ELEVEN SPORTS UK – FAQs

Our website via ELEVEN’s streaming platform > elevensports.uk
Our iOS mobile & tablet apps (available from the Apple Store – just search Eleven Sports UK)
Our Android mobile & tablet apps (available from the Google Play Store – just search Eleven Sports UK)

You can also watch Eleven Sports on TV!

You can do this via Eleven Sports apps for Android TV and Amazon Fire TV Stick. You can also cast to your TV through Google Chromecast.

The Eleven Sports apps for Android TV and Amazon Fire TV stick can be simply downloaded from the Google Play and Amazon app stores.

The state-of-the-art user interface for each app is optimised specifically for TV and the action will be available in full HD.

HOW DO I SET UP ELEVEN ON MY TV USING GOOGLE CHROMECAST?

CAN I USE A HDMI CABLE TO CONNECT MY LAPTOP TO MY TV?

You can do this, although this isn’t our recommended viewing experience as the screen quality may be diminished.

HOW DO I FIND OUT WHAT’S ON?

Register to ELEVEN SPORTS here for free to ensure that you are the first to hear news regarding what’s coming up on ELEVEN.

WILL I BE ABLE TO WATCH EVERY MATCH OF MY TEAM?

We can’t guarantee that every match for your team will be shown live. However, if your team is not selected for live footage, highlights will be available via our on demand service.

IF A MATCH IS NOT SHOWN LIVE, WILL I BE ABLE TO WATCH HIGHLIGHTS?

Of course! Our website and apps are full of video content including goals and highlights.

CAN I PAUSE / REWIND LIVE CONTENT?

Yep, you certainly can.

CAN I RECORD LIVE CONTENT?

You can’t record but matches that are shown live will be on demand – in full – for at least 48 hours after the match. You can access these matches by clicking on Football, selecting your league of choice under ‘Football’, and going to Replays.

WILL THE STREAM JUST KEEP BUFFERING?

The ELEVEN SPORTS platform will feature adaptive playback which dynamically adjusts the quality of the video stream you receive based on the speed of your connection. Clever, huh?

If your connection speed fluctuates (many factors can contribute to this such as network congestion during peak times and other devices sharing your connection), ELEVEN SPORTS detects this and lowers the quality of the video stream to ensure you can continue viewing the content without interruption.

WILL THERE BE A DELAY ON THE LIVE STREAM?

As with all online streaming, there will be a short delay on our live output. There are many factors that affect the delay and while this is normal for the time being, innovation in online streaming is continuing to reduce the delay.

CAN I ACCESS CONTENT FROM OTHER ELEVEN SPORTS COUNTRIES?

The content available in each country varies in accordance with the broadcast rights we hold there, and you will only be able to use ELEVEN SPORTS in the country where you have purchased your subscription.

So that means, if you subscribe to ELEVEN SPORTS UK & Ireland, you can’t watch what is on ELEVEN SPORTS Belgium or Poland for example. Sorry!

CAN I WATCH ELEVEN SPORTS UK CONTENT OUTSIDE THE UK?

We do enable portability around the EU. This means that if you’re based in the UK and purchase ELEVEN SPORTS UK, you can watch that content within the EU. Football will always be a fingertip away, even if you’re on holiday!

HOW MUCH DOES ELEVEN SPORTS COST?

Pass Type	Price (UK)	Price (Ire)
ELEVEN SPORTS Monthly Pass	£4.99 per month	€5.99 per month

One thing we can promise you is that when you subscribe to ELEVEN SPORTS, you are only buying sports content. We won’t try and sell you Broadband or a mobile phone contract; we’re all about the sport and sport only.

CAN I WATCH ON DIFFERENT DEVICES AT THE SAME TIME?

Your ELEVEN SPORTS pass allows you to watch content on one device at a time.

IS THERE ‘VIDEO-ON-DEMAND’ AVAILABLE?

Our website and apps will be full of video content including goals and highlights.

HOW DO I CANCEL MY SUBSCRIPTION VIA THE WEBSITE?

Although we don’t want to see you leave, you can cancel your subscription whenever you want.

Head to your Account (top right of the home page). Then expand the ‘Subscription’ box. There will then be a red box enabling you to unsubscribe.

HOW DO I CANCEL MY SUBSCRIPTION VIA THE APPLE APP?

To cancel your Eleven Sports subscription at any time on an Apple device follow these instructions https://support.apple.com/en-us/HT202039

HOW DO I CANCEL MY SUBSCRIPTION VIA THE ANDROID APP?

To cancel your Eleven Sports subscription at any time on a Google or Android device, follow these instructions https://support.google.com/googleplay/answer/7018481?co=GENIE.Platform%3DAndroid&hl=en

HOW DO I CANCEL MY SUBSCRIPTION VIA AMAZON?

If you signed up through the Amazon Fire Stick you can cancel your Eleven Sports subscription at any time following these instructions https://www.amazon.com/gp/help/customer/display.html?nodeId=202011260

IT SAYS MY EMAIL ADDRESS IS INVALID

This may sound silly, but please double check the spelling. Also, if you’re copy and pasting your email address, please ensure there isn’t a space at the beginning or end. This will come up as a character and therefore cause issues.

If you’re still having problems, please contact our technical team on info@elevensports.uk and a member of the team in the UK will get back to you as soon as possible.

I CAN’T REMEMBER THE EMAIL ADDRESS I USED TO SIGN UP

Please email technical support team on info@elevensports.uk and someone from the team here in the UK will get back to you as soon as possible.

I CAN’T REMEMBER MY PASSWORD

It happens to the best of us. You can reset your password at the login page.

WHY IS MY ACCOUNT LOCKED?

This happens after five failed attempts at logging in. Please contact customer support on info@elevensports.uk who can help you.

ANY OTHER QUESTIONS…

If you have any other questions, email us on info@elevensports.uk and someone from the team here in the UK will get back to you as soon as possible.

If you’re logged in, we also have a Live Chat function in the bottom right hand corner where someone from the team can help almost instantly.

WATCH TOGETHER

WHAT CAN I WATCH USING WATCH TOGETHER?

If it’s live on Eleven Sports, you can use Watch Together. Keep an eye on our schedules to see if anything takes your pick. However, Watch Together is not compatible with content on demand.

HOW DO I SET UP A ROOM?

Login to your ELEVEN SPORTS account
Click on the ‘Watch Together’ tab at the top of the page
Click on ‘Create Room’
Give your room a name
Invite your friends and family who also have an ELEVEN SPORTS account

HOW DO I INVITE SOMEONE TO A ROOM?

When creating a room, you will be presented with a link that can be copied and shared with friends and family. If you miss this link, you can also access it by clicking on any empty camera windows when you’re in the room itself.

Just send them the code via any medium including text, WhatsApp, email or on social media and they can gain access!

When you’re looking for the link to share access with friends, don’t just copy and paste the URL in your browser; this will not work for new users who do not currently have valid access to your room.

HOW MANY PEOPLE CAN I INVITE TO A ROOM?

You can have a maximum of 5 people in each room, which includes the person that set the room up.

WHAT DEVICES CAN I USE WATCH TOGETHER ON?

You can ONLY use Watch Together on the browsers Google Chrome and Firefox on your laptop / PC.

Once other web browsers or iOS / Android devices implement the required features, your Watch Together experience will be compatible with them. We do not know when this will happen, but we will keep you posted with any news when it’s available.

WHY CAN I NOT USE WATCH TOGETHER ON A WEB BROWSER ON MY IOS OR ANDROID DEVICE?

Even though you may have installed Chrome or Firefox browsers on your Apple device, those browsers are built on top of Safari, which has the same limitations as on any desktop.

MY STREAM KEEPS JUMPING / HAS A DELAY

With Watch Together rooms, we synchronise all users to the same moment in the stream – so when a goal goes in, it’s at the same time for everyone. If you are experiencing a frequent jump in the stream it may be because your Wi-Fi connection and/or device is struggling to keep pace with the other participants. You will therefore be jumped to where your friends are in the stream to ensure you are watching at the same time.

We recommend shutting down other programs and making sure your device has been restarted recently to optimise performance.

Also, to ensure that everyone is watching the same moment at the same time, we put a small delay in the stream that enables us to synchronise all users. We are working on improvements to reduce this delay.

THE VIDEO QUALITY IS NOT VERY GOOD

Try shutting down all other programs. Watch Together takes slightly more computing power than when you’re just watching on your own.

For optimal performance, we recommend that your laptop/device has been restarted recently.

I AM BASED OUTSIDE THE UK & IRELAND; CAN I USE WATCH TOGETHER ABROAD?

If you have purchased ELEVEN SPORTS whilst in the UK and Ireland, you will be able to access Watch Together anywhere within the EU. However, if you’re outside the UK and want to purchase ELEVEN SPORTS to access Watch Together, you won’t be able to.

MY FRIEND IS ON HOLIDAY IN THE EU, CAN THEY LOGIN AND USE WATCH TOGETHER?

Yes. If they have purchased a pass to ELEVEN while they were in the UK, you can watch with them.

I CANNOT JOIN THE ROOM I HAVE BEEN INVITED TO. IT SAYS I DO NOT HAVE ACCESS.

Here are three things you should check:

Ensure you are logged in to your own ELEVEN SPORTS account
Make sure you have enabled your webcam
Check that your firewall/network connection is not blocking the connection (this is most likely to occur on corporate internet networks).

If you are still struggling, please message our team via the live chat on the website or email info@elevensports.uk

I CAN HEAR THE SOUND FROM ANOTHER USER’S COMPUTER

We recommend all users wear headphones to get the best audio quality.

If you cannot use headphones, we recommend reducing the volume of your audio or muting it entirely to optimise the experience for everyone in the room.

ANOTHER USER’S CAMERA IS FROZEN

Someone’s connection to the room has been frozen or been interrupted. This can usually be resolved by the interrupted user refreshing their screen. If the problem continues to reoccur, it is likely that the user is connecting from a restricted network that may be causing their connection to you to drop.

I CANNOT HEAR ANOTHER USER CLEARLY OR OTHER USERS CANNOT HEAR ME

Some devices automatically adjust your microphone input volume based on a variety of factors. This can usually be solved by accessing the properties for your audio input device and turning the setting up.

A user may mute themselves so that nobody can hear them, or you can mute them yourself. If a user mutes themselves, the microphone icon on their camera will turn yellow with a line through it. If you mute them, the microphone icon will turn red with a line through.

WHY CAN I NOT USE CHROMECAST FOR WATCH TOGETHER ROOMS?

Chromecast cannot cast multiple video streams at once. For the big screen experience, our current recommendation is to connect a laptop to your TV via a HDMI cable. When doing this, set your TV as the primary screen or an extended screen. Do not use the screen mirroring setting as this will affect the video performance.

CAN MORE THAN ONE PERSON USE MY ELEVEN SPORTS PASS?

Afraid not. Friends and Family invited to your room must all have their own subscription to ELEVEN SPORTS.

HOW CAN YOU ENSURE IT IS SAFE

All Users must be aged 18 or over to use the Watch Together function

Terms and conditions state that:

Users must not ask for, or share, any personal information
Users may not publish or post other people’s private information
Users must not stream, restream, transmit or otherwise enable onwards distribution of a Room in any way;
It is each User’s responsibility to ensure that everyone appearing via their webcam consents to their inclusion in the Room
Eleven Sports encourages healthy banter and discussion in the Room but it does not tolerate or allow abusive or hateful behaviour;
If Users experience any abusive or otherwise unwanted behaviour in a Room Eleven Sports recommends that the User leaves the Room;
Users can also report abusive behaviour by following the “Report Abuse” link in the room