Customer support
Work through the common causes first — most problems are solved in the first two steps — then reach us with the detail that makes a quick answer possible.
Five things people contact us about
Choosing a subscription
Which length suits you, and how many simultaneous connections your household actually needs. We would rather talk you out of the wrong plan than sell it.
Device setup
Getting a player installed and your details entered on whatever you watch on — including telling you when a device simply will not do the job.
Account and activation
Details that will not log in, a subscription that has stopped, a renewal, or moving your setup to a new device.
Playback problems
Buffering, a channel that will not load, missing sound, or a programme guide that looks wrong. The checklist below covers the common causes.
Payment and refunds
Confirming an amount before you pay, questions about a payment already made, and refund requests under the refund policy.
Anything else
If you are not sure whether something is a question for us, ask anyway. Pointing you somewhere more useful is a perfectly good answer.
The buffering checklist
Work through these in order. The point of the order is diagnosis: each step rules something out, so by the time you reach the end you know where the problem is even if you have not fixed it.
- Try the same channel on a second device A phone on the same network is ideal. If it plays perfectly there, the subscription and the source are both fine and the problem is the first device or where it sits.
- Try a different channel on the original device If everything else is fine and only one channel misbehaves, that source is the problem. Nothing you change at home will fix it — send us the channel name instead.
- Move to a wired connection, or closer to the router Ethernet if the device has a socket, or an adapter if it does not. If that clears it up, you have found the cause and the fix is a network one.
- Restart the router, then the device In that order, and leave the router off for thirty seconds. Unglamorous, and it resolves a surprising proportion of problems that appeared overnight.
- Lower the stream quality in the player One step down. If a smooth standard-definition picture replaces a stuttering high-definition one, the limit is bandwidth or the device’s decoding power.
- On Android, switch the decoder and raise the buffer Android players expose settings other platforms hide. Switching between hardware and software decoding fixes most single-channel oddities on that platform.
- Check nothing else is using your connections A player left running in the background on another device still holds a connection. Close them fully rather than just returning to the home screen.
If it only happens in the eveningThat pattern almost always points at network congestion rather than the service — either inside your home or in your area. A speed test run at the moment it is stuttering, on the device that is stuttering, will usually show it.
What to send us
Four details, and most problems can be answered in one reply rather than five:
- The device — make and model, and model year for a Smart TV.
- The player app and its version.
- The exact wording of any error, or a photograph of the screen.
- Which of the steps above you have already worked through.
Cover your credentialsBefore sending any photograph, hide your playlist address, server, username and password. We never need them to diagnose a problem, and we will never ask you for them.
How to contact Diablo IPTV
The fastest route. Screenshots make a real difference, so this is the one to use for anything visual.
Open a support chatTelephone
For anything easier said than typed.
+44 7868 240819We have not published staffed hours, because we have not measured what we could reliably hold to. Call or message whenever suits you.