If another player connects and the BuzzTV 6 app does not, the box is fine. The two are almost certainly being given different kinds of login.

Providers issue more than one set of details and they are not interchangeable: an M3U playlist link, an Xtream Codes (XC) URL with username and password, or a MAC portal tied to your box. Another app may be running on an M3U link while BuzzTV 6 is set up as XC. Same subscription, different door.

What to do:

• Check which type BuzzTV 6 is set to, and make sure the details match that type.
• Ask your provider for the format you want: "please send me the Xtream Codes login".
• On a MAC portal, your provider must have registered that box's MAC address.
• Re-enter the details by QR code from your phone rather than typing with the remote. Most failures are one mistyped character.

Need a hand?

Still stuck? Email cs@buzztv.com with a photo of the white label on the underside of your device, which we use for utility and system checks, and tell us what you see on screen. Support is Monday to Friday, 10:00 to 18:00 Eastern.