Canada West TV Support | FAQ

To order an online Subscription or Pay-per-View (PPV) service you need to first create an Account and then enter payment information. Upon selecting a Package you will be asked to create an Account. Note that creating an Account does not require any payment details. Once you select a package, you will be required to enter in payment information. Please review your order carefully before completing your purchase. You will receive an email confirmation of your transaction.

IMPORTANT: Before purchasing services, users are advised to view the Canada West TV System Test Stream. If you cannot see the demonstration stream playing, your device is not supported.

How do I create an Account?
Select the Login from the main menu. You will be requested to create a username and password. You are not charged for creating an Account, but one is required in order to purchase individual games or packages. Please note that passwords are encrypted. If you forget your password, use the "Forgot Account Details" function on the login page. Passwords cannot be reset by technical support staff.
What types of transactions are supported?
Online payments can made by Visa, MasterCard or American Express. Any other cards will result in a failed transaction.
Why is my card being declined?
Your card may be declined for a number of reasons. When our payment processor submits a charge to your bank, your bank will typically have automated systems that determine whether or not to accept the charge. These systems take various signals into account, such as the cardholder's spending habits, account balance, and card information like the expiration date and CVV/CVC security number.

Some declines are self-explanatory, such as incorrect information being submitted or insufficient funds. The most frequent reply we get from banks (and the most frustrating for consumers) relates to possible fraud. Since fraud detection signals are constantly changing, a previously successful card might be declined in the future. Even if all of the card information is correct, and the cardholder previously had a successful payment, a future charge may still be declined by a bank’s overzealous fraud system.

If all of your card information seems correct, it is best to contact you bank directly and ask for more information. For privacy and security, banks and card issuers can only discuss the specifics of a declined payment with their cardholders – they cannot discuss this with the merchant.

If your card is declined, the easiest way to proceed with a purchase is to try another credit card.
How will I be charged?
As soon as you complete an order your credit card will be debited. The total will match your exact online charges and you will be emailed a receipt. For further information, see our Terms & Conditions. For a PPV single event or package you will incur a one time charge. Transactions will appear on your statement as being provided by "CANADA WEST YARE TV"
What devices can I watch the service on?
The service is designed and supported for viewing on PC, Android phones and tablets, and iOS phones and tablets. For those with a Google ChromeCast device, you can cast to your big screen as well. For those with AppleTV / AirPlay, you can also cast to your big screen.
How do I get a refund?
You are responsible to test your system to ensure that you have adequate bandwidth and processing power on your device to view the content. Refunds are only granted under extenuating circumstances, at the sole discretion of Yare. Refunds are not granted as a result of end user connectivity and computer issues. In the event that a competition or event is cancelled or the stream becomes unavailable form the source, refunds will be granted. Please see our Terms & Conditions. Questions regarding refunds can be emailed to canadawest.support@yaretv.com.
Who do I contact for billing questions?
Billing questions can be directed to canadawest.support@yaretv.com. Please note the service you are subscribing to in the Subject line.
There is no audio, what do I do?
The most common cause of audio disruption or degradation is a result of production limitations at the venue. Execute the obvious checks on your device, such as checking volumes and ensuring headsets are not plugged in. If you can hear light ambient sound, it is quite possible that the event is being streamed without play-by-play.
The video is breaking up, what gives?
The most common cause of video disruption or degradation is a result of under powered encoding hardware at the venue. Video for the 2017-2018 season is being encoded at a rate of 3.5Mbps (compared with 1.8-2Mbps in previous years.) This increase in video quality requires more powerful computers and additional bandwidth. Some of the encoding equipment currently being used by some schools does not have the requisite power to reliably push out the new, higher quality signal.

This will be addressed throughout the season as these schools upgrade their encoding and production equipment.
Why do some schools and sports have multiple cameras, replays, commentators and great productions while others don’t?
The simplest answer it that some schools have bigger production budgets than others. And some sports are more popular than others in terms of fan and sponsor interest. Typically, CW football games have the highest production value. However, there are also soccer, volleyball, basketball and hockey games that are produced professionally.

It is expensive for schools to procure the computer and video equipment required to effectively stream – not to mention the costs for camerapersons, on-air play-by-pay and colour commentary. As the Canada West TV service grows in popularity, revenues generated from the service will be reinvested to enhance production value. This will create a more standardized viewing experience across all sports and schools.
How do you stream your content?
Our live internet video streams are delivered via adaptive streaming technologies. The stream constantly adapts automatically to deliver the best quality playback based on your available bandwidth and processing capabilities. We currently deliver video at bitrates ranging from 400kbps to 3,500kbps. Lower bitrates deliver to smaller screens such as mobile, while higher bitrates provide a great viewing experience on large screens – including connected TVs.
What kind of Internet connection do I need?
Our live internet video streams are delivered via adaptive streaming technologies. We currently deliver video at bitrates ranging from 400kbps to 3,500kbps. Most commercially available ADSL and cable connections should provide sufficient bandwidth for a quality viewing experience.

In order to view a video cast to a large screen TV, a minimum of 5Mbps download speed is recommended. Note that streaming via mobile cellular connections consumes a lot of bandwidth. It is recommended that you consume video content over wired or WIFI connections. Shared hotspots may not provide you with sufficient bandwidth to have a reliable streaming experience.
How do I get the video to my TV?
IThere are three ways to get Canada West content onto a large screen TV:
  1. In order to Chromecast, you need to have a Google Chromecast dongle connected to your TV. Once the Chromecast device is connected to your local home network, you will see a "casting" icon in the player. Press the icon and the video will be displayed on your connect TV. For further information on how to Chromecast visit https://www.google.com/chromecast/learn-tv/
  2. To use AirPlay, you will require an Apple TV device connect to your TV and local network. Once this is set up, you will see the option on your iOS device (iPhone, IPad or Mac) to Airplay. For further information visit https://support.apple.com/en-ca/HT204289
  3. If you do not have a wireless device that supports Chromecast or Airplay, you can use an HDMI (or similar connection) on your PC or laptop to display on a TV. For further information visit http://www.techadvisor.co.uk/how-to/laptop/how-connect-laptop-tv-3280787/
Are there geographic and/or blackout restrictions?

Currently there are no geographic or blackout restrictions for the Canada West TV service.