A television troubleshooting checklist

Before you start

Write down the point where the experience fails: opening the app, loading the list, starting video or maintaining playback. Each points to a different next step.

A practical way through

1. Check whether the problem affects one channel, all live channels, on-demand content or the whole app. That difference helps separate source and device problems.
2. Check that another ordinary internet service works on the same device. A working phone connection does not prove the television has a stable connection.
3. Close the player fully and restart the affected device. If necessary, restart the router when it will not interrupt other users.
4. Ask support to confirm the account status, expiry and allowed connections. Never send an account password in an open support message.
5. Record the error wording, time, channel or title and player version. Send these details privately to support rather than repeatedly changing random settings.

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.