Tech Support

Your Request

I have a technical problem on the BVB-TV website.

Questions & Answers

On which devices can you watch BVB TV? 

BVB-TV can be accessed on PCs, laptops and all mobile devices (smartphones, tablets, smart TVs (additional functions such as Internet capabilities), Google Cast, etc.).

Does BVB-TV have subtitles? 

Yes, this function is available on BVB-TV. In most cases, free German contributions are provided with English subtitles. Subtitles in German can be activated for contributions in other languages. If a video has subtitles, it is marked with "UT". These can be turned on under the video settings (bottom right of the video player):

Can I  also use BVB-TV abroad?

Yes, BVB TV can be received without national restrictions – we have active users from all over the world. We only ask you to note that depending on the country, different network qualities and possibly even Internet blocks can be expected. Live broadcasts of friendly matches are not available in some countries and can only be seen in re-live 12 hours after the final whistle. 

How can I test whether the videos from BVB-TV are running on my system? 

To test whether the system requirements are met, please watch one of the freely accessible videos. You can see this by the note in the top left corner "Free Video":

If this video plays without any issues, then all other videos on your system should also be flawless. The videos from BVB-TV are made available in different data rates so that the different devices (smartphone, tablet, PC) can call up the optimal quality of the video for you. However, depending on your internet connection, you may experience stuttering playback. In this case, please check whether a lower data rate is played back correctly on your device.

I have technical problems with BVB-TV. 

In order to be able to check your problem, we need further information from you: 

1. What kind of device (e.g. computer, smartphone, tablet) do you use? 
2. Which browser (e.g. Chrome, Safari, Firefox) is used? 
3. Which operating system (e.g. Windows 10, iOS 7, Android 6) is used? 
4. Which video did you want to watch and where is the problem (game, minute of play)?
5. What connection is used (mobile/WLAN/LAN/DSL) and how fast is it? 
6. Do you have ad blockers and/or tracking blockers enabled? 
7. Have you installed the browser add-on "NoScript" ? (This would have to be deactivated in order for Javascript to work on the website and for you to be able to watch the videos in the video player.)

Please email us this information to service@bvb.de . After receiving this information, we will carry out an audit and get back to you as soon as possible!

Can I please have the Netradio commentary on the soundtrack for the re-live games of BVB-TV? 

That was actually an idea at the beginning of the BVB TV web platform. Unfortunately, this cannot be implemented technically, otherwise the entire first half would not be available directly after the game, but much later. As a compromise, we have created the Netradio highlights, which we hope you will also like and enrich the match pictures with a certain pinch of BVB Netradio. 

The stream of the game on BVB-TV does not run smoothly, despite a good DSL line, the stream sometimes stutters. 

Please let us know which video it is. The error can be narrowed down more precisely if we have the following information: 

• which video and 
• at which point the video does not work, 
• which format you have set, 
• which device and operating system you are using,
• which browser/version you are using.

Please email us this information to service@bvb.de. For videos that are currently still loaded, it can sometimes take some time for the upload to be fully and fully compatible. 

If the video doesn't play smoothly, it can be helpful to clear your browser's cache to free up space. To do this, press "Ctrl" + "Shift" + "Del".

Please make sure that a stable internet connection is available. Try watching the video with a different browser for a short time. 

Please also update your graphics card if necessary.

The videos have poor quality or sound and image run asynchronously after some time.

To investigate the matter, please send us an e-mail to service@bvb.de and let us know with which posts and in which quality level (gear symbol – HQ, MQ, LQ, HD) the problems occurred for you. Please explicitly select one of the quality levels, taking into account the available internet connection:

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