Support

Troubleshooting

Try these steps before contacting us — most issues are solved in minutes

1. Clear Your Saved Login & Playlist

The most common cause of connection problems is outdated cached data in your app. Old login credentials or playlist data stored on your device can prevent the app from connecting properly.

What to do: Go into your app settings, delete or remove your saved playlist and login information, then clear the app cache. Re-enter your credentials fresh and allow the app to fully reload. This fixes the majority of connection issues.

2. Check Your VPN

If you are using a VPN, try turning it off temporarily and then reconnecting to the app. Some VPN servers can interfere with the stream. If turning the VPN off fixes the problem, try switching to a different VPN server location.

If you are not using a VPN and your ISP is Bell, Rogers, or VillageNet, a VPN may actually be what you need. See our VPN page for more information.

3. Channels Freezing or Buffering

Freezing is usually caused by one of the following:

  • Your internet connection is too slow or congested — we recommend at least 15 Mbps
  • Your Wi-Fi signal is weak — try moving closer to your router or using a wired connection
  • The channel's feed source has a temporary outage — try a different channel and come back
  • Your ISP is throttling your connection — a VPN can help with this

4. A Specific Channel Is Not Working

Individual channels occasionally go down due to issues with the feed source, which is outside our control. Try the following:

  • Restart your app and try the channel again
  • Check if other channels are working — if they are, it is likely a temporary issue with that specific feed
  • Wait 15–30 minutes and try again
  • If the channel has been down for more than a few hours, contact us and we will look into it

5. Test Your Internet Speed

If you are unsure whether your internet connection is fast enough, run a speed test at fast.com. You should see at least 15 Mbps download speed for a smooth experience.

Still Having Problems?

If none of the above resolves your issue, contact us and we will help you get sorted. Include a brief description of what is happening and which app and device you are using.