Frequently Asked Questions

What do I need to access live or on-demand broadcasts?

Desktop computer users will need Flash 10.0 or greater and an Internet connection with a download speed of at least 1.0 Mbps (1,000 Kbps) for video broadcasts and 50 Kbps for audio-only broadcasts. You can measure your connection speed at

How do I access archived broadcasts?

All archived broadcasts will be available in the "On Demand" tab of the portal. Keep in mind that our staff manually edits and prepares most audio archives before they are posted to the portal, so please allow up to 72 hours for those to post. Video archives are generally available almost immediately following the event. Keep in mind that many schools choose not to archive some or all of their events.

Why am I experiencing low-quality audio or video?

If you're experiencing buffering, which occurs when the video or audio continually starts and stops, please ensure you have sufficient bandwidth and computer resources available. Buffering can also occur if there are connection issues on-site, though a message will generally be posted in the portal if this is the case. If you're not experiencing buffering, but encountering other issues, such as pixellated video or distorted audio, there are very likely issues at the originating site. We work proactively with our partners to address these issues and are generally able to resolve them in a timely manner, but certain conditions are outside our control. Please use the "Support Request" link at the bottom of the portal if you're experiencing quality issues and don't see any messages in the portal regarding technical difficulties.

Who do I contact with a complaint about the broadcast production?

If you don't have any issues with the quality, but have a complaint about an element of the production, you can use the support request link at the bottom of the portal to contact us. While Stretch Internet does NOT produce the broadcasts and makes no warranties about the content of any broadcast, we can relay your comments or concerns to the school producing the event. Examples of production-related complaints include poor camera operation, mispronunciations, factual inaccuracies, etc.

Can I enlarge the video?

You can choose to enlarge the video by clicking on either of the "View larger" or "View Fullscreen" icons underneath the video player. Keep in mind that the quality of the video may decrease slightly when enlarged. Depending on your hardware, you may be able to output our video streams to your television. Please check your computer and television user manuals for more information.

Can I access broadcasts on my mobile device?

Our streams are currently supported on the iPhone platform, which includes the iPhone, iPod Touch and iPad. Our streams will also be compatible with mobile devices that fully support Flash 10.1 as soon as manufacturers have fully tested and ported the software to their devices. Keep in mind that you still must have sufficient bandwidth available to your device to access our streams. While audio-only streams do not require much bandwidth and can generally play back even over the slower AT&T Edge network, video streams will generally only play back smoothly with a solid 3G or wireless connection.

Why are live stats not available for every game?

Our live stats modules utilize XML code generated by the software used by the majority of NCAA institutions. However, the only sports that include live stats output are soccer, field hockey, volleyball, basketball, ice hockey, baseball, softball and lacrosse. Additionally, most schools only provide live stats for home games, and that can also be contingent on the availability of a high-speed Internet connection.

Why are the live stats not synced up with the audio or video?

Streaming traffic uses a different protocol and transfer mechanism than live stats, so it's virtually impossible to guarantee a perfect sync between the two. Also keep in mind that the stats might not be entered immediately on site, which can result in delays in the live stats.

Why are the live stats frozen?

If the on-site stats computer is experiencing technical difficulties, the live stats will not update. We contact our schools when the stats have not been updated for 5 or more minutes, but you're also welcome to contact us using the support link if you think there might be an issue..

How do I purchase an passport to access an event?

You can purchase a passport at any time simply by clicking on a "Watch" or "Listen" link, registering for a new account (or signing in to your existing account) and entering your billing address and credit card information. Once your purchase is complete, simply click on the "My Events" tab and you'll be able to access the event up to 15 minutes prior to the scheduled start time. If the event is archived, your purchase also authorizes you to view the event on an on-demand basis.

Is my information secure?

Stretch Internet takes every precaution to protect our users' information. When users submit sensitive information via our website, your information is protected both online and off-line. When our registration form asks users to enter sensitive information (such as credit card number), that information is encrypted and is protected with the best encryption software in the industry - Secure Socket Layers (SSLs). While we use SSL encryption to protect sensitive information (like your credit card information) online, we also do everything in our power to protect user information off-line. All of our users' information, not just the sensitive information mentioned above, is restricted in our offices. Only employees who need the information to perform a specific job (for example, a customer service representative) are granted access to personally identifiable information.

What is your refund policy?

Stretch Internet will refund single-event passport fees for live or on-demand audio or video subscriptions in full if, and only if, a) there are confirmed, authenticated issues originating solely with the Stretch Internet services, including network downtime and/or latency, b) the broadcasting partner experiences technical difficulties which result in transmission quality deemed as low or unacceptable by the Stretch Internet support staff, and/or c) the broadcast is canceled or postponed before the completion of the event. Furthermore, the issues outlined above in (a) and (b) must persist for a sustained minimum of fifteen (15) minutes during any broadcast for a refund request to be considered. If the end-user has purchased a season or all-access that includes the event in question, a pro-rated refund will be issued per the end-user's request. Stretch Internet will attempt to remedy any issues that may be occurring on an end-user's local computer, mobile device and/or network, but cannot provide refunds should efforts not result in a satisfactory solution. For this reason, end users should always access the demonstration audio or video and make sure their systems are compatible with the minimum requirements outlined in the Stretch Internet FAQ section. Furthermore, under no circumstances will a refund be issued if the Stretch Internet technical support staff is not contacted DURING the broadcast so as to allow the support staff a chance to remedy any issues encountered by the end-user in a timely fashion.
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