Most playback problems come from the home network or the player's settings, and most can be fixed in a few minutes. Work through these steps in order, quickest first.
1. Narrow down the problem
- One channel or all of them? If only one channel fails, report that channel to support.
- One device or every device? If another device on the same network plays fine, focus on the first device and its app.
- All the time or only in the evening? Problems at peak hours often point to network congestion.
2. Restart the basics
- Close the player app completely and reopen it.
- Restart the streaming device or TV.
- Restart your router: unplug it for 30 seconds, then plug it back in.
3. Improve the connection
- Use a wired Ethernet connection if your device has a port. It's the most reliable fix for buffering.
- On Wi-Fi, connect to the 5 GHz band if your router has one, and move the router or device closer together.
- Pause large downloads, game updates and cloud backups while you watch.
- Run a speed test on the streaming device itself if possible. A result from your phone doesn't tell you what the TV is getting.
- If you use a VPN, try turning it off. It can add delay and lower throughput.
4. Adjust the player
- Update the player app to its latest version.
- Clear the app's cache (on Android: Settings → Apps → [player] → Storage → Clear cache).
- Increase the buffer size if your player offers that setting.
- Switch the video decoder between hardware and software. This often fixes black screens or stuttering on particular devices.
5. Check your connection limit
Each plan allows a set number of simultaneous streams. If other devices are already watching, new streams may fail to start. Stop playback on devices you aren't using.
Sound but no picture, or picture but no sound
This is usually a codec problem in the player. Change the decoder setting, try a different audio track if the channel has one, or test the same channel in VLC. If it plays in VLC, the issue is with the first app's settings.
Still stuck?
Contact support with your device, the player app and its version, the affected channels, and what you've already tried. With those details we can skip the basics and get to the cause faster.