After you pay
Activation: what happens between paying and watching
No part of this is automated marketing. A person reads your message, sets up the line and writes instructions for the device you told us about. This page explains that process so you know exactly what to expect and when.
The sequence
Four steps, in order
- Step 1 We confirm your order You get a written confirmation of the term you bought, the amount paid and the date it runs to.
- Step 2 Your line is activated Activation is handled by a person, not a queue. During support hours it is usually done shortly after payment clears.
- Step 3 You receive device-specific steps Not a generic PDF. The instructions match the television or box you told us about.
- Step 4 We check the first stream with you If picture quality is poor we look at your connection first, because that is the cause far more often than the service.
Your part
What we need from you
Send these with your order and activation is usually finished in one exchange rather than four.
- The term you want: one, three, six or twelve months.
- The device you will watch on, with make and model.
- For a MAG or Formuler box, the MAC address printed underneath it.
- An email address we can send the written confirmation to.
We will never ask you for card numbers, PINs or passwords in a chat message. If a message claiming to be from us asks for those, it is not from us.
A common question
Where to find a MAC address
Only needed for dedicated set-top boxes. Smart TVs, sticks and phones do not use one for this.
On the box itself
Turn the unit over. The MAC address is on the label, printed as six pairs of characters separated by colons.
On screen
It is also shown in the system information screen of the box, usually under Settings and then System or Network.
Send a photo
Easiest of all: photograph the label and send it. That avoids transcription mistakes entirely.
Being straight with you
When activation takes longer than usual
It happens, and we would rather set the expectation than leave you refreshing your inbox.
- Orders placed outside support hours wait until the next morning.
- Bank transfers take longer to appear than card payments, and we activate once payment is confirmed.
- If the device details you sent are incomplete we have to ask, and that adds a round trip.
- Big sporting weekends bring more orders at once, so replies can be slower on a Saturday afternoon.
If you have not heard from us when you expected to, message again. You will not be annoying anyone; things occasionally get lost and a nudge is welcome.
Activation questions
What people ask at this stage
How long does activation take?
Activation is done by a person during support hours, so it is normally a short wait after payment clears rather than an instant automated switch. Orders placed late at night are handled the following morning. If timing matters for a particular evening, tell us when you order.
What information do you need from me?
The device you will watch on, and for MAG or Formuler boxes the MAC address printed on the underside. We do not need your address, your date of birth or any identity document to activate a subscription.
Can I change device after activation?
Yes. Tell us what you are moving to and we will send instructions for the new device. There is no charge for this, and it is a normal thing to do when a television is replaced.
My details arrived but nothing loads. What now?
Send us a photograph of the error on screen. Almost every case is either a typing error in the login, a device that has not finished connecting to the internet, or a player app we did not recommend. All three are quick to resolve once we can see the screen.
Waiting on activation?
Message us and we will tell you exactly where your order is
No ticket numbers and no automated status page. Ask, and a person will look at your order and answer you.
Prefer email? Write to [email protected]. We answer 09:00 to 23:00 Irish time.