First, narrow down the problem
Try a second channel and, if available, an on-demand item. Note whether the problem affects one stream, one device or everything. Check your trial or subscription expiry and the number of active connections.
A single unavailable channel may be a source issue. Problems across all streams can involve the account, player or network. This distinction helps support investigate faster.
Buffering or freezing
- Pause other large downloads or streams on your home network.
- Check the Wi-Fi signal at your viewing device. If supported, compare a wired connection.
- Close and reopen the player, then restart the streaming device.
- Try a lower-quality version of the same channel if one is available.
- Test again at a different time and record whether the problem changes.
A speed test alone does not measure every cause of buffering. Network stability, the stream source and device performance also matter.
Login or playlist errors
- Check the server address and credentials for typing errors, added spaces and missing characters.
- Make sure you are using the correct login method for the details supplied.
- Confirm that the account or trial is active.
- Check whether another device is already using your allowed connection.
- Ask support to verify the account if the details still fail.
Do not post your username, password or full playlist URL in public forums or groups.
Picture, sound or programme-guide issues
Try another stream to separate a channel issue from a player issue. For missing sound, check the TV volume, selected audio track and audio settings in the player. If only the programme guide is missing, refresh it using the app’s own guide-update option.
Update your player through its official source. Before clearing app data or reinstalling, make sure you have the account details needed to sign in again.
Send support useful details
Include your device model, player name and version, country, connection type, exact error message and the time the issue occurred. Say which checks you have already tried and whether other channels work.
A screenshot of the error can help. Hide passwords, playlist URLs and payment details before sharing it.
Need a hand?
Tell us your device, country and what you would like to watch. We will help you check the next step.