Most IPTV problems come from the network, the app settings or a mistyped login. Work through the fix that matches your problem.
Try these first
- Restart the app, then restart the device.
- Unplug your router for 30 seconds, plug it back in and wait for it to reconnect.
- Check that other streaming apps on the same device work normally.
- Update the player app to its latest version.
Common problems
The picture keeps buffering or freezing
Run a speed test on the same network. Standard definition needs around 3 to 5 Mbps and HD around 8 to 10 Mbps. Switch from Wi-Fi to a network cable, pause other downloads and streams in your home, and raise the buffer size in the player’s settings if it has one. If the problem is worse at the same time every evening, your internet provider may be slowing traffic, and a different DNS server in your router or device settings can sometimes help.
Black screen or sound but no picture
Open the player’s settings and change the video decoder between hardware and software. Try another channel to see whether the problem is limited to one stream. If every channel is affected, clear the app cache or reinstall the app.
The app says login failed or invalid details
Re-enter the details by hand instead of pasting them, and check upper and lower case letters. Make sure the server address has no spaces and includes the port number if one was given. If the details are correct and still fail, the account may have expired or been changed, so ask your service provider.
The channel list is empty or will not load
Check the M3U link or server address for typing mistakes. Delete the playlist in the app and add it again. Test the same details in a second player such as VLC to find out whether the app or the source is the problem.
The programme guide (EPG) is missing or wrong
Make sure the EPG source is enabled in the app’s settings, then refresh or reload the guide and wait a few minutes. Also check that your device’s date, time and time zone are set automatically.
Sound is out of sync with the picture
Most players have an audio delay setting. Adjust it in small steps until lips and sound match. Switching the decoder or restarting the stream also helps.
The app crashes or closes by itself
Clear the app’s cache and data, update the app, and free up storage on the device. On low memory sticks and boxes, close other apps before you start.
The app is not available for my TV
App stores differ by brand, model and year. A Fire Stick, Android TV box or Apple TV connected to the HDMI port gives you access to far more player apps.
Before you contact us
Having these details ready helps us help you faster:
- Your device and model, for example Samsung TV 2022 or Fire Stick 4K.
- The player app name and version.
- The exact error message, or a short description of what you see.
- Whether the problem happens on all channels or only some.
- Whether it happens on Wi-Fi, on a cable, or both.
Never send your password. Questions about your account itself are best answered by your service provider.