IPTV not working? Start here

IPTV not working on the TV tonight? Before changing any setting, find out how big the problem is: one channel or every channel, one device or every device in the house. That single question points to the cause faster than anything else, and the first-aid list below answers it in about two minutes.

Two-minute first aid

1. One channel or all of them?

   Open two or three other channels, including one from a different group. In a line-up of 25,000+ channels, the odd feed can drop for a while at its source, so if only one fails, that channel is the likely cause: try it again later, or send us its name and group.

2. Restart the device and the router

   Restart the device from its settings or unplug it for thirty seconds, and do the same with the router. Closing the app is not enough, because most devices keep it running in the background.

3. Test another device

   Open the same login on a phone. If the phone plays and the TV does not, the cause is the TV device, its player or its Wi-Fi rather than your account.

4. Check the plan has not ended

   Look at the end date in your last message from us. A trial stops after 24 hours, and an ended line looks exactly like a login error. To carry on, choose a plan; we can often keep the same login.

5. Check the date and time

   A device with the wrong date cannot make secure connections and shows an empty or shifted TV guide. Set date and time to automatic and the time zone to the UK.

6. Re-enter the login

   Retype the username, password and server URL from our latest message, one character at a time. Watch for O and 0, l and 1, and spaces at the end.

Find your symptom

No sound on a channel

Picture without sound usually means the channel’s audio is in a format your device, TV or soundbar cannot play, often surround sound. Try, in order: another audio track from the player’s on-screen menu; the device’s audio output set to stereo, or audio passthrough turned off if your player or device offers it; then a switch between hardware and software decoding. If every channel is silent, check the TV’s own volume and sound output before anything else, then restart.

Black screen

A black screen with sound points to the video decoder. Switch between hardware and software decoding in the player’s settings, or play the HD version of a 4K channel, since older devices cannot decode some 4K feeds. A black screen with no sound and no error is more often the network or the feed: give it twenty seconds, then change channel. If everything stays black, restart the device and check the plan is active.

What to send us on WhatsApp

One message with the right details usually means one reply that fixes it. Write to +212 663 813 479 with:

• your username (never a card number, and never a password for anything else);
• the device and the player, for example a Fire TV Stick 4K with TiviMate;
• what you see, ideally a photo of the screen with any error on it;
• which channels are affected, and since when;
• whether other devices in the house show the same thing.

The contact page has a ready-made message for faults that asks for exactly these details.

When it is not on your side

Now and then the fault is ours: a server under maintenance, or a feed down at its source. That affects many people at once, and when it happens we message customers in the WhatsApp chat rather than waiting for you to notice. If every channel fails on every device in the house and the first-aid list changes nothing, write to us and we will check your line from our side. If you are testing on the free trial, tell us before the hours run out so we can look at it with you.