A calmer approach
to playback problems.
Work through these checks to help identify whether an issue relates to your connection, device, app or a particular source.
Check how wide the issue is
Try another channel and an on-demand title. Note whether the issue affects one source or everything. Record the time, channel name and error message for support.
Check the connection
If possible, use a stable wired connection or move closer to your router. Pause large downloads and check whether other services on the same network are also slow. Restart the router and device when appropriate.
Refresh the player
Close and reopen the app. Reload the playlist or EPG using the app’s own controls. Check available storage and app updates. Avoid deleting your account configuration until you have saved the supplied setup details securely.
Mention VPN use
VPN use is allowed, but connection quality can vary by server and route. Tell support if a VPN is in use. Do not assume it will improve every playback problem.
Send useful details
Message us with the device model, player name, connection type, affected sources and any error message. Do not post passwords or full account credentials. Support can help investigate; uninterrupted playback is not guaranteed.
Your screen. Your plan.
Let’s get you connected.
Tell us what you watch and which device you use. We’ll help with the rest.