If you're having trouble with BritBox, giving us the right details can help us fix the issue faster. Here’s what to include when you reach out.
Device Information
Knowing what device you're using helps us figure out if the problem is device-related. Please tell us:
- The type of device you're using, like a TV, phone, tablet, or computer
- The model (if it applies)
- The year it was made (if available)
- The operating system, like Windows 10, iOS 16, or Android 12
- The app version on your device (if applicable)
- The BritBox app version (if applicable)
- The web browser you're using if you're watching through a browser, like Chrome, Safari, or Edge
Network Information
Sometimes, internet issues can cause problems with streaming. Let us know:
- Your IP address (if you can find it)
- If you're using a VPN (Yes or No)
Issue Details
The more details you provide, the easier it is to find a solution. Please describe:
- What’s happening? For example, does the app crash when you open it, or does the video freeze while playing?
- Do you see an error message?
- Have you captured a screenshot of the error or recorded a video showing how the issue happens?
- Does the issue happen when launching the app or during playback?
- How often does this happen? Every time you watch, occasionally, or only with certain shows?
Once you’ve gathered this information, reach out to our Customer Support. The more details you provide, the quicker we can help!
We look forward to hearing from you.