Frequently Asked Questions

Do I need Route Shipping Insurance?

As of 4/15/19 we now offer Route Shipping Insurance during checkout. Route charges 1% of your total order value to insure your order during the shipping process. If you order is damaged, lost or stolen during the shipping process and you have added Route Shipping Insurance, We will ship out another order to you. However if you choose to decline Route Shipping Insurance and you package is damaged, lost or stolen during the shipping process you will need to file a claim with the shipping carrier. We highly suggest utilizing the Route Shipping insurance as it is cheaper and more efficient than the Carriers Insurance. We will do our best to help you with trying to recover a lost or stolen package, but are not responsible for lost or stolen packages if the customer declines the additional shipping insurance through Route.

When will my order ship?

We ship all orders within 48 hours. We will process all orders received on Friday, Saturday, Sunday or holidays on the next business day. This includes FedEx Priority Overnight orders made on the weekend. These orders will be shipped out the next business day.

How long will it take to get my order?

Depending on if you reside in the US or Internationally. If you are in the US, 2-5 days are average delivery times. If you are an International customer, 7-21 days but can vary depending on your countries importation rules and customs department.

What shipping carriers do you use?

We ship either USPS or FedEx depending on locations and cost.

How can I track my order?

Once your order has been shipped, you will receive an email with the tracking number and carrier. You can track your order on the couriers website.

Where do I enter my discount code?

Once you have made it to the Checkout page (not Cart), you will see a “Discount” box on the right side of the page. Input your discount code here and click “Apply”.

What are the shipping rates?

All orders over $100.00 are free shipping. International orders are calculated at checkout with real time costs.

Where do you ship?

Anywhere in the world – however certain countries do not allow for the importation of products from the United States. We will not ship to these countries.

What about Customs Fees?

It would be nearly impossible for us to calculate Customs Fees for every international order that we ship out, therefore, the fees are your responsibility. Make sure you know what you have to pay before you place your order with us. We do not pay any customs, importation or VAT fees. These fees are solely on the customer to pay.

How can I change my order once it has been placed?

There are two ways you can change your order once it has been placed. Call us at 1-888-963-9105 or email us at info@skystreamx.com. Be sure to reference your order number and we will be able to assist you.

How do I return an item or get a refund?

We offer a 14 day money back guarantee on all boxes. If you are not satisfied within the first 14 days, either call us or email us and we will be happy to assist you with your return. We also have a 1 year warranty on our products, so if something happens and it stops working, call us or email us and we will take care of you. Return shipping is the responsibility of the customer when returning a product for a refund. This includes international orders. Local Antennas are not eligible for returns and are not covered in the 14 day money back guarantee.

What are my payment options?

We accept Visa, Mastercard, Discover, American Express & the option to checkout using your Amazon account or PayPal account. We also accept Bitcoin, Bitcoin Cash, Ethereum and Lite Coin.

How do I cancel my SkyStream Extended Care Plan Subscription?

The easiest and fastest way to cancel the subscription plan is to email us at info@skystreamx.com or call us at 888-963-9105. We will handle the rest.

Where can I purchase SkyStream Android TV Boxes?

We sell our boxes on our website (which is where you are now) or on Amazon.com and Ebay.com.

Can I order a SkyStream box by phone?

Absolutely! Give us a call at 888-963-9105 and one of our streaming specialist will be able to assist you.

How safe is ordering online from your website?

Our site is fully secure with SSL and 256 bit encryption - consider our security as stong (maybe even stronger) than your banks!

Does the SkyStream get local channels?

Skystream Streaming Media Players do not receive local channels. We suggest getting a local HD antenna that is designed to get local channels through the air. We sell two different Models of the US made Mohu brand.

Can the SkyStream be used on multiple TV’s?

The SkyStream Players can run one TV at a time. However due to its small size and ease of hooking it up it can be moved from TV to TV very easily.
Tip – If you connect an extra HDMI cord to your second TV you will only need to transfer the SkyStream Player and the power cable to your second TV. This will save you the trouble of moving the HDMI cable each time you want to switch televisions.

Can multiple SkyStream’s be used in one household on one internet connection?

Yes, Multiple SkyStream’s can be used at one time off of the same internet connection. Please note that multiple SkyStream’s running at the same time will demand a faster internet connection. We recommend 10 Mbps per unit. So for 2 units we would recommend a 20 Mbps internet connection or more.

Can I use Netflix, Hulu, Amazon Instant Video or other streaming services?

Yes you can use services such as Netflix or Hulu using their apps from the App store. A subscription to any of these services are required to use their respective apps. Skystream devices do not circumvent any subscription based streaming services in any way.

Do the SkyStream Android TV Boxes have Bluetooth?

Yes, the SkyStream Three Plus comes with built in Bluetooth.

What Operating System does the SkyStream Three and Three Plus run on?

The SkyStream Three and Three Plus runs on Android Oreo 8.1.

What else can I do on the SkyStream TV Boxes besides watch TV Shows, Movies and Sports?

Because the SkyStream TV Boxes run on the Android operating system you can do everything you can do on an android phone or tablet. You are able to download any of the 800,000+ android applications from the app store. You can surf the web, watch Youtube videos, check emails, make Skype calls (Compatible webcam required), Social Media, play games (We recommend a USB gaming controller,) and just about anything else that a normal android device can do.

Is there a warranty on the SkyStream Android TV Boxes?

Yes, every SkyStream TV Box is quality tested before it ships out to a customer. We offer a 1 year warranty on each unit (Physical damage and Water damage caused by the customer is not included in this warranty.)

What is SkyStream's support policy?

All SkyStream customers can find valuable device set up, streaming and support information with our comprehensive set of articles and technical troubleshooting steps at SkyStream Support. Additionally, customers can visit our customer run Facebook page for after-hours support.
SkyStream offers agent-assisted chat, email and phone support to customers for the first 90 days. After your initial 90 days have passed, you will have access to agent-assisted chat and email. If you require or would like longer phone support, we offer our SkyStream Extended Care Plan which gives you priority support via phone, chat and email for only $3.99/month.
SkyStream offers a limited one-year warranty for defects.

Do you offer technical support and customer support for your products?

We offer both technical support and customer support via email, phone, and chat for the first 90 days. After your initial 90 days have passed, you will have access to technical support/customer support via email and chat only. If you are interested in extending the phone support, you can enroll in our SkyStream Extended Care Plan for only $3.99/month.
Email Address – info@skystreamx.com
Phone Number – 888-963-9105 9AM-5PM Mon–Fri – EST

Are your products able to record video content like a DVR?

No, our Streaming Media Players do not offer downloading or a DVR service. Our media players are designed and sold as on demand streaming devices.

Can I connect an external hard drive to my SkyStream?

Yes you can connect an external hard drive to our SkyStream models via a USB cord. However some external hard drives draw too much power for the USB port to provide. This can happen with large external hard drives of 1 Tb or bigger. In this case you will need to provide your external hard drive with an external power source. These products can be found at almost any electronics store.

Is there a parental control program on the SkyStream that can block content by rating?

Unfortunately the media center is not able to block content by rating. However within the media center you can set a master password that need to be entered in order to be able to open certain genres of content. For example you can place a password on video content, but leave music content open.

Are there any extra charges or monthly fees that I would need to pay for?

We do not charge any monthly fees. However paid subscriptions are required for certain streaming services like Netlfix, Hulu and Amazon Instant Video.

What should I use to control my SkyStream and navigate through it?

The SkyStream Three and Three Plus comes with a standard remote control. We suggest purchasing the SkyStream Air Mouse for better functionality when using the box.

My SkyStream Android TV Box doesn’t turn on?

Make sure the power plug is pushed into the SkyStream all the way and the other end is plugged into a wall unit that has power. If both ends of the power cord are connected properly and you have tested it on multiple power outlets and the unit is still not turning on. Please contact customer service at info@skystreamx.com or 888-963-9105

The SkyStream Android TV Box is turned on but I can’t see anything on my TV?

Make sure that the HDMI cable is plugged in all the way for both the SkyStream and your TV. Make sure your TV is on the correct source for the HDMI input that the SkyStream is plugged into.

The display on my screen is too big or too small

Click settings. Click Display, Click Screen position. Adjust until the screen fits your TV using the plus and minus symbols and then click back.

My Wifi isn’t working

Click settings. Click Network. Click Wifi, Click on your Wifi network. Enter Password (Make sure the password is correct, Click symbols to add any symbols that may be in your password)

I am completely unfamiliar with the Android Operating system. Can you help?

If you are completely unfamiliar with how to use the Android Operating system or how to use a certain Android feature please search the internet for a guide to using Android or search the internet on how to use the feature that you are trying to use. There are many sources on the internet that offer excellent tutorials on how to fully utilize the Android operating system.

How to do I hook up my USB wireless keyboard and or mouse to my SkyStream Android TV Box?

Simply plug in the USB dongle that comes with your wireless USB keyboard or mouse into one of the USB ports on the SkyStream Android TV Box. You do not need to reboot your SkyStream Android TV Box, your USB device should begin working once you have plugged in your USB device.

How can I hook up a bluetooth device to my SkyStream Android TV Box?

To enable Bluetooth click on Settings, Add accessory. Now turn on Bluetooth. The unit will start searching for Bluetooth devices. Follow the pairing instructions for the Bluetooth device you are trying to connect and you should be good to go.

Can I hook up my SkyStream Android TV Box to a home network or other media center devices such as computers?

While this is possible to do, we do not support or offer customer support for this feature. There are many websites that offer support to do this, but we do not sell the SkyStream Android TV Box to do this. If you want to hook up the SkyStream Android TV Box to a home network we suggest researching online to figure out how to do this. SkyStream does not offer support in doing this.

Can I upgrade from the version of Android that comes on My SkyStream unit?

The version of Android that is on your unit is currently the most stable version of Android for TV Boxes. The version of Android is chipset specific and cannot be updated.

Adjusting Display size for your TV

Click Settings. Click Display, Click Screen position, Press the Minus and Plus symbols to adjust the display to your TV. Click back.

Adjusting Date & Time

Click Settings, Other, More Settings, Scroll down to Date & Time and click on it, Click Automatic Date & Time, or adjust manually. Also make sure to adjust the Time Zone to match your location.

External Hard Drive Connection

Here is how to connect an external hard drive to your SkyStream.Plug the USB cord into one of the USB ports on your SkyStream Android TV Box. Connect the other connection plug into your external hard drive.

My SkyStream will not boot up / 4 colored circles / boot logo

If your SkyStream Android TV Box gets stuck booting up this is what you might see.

The SkyStream Logo
Elite Mods Logo
4 Colored circles spinning

The first thing to do is to unplug your unit from the power supply. Let it sit for 30 seconds. Plug the unit back in.
Your unit should boot up back to the home screen after running through the boot sequence.
If you unit still gets stuck on the boot sequence please contact us at info@skystreamx.com or call 888-963-9105.

Checking Internet Speed / Running a Speed Test

As your SkyStream relies on your internet connection to stream video content, it is very important that you have a reliable and fast internet connection.
Here is how to check and see how much internet is getting to your SkyStream unit.
Go to all apps, Scroll down until you see the Speedtest app. Click on the speedtest app. Click begin test. Let the test run and see what speeds you are getting.
For optimal streaming you should have over 10,000 Kbps or 10 Mbps Download. Upload speed is not as important as Download speed.
If you are getting less than the recommended speed posted above here are some options.

Move your Wifi router closer to the SkyStream unit.
Reset your Internet Modem by unplugging it for 30 seconds and then plugging it back in.
Contact your internet provider if you are not getting close to the amount of internet speed that you are paying for.

External Hard Drive won't power up when connected via USB

Some larger external hard drives, usually 500 Gb or larger draw more power to be able to run then the USB ports on your unit can produce.

If the external hard drive you are trying to connect will not power up when connected to the USB port you will need to purchase a USB power source that can power the external hard drive. This will give the external hard drive the amount of power it needs to operate. You can then connect the external hard drive to the SkyStream and access all of your files.

Does SkyStream offer any Live TV options?

Yes! SkyStream recently started to offer over 70 Live HD Channels with 50 hours of DVR and a 7 day replay option. Everyone can take advantage of the 7 day FREE trial that SkyStream offers. If you want to give it a try, go to www.SkyStreamTV.com and sign up for your 7 day FREE trial. The SkyStream TV application already comes pre-loaded on your SkyStream box. If you don’t have it on your SkyStream box, then head to the Google Play Store and download SkyStream TV.

Does the SkyStream Live TV Stand Alone Application work outside of the United States?

Unfortunately the SkyStream TV Live TV service only works in the United States. However our Streaming Media Players work worldwide.

Contact

Chat

Mon-Fri 9am-5pm ET

Email

info@skystreamx.com

Mon-Fri 9am-5pm ET

Call

+1 888–963–9105

Mon-Fri 9am-5pm ET