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What to include so we can answer in one go

The fastest replies come from messages that name the device and the plan. "It does not work" needs a follow-up question; "Tiptable on a Firestick 4K, Gold plan, error message says invalid credentials" can be answered immediately. It is not a formality, it is the difference between one message and four.

For installation problems, tell us the app you are using as well as the device. The same symptom has three different causes depending on whether you are signing in with Xtream Codes or loading an M3U URL, and we would rather answer the right one than the most likely one.

For billing, include the email address on the account. We cannot look up a subscription from a name, and asking for it first adds a round trip that nobody needs. If a charge looks wrong, say what you expected to see and what actually appeared, because that difference is usually the whole answer.

Support is staffed around the clock, including weekends and public holidays, in English and French. Average first reply is under eight minutes. There is no ticket robot in front of it, which means there is also nobody summarising your problem badly before it reaches us.