FAQs

– Device and Streaming related FAQs –

1. Why am I experiencing streaming issues with the World Cup Channel or on-demand content?

There are several possible reasons:

Incompatible devices and Operating Systems that are not updated or supported
Possible connectivity issues with your home broadband or your broadband service provider
Time difference between the clock on your computer and the actual time of the live video
Exceeded maximum number LIVE streams (2) allowed at any one time. Every subscriber can register and sign in to 5 compatible devices but can watch only 2 streams at any one time.
Device or app memory cache

Here are some helpful tips to ensure you have a good viewing experience:

(A) Compatible devices and operating systems that support World Cup content.

As the World Cup content requires special encryption, only a selected list of devices and operating systems are enabled to stream both live and on-demand content. Please refer to the table in Q2 for the complete list of devices and models.

For subscribers who wish to access World Cup content on their Smart TVs, they can only watch it on Samsung Smart TV Tizen models manufactured in 2016 and later. Please click here for the list of specific Tizen models.

Alternative ways to watch on a TV screen include connecting to Apple TV or Chromecast, or connecting your TV to an internet browser on a computer using an HDMI cable.

(B) Internet broadband connection and/or WiFi

To ensure optimal streaming, please reduce the number of devices that are concurrently using the same internet connection.
12Mbps of sustained internet broadband connection or a wired connection to Samsung Smart TV, 2016 and beyond on the Tizen platform / Apple TV is recommended for optimal streaming.
For Wifi connection, place your router in an open area (i.e. instead of inside a cabinet) to improve connectivity.
Moving your cordless phones or any other electronic equipment away from the Wifi router usually helps to reduce wireless interference.

(C) Time difference on your computer and the actual time of the live video

Streaming issues, e.g. black screen or freezing images, occur when the device clock and the actual time is not synchronised. For an optimal viewing experience, please synchronise your computer clock with the time on website http://time.is.

Here’s how to synchronise your computer clock:

Right click on your clock, on the bottom right of taskbar
Select “Adjust Date-Time”
Select “Related settings: Additional Date, Time & Regional Settings
Select “Change the Time Zone”
Click on “Internet Time”
Click “Change Settings”
Click on “Synchronise with an Internet time server”
Select server such as “time.nist.gov” or “sg.pool.ntp.org”
Click “Update now”

(D) Number of registered devices in your account

Toggle allows each user to watch up to 2 live streams on any of 5 compatible devices.

We recommend users to clear the device list entirely and sign in to the device again. To clear your device list, please sign in to your account at www.toggle.sg and go to “My Account”. Thereafter, sign out and into your account again to start streaming. .

(E) Cache or app memory

Device or app memory cache could be another reason why a black screen is seen on a compatible device with supported operating systems. To address caching issues, users can stop the Toggle app from running in the background through a few simple steps:

iOS Devices

Double click the Home button to bring up the fast app switcher
Navigate to the Toggle app screen
Swipe up to shut down the Toggle app
Do the same for other apps that are running in the background as well

Android Devices

Go to Settings > Applications > Toggle > Force Stop

Apple TV

Press the Home button on the remote to return to the Apple TV Home screen
Double press the Home button to invoke the app switcher
Highlight an app by swiping left and right on the remote's Touch surface
Swipe up on the touch surface to quit the selected app

Samsung Smart TV Tizen models (2016 and later)

Before the start of each streaming session, we recommend you power ON and OFF using the TV’s power plug to restart the TV
Powering ON and OFF using the remote control is not as effective in clearing the cache

Chromecast Device

Disconnect the Chromecast from the mobile app
Unplug the Chromecast from the USB port on the TV
Plug the Chromecast back to the USB port on the TV
Connect to the Chromecast to the mobile app again

If having performed the above and issues still persist, please uninstall & reinstall the Toggle app.

2. What are the compatible devices to view the 2018 FIFA World Cup Russia™ matches?

The live matches on the World Cup channels require special encryption that are only supported by certain devices and operating systems, which are listed in this table.

TV
Samsung SMART TV Only Samsung Smart TVs manufactured after 2016, on the Tizen platform. Please click here for the list of specific TV models.	Apple TV Gen 4 and above	Chromecast/Chromecast built-in TVs 1st generation Chromecast 2nd generation Chromecast Chromecast Ultra Google Cast

Smartphones and tablets
iOS We recommend downloading the Toggle app on iOS versions 9 and above.	Android We recommend downloading the Toggle app on Android versions 5.0 and above.

Laptops and desktop computers
Browsers Edge Chrome 23 and above Firefox 49 and above Safari on El Capitan and above

3. I don’t have a Samsung Tizen TV, what are the alternative ways to watch on my TV?

You can watch on TV by connecting to Apple TV or Chromecast, or connecting your TV to an internet browser on your computer using a HDMI cable.

4. Why am I encountering buffering issues when streaming the World Cup channels?

As Toggle uses internet technologies to deliver content, you may experience interruptions and buffering depending on the internet speed or network conditions. You may want to check your internet broadband connection or WIFI, and reduce the number of devices that are concurrently using the same internet connection.

To ensure good streaming experiences, we are recommending:

12Mbps of sustained internet broadband connection, or
Wired Ethernet connection to the Samsung Smart TV Tizen models 2016 and later /Apple TV

5. Why I am encountering latency issues when streaming World Cup Channel?

As Toggle uses internet technologies to deliver content over the Internet, there may be latency issues when compared with broadcast TV delivery.

6. I can’t watch the World Cup channel, but the other channels on Toggle are ok. Why is this so?

As the World Cup channels require special encryption, it is only available via compatible devices detailed in Q2.

7. Why am I unable to cast the World Cup channels via Chromecast? Why does the TV keep showing that it is loading?

This could be due to the number of devices that are currently registered to your account. Please remove all devices listed in your account by following the following steps;

Log out of your mobile devices / CTV app
Go to toggle.sg
Log in to the website
Go to “My account" followed by "Manage Devices"
Remove all the registered devices shown
Log in to mobile devices / CTV app and start streaming

– Match and Subscription related FAQs –

8. When is the 2018 FIFA World Cup Russia™ happening?

The 2018 FIFA World Cup Russia™ is scheduled to take place from 14 June to 15 July 2018.

9. Where can I watch the 2018 FIFA World Cup Russia™ on Mediacorp?

Mediacorp offers the best action, insights and stories of the 2018 FIFA World Cup Russia™ via Toggle and oktoSports:

2 dedicated World Cup channels showing all 64 ‘live’ matches and World Cup programming are available on Toggle with a Toggle 2018 FIFA World Cup Russia™ Pass subscription. All matches are also available on video-on-demand for viewers who have missed the live broadcast.
Nine key matches will be available for free to all on oktoSports and simulcast on Toggle – the opening, five group stage matches, two semi-finals, and the final.

10. How soon will the catch-up matches be made available on Toggle?

Catch-up of all 64 games will be uploaded on Toggle within 2 hours from the end of each match, and available for subscriber viewing for 30 days.

11. Is the World Cup content available for viewing outside of Singapore?

No, the World Cup live and on-demand content is NOT available for viewing outside of Singapore, including VPN connections.

12. Which matches are available free on oktoSports and simulcast on Toggle?

The opening, five group stage matches, two semi-finals, and the final are available for free.

Date

Start Time (SG Time)

Match

14/06/2018