Troubleshooting TipsSimple fixes to try, and how to reach support

Quick fixes to try first

1. Restart the box. Switch off at the wall, wait 30 seconds, then switch back on. This fixes many issues.
2. Restart your modem or router. Switch it off for 30 seconds, then on again, and give it a few minutes to reconnect.
3. Check the cables. Make sure the HDMI, power and (if used) network cables are pushed in firmly at both ends.
4. Check the TV input. If the screen says "No signal", press Input or Source on your TV remote and choose the HDMI port the box is plugged into.
5. Check the Wi-Fi. Make sure other devices near the TV are online. If the signal is weak, try a network cable from the router, or move the router closer.

Common problems

• Picture stops or loads slowly: check your internet speed near the TV (we recommend 30–50 Mbps), pause big downloads, and restart the router. See what internet speed you need.
• Remote not responding: check or replace the batteries, and point the remote straight at the box with nothing in the way.
• No sound: check the TV volume and mute, and try another HDMI port.
• A show or channel isn't working: try another channel to see if it's just that one, then restart the box.

Still need help?

Our support team is on WhatsApp (text only) on 0488 487 980, 9am–11:30pm. Calls aren't accepted on that number. Please tell us what you see on screen and what you've tried. You can also phone (02) 9098 1840.