Support

1. How is Haiti Live Networks received?

Haiti Live Networks is received through a broadband Internet connection and small receiver box. The receiver connects easily to the A/V inputs on your TV set much like a DVD player or other digital TV service device like a satellite or cable box. The Haiti Live Networks receiver is able to receive signal from a wireless router within your home. This is an advantage since most Internet routers are not in the same room as the living room TV. The technology does not require an outside dish or antenna, professionally installed equipment or a computer and affords a number of value-added services and conveniences.

2. What do I need to purchase and view Haiti Live Networks IPTV?

You will need a high-speed Internet service with a recommended connection speed of 1.5 Mbps or greater. If you do not have high-speed Internet that matches this recommendation or if you currently do not have high-speed Internet, contact your local cable or telephone company. Included with your high-speed Internet service is a cable or DSL modem. In order to connect the Haiti Live Networks receiver to your high-speed Internet cable or DSL modem, you will need a router, either wired or wireless. Some cable and DSL modems come combined with a router. Also needed: A TV with an available audio/video input; a Haiti Live Networks receiver and a subscription to our service.

3. What is the minimum Internet connection speed required to watch the IPTV service?

We recommend a minimum high-speed Internet performance of 1500 kilobits download (1.5 megabit or 1.5 Mb) to purchase and view the Haiti Live Networks service. Internet use such as downloading large files or playing bandwidth intensive online games within your home may require higher bandwidth in order to view Haiti Live Networks and continue your normal Internet activity at the same time. When performing a speed test, please keep in mind that your results may vary at different times based on Internet traffic and home Internet use. To determine the Internet connection speed you are actually paying for, contact your Internet Service Provider and upgrade your connection speed if necessary.

4. What if the computer/router and television are not in the same room?

This is not a problem. All you have to do is simply purchase and install a wireless router that will send the signal from the broadband modem to the Haiti Live Networks receiver, which is connected to the TV set. Other aftermarket devices such as Internet through the power lines (PlugLink) are also available. The following wireless routers have been highly reliable when using them with the Haiti Live Networks service. These models are available at local electronic stores or can be purchased from many online retailers; Linksys WRT54G Wireless-G 54Mbps Broadband Router NETGEAR WGR614 Wireless-G 54Mbps Broadband Router D-Link WBR-1310 Wireless-G 54Mbps Broadband Router Router model numbers are subject to change or be replaced with newer models.

5. Are there some wireless routers that may not work with the Haiti Live Networks IPTV service?

Yes, the following routers have had difficulty working with a Haiti Live Networks receiver. If you have one of these routers, be advised it may not work.
• SMC 7004VWBR
• D-Link DI-704
• D-Link DGL 4300
• Netgear MR814
• Netgear CG814WG (Gateway)

6. What options do I have when connecting the Haiti Live Networks IPTV set-top box to my TV or VCR?

The Haiti Live Networks receiver has three sets of outputs, Composite, S-video and Component. Only one output option is active at a time. Out of the box, the Composite and S-video outputs are active. If you are going to connect the receiver using component cables, (not included); you will have to change the settings in the Advanced Navigation Screen on the Haiti Live Networks menu.

7. How easy is set up?

The receiver connects to the TV the same way a DVD player or satellite receiver does, through the audio/video inputs. The connection to the customer’s high-speed Internet can be done through a wireless home network or an Ethernet cable connected directly to the receiver depending on what the viewer has and where they want the service to be viewed. The Haiti Live Networks receiver is easy to install and a customer can be viewing programming in as little as 30 minutes providing their Internet connection is already in place. The receiver is shipped already authorized with the programming ready to be watched once connected to the viewer’s Internet and TV.

8. How easy is IPTV to use?

Much like a satellite receiver or cable box, a remote control is used to access the program the viewer wants to watch. The receiver box and remote are very user-friendly with a detailed on-screen menu and an Electronic Program Guide; viewers will be able to use the remote control to access an entire menu of selections aside from the TV and radio channels such as Video On Demand, Today’s Weather and more. Support for most problems should be able to be completed by going to the Haiti Live Networks FAQ area at www.haitilivenetworks.com. All TV functions must be used by the Haiti Live Networks remote control since the Haiti Live Networks receiver has no channel control buttons or menu option. If you need a new remote control, please contact the Haiti Live Networks Customer Support.

9. What if the Internet connection is briefly interrupted?

The Haiti Live Networks receiver “remembers” a program for up to 10-60 seconds, allowing for uninterrupted viewing if the viewer’s Internet connection is restored within that time. There may be a slight “catch up” time, but we’ve found this to not overly distract from the viewing experience.

10. I don’t have a computer. Can I still use the Haiti Live Networks IPTV service?

Yes. All you need is a high-speed Internet connection. However, we have found that setting up some routers will require the use of a computer. There is no need to have a computer in the home after setup. If you have any questions regarding set up, please look for questions and answers in the FAQ section of our website or contact our Customer Support.

11. What is the bandwidth requirement for Haiti Live Networks IPTV?

The recommended minimum bandwidth (Internet connection speed) is 1.5 Mbps. The Haiti Live Networks IPTV service consumes approx. 900-950 kbps for video/audio (TV channels) and approx. 128 kbps for audio (radio) only channels.

12. What is a High-Speed Modem?

High-Speed Modem is the device provided by your Internet Service Provider in order for you to access the Internet at higher rates of speed than the typical dial-up modem. Modems that work best with Haiti Live Networks are cable and Telco high-speed modems. A High-Speed Modem is required in order to use the Haiti Live Networks IPTV.

13. What encryption level does the Haiti Live Networks IPTV set-top box recognize?

Currently the set-top box will recognize encryption standards WEP and WPA. The Haiti Live Networks IPTV set-top box does not work with WPA2 or higher other levels of security at this time. Haiti Live Networks is looking into enhancements that will allow for this type of feature to be available in the future. As these enhancements become available, Haiti Live Networks will advise their customers and provide more information on how to utilize these features. The set-top box may be delivered to the customer’s home with an earlier software version that only allows for WEP encryption. Because of this, the box must first be connected directly to a LAN connection or the customers router be lowered to WEP or no security until the box can obtain the most current software version (currently 2.5.0 as of Dec. 1st). Once the box has been upgraded automatically by connecting it to the Internet, the customer can choose WPA security.

14. What wireless spectrum does the Haiti Live Networks IPTV set-top box use?

The Haiti Live Networks IPTV set-top box recognizes the wireless-G technology, which is currently the most widely used router frequency. If you have an older router, such as wireless-B only, it is recommended that you upgrade to the newer and faster wireless “G” router. When setting up the router configuration, choose “b & g mixed” or “mixed” for the best results. The Haiti Live Networks IPTV set-top DOES NOT work with the newer router frequency, wireless “N”.

15. How do I find the speed of my Internet connection?

Go to www.speedtest.net to test the speed of your Internet connection. We recommend a minimum high-speed Internet performance of 1500 kilobits download (1.5 megabit or 1.5 Mb) to purchase and view the Haiti Live Networks IPTV service. Heavy Internet use within your home may require higher bandwidth in order to view Haiti Live Networks and surf the Internet at the same time. When performing a speed test, please keep in mind that your results may vary at different times based on Internet traffic and home Internet use. To determine the Internet connection speed you are actually paying for, contact your Internet Service Provider and upgrade your connection speed if necessary.

16. I have dial-up Internet. Will Haiti Live Networks IPTV work with my current Internet service?

Unfortunately, in order to purchase and use the Haiti Live Networks IPTV service, you must have an Internet connection at or greater than 1.5 Mbps per second. Call your local ISP (Internet Service Provider) to upgrade.

17. I have satellite Internet. Will Haiti Live Networks IPTV work with my current Internet service?

Unfortunately, satellite Internet providers do not provide the sufficient bandwidth needed in order to access Haiti Live Networks IPTV. This is due to their Fair Access Policy (FAP). You may see speeds that meet the Haiti Live Networks IPTV minimum requirement, but the companies’ policies to restrict bandwidth based on downloaded use prohibits Haiti Live Networks recommending these Internet provider options.

18. I have high-speed Internet, but do not know if it will work with your IPTV service. How do I find out what Internet speed I currently subscribe to?

You can also contact your ISP and ask what level of Internet speed you are currently subscribing to. If your Internet Service Provider is satellite, wireless, Wi-Fi or WiMax, their Fair Access Policy may prohibit use of IPTV – call Haiti Live Networks Customer Service for details.

19. I have Clearwire or another Wi-Fi type Internet service. Will this work with the Haiti Live Networks IPTV service?

Unfortunately there is no Wi-Fi or other non-traditional Internet provider that will accommodate the Haiti Live Networks IPTV service needs due to their FAP. You may see speeds that meet the Haiti Live Networks IPTV minimum requirement, but the companies’ policies to restrict bandwidth based on downloaded use prohibits Haiti Live Networks recommending these Internet provider options.

20. Can I take Haiti Live Networks IPTV back and forth to my second home and when I travel?

Yes. As long as you have high-speed Internet access where you are and it meets the minimum speed requirement of 1.5 Mbps. When traveling, all you have to do is either connect the receiver box to a high-speed modem using Ethernet cable or find and use the authorized wireless network. The Haiti Live Networks receiver box is small and compact and great for bringing your favorite Haiti Live Networks TV or radio channel along with you while traveling.

21. What comes with the Haiti Live Networks IPTV set-top box?

Inside the box when delivered to the customer is a Haiti Live Networks labeled receiver box. Accessories included inside the box include a remote control, a wireless antenna, one set of 6-foot RCA A/V cables, an S-video cable and a 10-foot CAT5 cable. Also included is the Haiti Live Networks User Guide, Quick set up guide, break seal agreement along with a welcome to Haiti Live Networks letter. We reserve the right to replace certain items contained in the box.

22. If I already have another television service, can I have Haiti Live Networks, too?

Yes. Haiti Live Networks will not interfere with your local cable or over-the-air television reception or even service received from a satellite television provider, such as DISH™ Network, DirecTV® or C-Band; Haiti Live Networks works side-by-side with any of these services by simply connecting it to an available A/V input source on your TV like you would connect a DVD player or another video component.

23. Can the programming be recorded to a VCR or DVD recorder?

Yes, you can connect the Haiti Live Networks receiver box directly to your VCR or DVD recorder in order to record a program for your personal use. This is connected using the RCA style A/V cables included with your receiver box, then the output of the recording device would be connected to your TV or monitor in order to view the service. Products like DirecTV and DISH Network DVR will not work to record the Haiti Live Networks service.

24. Is there a “last channel” feature on Haiti Live Networks IPTV?

At this time, this feature is not available. We hope to add this feature at a later date along with other enhanced features.

25. Does Haiti Live Networks IPTV offer a “second audio” feature?

Unfortunately Haiti Live Networks does not offer this feature at this time. We are however, looking into implementing this feature into our system in the future. Once an enhancement has been made to the Haiti Live Networks service, we will notify our customers on where it is located and how to utilize it.

26. Does Haiti Live Networks IPTV offer high-definition channels?

No, at this time, our programming is all standard definition and is formatted for 4 x 3 TV viewing. If you have a high-definition TV, you can set your TV format to stretch in order to fill out the TV screen. It is also recommended that you connect the Haiti Live Networks IPTV set-top box using the “green, blue and red” Component connections for the best quality picture. These “green, blue and red” Component cables are not included but are available at any local electronics store. If connecting using component cables, you must change the settings in the Advanced Configuration area to Component Video.

27. Is the Haiti Live Networks IPTV set-top box compatible with TiVo or other third party DVR recording devices?

Haiti Live Networks is compatible with TiVo DVR service only. A TiVo box is required along with a subscription to the TiVo branded service. The Haiti Live Networks IPTV box with an authorized programming package is connected to the TiVo box and once the TiVo box is setup for Haiti Live Networks service, most of the TiVo DVR features work with the Haiti Live Networks service.

28. What is the warranty of the Haiti Live Networks IPTV set-top box?

As written in the Break Seal Agreement that was included with your Haiti Live Networks IPTV set-top box. Limited Warranty: (a) NeuLion warrants to User that the Equipment will be free from defects in workmanship and materials, under normal use and service, for one year from the date of purchase by User. To read the entire Break Seal agreement, click here or read the printed copy that was included with your Haiti Live Networks IPTV set-top box.

29. Will Haiti Live Networks interfere with my Internet activities?

With the recommended minimum bandwidth of 1.5 Mbps, Haiti Live Networks should not interfere with typical Internet usage such as basic e-mail and Web surfing activities, or vice versa. Downloading large files, playing multi-player online games or having many people online at the same time can take up a lot of bandwidth, which may require more than our recommended minimum if your household does any of these activities while Haiti Live Networks is playing.

30. Where can Haiti Live Networks be received?

Virtually anywhere in the 50 United States and some territories in the Caribbean such as Puerto Rico and the U.S. Virgin Islands that have high-speed Internet access.

31. Is Haiti Live Networks available anywhere outside the United States and Canada?

Not at this time. However, using the technology of IPTV, Haiti Live Networks continues to work towards delivering programming to an international audience as part of our mission.

32. Does Haiti Live Networks offer Internet service, too?

No, Haiti Live Networks does not offer any Internet options. Please contact your local cable or telephone company and inquire about their high-speed Internet service. Remember, a minimum high-speed Internet speed of 1.5 Mbps is required in order to purchase and receive Haiti Live Networks IPTV

33. What channels can I receive?

Current Channel Line-up include Television Nationale D’Haiti (TNH), Radio-Tele Ginen (RTG), Radio Tele-Soleil, and BwatLa-TV.
To view complete lineups of Haiti Live Networks’s channels, including channel descriptions and Web site links, visit our website at www.haitilivenetworks.com and visit the programming section.

34. What are your subscription packages?

To view Haiti Live Networks’s subscription packages and prices, click here.

35. Where do I order a Haiti Live Networks subscription?

For information on ordering a subscription to Haiti Live Networks, visit our website and click on the order page or call 1-877-HLN-TV4U

36. Does the Haiti Live Networks IPTV service recognize V-Chip technology?

Unfortunately, the Haiti Live Networks service does not recognize the V-Chip technology. Haiti Live Networks is looking into enhancements that will allow for more program filtering such as that which exists within the V-Chip technology. As these enhancements become available, Haiti Live Networks will advise their customers and provide more information on how to utilize these features.

37. Are the Haiti Live Networks channels/programming closed captioned?

Unfortunately, the Haiti Live Networks service does not recognize the electronic codes used for closed captioning. Haiti Live Networks is looking into enhancements that will allow for this type of feature to be available in the future. As these enhancements become available, Haiti Live Networks will advise their customers and provide more information on how to utilize these features.