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FAQs

General

What is AVTV?

AVTV is Aston Villa FC's official video platform. The new platform has been rebuilt in order to provide fans with a number of improved features, from HD video playback* to mobile and tablet friendly video players for all our Video On Demand (VOD) and live streaming services. AVTV is available via the Club's official website, www.avfc.co.uk. For full access to AVTV content, users require a subscription.

*The quality of the video you will watch will depend on your Internet connection. AVTV will constantly provide the best quality for video that can be streamed to your computer.

What content is shown on AVTV?

AVTV provides exclusive behind-the-scenes content from Villa Park and Bodymoor Heath. With new content uploaded daily - from 'Features' and 'Matches & Highlights' to 'Interviews', 'Press Conferences' and 'Shows' - fans can be assured of their daily dosage of Aston Villa!

For details around live streams, please see the 'Can I watch live matches?' section.

How often are new videos added to AVTV?

AVTV is updated almost daily - and on the most part, several times per day.

Can I watch live matches?

If you have a valid subscription to AVTV, and the Club is able to, or has chosen to stream a game live, then yes, you will be able to watch the game live via AVTV. Please note however, that due to Sky Bet Football League regulations, the Club is unable to stream live Sky Bet Football League matches (for these games, highlights packages will be provided via AVTV following the mandatory embargo). The Club endeavours to stream selective pre-season games, and various U21 games - the schedule for which will be communicated via www.avfc.co.uk.

Live audio commentary is provided for all first team games, and is included in the cost of an AVTV subscription.

Is AVTV available in my country?

AVTV is available to all countries without restriction. However, it is possible for AVTV to be blocked by your ISP should your country of residence impose specific browsing restrictions.

What are content embargoes?

Match highlights are subject to holdbacks or embargoes, meaning the Club is required to wait before specific content makes its way onto the website and is available for users to watch. These embargoes are determined by competition rules. Details can be found below:

  • For Sky Bet Football League fixtures, up to 2 minute highlights will be available from midnight on the day of the match for the UK and Republic of Ireland. The embargo is lifted from 12 noon the day after the match and this applies to all territories, extended highlights will then be available.
  • For League Cup fixtures, the embargo is midnight on Wednesday, for fixtures on both the Tuesday and Wednesday. As the final would likely be on a Saturday, the embargo for that game, would be from 12 noon the day after the game.
  • For FA Cup fixtures, the embargo for the games in which the Club participates is midday following the day of the match.
  • All times are GMT.

Why has AVTV migrated?

The AVTV you're seeing today represents phase 1 of a 2 phase process which sees a complete overhaul of avfc.co.uk, the Club's official website. Speaking to fans, we know how important video content is during pre-season, and so, the phased approach is being worked on to ensure that fans receive the best possible video content during this time. During phase 2, a number of additional features will be added to the new AVTV product and the rest of the avfc.co.uk website will be brought onto a new platform too, with an anticipated launch date of June 2016.

We're working hard to ensure that AVTV and the wider website deliver a significant improvement on the legacy platform. We want the website to be the place for Aston Villa fans to absorb AVFC content.

Can I watch AVTV on my mobile?

AVTV now benefits from a responsively designed website (meaning it resizes based on browser size), and HTML5 video players, meaning AVTV can now be used via mobile and tablet devices, as well as desktop computers. The video technology also benefits from adaptive bit-rate streaming, which means the video player will determine the quality of video to send to you, based on your current Internet connection. This reduces the potential for buffering and disrupted video playback, but ultimately, the quality of video playback is determined by your Internet connection.

FAQ Category

I cannot log into the website with my details - can you help?

Aston Villa has three primary sites which all have separate login/registrations:

  • www.avfc.co.uk - the main official Aston Villa news and media website. Please note, if you have previously registered/logged in on the AVTV website (tv.avfc.co.uk), you can use the login credentials registered on that site, to access www.avfc.co.uk.
  • www.eticketing.co.uk/avfc - the Aston Villa box office and ticketing website
  • shop.avfc.co.uk - the Aston Villa online retail website

Further to these primary sites, we also have:

  • www.avfclionsclubs.co.uk - the Aston Villa Lions Club website
  • www.jvlife.co.uk - the Aston Villa junior villans website
  • www.seatwave.com/aston-villa-fc-tickets/season - the official Aston Villa ticket exchange partner
  • www.avhe.co.uk - the Aston Villa hospitality website

Each website has a completely different login to the main site as they are different systems although you can choose to use the same username and password when registering on each of these sites.

NB if you have registered on the main site, this does not allow you to buy tickets on the ticketing site or the shopping site and vice-versa. You need to login with the email address/username that you registered with on each of these sites independently.

In all cases you need the email address you registered with to retrieve usernames or reset passwords.

Registration & Subscription

How much does AVTV cost?

AVTV is a subscription based product, which means users require an active subscription for full access to the content. Season ticket holders are given free access to AVTV as one of their benefits. All other users will need to decide on a suitable subscription.

There are currently 3 subscription types available to purchase:

  • (1) 2015/16 Season Pass - valid from 1 July 2015 to 31 July 2016 - available at £44.99 per year
  • (2) 2015/16 Pre-season Pass - valid from 1 July 2015 to 7 August 2015 - available at £24.00
  • (3) Game Passes - available for each of the pre-season games streamed live on AVTV - pass provides access for 24 hours, from 00:01am (GMT) through to 23:59pm (GMT) on the day of the game - available at £6.00 per game

To purchase a subscription, or redeem the activation code associated with your season ticket pass, please follow the 'registration/subscription' process on site. You can buy via Debit/Credit Card or via PayPal.

Can I still log into AVTV using my old username/password?

If you had a valid and active AVTV subscription as of 24th June 2015 (used on avfc.co.uk), then your details have been migrated to the new system. When you first come to log-in on the new AVTV, you will be able to enter your existing username/password (or email/password) combination, and will then be sent a validation email and asked to update your password. We're asking people to do this as an extra security measure, and this is commonplace for such a migration project.

Once you've successfully updated your password, you'll be logged into your AVTV account.

If you pay by Direct Debit, you will have been sent an email explaining that as part of this migration, the name, which appears on your bank statement, will change from PERFORM MEDIA. Whilst your billing date might change, you're not required to take any action, and you will continue to be billed the same amounts and at the same frequency, and you will continue to be able to enjoy access to AVTV. If you pay by Credit/Debit card, the name on your statement will be 'AVTV Subscription', but again, you are not required to take any action, and you will continue to be able to enjoy access to AVTV.

If you pay via PayPal, your details will have been migrated to the new system meaning you can log into the new AVTV system, and enjoy access to video content up until your next billing date. However, due to the fact that PayPal payment settings cannot be migrated, you will have to re-subscribe once your next billing date arrives, so that you can continue to enjoy access to AVTV.

Why am I being asked to reset my password when I first log into the new platform?

We take security seriously, and want to ensure that migrated user accounts are as secure as they can possibly be. When undergoing such a migration, it is commonplace for passwords to be reset/updated, and for that reason, we're asking migrated users to follow a password updating process. It takes just a couple of minutes to complete.

I've forgotten my password, how do I reset it?

There is a forgotten password link available from the login screen. Clicking this will initiate a 'reset password' process, which will involve sending you a verification email, which you will need to click and then reset your password.

How do I update my personal details?

You can update your personal details from the 'My Account' area. You simply need to log in using your email address and password, navigate through to your 'My Account' page, and make the relevant changes, clicking 'Update Details' once complete.

I previously subscribed to AVTV via the mobile app, can I still do so?

It is not possible for us to integrate the new AVTV platform into the iOS and Android mobile apps. However, as the new AVTV platform is fully responsive and mobile/tablet-friendly, you can simply re-subscribe to AVTV via the website. Doing so will allow you to watch AVTV content on your desktop, tablet and/or mobile device, via a single subscription.

You will notice that when navigating to the AVTV section of the mobile applications, you will be redirected to the website, as it is not possible to now watch or subscribe to AVTV video content via the apps.

Those users, who were part way through an active mobile app subscription, have been contacted and provided with access to the new AVTV platform.

Do I still need to have a separate subscription to access AVTV via the mobile app?

You can no longer subscribe to AVTV via the mobile app. Please see 'I previously subscribed to AVTV via the mobile app, can I still do so?' FAQ, for more information.

I'm a season ticket holder, do I still get access to AVTV?

Yes. Season ticket holders still get access to AVTV, and have been sent an activation code, which they can use to gain access to video content. Season ticket holder access is valid from 1 July 2015 - 31 July 2016.

What payment options are available for AVTV?

You can pay for AVTV via Credit/Debit card or PayPal. For information on the subscription types available, please refer to the 'How much does AVTV cost?' question.

Where can I find my activation/promo code?

If you're a season ticket holder, your activation code will have been sent to you via email, and will also be included in your season ticket welcome pack.

How do I go about redeeming my activation code?

Details of how you should go about redeeming your activation code, can be found here.

I'm having trouble redeeming my promo/activation code - help me!

If you have a promo code but are having trouble redeeming it then below are some solutions to the most common issues experienced:

I've put my code in but I'm still being asked to purchase a subscription...

If your activation/promo code entitles you to a discount on your subscription, then you will still need to enter payment information to cover the remaining cost of your subscription.

If your activation/promo code entitles you to a free subscription/free access, then you should not be required to enter payment information. If you are being asked to, please complete the 'contact form' and select 'registration/subscription issues' from the select box.

I don't know where to redeem my code...

If you are new to AVTV then you should go to our 'Login/Register' page and complete the instructions that appear on screen. This page will take you through a multi-step process. Just prior to being asked to select a subscription product, you will be given the opportunity to enter a promo/activation code. You should enter your code here. If your code is linked to specific subscription products, then your choice of subscription products is then filtered based on your code.

If you already have a login but no current active subscription, navigate to the 'My Account' area, and then follow the instructions outlined in order to buy a subscription.

I have an existing subscription, how do I redeem my code?

If you already have an active subscription with AVTV (perhaps your AVTV annual subscription is coming to an end and we've issued you with a new activation code for the next season), then you should go to 'My Account', scroll to 'My Subscriptions', and follow the process to create a new subscription. You will be guided through the process, and offered the opportunity to enter an activation code just prior to selecting your subscription package. Once complete, the subscription which is coming to an end, will seamlessly roll into the new subscription you have just created.

The page won't accept my code...

If the website is giving you a response stating that your promo/activation code is invalid, then first, please check that the code was entered correctly. If the code still does not work, then please use the 'Contact Us' form, selecting the 'Registration/Subscription Issues' option in order for this issue to be escalated. Within the 'comment' field, please let us know the details of the issue you're experiencing, and the activation/promo code you're having trouble with. Also, please give your name, the offer you are trying to redeem, the email address that you are using for this, and your current AVTV status (e.g. new/existing subscriber etc).

I'm having an issue with my promo/activation code - but the issue is not listed above...

If your problem is not resolved by one of the above solutions, then please use the 'Contact Us' form, selecting the 'Registration/Subscription Issues' option in order for this issue to be escalated. Within the 'comment' field, please let us know the details of the issue you're experiencing, and the activation/promo code you're having trouble with. Also, please give your name, the offer you are trying to redeem, the email address that you are using for this, and your current AVTV status (e.g. new/existing subscriber etc).

What will appear on my credit or debit card statement?

The payment on your card statement will appear as AVTV Subscription.

Are my personal details secure?

Please be assured that we take the security of our users very seriously. Please refer to the Privacy Policy for more details.

Technical issues with the video player

What do I need on my PC_Mac_mobile device in order to view AVTV content?

AVTV is accessible on almost every modern browser on almost every modern connected device. If you have a desktop computer, tablet or mobile device, which is built on a reasonable specification and is less than 3 years old, you should have no problem accessing AVTV content.

You will need a strong, stable broadband Internet connection for the best experience. Such a connection should be a minimum of 1mbps. A mobile 3G or LTE Internet connection may be too weak or too variable to give a good service.

You will need a computer, tablet or mobile smartphone device (such as an iPhone or Android smartphone), and it should be running a recent compatible web browser such as Chrome, Internet Explorer, Mozilla Firefox, Safari etc.

In terms of minimum Windows requirements, it is recommended that you use a Pentium 4 2.4GHz or higher or equivalent AMD processor with a minimum of 1GB of memory, running Windows 7 or later (although higher specification computers running Windows XP SP2 or greater, or Windows Vista, should work).

We recommend upgrading to the latest version for optimum viewing experiences.

In terms of minimum Mac requirements, it is recommended that you use Mac OSX 10.5.6 or later, with a minimum memory of 1GB, with a 1.5GHz processor.

For an optimal experience, your browser should be at least as recent as any of the following:

  • 64-bit Microsoft Internet Explorer 10 or later: windows.microsoft.com
  • Firefox 33.0.1 or later: www.mozilla.com
  • Adobe Flash Player 15.0 or later: www.adobe.com
  • Chrome 35 or later: www.google.com

What mobile devices are supported?

AVTV is available on most iOS devices including the iPhone and iPad (iOS version 7 upwards). Content is viewed through a mobile browser using the native player. We recommend the latest version of Safari for an optimal experience.

Android devices can read videos as long as the operating system is at least the Android 4.1 Jelly Bean operating system. Devices with newer operating systems will be unable to play Flash content, but will instead utilise an HTML5 video experience.

AVTV content may not be accessible on older Blackberry devices.

Why am I unable to play video?

Providing you have a valid AVTV subscription, video content should be available to you. If it appears it is not, please first of all make sure that you have Javascript enabled on your browser. Please refer to your web browser's documentation on how to enable it.

For mobile device issues, please refer to 'What mobile devices are supported?' FAQ.

Does AVTV work on GPRS, 3G, 4G, LTE and other mobile connections?

We cannot guarantee the quality of the streaming video content when connected via GPRS, 3G or LTE. 4G will provide a great viewing experience, but may incur data costs from your network.

We recommend streaming over a WIFI connection for an optimal viewing experience.

Why is the video buffering or regularly freezing?

If your video stream is buffering or regularly freezing, you may need to check your connection. Try to stop all current downloads, videos you are watching or torrents and visit http://www.speedtest.net in order to test your download speed. Results should show a minimum of 1Mbps to efficiently process streamed content along with usual browsing activities.

Whilst the video player makes use of adaptive bitrates (meaning the player detects how strong your connection is, and serves you the best version of the video), you may wish to manually override the stream setting using the flavour selector in the control bar, and select the lowest bit rate available.

My live video/audio stream regularly stops and buffers mid-stream - what is the issue?

If your video stream is buffering or regularly freezing, you may need to check your connection. Try to stop all current downloads, videos you are watching or torrents and visit http://www.speedtest.net in order to test your download speed. Results should show a minimum of 250kbps to efficiently process streamed content along with usual browsing activities.

Why am I receiving a 'media not found' message when watching/listening to a live stream?

Are the team currently playing? The AVTV live commentary may only be live during the match. If AVTV is playing and you are receiving this message, please use the 'Contact Us' form available onsite, selecting the 'Audio/Video Player Issues' option from the Subject field (this will ensure that your enquiry is correctly routed to the team best placed to help you). Complete the rest of the form, and give as much information as possible within the 'Message' field, to help us diagnose and fix the issue. Including the name of the specific piece of content you're having trouble accessing, would be useful.

Why cannot I access the live stream on my device?

First of all, please make sure you are connected to a fast enough mobile network (3G, 4G or WIFI). Visit http://www.speedtest.net to test your connection. If you believe you have adequate bandwidth, utilise Safari as your browser of choice on iOS, and Google Chrome on Android devices.

For optimal experience on Android, utilise a 3rd party programme such as VLC player to play the stream. If you are still having issues, please use the 'Contact Us' form available onsite, selecting the 'Audio/Video Player Issues' option from the Subject field (this will ensure that your enquiry is correctly routed to the team best placed to help you). Complete the rest of the form, and give as much information as possible within the 'Message' field, to help us diagnose and fix the issue. Including the name of the specific piece of content you're having trouble accessing and the device you're using, would be useful.

Why is the commentary I'm hearing not Aston Villa commentary?

If you're tuned into AVTV to listen/watch a live stream, yet the commentary is not that of Aston Villa's commentary, please use the 'Contact Us' form available onsite, selecting the 'Audio/Video Player Issues' option from the Subject field (this will ensure that your enquiry is correctly routed to the team best placed to help you). Complete the rest of the form, and give as much information as possible within the 'Message' field, to help us diagnose and fix the issue.

Can I download/embed AVTV content?

The AVTV service does not allow for downloads or embedding of content onto 3rd party websites.

Can I use AVTV on my games console (Xbox, PS) or Smart TV?

AVTV does not currently offer a service to deliver AVTV to Apps on games consoles or Smart TV. If using the Internet browser on these devices, you should still be able to view the AVTV website and AVTV footage.

Other

My question has not been answered by these FAQs, what should I do?

If your question/issue has not been answered by these FAQs, please get in touch via the following details:

  • If you have an issue with login/registration, please complete the 'Contact Us' form available on this site, selecting 'Registration/Subscription Issues' from the 'Subject' field. This will ensure that your enquiry is routed to the team best placed to deal with your enquiry, in the quickest possible time. Please note that we will endeavour to get back to you and resolve any issues you have, as quickly as possible, within the hours of 9am - 5pm Monday to Friday.
  • If you have an issue with activation of subscription (via activation code), please complete the 'Contact Us' form available on this site, selecting 'Registration/Subscription Issues' from the 'Subject' field. This will ensure that your enquiry is routed to the team best placed to deal with your enquiry, in the quickest possible time. Please note that we will endeavour to get back to you and resolve any issues you have within the hours of 9am - 5pm Monday to Friday.
  • If you have an issue with payment/purchasing a subscription, please complete the 'Contact Us' form available on this site, selecting 'Registration/Subscription Issues' from the 'Subject' field. This will ensure that your enquiry is routed to the team best placed to deal with your enquiry, in the quickest possible time. Please note that we will endeavour to get back to you and resolve any issues you have within the hours of 9am - 5pm Monday to Friday.
  • If you have an issue with billing, please complete the 'Contact Us' form available on this site, selecting 'Billing Issues' from the 'Subject' field. This will ensure that your enquiry is routed to the team best placed to deal with your enquiry, in the quickest possible time. Please note that we will endeavour to get back to you and resolve any issues you have within the hours of 9am - 5pm Monday to Friday.
  • If you have issues with the video player (ie., video/audio streams are not working), please complete the 'Contact Us' form available on this site, selecting 'Audio/Video Player Issues' from the 'Subject' field. This will ensure that your enquiry is routed to the team best placed to deal with your enquiry, in the quickest possible time. Please note that we are on-hand and will endeavour to get back to you and resolve any video player/audio issues you have within the hours of 8am - 10pm, 364 days of the year (excluding Christmas Day).