There are many reasons why the advertisements could be freezing, and we will often require additional information to help troubleshoot these. 


We find the below can sometimes help:

  • If you are using Airplay or Chromecast - close any apps that you have open in the background
  • If using a windows or mac computer, try restarting your device  


If the above don't work, please submit a ticket and provide the following details:  


  • What show are you watching (including Season and Episode)
  • Are you trying to watch Live or Catch-up?
  • If Live, what channel?
  • Do you remember which Ad is freezing?
  • If you are using a computer, what browser and version are you using (e.g. Chrome, Version 90.0.4430.93)
  • If you are using a 10 play app, send through the information from the "App Info" screen
  • If you are using Chromecast or Airplay, let us know