Support
Customer support
Help with choosing a subscription, setting up a device, questions about an order, playback problems and payment enquiries.
What we help with
Bring us any of these
Choosing a subscription
Tell us how many people watch at once and on which devices, and we will point you to the term and connection count that fits.
Device setup
We can walk you through installing a player and entering your details on the device you intend to use.
Orders and activation
Questions about an order you have placed, your subscription term, or the details we sent you.
Playback and quality
If the picture stalls or a channel will not open, we will work through the likely causes with you.
Payment enquiries
Ask about accepted payment methods and the exact amount for your chosen plan before you pay anything.
Renewals
Contact us before your term ends to arrange a renewal and keep the same setup on your device.
Reach us
Two ways through to a person
Message us on WhatsApp, or call +44 7868 240819. WhatsApp is usually faster to resolve a setup problem, because you can send a photograph of the screen rather than describing it.
When you get in touch, it helps to say which device you are using, what you were doing when the problem appeared, and whether anything else in the house is playing at the same time.
Try this first
Playback troubleshooting checklist
Ordered from the most common cause down. Most problems are settled in the first three.
- Restart the player application, then the streaming device itself.
- Run a speed test on the same device and network you are watching on, not on a different one.
- Use a wired connection where the device supports it, or move closer to the router.
- Lower the stream quality in your player if the picture stalls repeatedly.
- Check whether other devices in the house are downloading large files at the same time.
- Confirm that you are not exceeding the number of simultaneous connections on your plan.
- If one channel misbehaves while the rest play normally, send us the channel name so we can look at that source.
Guides
Detailed instructions by device
Ready to explore Sonix IPTV?
Browse the available subscription options, or message our team for help choosing a plan and setting up your device.