ROBINS TV FAQ

Sky Bet Championship 2021/22

What games can I watch?


In line with supporters’ return to stadia and EFL regulations, eligibility groups for live video streaming have changed.
Non-televised Saturday 3pm KOs + Friday/Sunday games – Outside UK and Ireland, Channel Islands and Isle of Man only
Non-televised midweek games – Worldwide
Bank Holiday and displaced weekend fixtures (i.e games moved from Saturday 3pm to midweek) for non-TV purposes will be streamed to a domestic audience at the discretion of the home club. These will be advertised accordingly as we go through the season.
Televised games – Not Available
Audio Commentary – Available worldwide
If there is not a pay-per-view match pass available in your territory for the game that you want to watch, then it is not available.
Additionally, there is no season card holder access to streaming.

I receive an ‘unauthorised country’ message when trying to access the live video?

Games are available in line with the geo-restrictions above. If you receive this message, the game is not available in your country or territory.
If you’re outside the UK on holiday and trying to access the stream via mobile data (3G/4G/5G), your IP address is still registered as being in the UK despite roaming due to the way roaming mobile service works. Connecting to a local WiFi network should solve this.


I’m a season ticket holder – where’s my code?

In line with supporters’ return to stadia and EFL regulations, season ticket holders are no longer entitled to streams. Clubs will advise directly if this situation changes. Season ticket holder codes, even if still active on your account from last season, will not work.

Can I watch the game on my Smart TV, or cast to my connected devices?

Casting is prohibited by EFL regulations. Smart TV browsers are not supported but may work.
Game consoles/Amazon Firesticks or other third party devices also are not supported. We are not held responsible if you experience issues with the streams on unsupported devices, even if they have worked previously.

What devices/browsers can I watch on?

Laptop/desktop – Windows 8.1/10 and recent versions of Mac OS.
Mobile – Most modern iOS and Android devices running the latest versions of their respective operating systems. Please note the club app (where available) must be used to watch live video on mobile.
Browsers – Latest versions of Chrome/Firefox/Edge/Safari. Other browsers such as Internet Explorer/Opera are not supported.

Can I watch on my mobile browser?

You must use the official club app to watch live video on mobile.
The app is called The Official Bristol City FC App and can be found on Google Play/Apple Store
• On apple devices it’s available for download: https://apps.apple.com/us/app/apple-store/id1480685304?ls=1
• On android devices it’s available for download:
https://play.google.com/store/apps/details?id=com.publisherstoolbox.bcfc

For any issues regarding the APP ONLY, please email:
supporterservices@bristol-sport.co.uk
For the best support with the live stream and audio commentary, the recommended browser is Google Chrome across all devices.
Internet Explorer is not supported.


I’m stuck in a login loop, or when I click Play the website does nothing


Please ensure that your web browser cookies are set to  ‘allowed’ in your privacy and security settings. If you fail to do this, it may mean that you are unable to log-in and access the stream.
Safari Users – Versions of Safari from 13.1 onwards have cross-domain tracking disabled – this must be enabled for the login system to work. If this is not enabled you may get stuck in a login loop.


I can’t login or have forgotten my password.


If you can’t log in, please try another browser or clear your cache/cookies and try again. Also, please note the ‘I’m stuck in a login loop’ section above. If you have forgotten your password, go the login screen on the club website and follow the instructions to reset your password.
If you are receiving a ‘Blocked Account’ message, this can be solved by resetting your password.


My feed is buffering.


Please check your connection speed – a minimum of 4mb/s bandwidth is required to view. SpeedTest is a handy tool for this. Also, be aware of the usage of devices on your network. If other people on your network are streaming/gaming, this may affect the amount of bandwidth available to you. An attempt to use a VPN can also cause buffering – VPNs are prohibited and if detected your access to the stream will be revoked and no refund given.


I want to cancel my monthly/annual recurring subscription.


Go the My Account section on the club website when logged in, or alternatively reply to this email and we can process your cancellation. Please note we require 3 working days’ notice to process requests, or you may be charged.

I’m an existing international annual / monthly video pass subscriber – can I still watch?

Yes, you will receive all the benefits of your current subscription. Your pass will be subject to the same previous restrictions of television broadcast picks.

Does my live video subscription allow access to live audio commentary when a match cannot be broadcast?

Yes, your live video subscription includes all audio streams. So, if a game is not available to watch live (e.g. because it has been picked for Sky TV broadcast), you can always listen to it.

Will my existing seasonal or monthly subscription automatically renew?

Yes, after each month or the end of the season the subscription will automatically renew with the payment method you used.

Live Video:

Matchday coverage starts 30 minutes ahead of kick-off with our Robins TV Matchday Live programme; featuring four-cameras; multi-angle; multi-replay production; commentary and expert analysis.

Live Audio:

Live audio offers fans live matchday commentary provided by our broadcast partners at BBC Radio Bristol for every game during the season.

What are the system requirements?

Your device needs to comply with the following minimum system requirements:
Processor: 2.33GHz or faster x86-compatible processor, or Intel® Atom™ 1.6GHz or faster processor for netbooks;
Memory: 2GB (1GB for netbooks) 128MB of graphics memory.
Operating Systems: Windows 8.1 or later, Mac 9+
Browsers: latest versions of Microsoft Edge, Mozilla Firefox, Google Chrome and Safari
*Internet Explorer and Opera are not supported for Live Video
512MB of RAM (1GB of RAM recommended for netbooks)
Mobiles & Tablets Operating Systems: Android 6+, iOS 9+ *some OS may still not be supported by manufacturer.

What are the internet connection requirements?

You will require a WIFI or broadband internet connection (DSL/cable or higher) with a minimum download speed of at least 1.2mbps with latency not exceeding 100ms for SD and 4mbps with latency not exceeding 50ms for HD (mobile data may not be supported). For users travelling abroad, please use a Wi-Fi network or broadband connection to purchase and view the pass, to avoid extra charges and maintain full compatibility (this allows the country you are in to be recognised as a selected territory).

I’m having issues with my video or audio feed. What can I do?

During the game, please report your technical issues to Bristolcitytvsupport@streamamg.com who can investigate whether there is a problem with the broadcast. If there are no issues at the broadcast end, we will need to complete troubleshooting steps, these may involve confirming details about the device, software and your internet connection. *Please note, that it is your responsibility to ensure you are using compatible technology ahead of purchasing a live subscription.

How do I get a refund?

Refunds can only be issued for those who have reported a technical issue during the game and it proves to be a fault of our providers and cannot be rectified. Please note, that if you do not watch a stream through choice, or don’t report a technical issue to customer service during the game, we will not be able to issue a refund.
Refunds will not be issued for supporters attempting to access via a VPN or using a smartphone or tablet browser.

Can I get an illegal feed?

All feeds of the game are monitored by the club and the EFL. The EFL has a strict monitoring policy in operation and will prosecute individuals who illegally stream live games. We would ask anyone who observes these feeds to anonymously inform us via Bristolcitytvsupport@streamamg.com

I’m receiving a “media not found” message

The matchday programme on video player will only be live thirty minutes ahead of KO and audio commentary will only be live during a match . If the game has kicked off and you are receiving this message, please contact via Bristolcitytvsupport@streamamg.com


None of these above cover my query ?


Bristolcitytvsupport@streamamg.com

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