoft site.

• Step 1: Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
• Step 2: Update Windows Media Format run-time components:
  • Download an upgrade from Microsoft Knowledge Base kb891122.
  • Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
  • Restart the machine.
• Step 3: Reset DRM system
  • Warning: This may delete all media usage rights and you may not be able to play protected files you have aquired / downloaded earlier. Please refer to Microsoft F.A.Q (below) for further information.
  • Ensure that your File Explorer settings allow viewing hidden files and folders:
    • Open explorer.
    • Select Tools > Folder Options menu.
    • Select View Tab.
    • Check Show hidden files and folders.
    • Uncheck Hide protected operating system files (Recommended).
    • Save these settings.
  • Follow the steps described in "Q. Why do I get an error message that the rights (or licenses) for my files are corrupted or not valid?" section of Microsoft DRM F.A.Q.
    Note: if you are using Windows Media Player 9 or earlier, please follow the steps described for Windows Media Player 10 of the F.A.Q. section above or proceed to the Microsoft Knowledge Base kb810422.

• Step 1: Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
• Step 2: Update Windows Media Format run-time components:
  • Download an upgrade from Microsoft Knowledge Base kb891122.
  • Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
  • Restart the machine.
• Step 3: Reset DRM system
  • Warning: This may delete all media usage rights and you may not be able to play protected files you have aquired / downloaded earlier. Please refer to Microsoft F.A.Q (below) for further information.
  • Ensure that your File Explorer settings allow viewing hidden files and folders:
    • Open explorer.
    • Select Tools > Folder Options menu.
    • Select View Tab.
    • Check Show hidden files and folders.
    • Uncheck Hide protected operating system files (Recommended).
    • Save these settings.
  • Follow the steps described in "Q. Why do I get an error message that the rights (or licenses) for my files are corrupted or not valid?" section of Microsoft DRM F.A.Q.
    Note: if you are using Windows Media Player 9 or earlier, please follow the steps described for Windows Media Player 10 of the F.A.Q. section above or proceed to the Microsoft Knowledge Base kb810422.

• Re-individualize Windows Media Player following the link to Microsoft Security Upgrade page.
• To learn more about individualization visit the Microsoft Individualization page.

- 'Your license ... has expired'

- License acquisition errors (various)

This is usually the result of a configuration on your PC. Please follow the steps below to resolve errors of this nature:

1. Update your Windows operating system to the latest release (or service pack) available from Microsoft. To do this, visit www.windowsupdate.com where you can check for updates and install them using Microsoft's site.

* NOTE: Windows XP users are advised to select Service Pack 1 only, for best results.

2. After updating Windows, if the license errors persist, then we advise you to delete all Temporary Internet Files and Cookies. To do this:

a) CAUTION: this procedure will remove all cookies and internet temporary files, some of which may be used by other internet sites and services that you frequent.

b) Close your browser (e.g. Internet Explorer, or AOL browser)

c) Locate and delete your Temporary Internet Files and Cookies

d) Click the START menu, select Settings

e) Open 'Internet Properties'

f) Click on Delete Cookies and Delete Files buttons

g) Click OK to close this window

h) Restart your browser, and login to our service

i) Try again to play the same clip

j) IMPORTANT: do not attempt to download the clip OR play any previously downloaded clips, as this would cause the error to repeat

3. If the error persists after trying the steps above, please email us so we can provide further advice. You should supply answers to the following:

Type of PC (eg: Compaq, Dell, Apple Mac) - Internet Service Provider (eg: AOL, BT broadband, office network) -

Connection Type/Speed (eg: Broadband, work high-speed, 56k) -

Operating System (eg: Windows XP, Windows 2000) -

Service Pack installed (if any; eg: Service Pack 4) -

Web Browser (eg: Internet Explorer, Mozilla, Opera) -

Media Player and version (eg Windows Media Player 9.0) -

Any other installed Media Players (Real Player etc)-

Do you use any Routers/Firewalls (eg if using from work) -

Did you see any Error Messages? -

What message? -

At what point does the message appear? -

Your PC (IBM clone, Mac, etc) -

Processor/CPU Speed -

My Profile also allows you to update your 'Payment Details', and 'Email and Password' can be changed as well.

Annual subscribers will receive a reminder via email (sent to the email address you have registered on your account) 30 days in advance of your renewal payment, and confirming the amount you will be charged.

NB - previously, the vendor name was SPORT BROADBAND SVCS (or an abbreviation of this).

If you try to view content in one of the subscription channels you will need to become a Subscriber to the service first. Once subscribed, from a technical perspective, we recommend that to provide the best results you use the following applications: - Windows Media Player (versions 6.4 onwards). If you do not have Windows Media Player, please download the latest version from www.microsoft.com. - Internet Explorer (5.0 onwards are recommended). If you do not have Internet Explorer, please download the latest version from www.microsoft.com. Once you have downloaded the Player and Browser, simply select Med or Hi to stream the clip direct to your PC. If you have already successfully watched a clip on site, you have the Windows Media Player installed on your machine.

The problem you are experiencing relates to your video card driver requiring an update. Check for updates for the driver by accessing your Video Card manufacturers web site.

To locate your Video Card information please use the following steps;

1. Select start

2. Then Settings

3. Then Control Panel

4. Select System

This will allow you to access the Video Card information from the Hardware Tab.

If that doesn't solve the problem, turn down (or turn off) video acceleration. To do this in Windows Media Player 9 Series, go to the Options dialog box and look for this option on the Performance tab.

As a final possibility, please try turning off video rendering:

In Windows Media Player, click Options on the Tools menu. On the Performance tab, click Advanced. Clear the Use video mixing renderer check boxes in the Video Acceleration and DVD Video sections. Click OK, and then click OK.

	Video Quality
Connection	Med (100kbps)	Hi (300kbps)
ADSL / T1 / Broadband	30 seconds	90 seconds
Dual ISDN	1 minute	3 minutes
Single ISDN	2 minutes	6 minutes
56k Modem	3½ minutes	10 minutes
28k Modem	6 minutes	18 minutes

1. Update your Windows operating system to the latest release (or service pack) available from Microsoft. To do this, visit www.windowsupdate.com where you can check for updates and install them using Microsoft's site.

*NOTE: Windows XP users are advised to select Service Pack 1 only, for best results.

2. If the error persists after updating Windows, please send an email so we can provide further advice. You should supply answers to the following:

Type of PC (eg: Compaq, Dell, Apple Mac) -

Internet Service Provider (eg: AOL, BT broadband, office network) -

Connection Type/Speed (eg: Broadband, work high-speed, 56k) -

Operating System (eg: Windows XP, Windows 2000) -

Service Pack installed (if any; eg: Service Pack 4) -

Web Browser (eg: Internet Explorer, Mozilla, Opera) -

Media Player and version (eg Windows Media Player 9.0) -

Any other installed Media Players (Real Player etc)-

Do you use any Routers/Firewalls (eg if using from work) -

Did you see any Error Messages? -

What message? -

At what point does the message appear? -

Your PC (IBM clone, Mac, etc) -

Processor/CPU Speed -

If you are accessing the video stream using a 56k modem you are strongly advised that in this case you download your clips.

To locate your Video Card information please use the following steps;

1. Select start

2. Then Settings

3. Then Control Panel

4. Select System

This will allow you to access the Video Card information from the Hardware Tab.

If that doesn't solve the problem, turn down (or turn off) video acceleration. To do this in Windows Media Player 9 Series, go to the Options dialog box and look for this option on the Performance tab.

Alternatively, please try turning off video rendering:

In Windows Media Player, click Options on the Tools menu. On the Performance tab, click Advanced. Clear the Use video mixing renderer check boxes in the Video Acceleration and DVD Video sections. Click OK, and then click OK.

-Your username

-Your full first and last name

-Your account number (if you know it)

-Reason for cancelling

Please supply your reason for cancelling and any suggestions you have for improving our service.