Customer support
Something not right? Let's fix it.
Most problems have a quick fix you can try yourself in under a minute. If that doesn't sort it, message us and a real person will work through it with you, on UK time.
The 30-second check that fixes most things
- Close the app fully and open it again
- Unplug the TV or stick for 30 seconds
- Restart your router if other devices are slow too
- Try a different channel to see if it's just one
Quick fixes
Six common problems, six quick fixes
Buffering or freezing
Move to 5 GHz Wi-Fi or plug in a cable, pause downloads on other devices, and try the HD version of the channel instead of 4K.
"Login failed"
Retype the username and password by hand. Copy-pasting often adds an invisible space. They're case-sensitive.
Channels missing
Refresh or "update playlist" in the app settings. If a whole category disappeared, message us. It may be a temporary change.
Sound or picture out of sync
Switch the player's decoder between hardware and software, and turn off any sound-enhancing mode on the TV or soundbar.
TV guide is blank
Check the EPG link is added, then refresh the guide. Guides can take a few minutes to fill after an update.
Stopped after a TV update
Updates sometimes reset app permissions or storage. Reinstall the player app and sign in again with the same details.
When you message us
What happens next
We read the whole message
Include your device, the app and a photo of any error. It saves a round of questions.
We try the quick wins with you
Most issues are a setting, an app or the Wi-Fi. We go through them in order, one step at a time.
We check our side too
If it looks like a problem on our end, we tell you straight away and keep you updated in the chat.
Support hours (UK time)
- Monday – Friday9am – 11pm
- Saturday – Sunday10am – 11pm
- Bank holidaysWeekend hours
Not happy with how something was handled? Email us with "Complaint" in the subject line. A senior team member reviews every complaint and replies in writing.