See all 9 steps
1Try another channel2Restart your TV or device3Restart your internet box4Try your phone5Stop big downloads6Move closer or use a cable7Clear your app’s temporary files8Check at different times9Still need help?Buffering means the picture stops while more video loads. Try each step in order, and test after each one. You may be finished after the first few.
1
Try another channel
If only one channel freezes, it may be that channel. Write down its name and the time, then tell us. If all channels freeze, continue.
2
Restart your TV or device
Unplug your TV or streaming device from the wall. Wait one full minute. Plug it back in. Using the remote’s power button often only puts it to sleep.
3
Restart your internet box
Unplug your internet box from the wall. Count to 30. Plug it back in. Wait about three minutes, until its lights settle, then try again. This fixes more problems than you might expect.
4
Try your phone
Open your TV app on a phone, on the same Wi-Fi. If the phone is smooth but the TV freezes, focus on the TV or device.
5
Stop big downloads
Ask the rest of the household if anyone is downloading a game or a large file. These can fill your internet connection.
6
Move closer or use a cable
Move your internet box out of closets and closer to the TV if you can. A network cable is the most reliable fix of all.
7
Clear your app’s temporary files
On a Fire TV or Android TV, go to the app’s page in Settings, and choose Clear Cache. Your login stays in place.
8
Check at different times
If it is worse only in the evening, your neighbourhood’s internet may be busy. Your internet company can tell you more.
9
Still need help?
That is completely fine. Tell us your device, your app, the channel and the time. Message us on WhatsApp or by email, any day from 6 AM to 11 PM Eastern Time. Tell us your device and what you see on the screen. A photo of the TV screen helps a lot.
If something goes wrong
Still need help?
Message the IPTV Canada support team every day from 6 AM to 11 PM Eastern, in English or French. A photo of your screen helps us a lot.
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