Support and troubleshooting
Nearly everything that goes wrong has a fix that takes under five minutes. Start with the section that matches your problem, and message us if it is still not right — we would rather sort it than have you give up on it.
Why does my IPTV stream buffer or freeze?
On an Irish connection it is almost never the stream itself. It is peak-hour congestion between 7pm and 11pm, slow DNS handed out by your router, or the television sitting on the wrong wifi band. Changing DNS and lowering the player buffer clears it in most cases, and both take about three minutes.
| When it happens | Most likely cause | Where to start |
|---|---|---|
| Only between 7pm and 11pm | Peak congestion on your line | Change DNS, then lower the player buffer |
| All day, every channel | DNS or the connection itself | Run a speed test, then change DNS |
| One channel only | That source is down, not your setup | Message us — there is usually a mirror of the same channel |
| Only on the TV, fine on the phone | 2.4 GHz wifi or distance from the router | Move to 5 GHz, or use an ethernet cable |
| Only on 4K channels | Not enough speed, or the TV's processor | Try the HD version of the same channel |
| Started suddenly, was fine before | Router restarted and reset its DNS | Re-apply the DNS change and save it |
| Everything freezes when others are online | The line is shared and near its limit | Ethernet on the TV, lower buffer, or a faster package |
The three-minute fix, in order
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Restart the router properly
Unplug it at the wall, wait sixty seconds, plug it back in. Sixty seconds matters — a quick off and on does not clear the connection. Wait for all the lights to settle before testing.
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Change the DNS your router hands out
This is the single change that fixes the most cases on Irish lines. The next section walks it through, and it takes about two minutes.
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Lower the buffer in the player app
In the player settings, reduce the buffer size or set it to the lowest option. A large buffer feels smoother on a fast line and much worse on a congested one.
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Move the TV onto 5 GHz or a cable
If the picture is fine on your phone but poor on the television, this is the cause. An ethernet adapter costs about ten euro and fixes it permanently.
Still freezing after all four? Message us with the time of day it happens, the channel, and your broadband provider. Those three details usually tell us the answer without any more back and forth.
How do I change my router's DNS?
Open a browser on any device connected to your wifi, go to your router's admin page, find the DNS setting, and replace what is there with a public DNS pair. The router password is usually printed on a sticker underneath it. The change applies to every device in the house at once.
Cloudflare
1.1.1.11.0.0.1
Usually the fastest of the three from Ireland. Start here.
8.8.8.88.8.4.4
The most reliable fallback if Cloudflare does not help.
Quad9
9.9.9.9149.112.112.112
Worth trying if the other two make no difference.
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Open your router's admin page
On a phone or laptop connected to your wifi, type 192.168.1.1 into the browser address bar. If nothing loads, try 192.168.0.1. One of the two works on nearly every router sold in Ireland.
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Sign in
The username and password are printed on a sticker on the underside or back of the router. If they were changed and nobody remembers, a pinhole reset puts them back — but that also wipes your wifi name and password, so only do it as a last resort.
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Find the DNS setting
It sits under a heading like Internet, WAN, Network or Advanced. Look for DNS, or for an option that says something like "get DNS automatically" — you want to switch that off so you can type your own in.
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Enter the two addresses and save
Put the first address in the primary DNS field and the second in the secondary. Save, then restart the router. Every device in the house picks up the change on its own.
Some providers lock the DNS fields on their own routers. If yours is greyed out, set the same addresses on the device instead — on Fire TV and Android that is in the wifi settings under Advanced, and it works just as well for that one device.
What else should I check on my device?
If the connection is fine and one device is still misbehaving, the problem is usually storage, memory or an app setting. These checks take a minute each and are worth doing before you assume the service is at fault.
| Symptom | Check | What to do |
|---|---|---|
| App closes on its own | Device memory is full | Restart the device, clear the player's cache, remove apps you never open |
| Everything is sluggish | Storage is nearly full | On Fire TV, keep at least 1 GB free. Delete unused apps and downloads |
| Guide is blank | EPG loads after the channel list | Leave the app open five minutes, then close it fully and reopen |
| Channel list will not update | Cached list from a previous session | Clear the player's cache, or use its refresh or reload option |
| Login stopped working | Plan ended, or details typed wrong after a reset | Check the date your term ends, then message us to resend the details |
| Picture but no sound | Audio format the TV cannot decode | Set the player's audio output to stereo or PCM |
| Wrong aspect or cropped picture | TV picture mode, not the stream | Set the TV's picture size to Auto, Original or 16:9 |
What are the refund terms?
A full refund on any paid plan within seven calendar days of purchase, no questions asked. The seven days run from the date payment is processed, and there are no part-refunds — you get back what you paid, not what you paid minus the days you used.
Covered
- Any request made within 7 days of purchase
- Change of mind inside that window — no reason needed
- The service not meeting reasonable expectations
- Technical problems we could not resolve
- Duplicate payments and billing errors, whatever the date
Not covered
- Requests made more than 7 days after purchase
- Free trials, since no payment is taken
- Login details shared in breach of the terms
- A second refund on the same or a linked account
- Buffering caused by your own broadband, wifi or device
You do not have to troubleshoot first to qualify. We will always offer to fix it, because most problems turn out to be a DNS setting or a wifi band and people would rather have the service working. But the seven days are yours either way.
How do I contact support?
WhatsApp, seven days a week, 09:00 to 01:00 Irish time. Messages sent outside those hours are answered first thing. Sending the three details below in your first message usually saves an entire round of back and forth.
Your device
Fire TV, smart TV and its make, Android box, phone or laptop. The fix differs by device.
When it happens
All day, or only in the evening. That one detail separates a setup problem from a congestion problem.
Your broadband provider
Eir, Vodafone, cable or rural fixed wireless. Each behaves differently at peak times.
Other support questions
The six answers below cover the things people message about that are not buffering: speed requirements, VPNs, moving house, a plan ending, sharing a login, and what happens to your details when a term runs out.
What broadband speed do I actually need?
About 15 Mbps for full HD and 25 Mbps for 4K, measured in the evening rather than at midday. If a speed test at 9pm comes back well under that, the connection is the thing to fix first.
Should I use a VPN?
Plans from six months upward include VPN protection already. Adding a second VPN of your own on top usually makes buffering worse rather than better, because it adds another hop.
I am moving house — do I need to tell you?
No. Nothing is tied to your address or your router. Sign in on the new connection and it works. If your player uses a device ID and you are also changing TV, send us the new ID.
How do I know when my plan ends?
Message us and we will tell you the exact date. Nothing renews on its own, so the stream simply stops on that day and there is nothing to cancel.
Can I share my login with family?
A one-device plan runs one stream at a time and a two-device plan runs two. Beyond that the plan stops working for everyone, so a second plan or an extra screen is the way to do it properly.
Do I lose my settings when a term ends?
No. The app, your favourites and your layout stay on the device. Starting a new term reactivates the same login, so everything is where you left it.
Still stuck? Send us a photo of the screen
Nine times out of ten we recognise it straight away and tell you the next button to press. Seven days a week, 09:00 to 01:00 Irish time.