Update first
Install device and app updates before entering service details.
Improve the network
Use ethernet for a fixed television when possible, or strong 5 GHz Wi-Fi close to the router.
Test realistically
Try several streams during normal viewing hours and note exact errors before contacting support.
Five-minute device readiness check
- Install system and app updates.
- Free storage space and restart the device.
- Connect by ethernet or strong 5 GHz Wi-Fi.
- Confirm automatic date, time and UK time zone.
- Install a reputable player from the official store.
Checks by device type
| Device | Check before testing |
|---|---|
| Fire TV | Storage, Wi-Fi signal and app availability |
| Android TV | Google Play access and system certification |
| Samsung / LG | Player availability for the exact model year |
| Apple TV | Compatible App Store player and current tvOS |
| Phone / tablet | Wi-Fi use, screen rotation and battery settings |
What to record during a test
Note the device model, player name, connection type, time of the problem and any exact error message. These details make support faster and prevent unnecessary changes.
If you still need a device, compare the main device types. If the device is ready, use the 24-hour trial checklist.
Common questions
Should I use Wi-Fi or ethernet?
Ethernet is normally more consistent. Strong 5 GHz Wi-Fi is a practical alternative when cabling is not possible.
Why should I keep storage free?
Players need space for updates, programme-guide data and temporary files. Very low storage can cause slowdowns or crashes.