There are many reasons why the advertisements could be freezing 

In order for our team to investigate and fix this problem for you we will need more information.  

Please submit a ticket on this page 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, what type device are you using and what software is it (e.g. iPhoneX, iOS version 14.5), and what app version? 
  • If you are using a Smart TV, what make and model are you using (e.g. Telstra TV, OS version 9.30), and what app version?