Help with setup — 30-minute session with an engineer

Choose your time on the booking page — the slot is reserved and paid for in one step. Booking and payment in advance are required.

What this is

Thirty minutes with our engineer — by video call, WhatsApp chat, live chat on our website or phone, depending on availability. You show or describe what is happening, we tell you what to press, and within the session we work to get the picture back or find out why it is not there.

How it works

Choose a slot on the booking page and pay £25. A video call opens from the link in your confirmation in your phone or computer browser — nothing to install, no account, no password. On a computer you can share your screen; with a set-top box or TV, simply point your phone's camera at the screen. The session can also take place in the live chat on our website.

What we help with

The player will not open or closes straight away, channels do not load, the picture freezes or breaks up, the app asks for a login again, a new device needs setting up, the app stopped working after a TV system update, or you need to find out whether the problem is the contract or the internet at home.

Not included in the session

We do not repair equipment, deal with your home internet or your contract with your provider, work with contracts taken out elsewhere, or guarantee that the app works on every device model. If the cause turns out to be the connection speed at home, we will say so plainly — that is a matter for your internet provider.

Why it is paid

A session is half an hour of an engineer's time reserved for you. Player contracts include connection and setup, but not diagnosing a particular device or home network. It is a one-off payment, with no subscription.

The payment is non-refundable. If the cause is outside our control — the internet, the device or the provider — we will not be able to fix it, but we will tell you what to do.