CW Help

1. Run a speed test (see section 1). Below 10 Mbps = internet issue, not a streaming-service issue.
2. If you are on Wi-Fi, move closer to the router or switch to a wired cable if possible.
3. Turn off any VPN — or if you already use one, try switching it on/off as a test.
4. Close other apps that use internet (YouTube, Netflix, downloads, updates).
5. Restart the app and the router (section 1).
6. Still freezing at peak hours (evening)? Your internet provider may be slowing traffic. Test with a VPN on for 10 minutes: if buffering stops, contact your provider or ask us about a VPN setup.

That single channel is having an issue on its way to you, not in your setup. Try again in a few minutes or pick a different channel with the same content (many events are on several channels).

1. Try 2–3 other channels first. One broken channel is normal sometimes; all broken = connection issue.
2. Log out and log back in with copy/paste credentials.
3. Check that your subscription is not expired (see section 8).
4. Update your app to the latest version.
5. Still nothing? Send us a screenshot of the error message on WhatsApp.

Log out, close the app fully, reopen, log in. On most apps you can also refresh the playlist / XTREAM Codes data in settings. If it stays empty, your line may be reset on our side — message us on WhatsApp.

1. Copy and paste both — do not retype. Watch out for capital letters and confusing characters (O vs 0, l vs I).
2. Check your subscription is still active (section 8).
3. Make sure nobody else is using your line — accounts have a device limit. Sharing your login can block or suspend it.
4. Still failing? Send us a screenshot of the login screen on WhatsApp.

Your plan allows a fixed number of devices at the same time. Log out on the device you no longer use, or restart your router to drop old sessions, then log in again. Need more screens at once? Ask us about an extra connection.

Your box is locked to a specific MAC address on our side. If you changed boxes or the portal URL was reset, we need to update it. Send us your MAC address (Menu → System Info) on WhatsApp and we fix it within our support hours.

1. In your app settings, find EPG and refresh/reload it. First load can take a few minutes.
2. Check your device's time zone is set to automatic and correct — wrong time zone shifts the whole guide.
3. If one channel has no guide data but others do, that channel simply has no guide information available.

VOD libraries are large — the list can take up to a minute to fully load the first time. Refresh, wait, then reopen. If it stays empty, log out/in and check section 3.

1. Move the streaming device closer to the router — walls and distance kill speed.
2. Use the 5 GHz Wi-Fi network if available (network name often ends in "5G").
3. Best option: a network cable, or powerline adapters, for the TV box.
4. Reduce devices streaming at the same time in the house.

Some internet providers slow down or block streaming traffic. Quick test: install any reputable VPN, connect, and try your service for 10 minutes. Works better with VPN = provider interference. You can keep using a VPN (many customers do) — just note we cannot troubleshoot VPN-specific issues the same way.

Set your router or device DNS to 1.1.1.1 and 8.8.8.8. On Android/iOS there are free apps for this ("1.1.1.1" by Cloudflare). On a router, look under WAN/DNS settings.

1. Settings → Applications → Manage Installed Applications → your streaming app → Clear cache, then Force stop, reopen.
2. Still bad? Clear data (you will log in again) or uninstall and reinstall the app.
3. Restart Firestick: hold the Play/Pause + Select buttons, or unplug power 30 seconds.

Settings → Apps → your streaming app → Clear cache → Force stop. Reopen and log in. Still bad: reinstall the app and restart the device.

Close the app from the app switcher, reopen. Still bad: delete and reinstall the app, then log in again with copy/paste. Check the device time is automatic.

Smart TVs have weak processors and little memory — a streaming box almost always works better. Fixes: close all other apps, restart the TV (full power off 1 minute), reinstall the app. If it keeps freezing, ask us about the best app for your TV model.

On VLC: playlist not updating? Re-download the M3U and re-open it. In your streaming player app: remove the playlist and add it fresh. Always copy/paste login details.

Service stopping on the same day every month usually means the plan expired. Message us on WhatsApp with the name/username on your account and we will check it for you and send the renewal options.

Your login works on any supported app — but only on the allowed number of devices at the same time. Install the app, enter the same login, done. Problems? See section 4.