If your IPTV is not working today in the UK, work through five checks in order: whether the plan is still valid, whether the app and log-in are fine, whether something on your connection is blocking it, whether the device is the problem, and only then whether the service itself has a fault. The order matters because the early checks are quick and the most common causes. This guide explains each, and ends with the details to send support.
In short
- Has the plan ended? Check the end date.
- Is the app up to date, and is the log-in entered correctly?
- Does a speed test pass, and does another website load?
- Does the same channel work on another device or app?
- If everything on your side checks out, tell support.
Check 1: the plan
The most common reason a working set-up suddenly stops is that the plan has reached its end date. A British IPTV plan is a one-off payment that ends on its own, so nothing renews; when the period ends, the log-in stops working. Check the end date in your order messages or in the app, and see Renewal for what happens and how to continue. If the plan is still in date, move on.
Check 2: the app and log-in
Update the app, restart it and open the settings to check the log-in. A single extra space, a changed character or a pasted link with a missing end will stop a list from loading. If the app asks you to sign in again, enter the details carefully. M3U, Xtream Codes or MAC explains the formats. If you changed device or reinstalled the app, the log-in may need re-entering.
Check 3: your connection
Open a website and run a speed test on the same device. If the connection is down or slow, that is the problem, and restarting the router is the first step. If other sites work but IPTV does not, the cause may be a block. Some UK broadband providers block particular servers under court orders, so a channel that fails only at certain times, and only on your connection, is a clue. The matter of blocks is explained, not worked around, in VPNs and IPTV.
Check 4: the device
Try the same channel on another device and in another compatible app. If it works elsewhere, the first device or app is the cause. Clear the app's cache, restart the device, make sure it has free storage and install any updates. Old devices can stop coping after an app update. For a particular device, see the guides for Fire TV Stick, Samsung and LG.
A quick test that saves time
Before you go further, try one more thing: play a different channel from a different category. If a news channel works but a film channel does not, the fault is in one source. If nothing at all works but your phone's mobile data can load the app, the fault is in your home network. A two-minute test like that narrows the field before you write to anyone.
Check 5: the service
If the plan is valid, the log-in is right, your connection is good and the problem appears on several devices, the service may have a fault. Services have outages and maintenance. Public outage trackers can show whether others report the same, but treat them as hints. Because British IPTV resells other providers' streams, a fault may lie in their servers and not in ours, and support can check which.
What to send support
Message support on WhatsApp, +33 7 74 02 33 33, whenever it is open (9 am to 2 am UK time), and include:
- Your plan and duration, and the order date.
- The device and the app, with its version if you can find it.
- What you see: an error message, a black screen or a loading wheel. A photo helps.
- The channel or title affected, and whether all channels are affected.
- When it started and whether it comes and goes.
- What you have tried so far.
If you are not sure which check failed
Write the five checks on a piece of paper and tick them as you go, noting the time. If you reach the end with every box ticked and the problem still there, you have a precise account to give support, and the account itself is often half the fix.
If only the guide fails
Sometimes channels play but the programme guide is blank or wrong. That is a separate fault, covered in IPTV EPG not working.
If only one channel fails
A single channel can fail while everything else works, because each channel has its own source. Note the channel name and the time, try again later and report it. The line-up changes from time to time, and a channel may have moved or ended.
If everything freezes
Stalling is not the same as not working. See IPTV buffering or freezing for that.
What to avoid doing
Avoid reinstalling everything at once, because it makes it harder to tell what fixed the problem. Avoid installing unknown "fixer" apps. And do not share your log-in details in public forums when asking for help; describe the problem without them. See buying IPTV safely.
When to ask for a refund
If a fault cannot be fixed, the Refund policy says what you can do, and the Complaints page explains how to raise a problem formally.