Customer Service and FAQ

If you require assistance you can reach either one of us:

For billing support: or

Q: Who do I contact for billing support?

A: To get support for your EPOCH subscription click here. To get support for your VEROTEL subscription click here.

Q: What do I do if I’ve lost my password?

A: To retrieve your EPOCH password click here. To retrieve your VEROTEL password click here.

Q: Who do I contact for support issues?

Please note – replies to your Support Tickets can end up in your Bulk or Spam Mail Folder – please check this if you have submitted a support ticket for responses to your issue. Note also we answer every support question within 24 hours maximum.
To get a quicker answer to your question please be sure to include:
- your operating system
- what browser you are using
- the email address you used to sign up with
- if you are using firewall software and what it is

Q: Watching our videos

A: There are two ways that you can watch our videos – You may DOWNLOAD and play our video from your computer hard drive, over and over again. Or you can stream them. To download you need to click on the “DOWNLOAD” button of your choice and then “SAVE TARGET AS”.

Why would you want to do this?

For lots of good reasons!
If your ISP charges you for downloading, you only have to download the video episode once (instead of every time you want to watch it)

If you’re on dial-up you can still watch the 1200k videos (they’re much better quality)

Sometimes the internet becomes congested, which causes video streaming to fail. By downloading the video first and then watching it you always have a smooth experience.

After the download of the iPod/iPhone is finished, what shall I do next to transfer the output files into my iPod?
Do you have iTunes installed? It is a must. The transfer must be done by this tool. Please download it from here. It’s FREE.

Q: Can I watch your video on a MAC?

A: Yes, you can watch our streaming videos they are in flash format 700 kbps (H.263) and 1200 kbps (H.264). Also you can download either the version Quick Time, Ipod, Iphone or MP4.

Q: Why isn’t the picture quality the same as on TV?

A: Internet bandwidth is an important part of video streaming delivery and playback. We have made each episode available in two formats: 700 kbps “narrow band” and 1200 kbps “broadband” ( for ADSL, ISDN, T1…). Bandwidth requirements for 700 kbps are such that it reduces the quality of the images and sound when compared to television broadcast quality. The quality of video streaming through 700 kbps modems and standard telephone lines may therefore be poor, whereas the quality through 1200 kbps broadband will be greatly increased.

Our streaming videos have been optimised for viewing on Flash Player 9. You can update for FREE your Flash Player by clicking here.

Q: Why are there occasional gaps in the video stream?

A: You may experience streaming problems as a result of internet congestion. It is likely to be temporary.

Q: Why can’t I view any of your Videos?

A: Please make sure that you have a recent browser version (we recommend Internet Explorer 6.0 or higher), and you have Flash Player 9 or above installed. Additionally, you may not be able to access the content if you are operating a firewall. You may need to review your proxy settings that will enable access. Our footage has been optimised for viewing on Flash Player 9 and above. If you haven’t already done so, we recommend either update or install the Flash Player here. It’s FREE.

Q: What do I need to access the videos?

A: Ensure that you have a recent browser version with JavaScript enabled (we recommend Internet Explorer 6.0 or higher, Mac Safari 2 or higher or Firefox 2 or higher), and you have Flash Player 9 installed. Note, if you downloading Flash Player through Firefox, make sure to close your browser before installing Adobe Flash Player.

Q: Are there any known streaming quality issues?

A: Members may encounter issues with video streaming quality due to the distance and multiple networks and ISP’s that he data has to be transferred through in order to reach your computer. These issues are not unique to and are not related to the quality of the video content available on the site. Many factors can affect the viewing quality of audio and video streaming. For example:

The user’s computer and its ability to playback audio and video content — from processing power and graphics cards to quality of speaker, modem and so on.

The ISP (Internet Service Provider) of the user.

The connectivity ‘hops’ to access a streaming server and playback the audio and/or video content. Some users may be come through to the streaming server via many hops. The audio and video playback quality could be affected by this.

Connection speed of the user (this may not be guaranteed by ISPs)

Q: What requirements do I need to enjoy the audio and video your videos?

A: Operating Systems:

Windows Vista

Windows XP

Windows 2000

Mac OSX 10.3 or higher

Modem Speed:


Pentium III (450mhz minimum)

We recommend PIII or above, 500MHz with 500M RAM as a minimum

Colour Depth:
256 colours

Browser Version:
Internet Explorer 6.0 and Firefox 2.0 and Safari 2.0 and above

Browser Plug-Ins:
Microsoft Windows Media Player 10 and above

Macromedia Flash Player 9 and above

Q: How can I check what Flash Player version I have?

A: Please follow this link to see the Flash player version.

Q: How can I check what browser version I have?

A: Click the “Help” button on the browser and go to where it says “About Internet Explorer or Firefox”.
For Safari go to Menu – About
Upgrade your Internet Explorer here or Firefox here or Safari here. It’s FREE

Q: How do I contact you?

A: You can contact us by lodging a Customer Support Ticket – click here.
Or you can email

Please note – replies to your Support Tickets can end up in your Bulk Mail Folder – please check this if you have submitted a support ticket for responses to your issue. Note also that we do not have 24 hour support so please be patient.

Q: Can I use an old login name to re-subscribe?

A: Unfortunately a login name can only be used the once. Our database stores login names indefinitely so each one can only be used the one time.

Q: Note to AOL users

A: It is recommended that you do not use the AOL browser – it can cause issue with streaming and third party content.

Q: Trial Memberships

A: A Trial Memberships are not offered.

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