Every service has bad days. What matters is what happens on them, and whether anyone tells you.
Planned maintenance
Infrastructure work is scheduled for the quietest hours we can find, and never knowingly during a major live event. Where a change could interrupt playback, we say so in advance rather than letting people discover it mid-film.
Unplanned problems
When something breaks unexpectedly, the priority order is: restore service, tell people, then find out why. We would rather post a short and slightly vague update quickly than a polished one an hour later.
How you will hear
- Support channels are the fastest — WhatsApp and live chat
- Anything affecting more than a handful of customers gets a note here
- Planned work that could interrupt viewing is announced beforehand
What helps us most
Reports that name the channel, the time and the device. Three details turn a vague report into something we can trace. “Sports channel was bad last night” is genuinely difficult to act on; “channel X, around 9pm, on a Fire Stick, other channels fine” is not.
App and player updates
The players are third-party apps from your device’s own store, so they update the way everything else on that device does. If a player starts misbehaving after working fine for months, check for an update to both the app and the device’s operating system before assuming the service is at fault.
