Most evening outages are not the provider. In order of how often we see them: your Wi-Fi at peak hour, one channel whose source is down while the rest plays, the app needing a restart, and only then a server problem on our side. Run the four checks below in order; together they take two minutes and tell you exactly who has to fix what.
The four checks, in order
Check 1: another channel
Switch to three other channels in different groups. If they play, there is no outage: one stream is down at its source. Pick the second copy of that channel, or wait; single streams are usually back within the hour. If nothing plays, go to check 2.
Check 2: another device or mobile data
Open the app on your phone and switch the phone to mobile data. If it plays there, your home network is the problem: restart the router, move the TV device to a cable or the 5 GHz band, and check whether someone else in the house is downloading. If it does not play on mobile data either, go to check 3.
Check 3: restart the app and log in again
Close the app completely, open it again and, if it still fails, log out and in with the same details. This clears a stale session and a stale channel list. Also check the subscription end date shown in the app.
Check 4: ask us, with three details
If checks 1 to 3 fail, it is on our side or between us and your provider. Message support with the time, the app and what the screen shows. We see server status live and answer in Dutch; if a server is down, you get the alternative address in the same reply.
Why it is always around nine in the evening
Between eight and eleven the whole country streams at once. Three things fill up at the same time: your own Wi-Fi (everyone at home is online), your internet provider's neighbourhood link, and the streaming servers. A stream that was fine at six needs the same bandwidth at nine but has to compete for it. This is why a network cable and the 5 GHz band solve more evening problems than any setting in the app.
Read: buffering and freezing, causes and fixes
What a real outage on our side looks like
All channels fail at once, on every device, on Wi-Fi and on mobile data, for everyone. That happens a few times a year, usually because a server is being moved or attacked, and lasts minutes to an hour. You do not need to do anything: the app reconnects by itself when the server is back. If it lasts longer, support sends everyone who asks an alternative server address.
Keep two things ready
The message with your login details, so you can re-enter them in a minute, and a second player app installed on the same device. With those two, no outage costs you more than a few minutes.
Questions about IPTV outages
Is there an outage right now?
Do check 1 and 2 above: if other channels or mobile data play, there is no outage. If neither works, message support; we answer with the live status within minutes, also in the evening.
One channel has been down for days
Tell us which one. Single streams sometimes need a new source, and that only happens when someone reports it.
Does a VPN help during an outage?
Only when your internet provider or network is the cause, for example on a blocked campsite network. It does nothing for a server outage.
Do I get compensation for an outage?
For an outage on our side that lasts longer than a day, yes: message support afterwards and we extend your subscription by the lost time.
Still nothing after the four checks?
Send us the time, the app and a photo of the screen. We answer in Dutch, seven days a week, usually within the hour.
