Start here: five quick checks
These fix the majority of problems in a couple of minutes:
- Restart everything. Switch off the router, the TV and the streaming device at the plug for 30 seconds, then turn the router on first.
- Try another channel. If only one channel has a problem, it is probably that stream – let us know and try again later.
- Check your connection with a speed test on the device itself (see speeds below).
- Update the app and device to the latest version.
- Check your plan is active and that you aren’t already watching on all of your plan’s devices.
Buffering and freezing
Buffering means the picture pauses or freezes while the app waits for more data. It is almost always caused by something between the internet and your screen:
1. Improve the connection to your device
- Use an Ethernet cable where possible – it is the single biggest improvement for live sport.
- On Wi-Fi, connect to the 5 GHz network and keep the router out of cupboards and away from the TV’s back panel. A Wi-Fi mesh system or powerline adapters help in larger homes.
- On a Firestick, use the HDMI extender that came in the box and power it from its own plug, not the TV’s USB port.
2. Free up your broadband
Downloads, game updates, cloud backups and other streams all share your connection. Pause large downloads during big matches, and remember each extra screen needs its own bandwidth.
3. Look after the device
- Clear the app’s cache in the device’s app settings.
- Close apps running in the background and restart the device once a week.
- Free up storage – streaming sticks slow down when they are nearly full.
4. Change the app’s player settings
Most IPTV apps let you choose the stream format (try switching between MPEGTS and HLS), the built-in video player, and hardware or software decoding. Change one setting at a time and test the same channel.
The picture looks blurry or isn’t HD
- Pick the HD, FHD or 4K version of the channel – many channels are listed in several qualities.
- Check your speed: the app may drop quality when your connection can’t keep up.
- For 4K, you need a 4K TV, a 4K device (for example a Fire TV Stick 4K) and the HDMI port marked 4K or HDR on the TV.
- Check the TV’s picture mode – “Standard” or “Movie” usually look better than “Vivid”.
Login and account errors
“Invalid username or password”
Logins are case-sensitive. Paste them from your WhatsApp message instead of typing, check there are no spaces at the start or end, and make sure the server URL begins with http:// and includes any port number (for example :8080).
“Account expired”
Your plan has ended. See how to renew – your service works again as soon as the renewal is confirmed.
“Maximum connections reached”
All of your plan’s devices are already streaming. Stop playback on another device and wait a minute, or move to a bigger plan – see multi-room IPTV.
MAG or Formuler box: “Authentication failed”
The MAC address we activated doesn’t match the box. Send us a photo of the label under the box so we can check it.
The app won’t open, crashes or shows a black screen
- Force-stop the app in the device’s app settings and open it again.
- Clear the cache (not the data, which removes your login).
- Update or reinstall the app. On a Firestick, ask us for the current download code.
- Try another player app – your Elitnes login works in all of them. Our setup guides list good options for every device.
The TV guide (EPG) is empty or shows the wrong times
- Refresh the guide: look for Update EPG or Refresh TV guide in the app’s settings, then wait a few minutes.
- Check the date, time and time zone on your device. Ireland and the UK use the same time, so choose Dublin or London.
- Adjust the EPG time shift in the app’s guide settings if every programme is out by the same amount.
No sound, or sound out of sync
- Choose another audio track from the player’s options while the channel plays.
- Switch the player or decoder in the app’s settings.
- If you use a soundbar, set the device’s audio output to stereo or PCM, or turn off audio passthrough.
- Use the app’s audio delay setting to bring lips and voices back in line.
What internet speed do you need for IPTV?
| Picture quality | Recommended speed per screen |
|---|---|
| SD | 5 Mbps |
| HD and Full HD | 10 Mbps |
| 4K Ultra HD | 25 Mbps |
Add the figures together for every screen watching at once, and leave headroom for other things in the house. Test on the device that will watch – a speed test on your phone next to the router can look much better than the TV in another room gets. A browser-based test such as fast.com works on most TVs and sticks.
VPN questions
Do I need a VPN for Elitnes?
No. Elitnes works without one.
Can a VPN cause buffering?
Yes. A VPN adds an extra step for your data, and a distant or busy VPN server can slow your stream down. If you have problems, turn the VPN off and test the same channel again.
If you choose to use one
- Pick a server close to you, in Ireland or the UK.
- Use a fast protocol such as WireGuard if your VPN offers it.
- Use split tunnelling, if available, so only the IPTV app goes through the VPN.
Still not working? Contact us
Our support team is on WhatsApp 24/7. To get a quick fix, send us:
- your username (or MAC address for MAG and Formuler boxes);
- the device and app you are using;
- the channel and time the problem happened;
- a photo of any error message, and your speed test result.
If we can’t fix a problem on a new subscription, you are covered by our 15-day money-back guarantee. You can also browse the full FAQ.