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Try a second channel and pause other large downloads. If the device supports Ethernet, compare it with the usual Wi-Fi connection. A speed test from a different device may not describe the television’s wireless link.
Keep a note of the time, channel and whether sound continues. Avoid changing the router, decoder and player all at once, because you lose the comparison that helps locate the fault.
Keep the comparison useful
Change one relevant setting or connection at a time. A change that fixes playback on one source but breaks another is useful information to include in the support message.
If you can, record the time and affected programme, and mention whether another programme plays. Do not send a long list of unrelated account passwords or activation keys.
Contact support with the right details
WhatsApp +44 7532 814802 or email [email protected]. Include your device model, app name and the exact stage where the problem appears.
If this concerns a paid account, keep the purchase reference in the private conversation. For refund questions, use the refund request process rather than assuming a technical fault has already been reviewed.