Frequently Asked Questions

General

What is Rogers NHL LIVE™?

Rogers NHL LIVE™ is a subscription streaming product, available within the NHL app and NHL.com that allows you to livestream over 1,000 national and out-of-market games on your smartphone, laptop, connected devices, or tablet.

What content am I getting with a subscription to Rogers NHL LIVE™?

With your subscription to Rogers NHL LIVE™ you get access to over 1,000 national & out-of-market regular season games, the Bridgestone Winter Classic®, the Coors Light Stadium™ Series and the entire 2019 Stanley Cup Playoffs

Note: Preseason games are not included for the 2018-19 NHL season

I’m getting a message that says, “You do not have access to view this content.” Why?

Games will not start until the time listed and will result in a message displaying, “You do not have access to view this content”  until that time.

What devices is Rogers NHL LIVE™ available on?

Rogers NHL LIVE™ subscriptions can be accessed through the NHL app on Android smart phones and tablets, iPhones and iPads, desktop computers, Apple TV (3rd Generation and later), Xbox One, PlayStation 4, Roku and Google Chromecast.

Please note: As of the 2018-19 NHL season, Xbox 360, PlayStation 3 and 2nd generation Apple TV’s are no longer supported devices for Rogers NHL LIVE™. 

What is the difference between Rogers NHL LIVE™ and Sportsnet NOW™?

Rogers NHL LIVE™ and Sportsnet NOW™ are opposite products from one another, serving two different types of sports fans. For example, if you are a Calgary Flames fan, but you live in Montreal, you cannot watch Calgary games because Montreal is the local team (known as the “in-market” team). If you wish to be able to watch your team’s games, but they’re not the in-market team, Rogers NHL LIVE™ is the product for you. For an explanation of NHL blackout rules, click here > Sportsnet NOW™ is the opposite. If you are a Calgary Flames fan and live in Alberta, the Flames would be your in-market team. As a result, Sportsnet NOW™ is the product for you. For more detail on differences between Rogers NHL LIVE™ and Sportsnet NOW™, click here >

*Note: Sportsnet NOW™ is also available free for those with Sportsnet in their TV subscription, with participating TV providers. To find out if your cable or satellite company is a participating TV provider, please visit www.sportsnet.ca/now/faq.

What is the difference between Rogers NHL LIVE™ and NHL Centre Ice?

NHL Centre Ice is a similar product to Rogers NHL LIVE™, but is only available in TV subscriptions, whereas Rogers NHL LIVE™ is available via internet subscription. Like Rogers NHL LIVE™, NHL Centre Ice comes with the ability to watch out-of-market games. It comes with a number of subscription options (including full season, half season, etc.), but does not include the Stanley Cup Playoffs. For more details on NHL Centre Ice, please visit: http://www.rogers.com/web/support/nhl/centre-ice/4

Are there regional blackouts in Rogers NHL LIVE™?

Yes. Regional blackouts are a mandate of the NHL, designed to cultivate and protect a team’s home market. Regional rights are taken by the team and sold to a broadcaster. Each team has between 40-60 regional games per year. The remaining games are what is known as a “national” game, which is a game that can be viewed by anyone, from coast-to-coast, like Hockey Night in Canada. For an explanation of NHL blackout rules, click here >

Are there blackouts in the Stanley Cup Playoffs?

No. Every game of the Stanley Cup Playoffs is a national game and therefore does not have any blackouts.

What is the difference between “in-market” and “out-of-market” games?

Out-of-market: Games that do not feature the local team. Example: wanting to watch a Leafs game while living in Vancouver.

In-market: Games featuring the local team. Example: watching a Montreal game in Montreal. Rogers NHL LIVE™ is predominantly an out-of-market product. It allows people to follow their favourite team, if they are not a fan of the in-market one. In addition, it provides hundreds of other national games (such as Wednesday Night Hockey, Hockey Night in Canada and Rogers Hometown Hockey) and the Stanley Cup Playoffs.

Note: It is still possible to watch the in-market team in Rogers NHL LIVE™, if you have a cable or satellite subscription that includes Sportsnet, TSN, TVA or RDS, with a participating TV provider. For an explanation of NHL blackout rules, click here >

I have the NHL app from last year, but it’s not working? I can’t watch games, what do I do?

The NHL App is re-launched each year before puck drop on the regular season. 

  • If you’re on an Android device please update your NHL app and it will be replaced with the latest version.
  • If you’re on an iOS device please visit the App Store, search for “NHL” and download the new app to your device

Are any games available to watch for free?

Yes. This season, Rogers NHL LIVE™ is continuing the tradition of making Hockey Night in Canada games on CBC free for anyone across the country to watch. To stream  free Hockey Night in Canada matchups every week, simply create a Rogers Media login by going to our registration page. From there, every Saturday night, games will be marked as “Free Game” on the ‘Scores‘ page on NHL.com, or on the ‘Scores‘ tab on the NHL app. Click on the game, sign in with your Rogers Media login and enjoy the game!

Are customers able to stream when travelling outside of Canada?

For Canadian customers presently in the United States, or outside of Canada hoping to watch games, please note that you are subject to the same blackout rules that would affect American customers. If a game is in-market, or nationally broadcast by NBC, it will be blacked out when accessing abroad. 

What can French language customers experience with Rogers NHL LIVE™?

Games that are produced in French language are accessible within Rogers NHL LIVE™ for the 2018-19 season, subject to NHL rules around blackouts and TV authentication, which vary by region. For French language games the out-of-market rules still apply within Rogers NHL LIVE™. Find out more here>

What is TV Authentication?

When the right to an in-market game is owned by Rogers it is broadcasted on TV on Sportsnet. When the right to an in-market game is owned by TSN, RDS, or TVA, the games are broadcasted on those TV channels.

  • We have included all these in-market games in Rogers NHL LIVE™, but they are subject to TV authentication.

TV authentication means that if a subscriber is trying to watch an in-market game on Rogers NHL LIVE™, they must also have the corresponding TV channel for that game within their cable TV package with a participating TV provider. Scenario: A Rogers NHL LIVE™ subscriber tries to watch an in-market game

  • If the subscriber does not have the corresponding channel within their TV package, that game will not be available within Rogers NHL LIVE™ (it will be blacked out).
  • If the subscriber has the channel within their TV package, but the TV package is not from a participating TV provider, that game will not be available within Rogers NHL LIVE™ (it will be blacked out).
  • If the subscriber has the channel within their TV package and the TV package is from a participating TV provider, that game will be available within Rogers NHL LIVE™ (the stream will start).

The current list of participating TV providers is:

  • Rogers
  • Telus Optik
  • Vidéotron (currently only available for TVA Sports channels)
  • Source Cable
  • ShawGo
  • Eastlink
  • i3 Broadband

Price Plans and Eligibility for a Free Season’s Pass

How much does a Rogers NHL LIVE™ subscription cost?

  • Full Season Pass (Early Bird Price) – $179.99 / season
    • Available from September 12 to October 2, 2018
    • Provides access from October 3, 2018 until August 31, 2019
  • Full Season Pass (Regular Price) – $199.99 / season
    • Available from October 3 to December 19, 2018
    • Provides access from October 3, 2018 until August 31, 2019
  • Half Season Pass – $129.99 / season
    • Available from December 19 to March 14, 2019
    • Provides access from December 19 until August 31, 2019
  • Stanley Cup® Playoff Pass – $74.99 / season
    • Available from March 15 to May 31, 2019
    • Provides access from March 15, 2019 until August 31, 2019
  • Monthly Pass – $29.99 / month
    • Available from October 1 to June 15, 2019
    • Provides access month-to-month, from October 3, 2018 until August 31, 2019
    • Monthly charge recurs on the first of each month from October through June (no fee is charged for July, August or September, then resumes the following season)
  • NHL (Out-of-Market) French Package – $59.99 / season
    • Available from October 1 to March 15, 2018
    • Provides access from October 3, 2018 until the end of the 2018-19 NHL regular season

What is included in each subscription package to Rogers NHL LIVE™?

Early Bird Pass/Full Season Pass: Includes out-of-market games (English and French) and English-language national games and the entire 2019 Stanley Cup Playoffs. In total, this subscription gets you over 1,000 regular season games and the entire 2019 Stanley Cup Playoffs. Subscribers can also access their local, in-market team games (English and French) and French-language national games (regular season and Stanley Cup Playoffs) within Rogers NHL LIVE™ provided that they a) have a cable or satellite subscription that includes Sportsnet, TSN, TVA, RDS or RDS2, and b) have their TV subscription with a participating TV provider.

Note: The only difference between an Early Bird and Full Season Pass is the Early Bird comes at a discounted price of $179.99 for the full season. Early Bird is available for purchase between September 12th and October 2nd. 

Half-Season Pass: Includes access to the same type of games as the Full Season’s Pass, but is available starting December 19th, 2017 at a discounted price ($129.99). Reflecting the fact that the first 3 months of the regular season are complete, there are less regular season games in the Half Season Pass compared to the Full Season’s Pass.

Stanley Cup Playoffs Pass: Includes access to the same type of games as the Full Season’s Pass, but is available starting March 15th, 2019 at a discounted price ($74.99) and includes the last month of the 2018-19 regular season and the entire Stanley Cup® Playoffs.

Monthly Pass: Allows you to catch all national and out-of-market games within one month (subject to NHL Blackout rules and TV authentication in your market) as well as every game of the Stanley Cup® Playoffs (at least 60 games). The monthly pass provides full access to Rogers NHL LIVE™ without the commitment. You pay one month at a time and can cancel whenever you like.

NHL (out-of-market) French Pass: Fans that want only the Regional, French-language games (broadcast by RDS within the Ottawa Senators and Montreal Canadiens region) can subscribe to this package for $59.99/season. The NHL® French Package allows you to catch all Montreal Canadiens and Ottawa Senators games in French outside of the teams’ region. These are regional NHL games that are broadcasted on TV on RDS channels. At the time of writing, the expectation (based on the NHL schedule) is that this includes:

  • 60 Montreal Canadiens games; and
  • 54 Ottawa Senators games
  • Since 2 of these games involve both teams, the total number of games included would be 112

The NHL Out-of-Market French Package provides access to French broadcasts in the NHL regular season only, not the Stanley Cup Playoffs. Access lasts from the date of purchase until the end of the regular season. It is only available West of Belleville, Ontario

Note: These games are also included as part of your 2018-19 Full Season’s Pass subscription to Rogers NHL LIVE™ (also Half Season’s Pass, Monthly Pass, and Stanley Cup Playoffs Pass)

  • For customers west of Belleville, Ontario these games are also already included within Rogers NHL LIVE™ (ie. no need to buy both)
  • Customers east of that point will also need a TV subscription to RDS with a participating TV provider to be able to watch these games – otherwise they are blacked out in those regions

For more information about broadcast regions and how they might impact you, please refer to Game Availability.

Note: This package is not available on Roku devices

How do I cancel my auto-renewal for the 2018-19 season?

When you subscribe to Rogers NHL LIVE™, you will be asked if you would like us to auto-renew your subscription for the next season. This will NOT happen by default – you must check the Auto-Renewal checkbox if you wish to be auto-renewed. Auto-renewals will be processed on September 10th, before the start of each season. You will be sent a reminder via email a couple of weeks before then, and if you would like to make a change to the status of your auto-renewal before your credit card is charged, you can sign into your account and change your auto-renewal status or you can Contact Us >

Note: all auto-renewal subscriptions will be to the Full Season Pass at the discounted Early Bird rate. We will re-confirm the price of this package when we send you your reminder notice. One exception is the NHL (Out-of-Market) French Package. which will renew on that same package if auto-renewal is selected.

Can I use promotional coupons to purchase my subscription?

If you have received a promotional coupon from Rogers or one of our partners, these coupons have been designed to reward you with either a period of free access to Rogers NHL LIVE™ or a discounted purchase price for a paid subscription to Rogers NHL LIVE™. Pre-existing promotional coupons from previous NHL seasons cannot be applied towards Rogers NHL LIVE™ for the 2018-19 NHL season, and most promotional codes cannot be used more than once.

Using Rogers NHL LIVE™

What are the On-Demand features within Rogers NHL LIVE™?

All available games are archived within 48 hours after the game and are available for the past 4 or 5 seasons. The games are also available in a condensed version (15 minutes) that only Rogers NHL LIVE™ users have access to. 

Note: You must be sign in with your Rogers Media credentials to watch these games.

Can fans live stream games on Rogers NHL LIVE™ while travelling in the U.S. or internationally? If so, will customers have high data roaming bills?

Fans can continue to livestream games while travelling in Canada or the U.S. Both National and Regional game blackouts still apply outside of Canada, so, please keep in mind that if a game is available on TV where you’re travelling to, you will not be able to access the game in Rogers NHL LIVE.

Note: Due to rights restrictions, Rogers NHL LIVE™ cannot be used in Denmark, Finland, Norway or Sweden. *Data consumption is approx. 1GB/game when streamed to a smartphone and approx. 2-5GB/game when streamed to a tablet, computer, gaming console or TV (varies based on length of game, stream quality, device and other factors). 

Why is there is a lag between the live game on TV, and the live game in Rogers NHL LIVE™?

The lag time of a stream compared to a live television broadcast is dependent on the device being used, the location and internet connection of the user, among other factors. Enhancements have been made to the NHL app for the 2018-19 season, and lag times are now reduced to 45-60 seconds in most cases.

How to Access Rogers NHL LIVE™

How do I sign up for Rogers NHL LIVE™?

To sign up for Rogers NHL LIVE™, you must have a Rogers Media™ login. Visit Register to create an account.

I am a Rogers customer. How do I get a Rogers Media™ account?

If you are a Rogers customer, you can register for your Rogers Media™ account by visiting Register.

I am not a Rogers customer. How do I get a Rogers Media™ account?

You don’t have to be a Rogers customer to have a Rogers Media account–or to purchase Rogers NHL LIVE™–anyone can create one. Your Rogers Media account is the login you will use to sign into Rogers NHL LIVE™ and watch live hockey games. You can register for your Rogers Media account by visiting Register.

How do I access Rogers NHL LIVE™?

To learn more please refer to the Getting Started Guide.

How do I start watching games?

To learn more please refer to the Getting Started Guide.

In-App Purchase

What does In-App Purchase mean for a Rogers NHL LIVE™ subscription?

You can now purchase a subscription to Rogers NHL LIVE™ using your iPhone, iPad, or 4th generation Apple TV, as well as Android phones and tablets through iTunes or the Google Play store! Please note that a limited selection of purchase plans are available within the app. For a full list of available price plans and packages, head over to Packages & Pricing to find out more.

Who can purchase a Rogers NHL LIVE™ subscription in the NHL app?

If you have an iPhone, iPad, or 4th generation Apple TV, or Android smartphone and tablet, you can purchase a subscription to Rogers NHL LIVE™ within the NHL app. 

What subscription plans can I purchase through the NHL app?

This year, we have expanded our packages available for purchase through the NHL app  iTunes, or Google Play store:

  • Early Bird Pass
  • Full Season’s Pass
  • Half Season’s Pass
  • Monthly Pass
  • Stanley Cup Playoffs Pass

I’ve purchased a subscription to Rogers NHL LIVE™ through the NHL app and have since changed my mind. Can I receive a refund?

Subscriptions to Rogers NHL LIVE™ purchased through the NHL app on iOS are managed by Apple. Please contact Apple to review their purchase and refund policies at apple.com/ca/support If you purchased through your Android device and are looking for similar support, please visit https://support.google.com/

I’ve just purchased a subscription to Rogers NHL LIVE™ through the NHL app. While purchasing I’ve been asked to sign in with a Rogers Media login, why should I sign in?

As the final step while making a purchase of Rogers NHL LIVE™ within the NHL app, you will be asked to sign in with your Rogers Media login or to create a new Rogers Media login. By signing in with a Rogers Media login or creating a Rogers Media login, you are making a connection between your In-App purchase and a Rogers Media login. This is important because a Rogers Media login enables you to stream live hockey games on all supported devices. Check out our list of supported devices > If you choose not to sign in with a Rogers Media login, you are able to stream live hockey games on your iPhone, iPad and 4th generation Apple TV, exclusively through your In-App purchase.

Remember that you can always sign in with a Rogers Media login at a later time to make the connection and watch on other devices. To do this, start up the NHL app and go to the Settings section then sign in where it says “My Rogers Account”.

I’ve just purchased a subscription to Rogers NHL LIVE™ through the NHL app, but I’m having trouble watching games on Apple TV or other devices.

  • Due to the way that Apple IDs and in-app purchases work, your In-App purchase only provides access through your iPhone, iPad, or 4th generation Apple TV.
  • To watch games on other devices, including your Desktop, Xbox, PlayStation, and Roku, you need to connect your in-app purchase with a Rogers Media login – this acts as the login for Rogers NHL LIVE™ so that your subscription can be identified on other devices.
  • If you don’t yet have a Rogers Media username, visit rogers.com/NHL, click on REGISTER at the top of the page and follow the instructions.

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