Help centre

From the first evening onwards

Setting up is the short part. What follows below is the rest of it — second months, extra rooms, renewals, and the odd evening when something is off.

Questions

What subscribers write in about

Do longer plans carry more channels than short ones?

No. The line-up is identical on every plan, so a longer term buys you more months and, if you choose it, more simultaneous devices — never more content. That also means an upgrade is never the answer to a channel you cannot find. Report it instead, because it will be a source or mapping problem rather than something reserved for a higher tier.

How much of next week does the programme guide show?

Seven days on the channels whose broadcasters publish that far ahead, which covers most of them. Listings reach us as their own XMLTV feed, stitched onto the channel list through an identifier, so how deep they run follows what the broadcaster releases rather than which plan you are on. A channel showing nothing at all has usually had its identifier drift, and we can point it back at the right one.

The listings are there but every time is wrong. What now?

Your player is converting the timestamps against the wrong region. XMLTV times carry an offset, and the device applies its own idea of local time to them. Where the whole schedule slips by one identical amount on every channel, the device timezone is the thing to correct. Where some channels read correctly and others do not, the fault is in the mapping and it belongs to us.

Will it hold up for the matches I watch every week?

That is the fair test, because a whole country reaches for the same fixture in the same minute and the demand arrives as a spike. Fast motion also exposes encoders: a channel that looks flawless through the news can fall apart in a match carrying the identical nominal bitrate. Open it ten minutes before the start, use a wired device if one is within reach, and take a steady 1080p feed over a 4K one that stalls twice.

Can two rooms watch different things at the same time?

Only where your plan carries more than a single connection. Every stream in progress holds a slot, and the count is kept at the server rather than in the app — which is why going over the limit often produces no message at all, just playback that never begins. Work out what the busiest evening in the house genuinely looks like before you decide.

We have replaced the television. What do I need to do?

Nothing on our side. Since the line lives in those three details and nowhere else, entering them into a player on the new set is the whole of the move. No device is registered against your line and nothing is left holding the old one. A MAG portal is the one case that behaves differently, because there the MAC address of the box is itself the credential, so a replacement box means its new address has to be set against the line.

Is catch-up available, and can I record?

Catch-up depends on the individual channel, and it comes over the Xtream API and not over an M3U playlist — one more reason to choose Xtream wherever your player offers it. Recording belongs to the player rather than to the subscription; a number of players provide it and nothing on the line stands in their way.

One channel keeps breaking up while the rest are fine. Is that my end?

No. A single poor channel among healthy ones is either badly re-encoded or coming from a degraded source, and that sits above the account, the device and the link into your house, so no setting on your side reaches it. Send the channel name and it gets attention. The pattern that does point inwards is everything failing together, which suggests routing, the connection ceiling or authentication instead.

Why is it worse on hotel wifi than it is at home?

Because a hotel puts dozens of guests through one shared link, and what reaches your player is unsteady timing rather than a shortage of bandwidth. The same mechanism explains most buffering at home: on a congested 2.4 GHz band the retransmissions pile up and land on the player as jitter. A cable removes that whole category of trouble, which is why it stays the dullest counsel in streaming and the most reliably effective. Where no cable is possible, a longer buffer in the player is the next best move.

What happens at renewal, and what if I let it lapse?

A renewal extends the line you already have. The username, the password and the playlist address all stay exactly as they were and only the expiry date moves out, so not one device needs touching. Renew a few days early rather than a few days late: extending a line that is still live is immediate, while bringing a lapsed one back occasionally is not.

Nothing above fits

Write to us directly

Give us your order number and say which device is misbehaving. Weeks into a subscription the trouble is usually confined to one box in one room, and naming that box saves an exchange of three messages, since what settles a Fire Stick seldom settles a MAG box.

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