Start with the symptom you can see
A failed channel is not evidence that every account is down. Likewise, a successful speed test does not rule out Wi-Fi dropouts, app problems or an account error. The useful result is whether the problem follows a channel, a device or the account.
| Symptom | First check |
|---|---|
| Login rejected / failed authentication | Confirm the app, login format, exact credentials and account activation or expiry. |
| One channel will not play | Try another channel; note the affected channel and time for support. |
| Every channel fails | Check other internet apps, then account status and active connection count. |
| Video plays but buffers | Compare another channel, lower playback quality if available, and test the network at the TV. |
| App will not install or open | Check the device operating system, storage and the app version supplied for it. |
| Programme guide is empty | Check the device time zone and guide settings; an empty guide alone does not prove playback is down. |
Run a short comparison test
Change one thing at a time. If both devices fail on the same channel but other channels play, send that channel name to support. If only one device fails, focus on its app and network. Do not delete the player or reset it until you can recover your account details.
- Record the error and time before changing settings.
- Close playback on other devices so the test stays within your connection allowance.
- Try a second channel on the same device.
- Check whether another internet app works on that device.
- Restart the affected player and device, then test again.
- If you already have another configured device, stop the first stream before testing the second.
Send a report support can use
Include your order reference, device model, operating system, app name, exact error text, affected channels, time and time zone. Explain whether another channel or another device worked. Hide usernames, passwords and playlist addresses in screenshots.
If the app has changed its name or is prompting for unfamiliar access details, ask the support team handling your order before installing a replacement. A discussion about an app update on another website does not confirm which update applies to your account.
Questions people ask
Is CatchON TV down right now?
This site does not publish a live service-status feed. Test another channel and device as described above, then ask support whether there is an incident affecting your account.
Should I reinstall if CatchON TV buffers?
Start with channel, network and connection-count checks. Reinstalling may remove settings and will not fix an expired subscription or an unavailable channel.
Why does CatchON TV stop when another TV starts?
Check your simultaneous connection allowance and close unused streams. If the behaviour continues while you are within the allowance, report both devices and the test time to support.