It happens like this: you changed nothing, everything worked, and suddenly your devices stop playing. The channel list is there, but playback does not start — or it starts and breaks up.
Most often it is the one-address rule
A subscription works within a single home network: all devices must reach the internet through the same router. A second TV at a relative's place, mobile internet, a VPN or a work network is a different address, and it counts as a separate connection point. The screens in your package are counted inside one network only: a two- or three-device package does not lift this rule.
How it looks on different packages
- Sputnik TV — shows a message about exceeding the number of devices and may not let you watch at all.
- Other packages — usually let you in, but may show the same message about breaking the viewing terms, or start stuttering: the picture freezes and channels open every other time.
- Globus TV — the exception: no address binding, the screens work from anywhere.
What to check yourself
- Whether all devices are connected to the same router — has one of them switched to mobile internet.
- Whether a VPN is switched on in the TV, the set-top box or the router itself.
- How many screens your package has and how many devices are watching at the same time.
What we can do
Write to us — we will pull the log for your line and see which addresses were watching and when. The log shows straight away whether the problem is the one-address rule, the number of screens or the quality of the connection.
If the devices are at different addresses, there are two solutions: move everything onto one router, or take a separate subscription for the second address. For watching from different places, Globus is the right choice.
If we changed your password — wait ten minutes
The playlist password is changed only by us, at your request — you cannot change it yourself in your account. After the change, viewing does not come back instantly: a busy line is released in about ten minutes. If it still does not play half an hour later, unplug the TV or the set-top box for a couple of minutes.
And just in case
Never pass your login and password to anyone, including friends who want «to try it». This is rare, but if someone else is using your details, they are the ones holding the line.