I purchased Kylin TV for my mom who is 84. She gets frustrated everyday about the Kylin TV, the screen get frozen constantly and most of the time it is not watchable.
I called a few time regarding exactly the same problem, but never got fixed. Yesterday, I couldn't hold my anger, I left phone message saying this has to be fixed or I shouldn't get charged for the service. I think they need to refund me.
Today I keep calling the support number many time, every time got hung up. I think they blocked my phone number.
This is very poor service, I think they need to be told. I will fine other way or whoever the regulator to make a formal complaint.
Meantime, I warn people never prepay the service and make sure you can cancel it at any time.

We use KylinTv for over a year when my parents were here with us. We cancelled the program after our parents went back to China. Our contract ends last Christmas so we cancelled the service at that time. The customer service told us that someone will call us, we can only cancel the service after we receive the call from their cancelling department. The call never happen. We forgot this matter, then this summer we saw KylinTv charge our credit card. We called them again, telling them that we need to cancel the service. It has been 3-4 weeks now, we called them every week, get the same answer like last Christmas. But no one ever called us, and they still charge us because the "cancellation" does not officially happen. Never has this kind of experience with any company. This kind of business practice is really really bad. My advice: Do not book KylinTv service. Once you are on, hard to stop it.

I transfer my phone line over one week ago. Now the line is not connected. My husband sent email to ask when the line will be connected. The email says the line will be connected six weeks late. I cannot believe that. We paid to cover whole year, but we have to wait another six weeks for the phone line connected? I called the customer service and hold the line for over 10 minutes and get the answer machine to tell me leave message. I left the message. Now it is Wed. I did not get the call back. I call them again. Same situation - hold for 10 minutes and then answer machine respond me to leave message. I never experience the bad service from any phone company in my entire life.

it is a good job the OP was unable to watch the chinese new year celebrations on telly... the controllers had to turn down the brightness as most of the viewers were squinting...

We subscribed Kylin TV for a year, due to its receive box did not work, it replaced another one. Not body of kylin told need return the faulted one. Six month after kylin tv stopped the services on Feb. 11, right before Chinese New Year and 2010 winter Olympics, without any notice. Called and discussed with kylin tv staff, we were told need pay $198 for the box cost, or return it to kylin tv.
Kylin tv becomes a TYRANT as it has more customers now, vs to its beginning the business, begged us join and referral new customers for its service.
This company is the worst one we dealt with in the world. Its service people are awful. Don’t be cheated by its sales people. If you are lucky, chose anyone else, never kylin tv.

I had one year package with Kylin TV and continued with another yearly package for my parents, however, they still charged to my account even I clearly told one of their representative -- please stop my pogram after my yearly package is done...now they are sending me the bill for the service that I did not request at all...
any kylinTV customers, please switch to Charming China, they only charge $5.99/month with 50+ channels and 10+ HD channels, hundreds of new film -- all free!!! i was paying Kylin TV for $360/year with this terrible customer service.
In order to stay away from the harrassment from kylin TV, I agree to pay the money they asked, luckily, my credit card was changed, they stopped their service, so the bill would not be scary! the representative talks like a answering machine, "this is my company policy"...Kylin TV will go bankruptcy for sure, just the matter of time!
again, stay away from the terrible company!