3-month subscription
30 EUR single simultaneous device
A short-term option to verify setup and streaming on your own connection.
- Single-device use
- Live TV, movie and series scope
- Setup support
Support
Technical Support
This page brings together the path to follow for setup, streaming, programme guide and connection problems. Defining the problem correctly and sharing the necessary information helps the solution become clear in the first reply.
Support Scope
Support Narrows the Problem Down Together
The support process starts by identifying at which layer the problem occurs. If the stream is not loading the login details; if it is freezing the connection capacity; if the guide is empty the playlist source are the first items checked.
The checks on the troubleshooting pages are completed in a short time and in most cases the problem is solved without opening a support request. In cases that are not resolved, the information collected is sent to the contact channels.
- On which device and on which screen does the problem occur?
- Is an error message visible on the screen?
- When did the problem start, does it happen constantly?
- Which steps have you tried and what was the result?
Support flow
Troubleshooting pages
Stream not loading
Stream freezing
EPG not working
Wi-Fi problems
Internet speed
Contact
Support Process
Getting Technical Support in Five Steps
For a support request to be solved in the first reply, the description of the problem, the steps tried and the device information must be clear. The sequence below shows this preparation.
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01
Describe the problem in a single sentence
A clear description is given, such as the stream not loading, freezing or the guide not appearing. The symptom shows at which layer the problem lies.
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02
Apply the relevant troubleshooting page
The steps on the page that corresponds to the symptom are tried in order. For guide problems, the EPG issue page is followed.
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03
Collect the information
The device model, the player name, the connection type and the error screenshot are prepared. For the connection test, the internet speed page is used.
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04
Send it to a support channel
The information collected is shared by email or phone. Whether the problem occurs on more than one device is also stated.
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05
Apply the steps and verify
After the steps shared are applied, the stream and the guide are checked; if the problem continues, the observation is added and it is reported again.
To avoid the same problem again
If the device settings, the player version and the connection layout are noted after the solution, the fix can be applied faster when a similar problem occurs again.
Problem Reporting
Six Pieces of Information to Include in Your Support Request
When the information below is shared, the source of the problem can be narrowed down in the first review. Each item is listed together with the situation in which it is needed.
| Check item | Why it matters | How to check |
|---|---|---|
| Device modelTelevision, box or phone | Player compatibility is assessed with this information. | The model name shown in the device settings is written. |
| Player nameApp and version | It answers the question of whether the problem comes from the app. | The name and the version number of the app are stated. |
| Connection typeWired, Wi-Fi or mobile data | It is the first item checked in complaints of stuttering and interruptions. | The connection used and the test result are shared. |
| Error screenshotScreenshot or message | The error text points to which solution step is needed. | A screenshot is added or the message is written word for word. |
| Time of the problemWhen it started, whether it is constant | Temporary problems caused by the connection are separated out. | The time it was first seen and how often it repeats are stated. |
| Steps triedChecks applied | It prevents the same steps from being suggested again. | The steps tried and their results are written briefly. |
Detailed steps by type of problem are covered on the stream not loading, stream freezing, Wi-Fi problems and internet speed pages.
Uninterrupted Viewing
Term Selection After Troubleshooting Is Complete
After the troubleshooting steps are completed, the remaining heading is the term for which the subscription will be used. The content scope does not change according to the term.
6-month subscription
50 EUR single simultaneous device
For medium-term viewing once your usage pattern has settled.
- Single-device use
- Average 8.33 EUR per month
- Setup support
12-month subscription
80 EUR single simultaneous device
Low monthly average with long-term use; for viewers who watch constantly.
- Single-device use
- Average 6.67 EUR per month
- Setup support
1 subscription = 1 simultaneous device
Subscriptions are defined for a single simultaneous connection. Users who want to watch on a second device at the same time need a separate subscription per device.
Multiple device total
For 2 devices the total is 60 EUR for 3 months, 100 EUR for 6 months and 160 EUR for 12 months; for 3 devices it is calculated as 90 / 150 / 240 EUR.
3-hour trial and 3-day refund
The trial period is 3 hours and the refund period for subscriptions is 3 days. The details of the terms are on the refund and subscription terms page.
Every subscription is defined for a single simultaneous device. The comparison of terms is on the IPTV package comparison, and current prices are on the IPTV prices page.
Frequently Asked Questions
FAQs about Technical Support
How do I get technical support?
You can get support by sending an email to the support channels or reaching them by phone. Stating at which stage and on which device the problem occurs speeds up the solution.
What information is needed when reporting a problem?
The device model, the player used, the connection type, a screenshot of the error message and when the problem started should all be shared.
Which steps should I try first?
The steps on the troubleshooting pages are followed according to the type of problem: if it is not loading, freezing, the guide is missing or the cause is the connection, the relevant page is followed.
Is setup support provided?
Support is provided for choosing the player that suits the device and entering the login details during setup. The steps are also covered in detail in the setup guides.
Is it safe to share my subscription details?
Login details should be shared only for setup purposes and never with third parties. The security of the information is covered on the terms of use page.
What are the troubleshooting pages for?
These pages list the checks that should be tried before opening a support request. This way it becomes clear whether the problem comes from the device, the connection or the playlist.
What if the problem occurs on more than one device?
This is usually caused by the connection or the playlist. The modem, the connection type and the affected devices are reported together to the support team.
Troubleshooting steps are covered on the EPG not working, Wi-Fi problems and internet speed pages.
Related Pages
Support and Troubleshooting: Other Related Topics
Contact
Support channels and the contact form.
IPTV Setup
A step-by-step setup guide.
Stream Not Loading
Checks to follow when the stream is not loading.
Stream Freezing
Solution steps for stuttering and freezing problems.
EPG Not Working
The path to follow for programme guide problems.
Wi-Fi Problems
Interruptions caused by the wireless connection.
The measurements and checks needed in troubleshooting are covered in detail on the internet speed and internet requirements pages.
Technical Support
