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FAQ


GLWiZ is a web-based application that gives you access to your favorite channels through television or computer, and soon to come, mobile phones. You can enjoy your preferred channels from anywhere that has internet access! GLWiZ offers high quality international television without the hassle of installing and maintaining a satellite dish. Our service enables you to access your channels even if satellite or cable TV does not provide a signal in your particular location. Our entire signal is delivered through your internet connection whether you’re using a PC, laptop or Set Top Box.

You have two options when you subscribe to GLWiZ:
  1. Watch your favorite international channels through our web-based application on your computer.
  2. Watch your favorite international channels through our Set-Top Box (STB) on your television.
If you would prefer to watch our service from your desktop or laptop computer, then you can simply access our live TV online through our website, www.glwiz.com, absolutely FREE (128kbps)! ! For better quality, you can become a subscriber for either GL TV (international TV channels), GL Films (Movies, TV series and On Demand programming) or GL Plus (GL TV & GL Films) for a low monthly fee. If, on the other hand, you would rather watch our service on your television set, all you need to do is purchase our Set Top Box for a very nominal fee, and connect it to your TV and internet. In either case, you will be enjoying your favorite channels in no time.

General Questions
Question What is GLWiZ?
GLWiZ is an IPTV service that enables customers to watch their favorite international channels with high quality picture on existing computer or television without the need of installing any satellite dishes.
Question What is your contact information?
By phone: 1-866-236-2026 or 905-762-3570
By fax: 1-866-236-5884 or 905-709-1910
By e-mail: info@glwiz.com
By chat: www.glwiz.com
Question What do I need to have in order to use GLWIZ service?
  1. High-speed internet with minimum bandwidth speed of 2.0Mbps from our servers (you may test this on our home page)
  2. A "Router" only if you already have a computer that is connected to the internet or wish to set up your box wireless
  3. GLBox if you are looking to watch on your TV (all the necessary cables are sent with GLBox)
  4. A television or computer
Note: You do not need to have a computer or laptop to use the service with your television.
Question What content do you provide with GL Wiz subscription?
Channels:
  • All Channels broadcasted in Iran
  • Persian channels broadcasted in North America and Europe
  • AKATAA Channels (Afghan, Assyria, Tajik, Kurdish, and Armenian)
  • Internet TV Link Channels ** GLWiZ doesn’t guarantee quality or contents. These channels are broadcasted through links and may be changed/removed at any time.
Radio Stations:
  • Radio stations broadcasted in Iran, North America and Europe
Question What is VOD (Video On Demand)?
Video on Demand services allow viewers to watch their favorite movies and TV shows at a convenient time.

With VOD:
  1. Consumers don't need to worry about returning the DVD to the store on time to avoid paying late fees
  2. Watch programs and movies at your leisure
  3. Viewers are able to pause, resume, rewind, fast forward and restart the program anytime they want
  4. It allows for a wider range of content
Movies and Series (VOD):
  • Movies and Series (VOD)
  • Over 25 English Movies
  • Over 200 Farsi TV Series
Current TV Series (Iran):
  • Broadcasts the day after it’s aired in Iran
Question I live in an apartment. Can I use GLWiZ?
Absolutely! In the past, people living in condominiums or apartments were limited to cable, due to building restrictions, and the direction that the apartment is facing. These factors DO NOT affect our service in any way
GLWiZ does not carry any of the same restrictions as satellite television. You can watch our service anywhere there is a high speed internet connection, whether you are in a house, condo, urban or rural area, etc. If you have a high speed connection with a minimum speed of 2.0Mbps, you can use our service.
This is a new type of TV service that does not require physical cables or dishes to be installed outside your home. The setup is clean, simple, and available to everyone.
Question What is the Red & White form in my box? (Registration Form)?
This form is called the registration form which you have to fill out, sign and send back to us when you purchase the GLBox from a retail location. If you have purchased the GLBox from our website, you will not be required to send us the registration form since it has been completed during your online purchasing steps.
The purpose of completing this form is to verify all the information we have on your profile is correct and up to date, as well as obtaining your authorization for the credit card payment and monthly subscriptions. Your GLBox will be activated only when we have received this completed form.
You may also register your box on our website by going to Order Now then Register your GL Box. By doing this you will no longer need to send in the registration form.
Question How can I send in the registration form?
You can send the completed and signed form via:
  • Mail
  • Fax
  • Sending the form in PDF format through email
Question What are the available payment methods?
We accept Visa, Visa Debit, MasterCard, MasterCard Debit, check or money order.
Payments by check are ONLY accepted if you live in North America. Please be aware when sending checks, there is a week processing time from the day we receive the check but money orders will be processed same day we receive the check.
Also if you are a U.S. or Canadian resident you can mail or fax us a void check that we use to deduct the "monthly subscription fee" from your personal checking account (Void checks can only be used for subscription fees and a check or credit card must be used for initial charge of box).
Question Why do you only charge in US dollars?
We can only charge in one currency and due to the fact that we sell our boxes all over the world and have web customers from different countries, we have picked the most common currency which is the US dollar.
Question Is there any commitment or contract involved?
No, there is no commitment or contract involved. You only pay for the period of time you purchase.
Monthly subscriptions can be cancelled at any time prior to the next billing cycle.
Pre-paid subscriptions are non-refundable but once your pre-paid subscription expires, there is no requirement to renew.
Question How do I update my credit card information?
Please contact our customer service to make any changes to your account or you can update your Profile information online at www.glwiz.com.
Simply log into your account and click on the "My Profile" link.
Question Can I transfer my GLBox to someone else?
Yes. Please make sure that you update the account profile to the new owner information either through "GLWiZ My Profile" page or by calling the customer service at 1-866-236-2026.
This is especially important for monthly subscription users who have their credit card charged monthly on automatic recharge.
Question If I move, can I take the GLBox with me?
Yes. You can use your GLBox anywhere you are moving as long as you have access to a high-speed internet with minimum download speed of 2.0Mbps. Please make sure to update your address and phone number information.
Question Can I get GLWiZ programming on more than one television set in my house using one GLBox?
No. You cannot subscribe to one package, and receive programming on multiple TVs for no additional price. To be able to watch on two different platforms at the same time, you must pay a monthly subscription per GLBox.

Sometimes certain businesses such as restaurants want to connect multiple TV sets to one program. This is possible through one GLBox that is connected to multiple TV sets. However all TV sets will be showing the exact same program at one time, you only need one GLBox, one internet connection for multiple TV sets.
Question Can the GLBox record the programs I want?
No. GLBox is not capable of recording TV programs. However you can view the last 24 hours of all channels by accessing the Last 24 Hour section of your preferred channel.
Question What is My Favorite Channels?
You may select all your favorite channels and move it to a section by itself for easier access in the future.
Question My TV is too old and I don't have enough connections or inputs on the back of my TV.
If your TV is old and it does not have RCA connections (connections for RED, WHITE, YELLOW wires) but it has the round TV CABLE (COAXIAL) connection you have to obtain an additional equipment called "RF Modulator".
However if your TV has RCA connections (connections for RED, WHITE, YELLOW wires) but it is already being used by other device(s) you have to obtain an equipment called Audio/Video Selector (or A/V switch) in order to expand the number of RCA connections.
Question What level of picture and sound quality should I expect?
The quality you receive is dependant on the bandwidth you have available through your internet provider (for bandwidth definition, please visit the "knowledgebase" section). That is why we require a minimum 2mbps speed from our servers to have good quality. The higher the bandwidth, the better quality you can expect. GLWiZ automatically adjusts the bandwidth based on what you currently have available. If you are finding that your picture is freezing during viewing this is due to a sudden drop in your available bandwidth. You must either change the channel or through our set up menu manually change the bandwidth level. You can always check your available bandwidth either through our website or through the set up menu on your GLBox.
Question What are the contents of GLBox package?
  1. GLWiZ set-top Box
  2. Remote Control (2 x AAA batteries included)
  3. RCA Cables
  4. S-Video Cable
  5. Power cord
  6. RJ-45 (Ethernet) cable
  7. User Manual DVD
  8. GL Box HD 60 has a HDMI cable as well
Question Will this service be available in my area?
This service is available anywhere in the world as long as there is a minimum high speed internet connection with bandwidth speed of 2.0 megabits or higher.
Question Do you offer support in my language?
Presently we offer support in the following languages: English, French, Spanish, Farsi, Cantonese, Mandarin plus many more.
Question How do I contact GLWiZ customer support by email?
You can contact our support team by filling out our online form at www.glwiz.com under "Contact us" where you are asked to enter your full name, email address, and the details of your inquiry.
You may also send us an email at info@glwiz.com.
Question How do I contact GLWiZ customer support system by phone?
If you are calling from North America please call: 1-866-236-2026.
If you are calling from anywhere outside of North America, please call: 1-905-709-3570.
Question How do I contact GLWiZ customer support system by fax?
You can contact our customer support team by faxing your inquiry to 1-866-236-5884 (for North American residents) or 1-905-709-1910 (for residents outside of North America).
Question What are the customer support hours of operation?
Currently customer support hours of operation are:
  • Monday to Friday from 9:00AM to 9:00PM Eastern Standard Time
  • Saturday and Sunday from 11:00AM to 9:00PM Eastern Standard Time
For orders pickup, returns and accounting inquiries hours of operation are:
  • Monday to Friday from 9:00AM to 5:00PM Eastern Standard Time
Question What are the GL Box shipping rates?
We ship all over North America for $20 standard shipping (5-7 business days) or $49 for next day business. International rates are $40 Germany, $50 Austria, Belgium, Denmark, France, Hungary, Italy, Netherlands, Poland, Sweden, Malaysia and Japan and $65 Norway and Switzerland. If your country is not on the list please contact us for pricing.
Question What do I do if my problem is not listed in the FAQs?
You can email us by completing the contact us form online or call our customer service line. If you have encountered any technical issues please visit our Troubleshooting section on GLWiZ website for the most common inquiries; however, if you are not able to find a solution for your problem please feel free to call GLWiZ customer service at 1-866-236-2026.



Harmonized Sales Tax (HST)
Question What is Harmonized Sales Tax (HST)?
IMPORTANT NOTICE REGARDING THE HARMONIZED SALES TAX IN ONTARIO AND BRITISH COLUMBIA

Ontario,Newfoundland, New Brunswick

IMPORTANT NOTICE ABOUT THE NEW HARMONIZED SALES TAX

Effective July 1, 2010, the Harmonized Sales Tax (HST) will come into effect in Ontario. The HST will replace the current GST and PST lines on your invoice and be applied to taxable services and products at a rate of 13%. For more information on how the HST will affect the amount of tax you pay on all products and services, please refer to the Canada Revenue Agency website
at cra-arc.gc.ca/harmonization . All other aspects of your service will remain the same.

British Columbia

IMPORTANT NOTICE ABOUT THE HARMONIZED SALES TAX

Effective July 1, 2010, the Harmonized Sales Tax (HST) will come into effect in British Columbia. The HST will replace the current GST and PST lines on your invoice and be applied to taxable services and products at a rate of 12%. For more information on how the HST will affect the amount of tax you pay on all products and services, please refer to the Canada Revenue Agency website at cra-arc.gc.ca/harmonization. All other aspects of your service will remain the same.

Nova Scotia

IMPORTANT NOTICE ABOUT THE HARMONIZED SALES TAX

Effective July 1, 2010, the Harmonized Sales Tax (HST) will come into effect in British Columbia. The HST will replace the current GST and PST lines on your invoice and be applied to taxable services and products at a rate of 15%. For more information on how the HST will affect the amount of tax you pay on all products and services, please refer to the Canada Revenue Agency website at cra-arc.gc.ca/harmonization. All other aspects of your service will remain the same.



Online Account
Question What should I do if I forgot my password?
In case you forget your password click on the "forgot password" link on the homepage. We will send your password to the email address you provided in your subscription within a few minutes.
Question How do I change my password?
You may change your password by logging into your account and going to My Profile. There you will find an option to change your password.
Question I've asked to have my password e-mailed to me. Why haven't I received it yet?
If you have waited for few minutes and haven’t received your password, please send us an e-mail, including your name, email that is linked to your account, phone number, and ZIP code (for account verification purposes), and a Customer Service Representative will reset your password and send it to you.
Question What is my profile?
Once you log into your account, you may view your transactions, box information and update profile.



Orders
Question How can I order the GLWiZ box?
Currently there are three ways for ordering the box:
  1. You can order the box through our “Order Now” page online. A representative will get back to you to complete the order.
  2. You can also call the customer service line directly at 1-866-236-2026 and place your order.
  3. You may purchase the box from any of our authorized retailers. Please visit the home page and choose “World Wide Resellers”.
Question How do I receive the box after I place an order?
Your GLBox will be sent through UPS (United Parcel Service).
We have also pickup locations in Toronto and Vancouver for in-person pickups. Note that pick ups take 24 hours to process and must be arranged before arriving.
Question How much does the shipping cost me?
Prices vary from country to country. Specific pricing may be attained from Customer Service.
Question How long does it take for my ordered GLBox to arrive to my address?
We process your order the next business day you place the order and will send it to your address by UPS. Orders which are sent by standard shipping take 5-7 business days to be delivered. Overnight delivery is also available for an additional cost.
Question What is "Customs and Duty Agreement Form" and why should I pay for customs?
Customs is the money collected under a tariff by the importer's country Border Agency. Every country will charge the recipient of an international purchased product for customs based on their calculations. If you are in North America you do not need to pay for customs but for anywhere other than North America you are required to pay for customs. This is the charge applied by your country border agency and you have to pay for it when you are being delivered the GLBox. Rates are widely different from country to country and you have to ask your local border agency to inquire about the customs charge amount. Please note that these fees are entirely separate from the shipping charges.

According to the law, we have to receive a copy of "Customs and Duty Agreement Form" COMPLETED, SIGNED and DATED by you before we are able to ship out the box. The form will be provided to you by our customer service representatives at the time of order.



Subscription
Question What subscription plans do you offer with the GLBox?
You have 3 options:
  1. Monthly Payment Plan: Pay only $20 per month for GLWiZ subscription (this package can only be purchased with automatic recharge)
  2. Pay in Advance Plan: Purchase pre paid subscription plans. Packages come with 6 month, 12 month, 18 month and 24 month terms.
  3. Unlimited package: pay a set fee and you don’t need to pay any more subscription payments for the life of the box.
Question What subscription plans do you offer for online viewing?
There are three packages to choose from:
  1. GLTV: this package will give you access to all Live TV and Radio channels with high quality (750kbps) full screen viewing. Package can be purchased in monthly installments or 6 month installments.
  2. GLFilms: this package will give you access to all VOD programs, Movies (does not include Pay per View items) and TV Series with high quality (750kbps) full screen viewing. Package can be purchased in monthly installments or 6 month installments.
  3. GLPlus: this package is a combination of GLTV and GLFilms in high quality (750kbps) full screen viewing. Package can be purchased in monthly installments or 6 month installments.
Question What does for the life of the box mean for the unlimited package?
This means that you can not transfer your subscription from one box to another. If in the future the product does not work anymore, neither will the subscription. It is only valid for that specific box purchased.
Question How can I pay for my monthly subscriptions?
The monthly subscription fee will be taken off your Credit Card that you provided us at the time of purchase. If you are a US or Canadian resident you can provide us with a void check sent to our address for pre-authorized payments. Please note that we don’t provide our customers with monthly bills.
Question Can I cancel my GLBox subscription anytime I want?
Yes, you can cancel your subscription without being committed to any condition or paying any extra fees or penalties. Please note we do not refund unused prepaid subscriptions.
Question How do I cancel my GLBox subscription with GLWIZ?
You can send a cancellation request to our customer service representatives either through our "Contact us" page or by calling our customer service department.
Please also note that your account will be cancelled right away. If you wish to continue the service until your next billing date you must state it to us at the time of cancellation request. At this time we will keep your account as “dormant” should you wish to reactivate at a later date. In order to reactivate a dormant account, there will be a $20 USD reactivation fee charged.
Question If I cancel my GLBox service and want to renew my account once again, can I use my prior account information?
Yes. You can suspend your account anytime and reactivate it later as you wish. However note that your account is subject to a reactivation fee for $20 USD.
Question How do I renew my subscription for the GLBox?
Renewing your GLBox subscription can be done in any one of the following ways:

Expired Subscription (Pre-paid account):
Visit our online website and renew your subscription by adding your Customer ID and PIN of your GLBox, select your desired subscription term, and process the payment. The recharge will then be completed automatically. Call our Customer Service Center (toll free number for Canada & USA) and renew your subscription by providing the required information over the phone. ***There is no reactivation fee charged for expired accounts.

Blocked Subscription:
Call our Customer Service Center (toll free number for Canada & USA) and renew your subscription by providing the required information over the phone.
***A $20 USD reactivation fee will apply.



Technical
Question How can I install GLWiZ box? Does it require a lot of knowledge about computers and network?
To connect the setup box to your TV please refer to the detailed manual that came with your package. The installation is very easy and straightforward and generally a person with least amount of knowledge about computers is able to install it by following the instructions. Moreover our customer service is available to offer you extra help if ever needed.
Question What if my modem or router is in another room or away from TV?
You have four options:
  1. Easy option: Use a longer wire to connect GLBox to the modem or router you have.
  2. Neat option: Move the modem (and router if available) next to your TV and GLBox (you may need to contact your internet provider for relocation of the modem). If you have a computer connected to the internet in the other room and it's not wireless, you can buy a piece of equipment called "USB Network Adapter" to make your computer wireless thus you wouldn’t need to use any wires for connecting your computer to router after you relocate the modem and the router.
  3. Economic option: Purchase wireless adaptor and receive signal wireless.
  4. Convenient option: You can order Internet Over Power. This option will give you access to the internet anywhere you find a power outlet in your house. For more information refer to Knowledgebase section.
Question Is my box wireless compatible?
Yes. Our GL box 50 and GL Box HD 60 can be connected wireless. GL Box 50, you would need to purchase a wireless adaptor from us (please visit order now section and click on accessories). The GL box HD 60 comes with wireless already built in so there is no need to purchase anything else.

Please note, you would need a wireless router as well.
Question What if the distance between my router and box is very far?
If your router is very far from the TV or GL Box, then wireless is probably not the best choice. You would have to purchase an Ethernet Over Power adaptor (please visit order now section and click on accessories).
Question Will the website service work on any computer platform?
Yes, it will work on all computers operating under operation systems Windows 98, Me, 2000, XP, Vista and Mac/ Apple. If you can't watch GLWiZ through your computer refer to Troubleshooting section or call customer service.
Question Should my internet service be DSL or CABLE?
A Broadband connection can be either Cable or DSL. It does not matter what type of technology your internet provider you use as long as the minimum speed requirement is met.
Question Why does my speed show less on your website than what my Internet Provider is giving me?
The speed that is on our website is the speed you will get once you have connected to our servers and receiving our data. Therefore, this speed must be over 2mbps from our website otherwise, you will have interruptions in the service.
Question Can I browse the internet while someone else is watching TV through GLBox?
Yes. However you will sense a dramatic drop in your internet speed if your internet download speed is less than 4.0Mbps. If you want to browse internet without any interference with your GLBox and vice versa, you are highly recommended to upgrade your internet download speed to 4.0Mbps or even 6.0Mbps.
Question Is there any freezing or malfunction in the service?
As explained in the knowledgebase section, Internet bandwidth speed is the most important factor in getting a smooth and functional service. GLWiZ strives to provide customers with the best service available, however if your internet provider is incapable of providing you with a stable and sufficient bandwidth speed, the picture and sound are likely to be interrupted (freezing problem).
Question What is the bandwidth limit and why am I strongly suggested to turn off GLBox when I'm not watching GLWiZ?
The nature of IPTV (i.e. GLWiZ) is such that while you are watching this type of service, bandwidth is being consumed; your internet provider most likely has a bandwidth limitation on your connection per month. You can keep your GLBox plugged into a power outlet; however we recommend you to turn off the unit when you are not watching the channels. GLWiZ consumes 732kilobits per second which equals to 320MB per Hour. That will give you about 6 hours of watching GLWiZ per day assuming that you have a limit of 60GB for bandwidth per month and also assuming that you are not using internet through a computer. (Note that 60GB was an example and it can be widely different from one internet provider to another).

To calculate this yourself all you have to do is to divide the bandwidth limit amount (given in Gigabytes) by 9 and the result is the APPROXIMATE amount of hours you can watch GLWiZ per day until you reach the limit. Thus in the example above 60 / 9 = 6.6 hrs/day, approximately. Note that this limit is set by your internet provider not GLWiZ and GLWiZ is not responsible for any additional fees charged to the customer by the Internet Service Provider for increased bandwidth consumption. Finally here is our advice: Simply turn off the GLBox when you are not watching our service to save your bandwidth going to waste.
Question What resolutions does GLBox support?
NTSC: 480i, 480p, 720p, 1080i
PAL: 576i, 576p, 720p, 1080i
Question What Video and Audio ports does GLBox have?
Currently GLBox supports RCA Video and Audio connections, S-Video and S/PDIF.
Question How do I enter my box setup?
You may enter your box setup by pressing the setup button on your remote control followed by the password 0625.



Returns & Exchange
Question What is the return policy for GLBox?
If you wish to return the product for any reason, please check section 5 of the Terms and Conditions.
Question What is the return policy for accessories?
Accessories can be returned 30 days after date of purchase in perfect resalable conditions. We do not accept accessories after 30 days.
Question What is the cancellation policy for web subscriptions?
The subscriptions for web-viewing will be charged on a monthly basis. If you wish to cancel your web-viewing subscription, a refund will be issued for unused months only.
Question How long does it take to receive my refund after returning the box?
Refunds are processed after we receive your box and may take up to 2 weeks.
Question What is the manufacturer warranty on the GLBox?
The warranty covers the hardware and software for a period of one year from the date of purchase. As long as you have not intentionally damaged the hardware, or manipulated the software, the unit will be covered under warranty for one full year. Please refer to the Terms and Conditions of GLWiZ for further details.
Question What if my box is defected?
If you think your box might be defected please contact customer service for technical help. Once you have gone through the trouble shooting process and problem is not resolved, a representative will inform you on the process for exchanging your box.