Troubleshooting and Reasons for Internet Disruption
We are a market leader in Internet TV and take every single customer experience very seriously. We want all of our customers to enjoy perfect UK television feeds, however, some things are out of our control and can cause disruption.
It is important to know that just because other services like Netflix and YouTube may stream OK and your UKTV box may not mean that the problem lies with your UKTV service, nor does having a very fast Internet connection bear any relevance in many cases. You can have a 30MB connection and your UKTV box may still freeze because of packet loss or inadequate routing provided by your ISP.
Streaming video tests the limits of any Internet connection and is the most bandwidth intense product available. NO streaming video system works perfectly 100% all of the time, but the system we have built is as close to perfect as there is. If you are experiencing freezing issues, especially at peak times of day (8PM -10PM) then it is an absolute certainty that the problem lies with your Internet Service Provider (ISP). If you are experiencing consistent freezing at all times, then there is a 100% certainty that it is a problem with your ISP or as mentioned the remote guide is not being followed correctly.