Help

F.A.Q.

Question: What is the benefit of a subscription?

You get to watch all the films on the site whenever you want for however long you remain a subscriber. After you have subscribed for six months continuously you qualify for a six month subscription, and a free joiningthedocs.tv t-shirt and members pack.

Question: I can’t access the service because my browser has blocked Cookies. How do I enable Cookies in Internet Explorer 6.

Locate the Tools menu in your internet browser, then select Internet Options. Click the Privacy tab. Move the slider bar down to "Low" to enable cookies. Click the “OK” button

Question: What does bandwidth and bit rate per second mean?

By bandwidth we mean the speed of the internet connection between your computer and our server. A subscription with 1 megabit per second is equal to 1024 kilobits per second (kbps).

Question: I can’t see the picture or the picture jumps

Check the capacity (bps) of your internet connection. You can check the speed of your broadband connection by going to www.myspeedtest.net. If you are getting a result of less than 512 kbps we recommend that you upgrade to a broadband subscription with higher capacity or contact your broadband supplier for advice as to what steps you can take to improve the performance of your broadband connection.

Question: My computer is connected to the Internet via my company network.

Company network settings can sometimes affect video playback. Contact your network administrator and ask him or her to help.

Question: I have a firewall

You can use a firewall with the site, but depending on how your firewall is set up, you may need to make an exception in the firewall system settings to allow the site to function properly. Firewalls exist within Windows XP, Vista and as 3rd party software. Search their help sections about creating a new rule or exception for a website.

Question: I can only see the picture at 300 kbps but I have broadband with 2 mbps.

Every time you log in, the site checks your current connection speed and sends you trailers or the film itself at the most appropriate quality. Your connection speed can vary a great deal throughout the day depending on what others are doing on the network or if you are using your connection for any other uploading/downloading tasks. Your broadband provider might also be having issues within your area and it's worth checking with them.

Question: I have registered but my pin code doesn’t work

The cookie which contains your details is saved on the computer you used when you registered. If you want your user details on another computer you can do this in “My Account” or when you see the error message on the screen.

Question: Does it cost anything to register?

No

Question. How will this be billed on my credit card account?

The name you’ll see on your credit card statement is MPS Broadband.

Further help and support

The joiningthedocs.tv site is going through changes both behind the scenes and front of house over the next few months. We want the site and your experience to be as solid and enjoyable as possible but realise that changes will create temporary issues.

So, please get in touch if you've had any issues with watching or purchasing any of our films and we'll endevour to set things right.

In the first instance, please email us at:

info@mercurymedia.org

Please give as much detail about your issue, ideally with your login details, date of film purchase(s) and any steps you may have taken up to that point to remedy the situation. Alternatively, please write to us at:

Support Department

MercuryMedia

6 Baseline Studios

Whitchurch Road

London W11 4AT, UK