Hello Amy,

I am currently using your free trial to watch the tv.  I have to say that I like the selection of channels.  But the picture quality of the non-HD channels is not very good.  I tried switching from wireless to wired connection on my roku and that didn't help.  I have AT&T uverse with 18M downlaod/1.5M upload which I believe is above the recommended internet speed for your service.  Is it just me? or can the picture quality be improved?  The HD channels looks nice except for 民視 which i get pixelation quite often.   I tried using my IE or Chrome browser to watch the program and the quality wasn't great there either.  I confirmed that there's no concurrent internet usage when I was watching the program.

Can anything be done on your end to improve the quality of the picture?

btw, I am currently using KylinTV and the picture there was much better (non-HD).  I am really looking forward to switch to you guys because of all of the Taiwanese channels that you guys provide.

Thanks,
Tom

Hi Tom,
Thank you for admire our service and the detailed description. In short, the end solution would be having more HD signals, which is happening as Taiwan already goes full digital this year.  And we are committed to stream them as soon we can get it.

Purely for picture quality improvement, what we can do is to lower the compression and provide higher bit rate in the high profile of the adaptive settings. However there are still many factors today that we still need to concur:

1. Internet bandwidth/ speed: as much we like to push out higher bandwidth per signal, there're still too many traffic jam amount either customer's side or ours that cause lagging or jigger.  When it happens, it's better to have smooth streaming rather than stops.  

2. Funding: bandwidth is still take away 60% of our operating cost.  We believe the trend is that the cost will get lower.  In the min-time, having more subscribers would lower the cost per viewer. And allow us to continue to improve while meeting the marketing expectation.

We are always in improving mode - please bear with us in the mid-time if something's not yet perfect.  We are committing to build the platform so please do let us know your comment/suggestion. We will do everything we can to make the platform better.

Thanks,
Amy Lam
5ik.TV

Hi Amy,

Thank you for your prompt response.  In fact, one of the greatest thing that you guys offer besides a great selections of Taiwanese channels is your customer service.  I don't think I've ever had faster response elsewhere.  You guys' willingness to help and work with your customer is one of the quality that none/few companies would offer.  I thank you for your answer and looking forward to be your customer soon.

Regards,
Tom

Hi Tom and all,
Not a problem. This is what we should do.  Please continue to let us know your thoughts.

Amy Lam
5ik.TV