1. Find out what is affected.
Try another live channel and one available on-demand item. Check the guide and another internet app. A single programme failure differs from all playback stopping.
- Record the programme, time and exact error.
- Do not reinstall or factory reset first.
2. Check the connection to the box.
Compare Ethernet where available, move closer to the router and pause large downloads. Weak Wi-Fi can interrupt a fast broadband connection.
- Use the supplied power adaptor.
- Check ventilation and free storage.
Choose a service for a compatible device, or a configured ZZ Box.
3. Restart carefully.
Close and reopen the app. If needed, restart the device and router using manufacturer instructions, then allow the connection to recover.
- A restart does not guarantee a new public IP.
- Use a longer power-off procedure only if support asks.
- Keep the working installation and account details intact.
4. Separate errors from restrictions.
Review an explicit provider filter warning with the account holder. Buffering alone is not proof of a block; a VPN or add-on is not a universal fix.
5. Bring the evidence.
Tell us your username, model, app version, ISP, connection type, programme and approximate time. Include the result of each check.
A REAL PERSON. A USEFUL NEXT STEP.
A different screen? We can help.
Tell us your device model, account username and exact message. Include what you have already tried so the team can pick up from there.