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When something is not right

The picture freezes or buffers. What can I do?

Restart the TV first. It clears most freezing, especially in the first days after installing the app.

  1. Restart the TV once. On a Fire TV: Settings, My Fire TV, Restart. On a box: off at the wall for ten seconds. Why this works.
  2. Check who else is watching. One connection plays on one device at a time. If someone in the house is watching on the same login, the two screens take turns.
  3. Give the box a steady connection. A network cable, or 5 GHz Wi-Fi, keeps live sport steadier than 2.4 GHz Wi-Fi far from the router.
  4. Tell us the channel and the time. If one channel still freezes after all that, message us its name and when it happened, so we can look at that channel.

Related questions

The app says Not connected. What should I do?Press Retry. If it still says Not connected, restart the TV, check that the internet works in another app, then message us.The TV guide shows no programmes. How do I refresh it?Open Settings and choose Update EPG now. The guide clears and fills in again as you open the Live guide.

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