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. If buffering is worse at busy times, network congestion or traffic management may be a factor. A VPN comparison can offer a clue, but it is not proof of throttling. See the ISP throttling section below.

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. If other channels work, the issue may be specific to this channel or service. Retry later and check the service provider’s status information.

Log out, close the app fully, reopen, and log in. On most apps you can also refresh playlist or Xtream Codes data in settings. If it remains empty, the issue may be with the account or service provider.

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. If the credentials are correct and the subscription is active, the issue may need to be checked by the original service provider.

Your plan allows a fixed number of devices at the same time. Log out on a device you no longer use, or restart the router to clear old sessions, then log in again. Check your plan terms for its device limit.

Some MAG portals are linked to the device MAC address. If the box or portal settings changed, check the setup details supplied by the original service provider. Find the MAC address under Menu → System Info.

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.

An ISP can intentionally reduce connection speed, but slow streaming alone does not prove throttling. Congestion, Wi-Fi interference, device faults, or the remote service may also be responsible. See the ISP throttling section below.

ISP throttling means an internet provider intentionally reduces connection speed, sometimes for network management or after data-use thresholds. Congestion, Wi-Fi interference, device faults, and the remote service can also cause slow streaming.

Buffering alone does not prove throttling. Compare wired speed tests at different times and across services. A VPN comparison may offer a clue, but it is not conclusive. For a provider-side issue, ask your ISP to check the connection.

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.

Some Smart TVs have limited processing power or memory. Close other apps, fully power off the TV for one minute, then reinstall the app if needed. A dedicated streaming device may perform better.

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.

If service stops around the same date each month, the subscription may have expired. Check its status in the app or account information and use the original provider’s renewal process.

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.

In-person troubleshooting is billed at XCG 45 per hour. Payment is due in advance by bank transfer, before the appointment.

Payments are non-refundable.

Some internet problems originate with the service provider and are outside the scope of device troubleshooting. These may require the provider’s intervention and cannot always be resolved during an in-person visit.