Most problems come from your own network, not from your access. Go through these checks in order before you open a ticket.
Login fails Only Wi-Fi fails New IP address Picture freezes Ticket
Login fails
If your access is active, the login works. Most of the time the internet connection or a blocked IP address is the cause. So test with mobile data instead of Wi-Fi:
- Turn off Wi-Fi on your phone and use mobile data.
- Log in with an IPTV app on your phone.
- If that works, open a hotspot on your phone and connect your IPTV device to it.
If it works with mobile data but not on your Wi-Fi, the cause is your connection or your IP address.
Mobile data works, Wi-Fi doesn't
- Turn off your IPTV device and router and unplug both for 20 minutes.
- Force close the IPTV app and clear its cache.
- Using a VPN? Test without it. No VPN? Test with one.
- With a VPN: change the country or IP and test again.
If many users share the same IP address, it can be blocked for a while. A new IP address helps. More: Login fails, but mobile data works.
Get a new IP address
Many routers (for example FritzBox) get a new IP address when you unplug them for 20 minutes. Some routers have a function for this. Your router's manual explains how it works on your model, and your internet provider can help too. We can't give guides for single router models.
Vodafone customers: ask for DualStack. DS-Lite often causes connection problems.
Picture freezes
- One channel doesn't loadPick one of the backup channels for the same channel. If the backup channels play, it's not an outage on our side but a routing or provider problem.
- Freezes every 5–10 secondsUsually your access is running on several devices at once. Turn the other devices off and check in your app (e.g. TiviMate) that username and password match for playlist and EPG. You can see active connections in the web player.
- Stutters on a fast lineRead IPTV stutters or freezes, section Fast line, still stuttering.
Nothing helps?
Open a ticket and send us these details so we can check it directly:
- Username of your access
- Device and app
- Your IP address if possible (for example via whatismyipaddress.com)
- Your internet provider
