• English
    • 中文繁體
    • 中文简体
  • USA
    • Canada
    • Europe
    • Singapore
    • Great Britain
    • SouthEast Asia
    • Latin America
    • Taiwan
    • Other Countries

  • KyLinTV

  • KyLinVoice

KyLinTV Everywhere

  1. What is KyLinTV Everywhere?
    KyLinTV Everywhere is built on the latest breakthrough IPTV technology. It is a more advanced and more user-friendly platform, offering more features and delivering higher picture quality.
    • Being the first operator in the market that provides HD Chinese TV channels, KyLinTV is also the first platform that offers Chinese Live TV and VOD programs on Smart TV, Tablet and Android Smart Phone.
    • Largest selections of TV channels with up to 95 channels and over 30,000 hours of VOD content, covering all genres from news, latest dramas, movies, hottest variety shows to Chinese language learning programs designed for kids, all priced at an incredible value. (Numbers of available channels may be various based on local market. Please refer to local Pricing and Package for detail)
    • It’s the only platform offers the most comprehensive TV program package, dedicated to non-Chinese speaking population who are interested in understanding China and learning the language around the world.  This package includes English Live channels and VOD programming with content focused on focuses on China Economy, Chinese History & Culture, China Travel & Geography, Contemporary Chinese Society, Chinese Celebrities, Chinese Delicacies and Chinese Classroom.
  2. What are the differences between KyLinTV Everywhere and previous major version OS?
    • First platform that offers 13 Chinese HD TV channels & many different types of SD channels;
    • Largest selection of TV channels with up to 95 popular Chinese Channels and over 30,000 hours of VOD content, priced at an incredible value; Numbers of available channels may be various based on local market. Please refer to Pricing and Package for detail.
    • Only platform that offers " KyLinTV Everywhere" – KyLinTV service is available on TV, Smart TV, PC, Tablet and Android Smart Phone;
    • Offers the most user-friendly interactive set-top box features, including 48 Hour Automatic DVR (Record-less DVR), channel selection, channel playback, and electronic program guide, and a lot more;
    • First to offer Adaptive Streaming, the next-generation content delivery technology, allowing user to view the maximum picture quality with minimum bandwidth required;
    • External 300mbps 802.11N wireless adapter which provides a safest and faster speed for transmitting data. It can even support WPA2 security mode as well.
    • Not limiting to KyLinTV’s own proprietary set top box, KyLinTV customers are able to enjoy unmatched content packed with advanced IPTV technology and features by using their own connected devices.
  3. How many HD channels are there on KyLinTV Everywhere and what are they?
    KyLinTV is currently offering 13 most popular Chinese channels in HD format, including Phoenix TV HK, Phoenix Info, Hunan TV, Beijing TV, Dragon TV, Zhejiang TV, Jiangsu TV, Shenzhen TV, Kunlun Drama, KyLin Variety Channel, FTV, CTS and UNB.
  4. What's the bandwidth requirement for watching KyLinTV Everywhere?
    Minimum Internet speed of 500 kbps is required and maximum of 2.5mbps to ensure the best viewing experience. KyLinTV Everywhere built in the latest video encoding and streaming technology, which automatically adjusts video quality depending on user's internet speed. 
  5. My ISP has bandwidth Cap. Will watching KyLinTV Everywhere make me go over the limit?
    KyLinTV provide bandwidth control option, which allows user to choose the best viewing quality depending on his or her internet bandwidth limit.
  6. Many internet TV services have buffering issues. Will it occur if I have KyLinTV Everywhere?
    KyLinTV adopts adaptive streaming technology applied to the services on TV, Smart TV, PC, and Tablet(Android/iPad®). At playing, the adaptive streaming technology will automatically pick the best video quality adapting to user's internet connection speed. When the internet speed fluctuates, going lower or higher, set-top-box will auto-adjust the video quality until the playing stabilizes. Therefore, customers will not notice the change of video quality nor experiencing the buffering issue.
  7. What are the new features on KyLinTV Everywhere?
    • Channel Playback: Flexible and time saving, scene selection feature enables users to instantly jump to desired portion of TV program at playing. This way, users can have more time to enjoy more entertaining moments;
    • Channel Selection ("picture-in-picture"): Wonder what's showing on other channels? Just one button, see multiple channels simultaneously on your TV. Channel Selection functions exactly like picture-in-picture which allows users to see screen shot of on-going programs without changing the channel;
    • Sleep mode: Users can set time to put set-top-box in a low power mode;
    • Screen saver: When screen idles, screen saver turns on automatically to save power and protects the TV display;
    • Multi-language selection: Display settings in both traditional Chinese and simplified Chinese, offering convenience for customers who are from Southeast Asia;
    • Time zone setting: Display different time based on user's region.

Ordering

  1. How many channels are there on KyLinTV? What's special about these channels?
    KyLinTV, the world’s first and largest Chinese IPTV operator, delivers the largest selection of TV channels with over 95+ channels and over 30,000 hours of VOD content, covering all genres from news, latest dramas, movies, hottest variety shows to Chinese language learning programs designed for kids, all priced at an incredible value.
  2. How many different channel packages does KyLinTV offer? What are their prices?
    Channel numbers may vary base on region and target market. Please refer Pricing and Package for detail.
  3. How long is the contract?
    The contracts are different depending on Viewing Device. There are 2 types of Viewing Device and Contract Options customer can choose from:
    • Your Own Device: includes Smart TV PC, Tablet, Android Smart Phone requires monthly plan with no contract, 12 months contract or 24 months contract.
    • KyLinTV Set-top Box+ Your own devices : includes Smart TV, PC and Tablet, Android Smart Phone, requires 12 months contract or 24 months contract.
  4. How to watch KyLinTV on Smart TV?  Who are the Smart TV manufactures that provide KyLinTV access?
    You can watch KyLinTV on Smart TV by downloading a free KyLinTV app. No need to rent or buy KyLinTV Set-top-box.  Available Smart TV manufactures including Panasonic, Sony, Vizio, Hisense and LG, etc.
  5. Do I need set-top-box for watching KyLin TV?  How much do I need to pay for the box?
    You can access KyLinTV through a regular TV set but need a KyLinTV Set-top-box (STB) or 3rd party box to connect with, such as Google TV box.  KyLinTV STB rental fee is $3/month with a deposit of $50. The deposit will be refund to the customer upon STB returned.  Purchasing price is $99 each. If you choose to configure the set-top-box with wireless connection, you may purchase the external wireless accessory a $19.99/each, with one year limited warranty.
  6. Any package price differences if I watching KyLinTV on different viewing device?
    You can access KyLinTV’s exciting content through multiple devices, such as PC, Table , Android Smart Phone, Google TV box, Smart TV and regular TV with KyLinTV Set-top Box, anywhere, anytime you want. All at one price!  The only difference is the contract lengths.
  7. Do you offer any TV programs for kids?
    KyLinTV Kids Channel and VOD Kids package are dedicated to kids by offering diversified children programming related to learning Chinese language and cartoon animation. Caters to kids aged 0-10, VOD Kids provide 1,800 hours of Kids programs focused on 7 topics, “Science”, “Art”, “Chinese”, “Literature”, “Morality”, “Health” and “Cartoon” that suit the needs of Kids with different interests.
  8. Do you have any English programs?
    Yes, Panorama China is designed to serve English speaking audience. This package contains live TV Channels and VOD programming with content in update to date news, China economy, Chinese history & culture, China travel & geography, contemporary Chinese society, Chinese celebrities, Chinese delicacies and Chinese language classroom.
  9. Does KyLinTV offer Video-On-Demand service? What is its price?
    KyLinTV offers VOD Select and VOD Kids can be subscribed as a base package or an add-on, which are tailor-made to seniors, kids, and those who love TV/Movie entertainment. Only $9.99/month.  For English speaking people, KyLinTV offers Panorama China VOD package at $4.99/month. For more details about VOD packages, please visit KyLinTV's website: http://www.kylintv.com/kylintv/tv/tv-packages#tv-packages
  10. Will I be charged tax on my order?
    As required by applicable laws, KyLinTV charges Subscription Tax and/or Sales Tax on transactions from below states in the United States and provinces in Canada:
    • Subscription Tax:
      United States: Florida, Hawaii, New Jersey, North Carolina, Pennsylvania, Texas and Washington.
      Canada: Alberta, British Columbia, Ontario, Quebec, New Brunswick, Nova Scotia, Newfoundland and Labrador.
      Subscription Tax will be charged on these items on your order: 12-Month Prepaid Contract, 24-Month Contract, Monthly Packages, VOD Packages, Other Add-on Packages, Pay-per-view, PC/Tablet (Android/iPad®) Access Fee, 2nd or more Set-top Box Access Fee.
    • Sales Tax:
      United States: California, Connecticut, Florida, Georgia, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Virginia and Washington.
      Canada: Alberta, British Columbia, Ontario, Quebec, New Brunswick, Nova Scotia, Newfoundland and Labrador.
      Sales Tax will be charged on these items on your order:  Purchase Set-top Box, Purchase Wireless Adapters, and Shipping Fee (Only apply to Set-top Box or wireless adapters purchase).
    • If you have any question regards to your bill, please contact us at 1-877-888-8598 (Toll-Free) or send an email to support@kylintv.com.
  11. Can I subscribe VOD package without ordering base channel package?
    Yes. You can order VOD package alone.
  12. What are the accepted payment methods?
    We currently accept Visa、MasterCard、Discover、JCB and AMEX. All charges are in US dollar. When you place your order, you need provide us your credit card and billing information. The credit card information will be securely saved in your account and used for automatic monthly billing.
  13. How soon will I receive the set-top-box after placing my order?
    Depending on your location, you can expect to receive the set-top-box within 1-7 days. Or you can go to one of the KyLin reseller locations to order and start using the service immediately.
  14. Where can I subscribe KyLinTV Service?
    You can subscribe KyLinTV service Online,  Call US, or visit KyLinTV Resellers.


 

Technical Support

General Question:

  1. Does KyLinTV come with HD? What is the picture resolution?
    Yes. Currently we have 13 Chinese HD channels that can be viewed on Set-top Box, Smart TV or Mobile Device platforms. The video mode is 720p.
  2. Can I use the same account user name and password to log on to both different devices?
    User can use the same account user name and password to log in to use the service. However, one access is allowed to receive the Service at the same time under the same account.
  3. How come the picture mode on the KyLinTV is not fully fit my TV?
    The KyLinTV is support 16:9 picture mode in default. If your TV picture setting is 4:3 ratios, the picture mode will be adjusted.
  4. Many network television Services have serious buffering problem, will KyLinTV has the same issue?
    We use the new technology “adaptive streaming”. The system will automatically select from low to high bandwidth to adapt to current network conditions, and then locked in the most appropriate bandwidth. If you are experiencing network instability, the system will automatically adjust the bit stream. Therefore it should not have any buffering problem.
  5. If I do have interruption or there is "retrieving" on the screen, what should I do?
    Buffering is most likely caused by low internet speed. Check your internet speed when you have this problem. Please contact your internet provider if the speed is lower than 500kbps. You may also contact our Technical Support Team for further information.
  6. What should I do if I have “Network connection lost” or any other technical problem?
    Please confirm your network is working properly and you still have problem connecting to KyLinTV. Please immediately contact our KyLinTV Technical Support team for further support.
  7. Who can I seek for help if I have difficulty viewing KyLinTV?
    You can contact our KyLinTV Technical Support team for further support.
  8. What are the Set-Top Box, Smart TV or Blu-Ray player which I can download KyLinTV App?
    Please refer to Smart TV Overview for detail.

KyLinTV via Smart TV and Mobile Device:

  1. What is Smart TV? Is Wifi available? Is KyLinTV software installed already?
    • Smart TV, also called “Connected TV”, is either a television set with integrated internet capabilities or a set-top box for television that offers more advanced computing ability and connectivity than a contemporary basic television set.  Connected TVs run complete operating system or mobile operating system software and allow users to download and play third party software.http://en.wikipedia.org/wiki/Smart_TV%20-%20cite_note-businessinsider1-0%20 Most Connected TVs have the Wifi feature.
    • KyLinTV app is available in Smart TV App store. You can download it for free.
  2. How to use our service via Smart TV or Mobile Device?
    You need to have a KyLinTV Application in order to use our Service.  Your device may come with our Application or you may download it via your device.  Once you found or downloaded our application, you can click the application to start our service.  You also need to have internet connection to your TV.
  3. My Smart TV is not compliance with KyLinTV Service, can I still use KyLinTV?
    Yes, you need to have a KyLinTV Set-top Box connecting to your TV.
  4. How can I connect my Device to Internet?
    If your device has option of LAN connection, you can simply connect the Ethernet cable from your modem / router to your device.  In most case, you may need to use WLAN (wireless) connection.
  5. How do I use WLAN (wireless) connection for KyLinTV?
    In order to connect wirelessly, you must make sure your wireless router is on and properly working. You must know your wireless network name (SSID) and Network Key (WEP/WPA/WPA2 or Password), then input them into your TV setting.  Please consult with your TV provider if you have any difficulty setting up your wireless connection.
  6. How do I navigate KyLinTV Service?
    You can use the key on your remote from TV to operate our service.  You can use the “up (▲)”, “down (▼)”, “left (◄)” and “right (►)” arrow keys on your remote to move cursor around the screen.

Customer service and technical hotline:

North America:        1-877-888-8598

Europe:                    

United Kingdom:       44-203-5143221
Germany:                49-69-33296727
Netherlands:            31-70-8080138

Latin America:          

Brazil Rio de Janeiro:    55-11-395-87174

Singapore:                65-3158-1462

Taiwan:                 886-9-7817-9925

Southeast Asia:       

Malaysia:                60-3-2788-4619

Other Countries:      

Australia:                   61-2-8015-5708

                   China::                     +86-21-8024-5506

If you are not able to find your local number on above, please contact US direct line:  1-516-622-8400

To find most updated contact information, please visithttp://www.kylintv.com/kylintv/page/contact-us

 

Troubling Shooting

  1. How to install KyLinTV Set-top Box?
    KyLinTV provides easy installation. You can connect KyLinTV Set-top Box (STB) to your internet router or modem via Ethernet cable or wireless, and then connect STB to your TV via video and audio cable to receive TV signal.
  2. What kind of video cable you need to connect a KyLinTV Set-top Box?
    KyLinTV has 4 ways of connection type:
    • HDMI cable ( highly recommended to use HDMI cable to receive the best resolution);
    • Component Video Cable (5 colors);
    • S-Video cable;
    • Composite Video cable.
  3. What kind of audio cable you need to connect for a KyLinTV Set-top Box?
    • Stereo Audio Cable;
    • HDMI Cable.
  4. What is HDMI? Do I need to use HDMI for HD Channel?
    HDMI (High Definition Multimedia Interface) is the first and the only industry-supported uncompressed all-digital audio and video interface. You only need a HDMI Cable for both video and audio, including HD channels.
  5. My TV has limited HDMI input, can I use others input?
    KyLinTV has many different ways for connection but the picture quality will be rarely difference from HDMI cable. If you would like to experience the HD quality; you definitely need to connect HDMI cable. If you do not have any extra HDMI input, you can try to purchase a HDMI Splitter.
  6. My TV is not a HDTV, can I still use KyLinTV?
    Yes, you still can use KyLinTV but the picture quality will not as good as HDTV. If your TV picture setting is 4:3 ratios, the picture mode will be adjusted.
  7. What do I need to do in order to watch KyLinTV from TV?
    In order to watch KyLinTV, you need to use your TV remote/control, and then press the “TV / Video”, “Input” or “Source” button to select the proper Video Input channel.
  8. How do I use the Virtual Keyboard from KyLinTV?
    Virtual Keyboard will appear allowing you to enter information via your KyLinTV remote. Use the “up (▲)”, “down (▼)”, “left (◄)” and “right (►)” arrow keys on your KyLinTV remote to move cursor around the keyboard. Then press “OK” on your remote to select a key to input. Press “Shift” key located at the bottom left hand corner on your remote to capitalized letter.
  9. How do I delete the data that I inputted from the Virtual Keyboard?
    You need to move the cursor to the “END” key on the key board and press “OK”. Then you can move the cursor to the red arrow key pointing to left and press “OK” to delete.
  10. How do I use LAN connection for KyLinTV?
    You can either do the following:
    • Use an Ethernet cable to connect your Modem your STB;
    • Use an Ethernet cable to connect your Modem and your router, and then connect your router to STB;
    • When connected, press the "Home" key to return home.
  11. How do I use WLAN (wireless) connection for KyLinTV?
    In order to connect wirelessly, you must make sure your wireless router is on and properly working. KyLinTV has embedded a wireless network adaptor and can recognize to your wireless network. You must know your wireless network name (SSID) and Network Key (WEP/WPA/WPA2 or Password), and then using the virtual keyboard to enter the key information. To complete and save your input, use the remote to select the “Enter” key on the Virtual Keyboard. Then press “home” on your remote to go to our homepage.
  12. Can I use my own USB wireless adaptor for KyLinTV STB?
    No. Due to the manufactory setting and firmware with our STB, you are not able to use any other brand of wireless adaptor for the KyLinTV STB.
  13. Why I can only see the picture but no sound?
    If you are using the Composite / Component cable, make sure the Red and White Audio cable are plug-in right from both sides. If you are using the HDMI cable, make sure the HDMI cable is plug-in tightly.
  14. I realized KyLinTV V2.0 is using an external WIFI for wireless connection. Is there any difference functionally from the old yellow STB with built in wireless card?
    The external WIFI for KyLinTV V2.0 complies with 300mbps 802.11n high speed wireless networking standard, supporting more wireless encryption options such as WPA2, with a wider range of coverage, stronger signal and higher speed. The WIFI for V2.0 needs to be purchased separately.
  15. The picture is so blurry. What can I do?
    If you are using red/white/yellow or S-Video connection to TV, we recommend you to use HDMI or Component video. Meanwhile, we use a new technology named “adaptive streaming”. The system will automatically select the appropriate bitrates according to your bandwidth to provide the best picture you can get.
  16. How can I find the bitrates?
    Choose a program to play. Push the “Test” button on the remote control. There will be 3 green lines showing on the upper right corner of the TV screen. The first line is the bitrates. This information will be disappeared by pushing the ‘Test” button again.
  17. I have limited internet bandwidth, if I use KyLinTV, will I be over the limit?
    KyLinTV provide bandwidth control option, which allows user to choose the best viewing quality depending on his or her internet bandwidth limit.
  18. I realized KyLinTV also provide huge amount of pay per view type movies and dramas, which are very interesting and convenient. However, how can I avoid order some of them by mistake?
    The pay-per-view type movies and dramas are contacted video on demand (VOD). You can set up a password to avoid any mistake. When you try to order a program from VOD, there would be a pop up screen requesting you to enter password. You can go to “my account” from the home page. Then you should choose “Setup password” and leave original password box blank. Next, you need to input new password, confirm the password with the virtual keyboard and save the changes.
  19. Can I find the free online content I just watched in "My bookmarks"?
    "My Bookmarks” can only view the program recorded in our system, not the internet content.
  20. I only want my subscribed Channels to be displayed from Channel Guide. Is there a way I can do this? 
    Yes. You can simply press “Home” button and then “Setup” button, choose “System”, and choose “Display Subscribed Channels Only”. Select “Yes”. And return to the home page by pressing the home button again.
  21. Can online content be fast forward, rewind and pause?
    You can use the remote control to fast forward, rewind or pause.
  22. TV Screen shows internet service provider’s website information. What should I do?
    Turn off KyLinTV set-top-box. Turn on the computer. The same information will appear on the computer monitor. Close the window from Computer. Turn on the set-top-box again. Problem should be solved.
  23. Does KyLinTV provide both English and Chinese user manuals?
    A very easy to follow user manual and installation guide are included in the set-top-box package. You need to follow the instruction on the manual and guide to connect STB to TV and internet modem/router and you should be ready to watch KyLinTV.

 


 

Customer Care

 

  1. As an existing KyLinTV customer, why do I need to upgrade to KyLin 2.0 system?
    • KyLinTV Everywhere!   KyLinTV, the world’s first and largest Chinese IPTV operator, delivers the best of the Chinese TV entertainment experience to overseas Chinese worldwide. Not only KyLinTV’s own proprietary set-top box, now customers can access KyLinTV’s exciting content through multiple devices, such as PC, Tablet (iPad®/Android), Android Smart Phone, Google TV box and Smart TV from a number of TV manufactures including Panasonic, Sony, Vizio, Samsung and LG, etc!
    • All at one price!  Watch your favorite Live TV and VOD programs on Smart TV, PC, Tablet (iPad®/Android), Android Smart Phone, or regular TV with KyLinTV Set-top Box anywhere and anytime you want-All at one price.
    • The Only Authorized IPTV provider offering channels from China. First platform that offers Chinese HD content. Largest selection of TV channels with over 95 channels and over 30,000 hours of VOD content, covering all genres from news, latest dramas, movies, hottest variety shows to Chinese language learning programs designed for kids, all priced at an incredible value.
    • Next-generation content delivery technology--Adaptive Streaming, allows viewing the maximum picture quality with minimum bandwidth required and provides the highest signal stability.
    • The most user-friendly interactive features, including “48 hour automatic DVR”, channel selection, channel playback and electronic program guide, and a lot more.
  2. How do I upgrade to KyLin 2.0?
    Please call KyLinTV's customer service representatives at 1-888-280-0860 or visit http://v1.kylintv.com/newkylin/ for upgrade information.
  3. How to check my account information?
    You can log on to http://www.kylintv.com/kylintv/home , then click on "My Account" and log in with your account user name and password to check your account information, including statement, subscription plan and packages.
  4. What are the differences on contract plan and monthly fee if I watch KyLinTV through different devices?
    Plan and Contract:We have 2 types of device plan you can choose from..
    • Your Own Devices: (Smart TV, PC, Tablet or Android Phone), you can choose No Contract with Monthly Plan, 12-Month Prepaid Plan or 24-Month Monthly Plan.
    • KyLinTV Set-top Box+ Your own devices: (TV, Smart TV, PC, Tablet or Android Phone), you can choose 12-Month Prepaid Plan or 24-Month Monthly Plan.
    • Monthly Fee: We charge the same monthly fee regardless 4 different kinds of devices, Regular TV, Smart TV, PC, Tablet or Android Phone.
    • Equipment Rental Fee:  If you choose to watch on regular TV, you need to have a KyLinTV STB to access. Rental fee is at $3 per month. Purchasing fee is $99. If you need a wifi connection, purchasing fee is $19.99 each wifi card.
  5. I just ordered KyLinTV service on Smart TV, PC or Tablet and received user name and password. Can I use them to log on to all platforms at the same time?
    You may use the same set of username and password to log in and watch KyLinTV contents on either Smart TV, PC , Tablet or Android Smart Phone, but not on all platforms at the same time. If you want to do so, you have to subscribe an additional account.
  6. Can I watch KylinTV on different TV sets in my house?
    You can apply for extra STBs, STB deposit and monthly rental fee are required. You can also share the same account on different Smart TVs. 
    • If customer subscribe KyLinTV Set-top Box+ Your own devices, they can access up to 4 STBs + one other device (Smart TV, PC, Tablet or Android Smart Phone) at same time under same IP address.
    • If customer subsribed Your Own Devices, they can only access one device, either smart TV, PC, Tablet or Android Smart Phone at the same time.
  7. Can I change package plan before the current contract expires?
    For pre-paid annual plan customers, plan packages can be upgraded at any time and the price difference of the packages must subsequently be paid. For 24-month plan customers, package upgrades can only be made after the completion of first 12 months of services, by paying the price difference. For no-contract month to month customers, plan packages can be changed at any time. Any plan change will take effective on the next billing date.
  8. I want to renew my contract.  What shall I do?
    Your service will be auto-renewed: 
    • If you have subscription to 12 month prepaid plan, the prepaid subscription will be automatically renewed to another 12 months contract after the contract expires.
    • If you have subscribed to 24 month monthly plan, your subscription and payment will be auto-renewed on a monthly basis after the contract expires.
    • If you VOD subscription is in annual plan, it will be auto renewed to another 12 months with prepayment upfront.
    • If you want to change the service/contract, please call KyLinTV Customer Service Representatives or submit your request at http://v1.kylintv.com/care/ before the contract expires.
  9. I ordered plan of Your Own Devices. What can I do if I would not be using my KyLinTV for an extended period of time?
    You may apply for service suspension. Service suspension fee is calculated as a monthly fee of $5, whereas no partial payment is allowed. A customer may only apply for a maximum 6 months of service suspension within a service contractual period.
  10. What should I do if I decide not to renew my KyLinTV subscription when the contract is up?
    You must call KyLinTV customer service department at least 30 days before plan expiration.
  11. What should I do if I have questions regarding my billing, unsatisfied with the service or other needs?
    You can contact our Customer Service Department or visit http://v1.kylintv.com/care/. Our representatives will be happy to assist you.
  12. What is KyLinTV's office hour? Is KyLinTV open during holidays?
    KyLinTV customer service department works Monday to Friday from 9:00am to 1:00am (EST). There will always be Mandarin-speaking service representatives on duty. KyLinTV customer service can be contact by 1) phone number listed at Contact US; and 2) email: support@kylintv.com 3) eCare: http://v1.kylintv.com/care/
  13. Can I terminate my service contract early? What are the terms for early termination?
    Yes, you can, but it is not recommended. For the customers with 24 month monthly plan did not fulfill their contract agreements, KyLinTV will charge the customers a pro-rated fee at $12/month fee for all the remaining months on the contract, plus the promotion we’ve ever given to you. For the customers with 12 month pre-paid plan, there will be no refund for early termination of contract.
  14. How can I return STB to KyLinTV?
    You need to call KyLinTV customer service line and request the cancellation. After cancellation is confirmed, you can ship back the STB to KyLinTV.
    • For U.S. Customer, please return to:
      KyLinTV Inc.110-25 14th Ave, College point, NY 11356
    • For Canadian customers, drop offs in person are not accepted , please ship to:
      KyLinTV Inc
      5595 Roy Street, Suite 201
      Burnaby BC V5B3A5

 

KyLinVoice Ordering

1.    How many different packages does KyLinVoice offer? What is the price for each package?
KyLinVoice offers 4 packages

  • KyLinVoice Basic:  $4.99/month:  unlimited incoming call, $0.02 per minute for outgoing call to China, Hong Kong and Taiwan (exclude TW cell) and other countries. See per-minutes rate table for the rest of service countries.
  • KyLinVoice Plus:  $9.99/month:  unlimited incoming call and 500 minute to N. America and other selected countries.  If exceeding 500 minutes, pay per-minute rate.
  • KyLinVoice Unlimited: $19.99/month: Unlimited incoming call and outbound call minutes to US/Canada/China/HongKong/Taiwan(excluding TW cell) and other selected countries. If calls to non-selected countries, pay per minutes rate.
  •  See rate table here

 

2.    Does KyLinVoice require contract ? does it provide no contract plan?
Yes, there are 2 plans available: 12 months prepaid plan and 24 months fix term plan. However there is no contract required for KyLinVoice service if you also subscribe KyLinTV service, the fee will be charged monthly.  

3.    Do I need device to use KyLinVoice? Does KyLinVoice provide different type of devices?
KyLinVoice provides only 1 device in N. American and IP Adaptor is offered.


4.    Does KyLinVoice offer multiple device for one account ? What is the deposit or price for each device?
KyLinVoice provides only 1 device per account which requires $50 deposit. The deposit will be refund when we receive the returned device.

5.    How much is the shipping for the device?

Ship within N. America: $15 per device. Free shipping if ship with KyLinTV STB.


6.    Will I be charged tax on my order?

  • As required by applicable laws, KyLinVoice will be charged telecommunication Tax on transactions from below states in the United States and provinces in Canada: Telecommunication Tax will be charged on these items on your order:  Package subscription fee and any calling related charges.
    1. United States: California, Connecticut, Florida, Georgia, Hawaii, Illinois, Maryland, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Texas, Virginia and Washington.
    2. Canada: Alberta, British Columbia, Ontario, Quebec, New Brunswick, Nova Scotia, Newfoundland and Labrador.
  •  The KyLinVoice service Applicable Regulatory/Compliance Fees and Charges is at $2.35/month above the basic fee for your KyLinVoice account. It includes federal, state and local telecommunications regulatory fees and charges that we are collecting on behalf of federal and local government, and also includes E911 charges, System Access Fee, access charges for US and foreign publicly switched networks, DID cost and other related regulatory fees.   Please note that this fee excludes local and state taxes you should be already paying (if applicable).

 

7.    What are the accepted payment methods?
We currently accept Visa、MasterCard、Discover、JCB and AMEX. All charges are in US dollar. When you place your order, you need provide us your credit card and billing information. The credit card information will be securely saved in your account and used for automatic monthly billing.

8.    How soon will I receive the device after placing my order?
Depending on your location, you can expect to receive the adaptor within 1-7 days.

9.    How can I subscribe KyLinVoice Service?
You can call us at:

  • North America Toll Free: 877-888-8598
  • USA: 516-622-8400,
  • Canada: 647-933-8508


10.     If I am currently a KyLinTV customer, how do I add KyLinVoice service to my account?
You just need to submit your request at:http://v1.kylintv.com/kylinvoice/devices.asp and our customer service representative will be there to help you.

11.     Is there any early termination fee if I cancel before contract expires?
Yes, early termination $5/mo(unlimited package for $12/mo) multiplying the number of the months remaining for 24 months plan and customer shall also pay back the promotion discounted value enjoyed if any. No prorate, nor refund for 12 months prepaid plan. 

 

12. How do I receive my KyLinVoice telephone number?
KyLin will assign a local phone number to the account holder base on the personal address. You will get the assigned telephone number from the register email within 48 hours after the order is placed.  Besides the assigned local telephone number, each phone device will also have one 7 digits KyLin number which will be list on the device box for in account calling.



KyLinVoice Customer Care

1.    I don’t have KyLinTV service yet. Can I order KyLinTV and KyLinVoice bundle service?
Thank you for your support. You can absolutely order KyLinTV and KyLinVoice bundle service.

 

 

2.    I am an existing KyLinTV customer. Can I add KyLinVoice telephone service?
Thank you for your continuing support. You can Click Here for KyLinVoice product information and Click Here to add KyLinVoice service. Please contact KyLinTV customer service for more details.

3.    Can I order or keep standalone KyLinVoice telephone service?
You can order KyLinVoice standalone service without ordering KyLinTV. If you are with KyLinTV and KyLinVoice bundle service and you want to keep KyLinVoice only after the current contract with KyLinTV service expires, you may do it by paying the $50 IP device deposit.

4.    Does KyLinVoice provide China or Taiwan Local Number? How to use it?
China or Taiwan Local Number is a special feature offered by KyLinVoice that provides Chinese American and Chinese Canadian's with an extremely easy, convenient and affordable way to keep in touch with their relatives and friends in  mainland China and Taiwan. Besides a local US or Canada phone number you already have on your KyLinVoice, you can get an additional China or Taiwan Local Number. This means your KyLinVoice phone service comes with 2 phone numbers, one US/Canada number and one China or Taiwan number.   Your friends and friends in mainland China or Taiwan can reach you easily at your Local Number which is directly connected to your KyLinVoice Home Phone.

5.    How to get the China or Taiwan  Local Number? How much is the cost? 
You can simply apply for the China or Taiwan Local Number at  www.kylintv.com/ChinaNumber. After application, we'll send the Local Number to your email. You can also log into your KyLinVoice account to check the number or call our customer care line to lookup. No matter you are a new KyLinVoice customer or existing KyLinVoice customer, you can get one year free use of China or Taiwan Local Number. After one year, you only need to pay US$0.99/month to enjoy the service at no contract. No other fees will occur on you when your friends or relatives in China or Taiwan call you regardless your KyLinVoice plan. Your friends and relatives only pay local calling fee to local phone company.

6.    Can I change my China or Taiwan Local Number? 
Your number is a unique number that randomly assigned by default. Unfortunately we can't change the number for you.


7.    Why some of my China friends and relatives can't successfully dial my China Local Number?
China Local Number has covered almost every city and town in mainland China. However, there are still some areas that do not have access to China Local Number. KyLinVoice is working hard to cover these areas.

 

8.    Do I need to cancel my current home phone service?
You can either keep the current home phone service and add a KyLinVoice new telephone number and new service, or use our “Number Porting” service to port your home phone number to KyLinVoice and make KyLinVoice your only home phone line. If you choose the latter, to avoid losing your current phone number, please kindly do NOT contact your current phone company to cancel the service. You can simply apply Number Porting by fill out the “Number Porting Authorization Letter” when signing up KyLinVoice service. (After filling out and signing the letter, you may fax it to 1.877.888.8597 or email the scan copy to service@kylintv.com). We’ll take care of the rest of the procedure. A porting process normally takes 5-10 working days to complete, some exceptions may occur depending on the carriers. We’ll provide a temporary number for you to use KyLinVoice.

 

9.    What is devices warrantee policy? How to cancel the KyLinVoice service in 14 days risk-free trial period?
As long as you are still renting KyLinVoice IP phone devices from us, we’ll give lifetime warrantee, unless the device(s) are damaged due to improper operation by subscribers. From the day you submit your order, you can cancel KyLinVoice service in the first 14 days risk-free trial period by contacting our customer care. We’ll fully refund you the deposit for IP phone device(s) if applicable. You only need to pay for the fee to ship back the IP phone device(s). For KyLinVoice Basic plan customer, we’ll refund you the full monthly fee $4.99 if you cancel within 14 days, we’ll only charge you the per minute rate for all your outgoing calls; For KyLinVoice Plus Plan/Canada Plan/Unlimited Plan customer, if your outgoing calls total minutes are less than 150 minutes to countries that are included in the plan, we’ll refund you the full monthly fee; If your outgoing calls total minutes are more than 150 minutes to countries that are included in the plan, we’ll charge you for the minutes above 150 minutes. If you call to countries that are not included in the plan, we’ll charge you based on the international rate table.
 


10.    How do I pre-register or modify the two mobile/phone numbers associated with my KyLinVoice account so that I can use the “Mobile Dial Access” feature?How can I use this feature to make international long distance calls?
You can register or modify upto 2 mobiles/phone numbers through KyLinTV online account. Alternatively, you can contact KyLinTV Customer Service to help. When you make international calls, please dial KyLinVoice local access numbers first and follow by international phone numbers without PIN#. If the KyLinVoice plan you subscribed already includes some countries, your mobile dialing can also shares the plan and the mobile dialing minutes will be counted against the total minutes.  

 

11.    How to look up my KyLinVoice phone bill and call records? How KyLinVoice phone bill is calculated?
You can can login to your KyLinTV online account, or contact KyLinVoice customer care to check your KyLinVoice phone bill and call records. The telephone bill is calculated by per minute rate and based on North America Eastern Standard Time. We generate the telephone bill and call records on a daily basis.

 

12.    In addition to monthly fee of the KyLinVoice plan itself, are there any other monthly recurring fees?
Yes, in addition to the fee of the plan itself, you will be charged of additional minutes fee on the top of the plan (if occurred), sales tax, and US$2.35/month flat rate Applicable Regulatory/Compliance Fees and Charges. It includes federal, state and local telecommunications regulatory fees and charges that we are collecting on behalf of federal and local government, and also includes E911 charges, System Access Fee, access charges for US and foreign publicly switched networks, DID cost and other related regulatory fees.   Please note that this fee excludes local and state taxes you should be already paying (if applicable).

 

13.   Does KyLinVoice service provide 911 Emergency Dialing Service?
KyLinVoice provides E911 dialing emergency service which is certified by FCC. Please Click Here to keep your E911 service address most updated to ensure the proper function of E911 service. Please be advised that 1. E911 service is NOT available when there is a power outage in your home; 2. E911 service is NOT available on your relative or friend’s IP phones if they are using the “In-Account Free Calls” feature. It is important that you read the E-911 section under Terms and Condition, understand and inform all residents and guests of these important limitations and make alternative backup plans for emergency dialing.


14.    Can I suspend my KyLinVoice service?
You may downgrade your KyLinVoice service to basic plan at $4.99/month. You cannot suspend your KyLinVoice phone service. 


15.    Do I need to notify KyLinVoice if I move?
At any time, please Click Here or contact KyLinVoice customer care to update your E911 emergency service address if you bring the IP phone device with you. If you are moving to a new home, please contact us to update your service address and credit card billing address so that we can contact you and to ensure monthly auto-payment in good status. 


16.    How do I pay my KyLinVoice bills?
We do credit card auto-charge. Making payment with credit card is secure and reliable.


17.    I have multiple rooms. Can I have KyLinVoice service cover all my rooms?
KyLinVoice can cover all your rooms. You have two methods to do it.1. You may use cordless phone in your home. 2. You may connect the output of the IP phone adaptor to the phone jack on the wall so that all the rooms in your home has the phone signal (Please do consult KyLinVoice technical support before adopting this method.)


18.    Is there a contract with KyLinVoice service?
If you are with KyLinTV and KyLinVoice bundle services, you don’t need to enter into a contract with KyLinVoice. If you are with standalone KyLinVoice, you need binding into one year or two years contract and your KyLinVoice service will be renewed automatically yearly or monthly.  One year contract requires one year lump sum pre-payment from customer. 


19.    Can I change KyLinVoice plan before contract ends?
Yes, you can change the KyLinVoice plan at any time, unless it’s restricted by the terms of conditions of the seasonal promotion(s). 


20.    How can I update my credit card information?
You can update your credit card information online after Login at My Account on www.kylintv.com.You can also contact KyLinVoice customer care to update your credit card information.


21.    How to cancel KyLinVoice service?
You can simply contact KyLinVoice customer care at http://v1.kylintv.com/care/ to precede the cancellation request. 


22.    What should I do if I have concern or complaint to KyLinVoice billing or service?
You can simply contact KyLinVoice customer care at http://v1.kylintv.com/care/ and we’ll be more than happy to help you. 


23.    How do I contact KyLinVoice customer care when I am travel abroad?
You can log onto www.kylintv.com and select the region that you are located and find the hotline numbers. You may call us or send email to support@kylintv.com.


24.    Can I cancel KyLinVoice within the contract period? How do I ship back the IP phone device(s)? Can I ship the KyLinTV STB(s) and KyLinVoice IP phone device(s) together?
For one year contract KyLinVoice customer, you will not get partial refund if you cancel within one year contract period. For two year contract KyLinVoice customer, you will be charged an early termination fee if you cancel within the two year contract period. The early termination fee is $5 per month (unlimited package for $12/mo) for each remaining month of the contract plus the amount that you have saved during the initial sign up promotion. Please kindly contact KyLinVoice customer care whenever you are cancelling the service and we’ll give you detailed device return instruction. You may pack the KyLinTV STB(s) and KyLinVoice IP phone device(s) together and ship to us. Please kindly return the device(s) to us within 10 days to avoid device charge of $99 per IP phone device or Set-Top-Box. We recommend you at least keep the shipping receipts until you get the device refund.

1.       : The KyLinVoice service Applicable Regulatory/Compliance Fees and Charges is at $2.35/month above the basic fee for your KyLinVoice account. It includes federal, state and local telecommunications regulatory fees and charges that we are collecting on behalf of federal and local government, and also includes E911 charges, System Access Fee, access charges for US and foreign publicly switched networks, DID cost and other related regulatory fees.   Please note that this fee excludes local and state taxes you should be already paying (if applicable).

KyLinVoice Technical Support

1.    Can I keep my existing phone number?
If you want to keep your existing phone number, you need to submit a phone number transferring form in order to transfer number. A porting process normally takes 5-10 working days to complete, some exceptions may occur depending on carriers. During this process, you must not cancel your current phone service from your existing phone company to ensure not losing your phone number.

2.    Will it be affected when I am transferring the phone number to KyLinVoice?
When you are in the process of transferring phone number, your phone service will not be affected.

3.    When should I cancel my current phone service?
If you plan to get a new phone number, we recommend you to cancel your current phone service right after your KyLinVoice service is activated. If you are transferring phone number from your current phone service, we recommend you to cancel your current phone service three days after KyLinVoice service is activated.

4.    Dose KyLinVoice support E-911 emergency call?
KyLinVoice support E911 service under United States Federal Communications Commission (FCC).

5.    What is the requirement to use KyLinVoice service?
You must have high speed Internet service via Cable or DSL.

6.    How do I install KyLinVoice service?
A.    You need to connect your KyLinVoice Phone Adaptor to your modem (Modem); or connect your KyLinVoice Phone Adaptor to your router, and then connect your router with your modem.
B.    Connect KyLinVoice Phone Adaptor with a regular phone set.

7.    Can I the use KyLinVoice the service with wireless connection?
Yes.  First, you must have a wireless transmitter (for example, a router). Then you need to purchase a wireless adaptor from KyLinVoice. You need to log into your configuration page of your wireless transmitter and input your network name (SSID) and password (WEP/WPA/WPA2).  Once authentication is approved, you will be able to use our service via wireless connection.

8.    How can I go to the configuration page of my Phone Adaptor?
You can connect an Ethernet cable from “LAN” port of our phone adaptor to your computer.  Then you open up a browser on your computer and input http://192.168.10.1/user and open the configuration page. Please input “user” as username and “user” as password to access.

9.     How can I activate my Phone Adaptor once I received?
Your Phone Adaptor is configurated before we send out. You do not need to do any configuration unless you would like to connect your Phone Adaptor with wireless. If you need additional instructions, you can send an e-mail to support@KyLintv.com  or call the customer service center at 1-877-888-8598.

10.    Does my Internet Service support KyLinVoice phone service?
KyLinVoice telephone service is available to most broadband Internet service. This includes common household Cable or DSL service. In order to ensure your voice quality, it is recommended that you should have Internet service with uploading and downloading speed not less than 1 mbps.

11.    My Internet provider has bandwidth limit, will I exceed the bandwidth limit when I use KyLinVoice?
Our phone requires bandwidth at about 100 kbps. It should not affect much of your bandwidth.

12.     Can I send fax with KyLinVoice?
Our Phone Adaptor supports fax. You can use a regular fax machine to send fax by dialing the phone number.

13.     What phone features does KyLinVoice have?
In addition to inbound or outbound calls, KyLinTV support features include but not limited to caller ID, call waiting, three-way calling.

14.    Do I need to dial area codes for all outgoing calls, including the ones with my local area codes? Yes, you need to dial area codes for all outgoing calls.

 

15.    How to set up Caller ID Block?

  • Using Caller ID Block on a Per-Call Basis:  Lift your phone's handset and listen for the dial tone. Dial *67 before dialing numbers you try to reach. When you hear the confirmation tone, dial the number of the person you are calling. Your Caller ID information will be blocked to the person you are calling. 
  • Using Caller ID Block For All of Your Calls: Lift your phone's handset and listen for the dial tone. Dial *81. When you hear the confirmation tone,  hung up. Your Caller ID information will be blocked to all the person you are calling. 
  • Restoring Caller ID: Lift your phone's handset and listen for the dial tone. Dial *82. When you hear the confirmation tone,  hung up. Your Caller ID information will be displayed to all the person you are calling. 

 

16.    How do I set up Call Forwarding?
After you hear a dial tone, press *90 and then enter the full phone number (required before the area code "1").   You can press *91 to cancel the forwarding.

17.    How do I set up No Answer Forwarding?
After you hear a dial tone, press *92 and then enter the full phone number (required before the area code "1").  You can press *93 to cancel the forwarding.

18.    What should I do if KyLinVoice stop working?
You can start to reboot your network. You can unplug the power from all connected devices (including Cable / DSL modem, router, and KyLinVoice Phone Adaptor). You need to plug in your modem after 30 seconds.  Then you need to plug in your router after another 30 seconds.  Last, you will need to plug back your Phone Adaptor.

19.    Why my voice quality is not as good as usual?
You need to make sure your Internet downloading and uploading speed is not less than 100 kbps and no other users in your house using Internet excessively that affecting your service.  

20.    What should I do if I still have problem using KyLinVoice?
KyLinVoice provides wired and wireless connectivity.  If you have any question, you can contact us for technical Support.  You can find our contact number at http://www.kylintv.com/kylintv/us/eng/page/contact-us .

Live Chat
Live Chat System