Frequently Asked Questions
Ten Membership Issues
Catch Up Video Queries
Network Ten Links
TEN MEMBERSHIP ISSUES
How do I sign up?
Sign up on the Ten site by hitting the ‘sign up’ button in the top left-hand corner of the Ten.com.au browser.
Why can't I sign in?
Double-check your username and password. Ensure you’ve clicked the activate link you were emailed when signed up.
I've forgotten/lost my password!
On the ‘Sign-In’ page, you will see in blue “Reset my password”. Click on this link enter your email address or username and we will send your password to that email address. Check your inbox to find this email.
Why doesn’t my activation password work?
We recommending copying and pasting the password from your email.
How do I change my password?
First you need to sign in. Go to the Change Password page and type in your old and new password. Please ensure that your password has at least 7 characters that must contain one number and one letter.
Why do I need to become a member?
You need to become a member in order to sign-up to our newsletters, and enter our awesome competitions .
How do I change the email address associated with my Ten account?
Please email email@example.com with what your current details are and what you’d like them changed to. Please ensure you include details you signed up with so we can confirm your details:
How do I change my personal details attached to my account?
Not all details can be changed with your account, because we use these as unique identifiers so we know that you’re you.
The details which you cannot change are xxxxxxx.
The details which you can update are xxxx
You can change your member profile anytime in your ‘personal profile’ settings. To do this, simply login. Once logged-in, click on “My Profile” located at the top left of the page. Here you can change your details including email address. You can also amend your subscriptions, favourites and password via the tabs along the top of the page.
How do I manage my Newsletters?
You can update all of your newsletter subscriptions via your ‘personal profile’ settings (as per the above) or unsubscribe to an individual newsletter at the time of its receipt via the Unsubscribe link at the bottom of the email.
How do I deactivate my Ten account?
Please email firstname.lastname@example.org with what your current details are and that you’d like to deactivate you account. Please ensure you include details you signed up with so we can confirm your details:
Why do I need to accept the terms and conditions?
This is a legal requirement to ensure we agree on the conditions by which you access the site. If you don't agree, that's fine, but you can't become a member.
What's the go with the sms/emails?
Occasionally, TEN will send out sms/email messages regarding competitions and special offers. If you have chosen to receive 3rd party emails (‘partner’ emails), these emails may not necessarily come from Ten, but come from our partners, or companies with whom we have commercial arrangements. You can ask not to receive these, however it's free and stuff that we think you'll really enjoy. Do this by changing your “Subscriptions” in your account information.
What is my personal information used for?
Your personal information is kept secure and is used only for the use on the Ten website such as entering competitions which you enter. We abide by the National Privacy Principles.
When I register, it says my username, email or phone number has already been used.
The username you are entering has already been taken. If you have signed up previously, we will have recorded your email and birthdate as a unique identifier so we know what you are you. If you have forgotten your password, please see the reset password question. Otherwise, please contact us at email@example.com with what your current details are and that you’d like to either deactivate your account, have your email updated and your password reset. Please ensure you include details you signed up with so we can confirm your details:
What's on TV tonight?
Oh, ask us a tricky one! Here's our TV Guide. It's updated every day: http://tv-guide.ten.com.au/
Why can't I watch all my favourite shows on TEN.com.au?
Due to our contracts with show providers, we can’t put some of our shows online unfortunately. We're doing our best to get more shows of our favourites on Catch Up though and we'll let you know if/when that happens! For the meantime, you can check out the shows we have available for you to watch online here: http://ten.com.au/watch-tv-episodes-online.htm
Can I buy my favourite show on TEN from you?
We've got heaps of DVDs for sale in our TEN online store: http://networkten.com.au/shop/index.asp
We're adding new stuff all the time, so check back to see if we've got any more of your favourites.
How do I set a program reminder?
You need to be logged in and have either a mobile number or email address in your account, so that we know where to send the reminder. If that's the case, you just press "set reminder", select your options and Click OK. You'll never miss your favourite show again!
How long are the catch-up TV shows online for?
This really depends on the show and the rights agreements we have to play it online. This can range between 7 and 30 days. On average, this show will be accessible for 30 days for shows which are being broadcast for the first time on Ten, Eleven or One.
Please note that not all of our shows are available to watch on mobile devices including iPhone or iPads – they have a separate rights agreement. To see our full selection of online catch up, it’s best to view our site using a computer.
Why aren't some shows advertised on Facebook on in my area?
Some shows on Ten don't appear as advertised on our Facebook or Twitter accounts. This is due to our channel being broadcast across Australia by many different companies affiliated with Ten. You can find out who your local distributor is here: http://en.wikipedia.org/wiki/Television_broadcasting_in_Australia#Commercial_television They are the best people to contact regarding feedback of shows in your area.
I want to work at Network TEN, where do I start looking?
That’s great news. We recommend you visit our careers page and look at what’s available. Fingers crossed we will see you around the building soon.
What song is on your ad for my favourite show?
The team who make our show promos definitely have an ear for a catchy tune! However, most of the music in our ads is just for use in commercials – it isn't available to buy. Sorry! However, if you're wanting to listen to it online, a lot of our music is from here: http://bit.ly/eSWAMj
How do I contact Ten?
At the moment, we recommend you use the "Contact Us" at the bottom of our Homepage. Alternatively, you can email us at firstname.lastname@example.org for any website related questions.
I want to know what’s happening with something on ELEVEN or ONE.
It’s best if you lodge queries or comments directly with the Eleven or One team. They can be contacted via these Facebook Pages:
How do I know what your official Facebook Pages are for a show?
Many of our shows have official Facebook Pages run by Ten. We will have a link to these from our website on the show page. We also list them in our “Favourite Pages” on our official Facebook Pages.
My TV signal keeps cutting out, what do I need to do?
This maybe caused by a number of factors including weather, antenna location, type of antenna, your digital settop box connection or even the strength of the signal and your location to that signal. First we recommend you turn both you TV and settop box off for 30seconds, then turn them back on. If this doesn’t correct your issue, we recommend you contact a television technician.
I'm having trouble with reception!
If you're in Sydney, we'd suggest giving your local Ten or Eleven Office a call during business hours, who should be able to direct you to a technician who can troubleshoot the issue with you. Here's the contact details for your local office: http://ten.com.au/contact-us.htm If you're in a regional area, please see the following question - we have many distributors of Ten across Australia.
Why has my favourite show changed the time it is aired?
As the digital media team, we don’t control when shows are on air, that's up to the programming department! Unfortunately, we’re not able to answer all your questions regarding why shows sometimes change timeslots. We’ve got a bit more info about the Digital Media Team and TEN here: http://on.fb.me/whoischannelTEN.
Can you please cancel this show I don’t like?
We love our shows on TEN, but know that people all over Australia have different tastes. If you’re not into a show, don’t watch it. We’ve got heaps of shows on Ten.com.au should you want to watch one of your favourite shows online instead.
You should play my favourite show!
We love hearing what shows you’d love to see - unfortunately we can't play them all! We do our best to forward your suggestions to programming who decide which rad shows to put on TEN though.
Can you play my favourite show from another channel?
There are some sweet shows from other channels which we’d love to play on our channel however, when another channel airs a show it’s because they’ve bought the rights to play that show. It's unlikely that we’ll be able to air a show that’s either on another channel, or just finished on another channel, anytime soon. Sorry!
What is happening with my favourite show?
The TEN Facebook Team have an idea of what's happening with your favourite TV shows about two weeks in the future, but we can't predict too far ahead. When we do find out about new shows coming up, we'll do an announcement about it! In the meantime, you can see the TV Guide on the TEN site which will tell you what's coming up in the next week.
Can you change the time of this show?
We cater for a lot of people in Australia! We do our best to put shows in the best timeslot for you to catch it. However, many of our new shows are available online to catch up.
Is there an encore of my favourite show?
Check the TV Guide – several of our favourite shows are screened a second time on one of our sister channels like Eleven and One. Otherwise, many of our favourite shows are on Catch Up online.
How do I find something from the news?
We often put our news on the Ten Website here: http://ten.com.au/news.htm or on our official YouTube channel: http://www.youtube.com/ten
I’ve got feedback about one of the shows on the News.
It’s best if you lodge queries or comments directly with the News team in your local area. The contact details for these include:
Channel Ten News: @channeltennews
TEN News in Melbourne: @tennewsmelb / facebook.com/tennewsmelb
TEN News in Sydney: @tennewssyd / facebook.com/tennewssydney
TEN News in Queensland: @tennewsqld / facebook.com/tennewsqueensland
TEN News in Adelaide: facebook.com/tenadelaide
Meet The Press: @Meetthepress10 / facebook.com/meetthepressau
Did I win this competition?
When you enter a competition, the Terms and Conditions will outline when the winners are drawn and how they are contacted. You can also find recent winners names here: http://ten.com.au/competitions-winners.htm
I can’t access this competition on Facebook!
Most competitions on Facebook need to be loaded on a computer, not a mobile device, in order to work. If you’re having issues, consider using a different browser and letting the page fully load. If you’re still having issues, please email us at email@example.com. Please outline what competition you’re trying to enter, what page it is on and what browser you are using and we can look into the issue for you.
CATCH UP VIDEO QUERIES
Video Troubleshooting Guide
There are some common issues with viewing videos on the TEN site. Please see steps below to resolve possible issues with viewing videos on the TEN site. Please keep in mind that the many of our videos are only online for 30 days after they have first been broadcast on TEN. We also do not have the rights to play the full selection of our shows on mobile devices such as iPads or phones, so it's best to use a web browser to see the full list of our shows.
Some common problems with playing videos include:
• Do you have the latest Flash Player installed?
• Try opening the website on a different browser eg. Mozilla Firefox, Chrome, IE 7 or 8 etc.
• Refresh the cached version by either pressing Ctrl and F5 at the same time or going into the browser's settings and opting to delete the cache then closing the browser and trying to load the page again.
• We also have a short ad running before our video, make sure you don't have a strong ad blocker on the page otherwise you won't be able to watch the content until the blocker has been released.
• All our videos are geoblocked so unfortunately you cannot view TEN video outside of Australia.
Pease confirm you've tested these, in case something has changed between any previous times you've watched videos on our site.
Does the show you're after not appear in the video menu?
For many of our videos to work, this relies on knowing where you are in Australia so we can serve the correct video to your timezone. Some Internet Service Providers (ISPs) have not listed the location of your computer as part of your IP address. If your IP does not list a state, we may have trouble serving all of our videos to you.
To see if this could be an issue for you, you can see if your IP address lists your state. The steps are:
1) look up your IP address using the following address: http://www.whatsmyip.org/
2) enter your IP address into this IP address lookup. If there is no state listed in the results, we may have trouble serving you videos: http://www.maxmind.com/app/locate_demo_ip
This issue is with certain ISP, or for those using wireless internet dongles.
You may find turning your router off and on again may resolve this.
You can phone your ISP and mention that you are having trouble viewing videos on our site because the IP address does not have a state listed. They may be able to rectify this issue.
Still having issues?
However, if you're still experiencing issues after this, please email us at forums @ networkten.com.au with the following so we can liaise closer with our Tech team.
- Detailed description of the issue experienced
- What your internet browser is (eg. Internet Explorer 9)
- Your IP Address (this can be found by opening a browser and navigating to http://whatismyip.com/)
- Complete URL you are trying to access
- Which company is your Internet Service Provider (eg. Optus)
- Screenshots of the problem sent in via email (If you've not taken a screenshot before, this article has instructions:
- Time of occurrence