THE Family CHANNEL App

Frequently Asked Questions

LEARN MORE ABOUT THE FAMILY CHANNEL APP

GENERAL INFORMATION

SIGNING IN

DEVICE ACCESS

CONTENT INQUIRIES

TECHNICAL & PLAYBACK TROUBLESHOOTING

OFFLINE DOWNLOADS

CONTACT US

GENERAL INFORMATION

What is the Family Channel App?
The Family Channel App is a premium video streaming service providing access to your favourite kids and family programs, all at your convenience with OnDemand viewing. The Family Channel App is a unique 4-in-1 service offering all your favourite shows from Family Channel, Family CHRGD, Family Jr. and Family 14+ in one place. All of this at no additional cost for Family subscribers of participating TV service providers.

Who is the Family Channel App for?
The Family Channel App is for kids and families who love the awesome programming that Family’s suite of channels offer and who have a subscription to at least one Family Channel network with a participating television service provider. Your access to Family Channel App programs is linked to your TV subscription. You will be able to watch programming for all channels on the Family Channel App that are part of your TV package.

How do I subscribe to the Family Channel App?
It’s easy! Currently, the Family Channel App is provided to Bell, Bell Aliant, Bell MTS, Cogeco, Eastlink, NorthwestTel Rogers, Shaw, Shaw Direct, Tbaytel, Telus and Videotron subscribers, with more coming soon.

If you subscribe to any or all of the following channels through your TV cable package, the Family Channel App is free with your subscription:

Family Channel
Family CHRGD
Family Jr.

Simply download the Family Channel App (iOS or Android) on your mobile device.

Your access to programs on the Family Channel App is linked to your TV subscription. If you would like to add any Family channels to you TV package and unlock access to hundreds of hours of premium content on the Family Channel App, please contact your service provider.

Where do I get the Family Channel App?
The Family Channel App is available for download in the App Store (iOS) and via Google Play (Android). Once you have downloaded the Family Channel App, select “Sign In” and then choose your TV service provider and follow the login steps.

Content from the Family Channel App and the associated channels is also available on set top box and other platforms provided by participating service providers.

My television provider is not listed, what can I do to get the Family Channel App offered?
Currently, the Family Channel App is provided to Bell, Bell Aliant, Bell MTS, Cogeco, Eastlink, NorthwesTel, Rogers, Shaw, Shaw Direct, Tbaytel, Telus and Videotron subscribers, though it is available to all TV service providers. If your provider isn’t listed, please contact them and let them know you’re interested in having the Family Channel App available to you.

Why is the Family Channel App only available with a TV subscription?
The Family Channel App is a complimentary service, designed to enhance the programming you already get from your TV service provider.

This new product offers many more hours of content. This is all available as added value to users who have a subscription to one or more of Family’s channels:

Family Channel
Family CHRGD
Family Jr.

Is there a minimum TV subscription to qualify for the Family Channel App option?
You need to be subscribed, at minimum, to one of the Family channels with a participating service provider to be able to unlock full episodes within the Family Channel App for the channel you are subscribed to. There will, however, be a select few shows to view without a subscription to sample the programming, available on the Family Channel App and on the website.

Your complete access to programs available on the Family Channel App is linked to your TV subscription. You will be able to watch programming for all channels on the Family Channel App that are part of your TV package.

I don’t subscribe to a television service, but have Internet through a participating provider. Can I subscribe to the Family Channel App?
The Family Channel App is a complimentary service, exclusively available to cable television subscribers as it is designed to enhance the programming you already get from your cable TV service provider.

This new product offers many more hours of content. This is all available as added value to users who have a subscription to one or more of Family’s channels. They are:

Family Channel
Family CHRGD
Family Jr.

Can I watch programs on the Family Channel App with closed-captioning? Described video?
Programs available on the Family Channel App are offered with closed captioning for mobile and on the set top box of participating television providers. To turn the closed-captioning feature on or off, click on the box in the bottom right corner of the screen. Described video is not available for programs on the Family Channel App.

Can I watch programs on the Family Channel App in different languages?
Programs on the Family Channel App are available in English only.

Can I use the Family Channel App when travelling in Canada and the U.S.?
The Family Channel App can be used anywhere in Canada on your mobile device. The Family Channel App is not available for use outside Canada.

Does the Family Channel App have parental controls?
Yes, the Family Channel App does have parental controls which can be accessed through the “Settings” menu in the top right corner of the app. To lock content from a specific channel, click on the gear icon. Available content will be marked with a check mark and locked content will not have a check mark. To lock content from one or more of the channels including in the Family Channel app, de-select the corresponding check mark.

Are there commercials in the Family Channel App?
Yes,there are short advertisements on the Family Channel App.

Will the Family Channel App use my personal information/data?
The Family Channel App will never compromise or share personal information received from our customers. Any tracking for measurement purposes is done at an aggregate level and not at an individual one. Any and all use of customer information will comply with our Privacy Policy, which can be accessed at http://www.familygo.ca/privacy-policy.html.

SIGNING IN

How do I sign in to the Family Channel App?
You can sign in to the Family Channel App by either clicking on any video that has a lock on it, or (on a mobile device) by clicking on the “hamburger” menu within the app and selecting the “Sign in” option under “Settings.” Select your service provider, enter your credentials and you are all set.

I am having problems signing in. Who can help me?
For problems signing in, you will need to contact your TV service provider at:

Bell TV: 1.888.759.3474 or mybell.bell.ca/Registration

Bell Aliant FibreOp: 1.866.FIBREOP (342.7367) or bellaliant.net/myaccount

Bell MTS: 1-204-CALL-MTS (204-225-5687)

Cogeco: 1-855-414-0005

Eastlink: 1-888-345-1111

Northwestel: 1-855-673-1124 or nocc@nwtel.ca

Rogers: 1-888-764-3771

Shaw: 1-888-475-2222. Live chat can also be launched from Shaw.ca/Television

Shaw Direct: 1-888-554-7827. Live chat can also be launched from shawdirect.custhelp.com/app/chat/chat_launch

Tbaytel: 1-800-264-9501

Telus: 1-888-811-2323

Videotron: 1-877-512-0911

I forgot my login information. What can I do?
Don’t worry, it happens to the best of us. Just contact your TV service provider:

Bell TV: 1.888.759.3474 or mybell.bell.ca/Registration

Bell Aliant FibreOp: 1.866.FIBREOP (342.7367) or bellaliant.net/myaccount

Bell MTS: 1-204-CALL-MTS (204-225-5687)

Cogeco: 1-855-414-0005

Eastlink: 1-888-345-1111

Northwestel: 1-855-673-1124 or nocc@nwtel.ca

Rogers: 1-888-764-3771

Shaw: 1-888-475-2222. Live chat can also be launched from Shaw.ca/Television

Shaw Direct: 1-888-554-7827. Live chat can also be launched from shawdirect.custhelp.com/app/chat/chat_launch

Tbaytel: 1-800-264-9501

Telus: 1-888-811-2323

Videotron: 1-877-512-0911

If my TV service provider and my Internet service provider are different, which account info do I use to sign in?
Please use the login information for your TV service provider.

I’ve already signed-in successfully, and now I am being asked to sign-in again. Why?
You may be asked to sign in again if:

I’m unable to access the sign-in page. What should I do?
In the app, the sign-in page is accessed through the menu at the top left of the screen. If you continue to experience difficulty, most errors can be cleared by hard-closing the app and then restarting it. To hard-close the app on an iOS device, press the Home button twice, then swipe upwards on the app to close it. On Android, use the Android menu button on the bottom of the screen and swipe the app away to close it.

I am in Canada but the Family Channel App says that I am outside Canada. What can I do?
It’s best to ensure that you don’t have a VPN connection activated with an IP address outside the country. This would allow you to access content from platforms beyond Canada, and as a result, would block access to the Family Channel App from your device. If you are certain you don’t have a VPN connection and the problem continues, please contact us at info@family.ca.

DEVICE ACCESS

Which devices does the Family Channel App support?
The Family Channel App supports the following:

iPad (2+), iPod Touch (5G+), and iPhone (4S+) running iOS 9+
Android tablets and smartphones running version Android M or later

Does the Family Channel App have support for other devices?
We are constantly adding new platforms to the Family Channel App so that you can watch anyway you prefer watching TV. Check back in for regular updates.

Does the Family Channel App support Chromecast?
Yes, the Family Channel App supports Chromecast.

How can I watch the Family Channel App on my mobile device or tablet?
To watch the Family Channel App from your mobile device or tablet, simply download the Family Channel App from either the Canadian Apple App Store or the Canadian Google Play store and sign in.

How can I watch the Family Channel App on my TV?
The only way to watch the Family Channel App on your TV is if you have an Apple TV, in which case you can use screen mirroring on your device to watch the app. To do so, you will need to open the control centre on your iOS device, select “Screen Mirroring” and then select your Apple TV.

Can I play video on the Family Channel App from more than one device at a time?
Yes, members of a household can watch content from the Family Channel App on multiple devices at the same time. Please note that your set-top box can be watched in addition to the devices.

How many devices can be linked to one Family Channel App account?
You may have up to five devices connected to your Family Channel App account at any time. However, you can only stream content from two devices at once.

How do you download the latest version of the Family Channel App?
You can update to the latest version of the Family Channel App through the app store that your device supports. Check to see if you’ve downloaded a recent update or if one is waiting for you.

CONTENT INQUIRIES

What type of programs can I watch on the Family Channel App?
The extensive catalogue of programs available on the Family Channel App includes current favourites for catch-up viewing, and episodes of Family networks’ classic shows. New shows will be added frequently, so there is always something new to check out!

Can I find out what shows are available to watch before I subscribe?
Yes – you don’t need a subscription to browse or search the full Family Channel App catalogue. Download the app from the Canadian Apple App Store or Google Play to browse the catalogue.

How do you search for shows on the Family Channel App?
You can find your favourite shows on the Family Channel App by clicking the “Shows” category in the menu, where you can browse titles either by newest or alphabetical listings. The show listings are exclusive to the channel you are watching, so only Family Channel series will be available in the Family section of the App, and so on.

Are programs available on the Family Channel App in HD?
Yes. The Family Channel App strives to offer users the best possible viewing experience. The video quality we deliver will depend on the content and your Internet connection and device. The Family Channel App will automatically detect your connection speed and send you the highest quality stream your connection can support.

I see some episodes in the video player are locked. How do I unlock them?
No problem! To unlock episodes, follow the prompts you are given when the locked episode is selected and simply sign in using the same username and password you use for your TV service provider.

Will new shows and episodes be added to the Family Channel App?
Shows offered in the Family Channel App will be continually reviewed and updated to ensure there is fresh and popular content available on a weekly basis.

How long is content available within the Family Channel App?
The length of time that video content is available in the Family Channel App varies based on the programs and licensing restrictions.

Why can’t I view all Family shows?
Due to licensing restrictions some Family shows aren’t available for viewing in the Family Channel App. However, the selection of episodes offered in the Family Channel App will be continually reviewed and updated to ensure there is fresh and popular content available. 

Some programming from Family Jr. airs on Family Channel’s linear TV channel. Why isn’t it available in the Family Channel App under Family Channel?
The programming available in the Family Channel App is sorted based on the age group that it is best suited for. For example, while some Family Jr. programs air on Family Channel’s linear TV channel in the morning preschool block, they were created for a preschool audience and therefore are available in the Family Jr. section of the Family Channel App. You will be able to watch programming for all channels on the Family Channel App that are part of your TV package. If you would like to unlock additional programs, please contact your service provide to subscribe to additional channels.

A favourite episode in the Family Channel App is missing.  Why can’t I find it anymore?
From time to time, episodes may expire and no longer be available for viewing. As our content refreshes, older episodes may be removed and replaced with new programming.

Can I resume playing a full-episode video from where I left off?
Yes, the Family Channel App will remember where you left off watching an episode. These episodes will appear in the “Recently Watched” section. This feature is device-specific and episode progress does not sync between devices.

TECHNICAL & PLAYBACK TROUBLESHOOTING

Will streaming content on the Family Channel App use my cellular data plan?
Use of the Family Channel App on your mobile device via Wi-Fi will count against your Internet data plan when used at home, but not your cellular data plan. The Family Channel App is defaulted to use Wi-Fi only; should you want to use cellular data you need to turn on the “Allow Cellular Data” option in your device’s Settings menu. If you are using a free Wi-Fi network outside the home, the service will not impact your home Internet data plan or cellular data plan. If you stream content using cellular data, it will count towards your mobile data plan.

Will streaming content on the Family Channel App consume my monthly Internet bandwidth allocation?
Watching the Family Channel App on any device connected to the Internet will consume bandwidth, similar to other streaming services.

How much bandwidth will I use while streaming video on the Family Channel App?
It depends a lot on the device you are using to access the Family Channel App. If on a mobile device, streaming video can generally use between 0.2 and 1.2 GB per hour.

How much bandwidth will I use when downloading a video for my offline library from the Family Channel App?
It depends a lot on the device you are using to access the Family Channel App. If on a mobile device, downloading a video for your offline library generally uses 300MB per half-hour episode.

Will I have the option to select video quality so I can ensure I don’t go over my monthly Internet bandwidth allocation?
No, the Family Channel App was designed for the best TV watching experience possible. It automatically detects your connection speed and sends you the highest quality video stream your connection can support.

How do I cast on Chromecast?
To activate the Family Channel App via Chromecast, both your device and Chromecast need to be connected to the same Wi-Fi network. Once this is active, a small TV icon will appear beside the search magnifying glass icon in the top right corner of your phone or tablet’s screen. When it appears, click on the icon and select the Family Channel App. This will turn the middle of the TV icon white, which signifies that you are able to cast successfully. For any additional questions, please visit Google support at https://www.google.com/intl/fr_ca/chromecast/learn/.

I am having trouble casting from my device. What should I do?
Ensure that both your device and Chromecast are connected to the same Wi-Fi network and this should rectify the issue. For more information, please visit Google support at https://support.google.com/chromecast/?hl=fr-CA#topic=3447927.

When I try to cast a program using Chromecast, the video keeps skipping, stopping, or giving me an error message. Why is this happening?
The most common cause of skipping in video on any device is generally related to your Internet connection. However, if you have casted multiple videos and only experienced problems with one, please let us know. If you get an error message, please report it to us, providing as much information as possible so that we can resolve the problem.

Can I still browse content after I’ve started to cast a video using Chromecast?
Yes! You are able to look for other content on your mobile device or tablet while a video is casting via Chromecast. You will be able to control the current video’s functions using the bar at the bottom of your device. If you are an Android customer, you will also be able to access this function control bar on your lock screen.

Can I set video quality settings on a per-device basis?
No, the Family Channel App optimizes video quality based on your device and the speed of your Internet connection so you can enjoy your show in the best quality available.

If I upgrade the Family Channel App on one of my devices, will it upgrade on all my devices?
No, you will need be required to make the upgrades on all your individual devices to get the most updated version of the Family Channel App.

Does the Family Channel App support iCloud for syncing between iOS devices?
No, the Family Channel App does not currently support iCloud for syncing between iOS devices.

Does the Family Channel App require subscribers to purchase any additional equipment?
The Family Channel App will be available as a free app on most iOS and Android devices.

The player functions aren’t working. What should I do?
You should hard-close the app and try again. If it still doesn’t work, contact info@family.ca.

Why is the video quality pixilated at times?
The Family Channel App uses technology that identifies your Internet signal and generates appropriate video quality based on connection speed. Videos may start pixelated while the Internet connection is identified and then become optimized.

Why am I getting a “video playback error” on my device?
This message will be displayed when you try to watch video content through the Family Channel App on iOS or Android devices that do not have an official release of the OS (operating system) software. The Family Channel App only supports official releases. “Jailbroken” devices are not supported.

When I try to watch a program, the video keeps skipping, stopping, or giving me an error message. Why is this happening?
All videos on the Family Channel App are tested before they’re released. The most common cause of skipping in video is an issue with your Internet connection. However, if you have watched multiple videos and only experienced problems with one, please contact info@family.ca so we can investigate the issue. If you get an error message while watching an episode in the Family Channel App, please report it to us, providing as much information as possible so that we can resolve the problem.

Why can I hear audio but can’t see the video?
An output of only audio is the result of a low Wi-Fi or 3G signal. If you are watching the episode via 3G, try switching to Wi-Fi (in your phone settings). If this doesn’t work, try restarting your wireless modem or repositioning in a stronger signal area.

I can’t hear any audio even though I adjust the volume controls on the iPad? 
You may have locked your audio on mute using the side switch on your iPad. You can change their settings for that switch under, “Settings – General” on their device.

Some of the artwork isn’t appearing on the player. What should I do?
The video should still play even if the artwork isn’t displayed. However, the absence of artwork could indicate a problem with your Internet connection that will also prevent video from playing.

I’m unable to download or install the application. What should I do?
The app is available through the Canadian Google Play store or the Canadian Apple App Store. Make sure you are in the Canadian version of the stores and you don’t have any controls set up on your account that restrict access to apps with content meant for mature audiences. If you are still having difficulty with downloading the app, please contact Google or Apple Help Info for further assistance.

I’ve downloaded the app but it won’t open or it keeps crashing. What should I do?
The app may not be installed correctly. Please uninstall the app completely, then install it again. If you continue to experience difficulty, please contact info@family.ca

OFFLINE DOWNLOADS

What is the OfflineDownloads feature?
Offline Downloads allows you to watch what you want, when and where you want it. The Family Channel App lets you download OnDemand shows to your device for a period of time so you can take your downloaded shows with you everywhere– and watch without an Internet connection.

Can I store shows on my device so I can watch them when I’m offline?
Yes! The Offline Downloads feature allows you to download your favourite shows so you can enjoy them when you do not have access to the Internet. The number of episodes you can store at any given time is dependent on the amount of available space on your device and the episodes will only be available on the device they were originally downloaded to.

How long does the content stay in the Offline Downloads?
The shows will stay in your Offline Downloads for 72 hours at which point you will need to download it again when you have access to the Internet either through data or Wi-Fi.

Why can’t I add a show to my Offline Downloads?
Every show you add to your Offline Downloads takes up storage on your device. Be sure to check the settings on your device to see how much storage you have available. In some cases, the offline downloading rights for all series may not be available.

I downloaded a show and now it‘s no longer available in my Offline Downloads. Where did it go?
If a show is no longer available due to the broadcast licenses, it will be removed from the Family Channel App and from any user devices that it has been saved to. However, it is possible that the show will return to the Family Channel App schedule at a later date. Check back regularly for new and updated Family Channel App selections.

How will I know if an episode has been fully downloaded?
When you select an episode for Offline Downloads, a progress bar will appear to let you know the status of your download.

Episodes I’ve selected to download have stopped downloading and won’t move. What should I do?
This issue may have occurred due to an internet connection loss or temporary network interruption. Please, verify your device is connected to the Internet. If downloading does not restart automatically, please delete the episodes, restart the application and select the episodes for downloading again.

CONTACT INFORMATION

If you have a question that wasn’t answered in this list of commonly asked questions, please reach out to us at:

info@family.ca or 1-877-220-7028