Customer support

What is going on with your TV?

Start with the symptom below. Many problems are fixed in a minute or two. If yours is not, the desk is here, and you will already have the details we need.

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Common problems and first checks

The picture keeps buffering

First: Open another streaming app. If that one stutters too, the cause is your connection, not the channel.

Then: Restart the router, move closer to it or connect by Ethernet. Lower the stream quality in your player app if it offers that setting.

One channel will not play

First: Try another channel in the same category, then close and reopen the app.

Then: If only that one fails, send the desk the channel name and what you see on screen.

Nothing loads at all

First: Check that the device is online by opening any other app or a web page.

Then: Sign out of the player app and sign back in, checking the details character by character. Then send the desk a photo of any error.

My login is not accepted

First: Check for capital letters, and for any stray spaces at the end of the username or password.

Then: Check your plan has not ended. If it is still active, ask the desk to check your account.

The guide is empty or wrong

First: Refresh or reload the guide from your player app's settings.

Then: Check that the date, time and time zone are correct on your device. Wrong settings often cause this.

Sound and picture are out of sync

First: Switch to another channel and back, then restart the app.

Then: If you use a soundbar or Bluetooth headphones, try the TV speakers to see whether the delay comes from the audio device.

Still stuck? Send us these

The more of this we have in your first message, the faster you get an answer that works.

Your device and model, like "2020 Samsung TV" or "Fire TV Stick 4K"
The app you are watching in
The channel or title involved, if it is just one
A photo of the screen or the exact error message
When it began, and whether other apps work
The username on your subscription

Never send your card details or a password for email or banking. We will not ask for them.

A white home Wi-Fi router with two antennas and a network cable plugged in

What we can and cannot fix

We can help with your account, the player app, settings on your device, and problems with a stream on our side.

We cannot repair your internet connection or your TV, or reach your internet provider for you. If that is where the trouble lies, we will explain what to tell them.

Wi-Fi or Ethernet: when a cable is worth it