Frequently Asked Questions MENU
Watching Broadcast TV

My TV signal keeps cutting out, what do I need to do?

This may be caused by a number of factors including weather, antenna location, type of antenna, your digital set-top box connection or even the strength of the signal and your location to that signal. First we recommend you turn both you TV and set top box off for 30 seconds, then turn them back on. If this doesn't correct your issue, we recommend you contact a television technician.


Help! I’m having issues viewing the TEN, ELEVEN or ONE broadcast

If you’re having issues with your broadcast, you can let us know by contacting us at contactus@networkten.com.au. In order to be added to a queue for a technician to be in touch in the next few days or weeks, please email us with the following details:

- Name
- Address
- Phone
- Issue
- Date
- Which Channel


Network Ten Programming

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. Stay in touch with us via Facebook and Twitter or “Track” your favourite show to stay updated.


Can you please cancel this show I don’t like?

We love our shows on TEN, ONE and ELEVEN, 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 tenplay.com.au should you want to watch an old favourite or discover something new. Browse new shows now!


Can you change the time of this show?

We cater for a lot of people in Australia and while we do our best to put shows in the best timeslot for you to catch it, it isn't always possible for everyone. Good news though! 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 ELEVEN and ONE. Otherwise, many of your favourite shows are available to watch online.


TEN Eyewitness News

How do I find a story or video clip from the news?

Check our News section on the website for all the latest breaking, local, national and international news. You can also type what you are looking for in our search box in the top right of our website.


I’ve got feedback about one of the stories on eyewitness 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
eyewitness News in Melbourne: @TENnewsmelb / facebook.com/TENnewsmelb
eyewitness News in Sydney: @TENnewssyd / facebook.com/TENnewssydney
eyewitness News in Queensland: @TENnewsqld / facebook.com/TENnewsqueensland
eyewitness News in Adelaide: @TenNewsADEL / facebook.com/TENadelaide
eyewitness News Perth: @TenNewsPerth


How can I send in weather photos or request that Tim Bailey present the weather from my school?

You can contact Tim at dailybailey@ten.com.au


TEN HD Frequently Asked Questions

TEN HD is available now on Channel 13.


What is TEN HD?

A high definition (HD) version of TEN, broadcast on Channel 13.


When did TEN HD launch?

On Wednesday, 2 March 2016.


TEN is now simulcast in both standard definition (SD) and HD.


Why has TEN HD been launched?

Viewers have been asking for TEN to run in both SD and HD for many years now.

Changes in government legislation in late 2015 have allowed us to bring TEN to viewers in HD. Until those changes, we were not permitted to broadcast TEN in HD.

HD offers a superior and amazing viewing experience, with sharp, stunning images for all your favourite TEN shows, from MasterChef Australia,Offspring and The Bachelor Australia to Formula One, V8 Supercars and the KFC Big Bash League – at double the resolution of standard definition – all for free!

With the addition of TEN HD, Network Ten has five channels: TEN, TEN HD, ELEVEN, ONE and our online catch-up and streaming service, tenplay.

Network Ten also offers the datacast home shopping channels TVSN and Spree TV.


What is High Definition?

High definition (HD or HDTV) is a digital TV broadcasting format that provides a substantially higher resolution and image quality than that of standard analogue or other digital television formats.


What has happened to the existing TEN channel?

It remains unchanged. TEN HD is a new, additional channel. It means TEN is simulcast in SD and HD.


How can I watch TEN HD on my TV?

It is on Channel 13 in Sydney, Melbourne, Brisbane, Adelaide, Perth and the Gold Coast.


How do I know if my TV set can receive TEN HD?

If you have a compatible HD TV set that auto tunes, you may see a pop-up with new channels. Just hit “OK” and go to Channel 13. If not, you can re-tune your TV set by going to “Set Up” then “Auto Tune” to receive Channel 13.


Is everyone able to receive TEN HD?

No, only people with with TV sets that are MPEG 4 compatible will be able to receive TEN HD.


Are all the programs on TEN SD now in HD?

TEN HD is simulcast with TEN SD, so receive all the same great TEN content.


Have the signals/frequencies of other Network Ten channels changed?

No.
TEN SD will remain on Channel 10.
ONE will remain on Channel 1 and 12.
ELEVEN will remain on Channel 11.
TVSN will remain on Channel 14.
Spree TV will remain on Channel 15.


What is the technology behind TEN HD?

MPEG 4 is a newer form of compression which enables Network Ten to deliver high quality HD content efficiently and within our existing broadcast spectrum.


How do I re-tune my TV set to receive Channel 13/TEN HD?

It is easy and takes just a few minutes.

Go to your TV Menu settings. Click on Set Up and then the Auto Tuning option.

Auto Tuning
Menu or Home button on remote control
Press OK
Settings or Set Up
Press OK
Digital Set Up
Press OK
Auto scan or Auto Re-tune will appear
Press OK

It will take a few minutes to do the re-scan. This will search and tune the all the channels. You can then exit and select Channel 13

These instructions do not relate to any specific receiver brand, and menu descriptions and labels may vary.


If in doubt, please read your TV manual. Or for more assistance, please contact the TEN HD Helpline on 1800 783 117.
Please click here to learn more. 


What if I cannot re-tune my TV set to receive Channel 13/TEN HD?

If you do not receive TEN HD after you re-tune your TV set, it means you do not have an MPEG 4 decoder and, therefore, you cannot receive TEN HD.

But TEN SD continues.

Any TV set, set-top box or personal video recorder sold in the past six or so years should be MPEG 4-ready.

Anything with the Freeview logo on it will definitely support MPEG 4, as it is a requirement in order to get the Freeview tick of approval.

We are adding an HD service. The TEN channel will remain available to everyone, in SD.


How do I get assistance about receiving TEN HD and more information?

You can call the TEN HD Helpline on 1800 783 117, 24 hours a day, seven days a week.


Is TEN HD available to Foxtel subscribers?

It is available to cable subscribers, along with TEN SD, ONE and ELEVEN.

It will not be available to satellite subscribers, who will continue to be able to access TEN SD and ELEVEN in Sydney, Melbourne and Brisbane.


Is captioning available on TEN HD?

Yes, for the same programs as standard definition TEN.


Is ONE still an HD channel?

No.

It became a standard definition channel on Wednesday, 2 March 2016, the same day TEN HD was introduced.


Why could ONE not remain in HD?

As we are providing TEN SD and TEN HD in simulcast to ensure all viewers have the ability to watch TEN, we don’t have the spectrum capacity to keep ONE in HD as well.

We always wanted to have TEN in HD, however, previously we were restricted under legislation.

Now that these restrictions are lifted, we want to provide the highest quality viewing experience on TEN.


Will the sport seen in HD on ONE in the past now switch to TEN HD?

No.

The premium sport on TEN will now be seen in crystal clear HD, including live Formula One races, live V8 Supercars races and highlights programs, the KFC Big Bash League, Rugby Union, RPM and Netball.

ONE will continue to bring great sport to viewers, including MotoGP, the Women’s Big Bash League, Super Rugby replays and Formula One highlights programs.


Can TEN HD be seen in regional Australia?

That is a question for our regional partner, Southern Cross TEN.

We understand that Southern Cross is not planning to launch TEN HD in the markets it covers at this stage and will continue with its existing line-up of three broadcast channels. But we suggest you contact your local Southern Cross TEN station.


Is content on tenplay shown in HD?

No.