In this guide
A picture that freezes during a match is maddening, but the fix is usually simple. The trick is to find out where the problem sits before changing anything. Two quick questions get you most of the way there.
First, narrow it down
| What you notice | Most likely cause |
|---|---|
| One channel fails, the rest play | That channel’s source, on our side |
| Every channel stutters, but only in the evening | A busy home network or broadband line at peak time |
| Every channel stutters on one TV, but plays on a phone | That device: memory, Wi-Fi signal or app settings |
| Nothing plays anywhere, and the app shows an error | Login details, an ended plan or too many screens |
| Sound but no picture, or picture but no sound | A codec or audio setting on the device |
Keep that answer in mind as you work through the rest.
Five-minute fixes
- Close the app completely and reopen it. On Android TV and Fire TV, a “back” press often leaves it running; use the device’s app settings to force-stop it.
- Unplug the streaming device for thirty seconds. Sticks and boxes rarely get a real restart, and their memory fills up over days.
- Restart the router if several devices are struggling at once.
- Check your plan is active in My subscription. An ended plan looks exactly like a broken stream.
- Count the screens playing. If more screens are streaming than your plan includes, one of them will refuse to start or another will stop.
Fixes for the connection
- Test the speed on the TV itself, not on your phone next to the router. Full HD needs about 20 Mbps that holds up; 4K needs 35 Mbps or more.
- Use a cable if the router is anywhere near. It’s the single biggest improvement for live TV.
- Switch to 5 GHz Wi-Fi if a cable isn’t possible, and keep the router out of cupboards and away from the TV’s back panel.
- Pause heavy traffic such as game downloads, cloud backups and other streams while the important match is on.
Fixes inside the app
- Raise the buffer. In TiviMate, Settings → Playback → Buffer size gives the stream more reserve to ride out short dips.
- Pick the Full HD entry of a channel instead of 4K when the household is busy.
- Clear the app’s cache. On Android TV and Fire TV, open the device’s application settings, choose the player and clear its cache (not its data, or you’ll lose your setup).
- Update the app. Player updates regularly fix playback problems.
When the app shows an error
| Message | What it usually means | What to do |
|---|---|---|
| Invalid login, or authentication failed | A detail is mistyped | Copy the server, username and password again from your account; see your login details explained |
| Premium isn’t active | The wrong account was used to unlock Premium | Sign in with the TiviMate account, not the Moa Tv login |
| Too many connections, or the stream stops when another starts | More screens than your plan allows | Stop playback elsewhere, or add a device when you renew |
| The playlist is empty | The plan has ended or the login is wrong | Check the end date in My subscription |
When the problem is on our side
If one channel fails while everything else plays smoothly, it may be offline for maintenance or have a problem at its source. Try it again in a little while, and if it stays dark, tell us. Our stable streaming page explains how busy evenings are handled.
What to send us
A ticket gets the quickest answer when it includes the channel name, your device and app, roughly when it happened, a speed test result from the TV and whether other channels were playing. A photo of any error message is worth a paragraph of description.
Questions
Why does it only buffer at nine in the evening?
That’s when your neighbourhood, your household and everyone’s streaming apps are busiest. A cable connection and a larger buffer help most.
Will a VPN fix buffering?
Moa Tv doesn’t need one, and a VPN adds an extra hop that often makes streaming slower, not faster.
Does restarting the router really help?
Often, yes. Home routers can slow down after weeks without a restart, and a reboot clears that.