Installation & downloads
Match the installation route to Fire TV, Samsung, LG, Android TV, Apple TV, mobile or computer.
Open helpHelp centre.
Find your next step.
Start with installation, account access, the TV guide or a playback problem. The help centre connects you to the right answer without making you repeat the whole setup.
What do you need help with?
Search for a topic or filter by the stage you are at.
Service login
Find the fields to copy and the difference between account and playlist login.
Open helpActivation & your order
Understand payment confirmation, the activation target and service details.
Open helpSimultaneous screens
Confirm the account allowance before streaming on more than one screen.
Open helpBuffering & freezing
Compare the same source on a stable connection before changing settings.
Open helpPicture & sound
Work through black screens, audio output and supported playback options.
Open helpProgramme guide & replay
Understand EPG refresh, time zones and supported catch-up content.
Open helpCancellation & refunds
Find the cancellation route and the 30-day refund request window.
Open helpPrices & package features
Compare duration, resolution options, replay and support levels.
Open help9 help topics.
New to the service? Start here.
Finish one screen and one account check before moving to advanced options.
- 1
Confirm the plan details
Review your duration, price, access confirmation and simultaneous connection allowance.
- 2
Match the installation route
Use the downloads hub for your exact operating system, not a generic Smart TV label.
- 3
Test the essentials
Check one live channel, an on-demand title, sound and programme guide data.
- 4
Use the symptom guide if needed
If something fails, jump to the troubleshooting section for that symptom. Reinstallation is not the first step for every problem.
TV guide, replay and favourites
These tools serve different purposes and do not necessarily share settings across devices.
EPG: programme schedules
If channels play but schedules are absent, refresh guide data, check the clock and confirm the EPG source.
Fix the EPGReplay: supported past programmes
Comfort and Premium offer seven-day replay on supported channels. Starter includes replay where supported; check its available window.
Compare replay featuresFavourites: saved shortcuts
Check that you are using the same app profile and account. Do not assume favourites automatically synchronise across platforms.
Ask about your editionMake your support message useful
A short description plus a few test results usually helps more than a screenshot containing private credentials.
| Include | Why it helps | Keep private |
|---|---|---|
| Device model and operating system | Identifies the correct platform and settings path. | Passwords and complete playlist URLs. |
| App name and version | Shows which edition and controls are available. | Payment card details. |
| Exact error or symptom | Distinguishes login, guide, picture and network issues. | Sensitive account information in public screenshots. |
| What you already tried | Avoids repeating checks and helps compare results. | Unrelated personal documents. |
Keep support simple
Email the team with your device model, app name and the error you see. Keep passwords and full playlist URLs private.
Support availability follows your plan
Use the same published email for account and setup questions.
Starter · email support
The 3-month plan includes UK email support. A separate staffed-hours schedule has not been published.
Comfort · 24/7 support
The 6-month package specification includes UK support around the clock. Contact the team by email.
Premium · priority 24/7
The 12-month package specification includes priority UK support around the clock.
Common support questions
Practical answers before you take the next step.
What is the difference between help centre and troubleshooting?
The help centre routes you between installation, account, billing and viewing topics. Troubleshooting contains the step-by-step checks for a specific failure.
Can support confirm a channel before I order?
Yes, use email support to ask about your intended device, country and specific content requirement. Do not treat a total catalogue count as a channel guarantee.
Where do I find the server URL?
Use the access details sent with your service account. The website address and the app store login are not automatically your service server URL.
How do I change device?
Check the new platform in downloads and confirm any account or simultaneous stream restriction with the team before using the replacement.
How do I cancel?
Email the team from the address used for your order. Cancellation is available anytime. A refund must be requested separately within the 30-day policy window.
Find the right answer, then keep moving.
Use the help topic index or email the team with your device and the question you need answered.