Support
The IPTV Ireland support centre
Two ways to reach us, one set of expectations, and a short list of things that fix most faults before you need either. Support is included in every plan and it does not expire.
Best for setup, faults and anything where a photo of the screen helps. This is the fastest route by a wide margin.
Best for billing, renewals, refunds and anything where you want a written record. Attach screenshots if you have them.
When we are here
09:00 to 23:00 Irish time, seven days a week, including bank holidays. Messages left overnight are answered the following morning in the order they arrived.
Help us help you
Four things to send with your first message
Include these and most problems are solved in one reply instead of five.
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What you are watching on
The make and model of the television or streaming box, and which player app you installed.
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A photograph of the screen
An error message, a spinning loader or a frozen picture all look different to us and each points somewhere else.
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Whether it affects everything or one thing
All channels or a single one? Live only, or on demand too? This is the most useful sentence in the whole message.
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How the device is connected
Wi-Fi or cable, and roughly how far the device is from the router. Half of all faults are answered by this line alone.
Try first
Three fixes that resolve most faults
Genuinely worth two minutes before you message anyone.
Restart the streaming device
Fully unplug it from power for thirty seconds rather than using standby. Sticks in particular benefit from this.
Restart the router
If it has been running for months without a reboot, this resolves a surprising share of evening buffering complaints.
Try a different channel and a film
If one channel misbehaves and everything else is perfect, the problem is that source rather than your house.
What to expect
How we handle different kinds of request
These are expectations, set honestly, rather than a service level we would struggle to guarantee.
| Request | Best route | What happens |
|---|---|---|
| Setup help | We walk through it with you step by step, usually inside the same conversation. | |
| Buffering or picture quality | We work out whether it is your connection, your device or the source, then act on whichever it is. | |
| Moving to a new device | Either | We send fresh instructions for the new hardware. There is no charge for this. |
| Billing, renewal or refund | Handled in writing so both sides have a record, and assessed against the published refund policy. | |
| A complaint about our service | Put "complaint" in the subject line. It is read by someone who can make a decision rather than deflect it. |
If you are unhappy with how we have handled something, say so in writing to our support address first so we have a chance to fix it. Consumers in Ireland can also seek independent information from the Competition and Consumer Protection Commission. Our business details are on the legal notice page.
Talk to someone
Support that answers before and after you buy
Most questions we get are about hardware and broadband rather than the subscription itself. Ask them before you order, when the answer is still useful.
WhatsApp for setup and faults
The fastest route. Send a photo of your screen and we can usually tell what is wrong from it.
Email for billing and refunds
Write to [email protected] so there is a written record of anything to do with money.
When we are available
09:00 to 23:00 Irish time, seven days a week. Messages sent overnight are answered the next morning.
Still stuck?
Send the photo of your screen and we will take it from there
You will not be passed between departments, because there is only one. The person who replies is the person who can fix it.
Prefer email? Write to [email protected]. We answer 09:00 to 23:00 Irish time.