This collection of FAQ provides brief answers to many common questions about UTV.
For further support, please call +852 2211 7211 or directly ask from retail shop sales.
UTV is a multimedia service which combined internet and GSM network. Users can watch UTV programs on their smartphone, tablet or even TV. Currently UTV offers 1 free channels, 4 paid channels and 11 trial channels, and provide both live and highlighted programs catch-up for users to review anywhere and anytime.
(Free channel – KMTV will become a pay channel, with effect from May 9th 2016. Customer who have subscribed "UTV special package" can continue to watch KMTV.)
1. Android user: Download UTV mobile app or UTV TV app at Google play store.
2. iOS user: Download UTV app at App Store.
3. Samsung Smart TV user: Download Samsung UTV TV app at Samsung Apps Platform.
4. LG Smart TV user: Download LG UTV TV app at LG Apps Store Platform.
5. Panasonic Smart TV user: Download Panasonic UTV app at Panasonic Apps Platform
UTV only support smartphone, tablet, Android TV box, LG Smart TV, Samsung Smart TV and Panasonic Smart TV at this moment.
Free channels include C+ channel. Users can view the free channels once logged in
If you have entered the wrong password three times, your account will be temporarily suspended. Please try again after one hour.
If you forgot your password, you can reset it by clicking the link:
https://utvhk.com/account/reset-password.html
Please note: If your account is suspended, you still have to wait one hour before login after resetting your password.
CMHK Postpaid subscribers can use their mobile number and password to login to UTV app directly and no UTV registration is required.
You are required to register an account with a valid email address on UTV website (https://www.utvhk.com/account/register.html). After registration, you will receive an account activation email which embedded an account activation link, please click the activation link to complete the registration process.
The activation email may be dropped to the Spam/Trash Folder.
If you can not find it, please register again after 24 hours, or register with another email account.
In order to run UTV App, please make sure your device is:
Android 4.0.3 or above Firmware OR iOS 7.0 or above Firmware.Details please refer to the following URL:
https://www.utvhk.com/site/general.html?module=device
Samsung UTV TV App can be now accessed on Samsung Smart TV (models released in 2012 or later)
LG UTV TV App can be now accessed on LG Smart TV (models released in 2014 or later)
Panasonic UTV TV App can be now accessed on All Panasonic Smart TV
You can only login to UTV service on one device at a time.
You can watch UTV within Hong Kong only and the service will not be accessible from an overseas IP address. If a user tries to access UTV outside Hong Kong, no matter whether the service is successfully accessed or not, roaming charges and all other costs incurred will be borne wholly by that user.
The error code -21 only shown if your device is not supported with VOD function of UTV. For the supported devices, please refer to the following URL :
https://www.utvhk.com/site/general.html?module=device
If your device is on the support list but still shown error code -21. Please contact our customer care hotline 2211 7211 for assistance.
Download function is now unavailable.
UTV app (iOS version) only offers live streaming function at this moment.
You can download UTV TV app in the following URL:
(Download UTV TV app) (http://ota.utvhk.com/apps/tvapps/)
After downloading it to your computer, you have to transfer the APK to your Android TV Device.
Open the APK on the Android TV device will start the installation process.
[ At present UTV mobile app can only be downloaded though Google Play ]
If there is an updated version for Android TV Dongle firmware, system will have a notification to inform user. Press "yes" to download and install the upgrade. After successfully installed the upgrade, Android TV Dongle will restart automatically. It takes about 5 minutes for the upgrade process. After that, Android TV Dongle will request user to delete the firmware upgrade file. Press " yes" to delete it and the firmware is successfully upgraded.
UTV app (TV version) only offers live streaming function at this moment. VOD function is only available on Android Smartphone/Tablet. Details please refer to the following URL:
https://www.utvhk.com/site/general.html?module=device
You can use physical remote, usb mouse or UTV Android Dongle remote app to control UTV Android TV Dongle.
You can use the Search Function (Keyword:“CMHK, UTV”) in Google Play and install the remote application.
Before connection, make sure:
1) Smartphone/Tablet has installed the remote application
2) The "Remote Service" Function inside [Service Point] under the Android TV Dongle directory is activated.
3) Smartphone/Tablet is connected to the same Wi-Fi network with the Android TV Dongle
How to Connect:
Step 1)Open the remote application, and search nearby device
Step 2)Smartphone/Tablet will then search all connectable device within the same Wi-Fi network.
Step 3)Select "UTV HDMI Dongle" after searching procedure is finished.
Step 4)Press " Connection" to connect the UTV Android TV Dongle, you should be able to use Smartphone/Tablet to control UTV Android TV Dongle afterward.
Because of safety issue, if UTV Android TV dongle detects no action from the user. It will automatically turn to standby mode. User just have to press a button at the physical remote or move the connected mouse to resume.
Please make sure the Wi-Fi network have at least 2 signal bar connection and 4Mbps bandwidth. If the connection is not the problem, please try to reinstall UTV Android TV app or restart UTV Android TV Dongle and try again.
If the damage is not caused by human factors, we will provide a workable dongle for user as a replacement within the warranty period. For more detail, please call our CS hotline.
User can visit our customer care central for warranty details, some of the accessories require additional charge.
Samsung UTV TV app is a UTV application specifically made for Samsung Smart TV Users. UTV is a multimedia service which combined internet and GSM network.
Samsung UTV TV App can be now accessed on Samsung Smart TV (models released in 2012 or later)
Samsung Smart TV user can press “Smart Hub” button on the remote control, then go to the "Samsung Apps" Platform. Search “UTV” and download the application.
Both downloading the application and viewing the free channels are free of charge.
If user would like to watch the paid channels, registration and payment method would be the same as on the UTV Mobile application. For details, please refer to the FAQ on “Registration” and “Charge”.
If user views the free channels only, there is no need for the registration. UTV account is needed only for viewing the paid channels.
The application uses video live streaming, if the internet connection is unstable or inadequate, it could affect the video smoothness.
Also, the minimum bandwidth requirement for Samsung Smart TV UTV app is 4Mbps.
Samsung UTV TV app only offers live streaming function at this moment.
UTV free channels are free of charge, while paid channels are charged with a monthly basic package fee. You can renew your service manually in order to continue the service. The commitment period is only applicable for the customers who signed the UTV Special Offer Contract.
CMHK subscribers can subscribe the Paid channels inside UTV app, CMHK app, CMHK website or via UTV website. (For iOS user and Smart TV user, in app subscription is not supported) The monthly fee will charge on their CMHK monthly mobile Bill. You can also visit CMHK shop or you can call our customer care hotline at 2211 7211 for subscription.
For non-CMHK users, you can subscribe the paid channels by credit card inside the app or UTV website. (For iOS user and Smart TV user, in app subscription is not supported.)
CMHK customers will be charged on their monthly mobile bill. Customers can pay the bill using the normal payment methods. For non-CMHK users, they will be charged immediately on their credit card.
You can pay your bill via:
1. Credit Card;
2. CMHK mobile phone bill
UTV special package includes unlimited viewing of VOD and live broadcast of the following Paid channels: KMTV, National Geographic Wild HD, Star Chinese Channel and tvN HD.
( Starting from May 9th 2016:
UTV mega package includes unlimited viewing of VOD and live broadcast of the following Paid channels: KMTV channel, National Geographic Wild HD, Star Chinese Channel and tvN HD.
KMTV channel includes unlimited viewing of VOD and live broadcast of KMTV. )
We will only charge proportionally and count into your next bill.
Your bill will be sent to your registered email address.
No. The 2GB mobile data in UTV Korea Special Package is local data which can be used in every bill month but cannot be accumulated to next bill month and cannot be trade in 2cm platform.
Currently, UTV app is only compatible with the specified devices running Android version 4.0.3 or above Firmware OR iOS 7.0 or above Firmware.
Samsung UTV TV App can be now accessed on Samsung Smart TV (models released in 2012 or later). LG UTV TV App can be now accessed on LG Smart TV (models released in 2014 or later). Panasonic UTV TV App can be now accessed on Panasonic Smart TV.
Details please refer to the following URL:
https://www.utvhk.com/site/general.html?module=device
In order to watch UTV smoothly, you are required to have minimum 1 Mbps bandwidth for mobile/ tablet App and 4Mbps bandwidth for Android TV and Samsung/LG/Panasonic UTV TV App.
Please check if you have any unsettled payment at CMHK or UTV. Or you can also restart your device and try again. If it does not help, please call our customer care hotline 2211 7211 for assistance.
