IPTV Troubleshooting in South Africa

Before you begin

Please complete every step in order

Each test checks a different possible cause. Completing the full process helps support determine whether the issue is linked to the original app, the device, the home Wi-Fi connection or the wider internet connection.

Please note what happened after every step, even if the result did not change. Without all the results, it may not be possible to identify the source of the problem accurately.

Login problems

When the app says the login is invalid

• Enter the username, password and server information exactly as supplied.
• Check for extra spaces before or after each value.
• Do not substitute the support email address for the supplied username.
• Clear the app data and enter the details again manually.
• Test the same details in a second compatible app.
• Email support if the same details fail in more than one app.

Buffering and freezing

When playback repeatedly stops or buffers

Start with the five diagnostic steps above. Then review the full Internet Speed and Buffering guide for Wi-Fi, Ethernet, congestion, latency and connection-testing advice.

• Test the device with Ethernet where possible.
• Pause large downloads, cloud backups and game updates.
• Move the router closer or improve the Wi-Fi signal.
• Test the same content on a phone using Wi-Fi and mobile data.
• Record whether the issue affects all content or only specific items.