Look at service updates for a relevant notice. Check your account for expiry or renewal information. If only one channel is affected, try a few channels from different groups before changing settings.
NVH IPTV · SELF CHECK
Having trouble watching?
Try these checks before contacting NVH IPTV support. Test your IPTV app again after each step. If the problem is fixed, you can stop there.
Restart means switch off and back on. Do not press a modem/router Reset button, factory reset your player, clear app data or uninstall the app as part of this checklist. Those actions may remove settings or sign-in details.
Tick each check you have tried, or that does not apply to your setup.
This checklist works without signing in. Support remains available even if you cannot finish a step.
Unplug the modem/internet gateway from power for about 30 seconds, then reconnect it. Wait until its normal internet lights return before continuing; this may take several minutes. Follow your ISP's instructions for equipment with a backup battery. If your connection has no separate modem, restart the ISP gateway you normally use.
Check whether another website or streaming app works. If the internet is still unavailable on multiple devices, contact your ISP.
If you use a separate Wi-Fi router or mesh system, turn it off for about 30 seconds. Restore the modem first and let it reconnect, then power the router back on and wait for Wi-Fi to return. With a combined modem/router, the previous step covers both. Tick this step if a separate router does not apply.
Use Restart on your Fire TV Stick, Android box, Smart TV or PC. A TV's standby button may not fully restart its apps. If the player is unresponsive, use the manufacturer's power-off instructions; allow about one minute before reconnecting power. Do not interrupt an update. Reopen the IPTV app once the device has fully started.
Choose your device below. Clear cache only; leave Clear data, Clear storage, Reset and uninstall options alone. Menu names can vary by model and software version.
Fire TV Stick / Fire TV
- Open the Fire TV Settings menu.
- Choose Applications → Manage Installed Applications.
- Select the IPTV app you normally use.
- Choose Force stop if available, then Clear cache.
- Return home, reopen the app and test a channel.
Android TV / Google TV / Android box
- Open the device's Settings → Apps; choose See all apps if needed.
- Select your IPTV app and choose Force stop if available.
- Open Storage & cache or Storage if shown, then choose Clear cache. Some TVs show this directly on the app screen.
- Reopen the IPTV app and test again.
Android phone / tablet
Open Settings → Apps → your IPTV app → Storage & cache (sometimes called Storage). Choose Clear cache, then reopen the app.
Samsung / LG / other Smart TV
If the TV uses Android TV, Google TV or Fire TV, follow those instructions above. Other TV systems do not all offer the same cache controls. Fully restart the TV, then look for an app-specific cache option in its app/device-care menu or the manufacturer's guide. If no clear-cache option is available, skip that part and tell support your TV model. Do not reset the Smart Hub, reset the TV or reinstall the app just to clear cache.
PC / laptop
For a browser player, reload the page; on most Windows browsers Ctrl + Shift + R performs a hard reload. On a Mac, try Command + Shift + R. Close other player tabs. For a desktop IPTV app, fully quit and reopen it, using its own clear-cache option only if provided. Do not delete application folders or use Windows app Reset without guidance.
iPhone / iPad / Apple TV
Close and reopen the player, then restart the device if needed. If your player includes a clearly labelled cache-cleaning option, use that. Otherwise skip cache clearing and tell support which player you use. Avoid deleting the app or removing its playlist.
Confirm the player is on your intended Wi-Fi network. Try moving closer to the router, or use Ethernet if your equipment supports it. Pause large downloads and other heavy streaming while testing. Run a speed test on the affected player if possible and note the result; a high download speed alone does not rule out connection instability.
If practical, compare on another connection, such as a short mobile-hotspot test. Mobile data charges may apply. Stop other IPTV playback first so you stay within your subscription's connection allowance. Tell support if the problem only happens on one network.
Use the correct NVH 1 or NVH 3 playlist for your subscription. If available, use the player's refresh/reload playlist option once and wait for it to finish. Try another channel and a lower-quality version if offered. Close extra player sessions and stay within your purchased connection limit.
For an invalid-login or expired message, check the account details privately against your saved profile; repeated password guesses will not fix playback. Do not include your password or full playlist URL in a support report.
Install updates for your player and device from their official update options or the NVH downloads page. Check that the device has free storage and that its date/time are correct, preferably automatic. Close unused apps. If you already use a VPN, note that in your report and whether a brief comparison with it disconnected changes the result, if appropriate for your setup.
Still having trouble?
You can contact us at any stage. Tell us what happened and which checks you could try. Keep passwords, payment-card details and full playlist URLs out of messages and screenshots.
WhatsApp opens a draft for you to review and send. Email support may ask you to sign in. Support details typed here are not saved by this checklist.
Device help references
Menus differ between models. See the manufacturer's help if yours looks different.