Before you start

Compare stable playback at different available resolutions. Ask about the resolution of specific content instead of assuming every channel has the same format.

A practical way through

  1. Check that the source, player, decoder, HDMI path and display support the desired resolution and format. A 4K badge on one component is not enough.
  2. Use the display’s supported resolution and refresh-rate settings. If audio and video drift, test another source before changing several output settings together.
  3. If the device supports it, test a wired connection. Otherwise move closer to the router and compare the result without changing the player settings.
  4. Try a lower available resolution temporarily. If playback improves, investigate connection stability or decoding capacity before blaming the entire service.
  5. Request a trial using the device and connection you actually plan to use. Check your must-watch content before choosing a longer term.

Check the result

Test one live channel and, where available, one on-demand item. Check picture, sound and navigation. If the result is different from what you expected, note the exact error before changing another setting.

Still need a hand?

Send support your device model, operating system, player name and the exact step that failed. Hide passwords, playlist tokens and payment details in screenshots.

Talk to us

App menus and availability can change by model and region. Confirm the current official listing before installing or paying.