How to reach us
This guide covers contact for viewers in Canada, using the figures that actually determine whether a feed holds steady.
Ask before ordering instead of after: the current unit compatibility details are useful confirming for the exact Apple TV in the games room. Contract speed and delivered speed are two separate matters: VDSL into the building says almost nothing about what reaches the screen in the games room. If you take one thing from this page, take the habit of running the same ten-minute test twice — it turns a vague impression into something support can act on.
How to reach us
Saying what you already tried eliminates an exchange, since it clears the obvious suggestions. A fault that shows up only at the middle of the afternoon is useful saying explicitly — timing is frequently the single most useful detail. For an order question, say the plan and term you are considering — for example Basic for 3 months — and the Chromecast you intend to use.
For a support question, give the Chromecast model, the attic room it lives in, the link type, and the exact time the problem appeared. Questions about whether a particular Windows is supported are useful asking before ordering instead of afterwards. The quickest route is WhatsApp at +33 7 56 75 79 66, which covers both ordering and setup.
Planning for a single viewer
Where multiple people watch independently, settling which screens count at the middle of the afternoon avoids an upgrade that was never needed. For a family that watches together, the everyday limit is typically reached at the middle of the afternoon rather than during the day. Simultaneous streams are counted per package, not per unit: Basic allows 2, Premium permits up to 5.
Choosing the unit
Older hardware tends to fail at the interface: menus become slow long before the picture does. For a family that watches together, the thing that settles it is usually how many people can begin a session unaided, which favours the unit everyone already knows.
Storage weighs lighter than assumed, but a device with almost no free space turns erratic at a bank holiday afternoon. A Firestick in the dining room and a MAG elsewhere is a familiar pairing, and it works as long as the package permits 2 simultaneous streams.
- Android TV
- Smart TV
- Firestick
- MAG
- Windows
- macOS
- Android Phone
- iPhone / iPad
- Apple TV
- Chromecast
- Enigma2
- Formuler
- Other
Before you contact support
Note the macOS model, the link type, the living room it sits in, and the exact time the problem appeared. If the problem appears only at a bank holiday afternoon, say so — timing is frequently the most useful single detail. A message that says what you already tried saves a round trip, since it removes the obvious suggestions from the conversation.
What the link needs to deliver
Keep a record of the figures you gauge, since running the same ten-minute test twice is what makes a support conversation brief rather than endless. A wired run to the main screen takes out the biggest unknown, and it is useful trying even as a short experiment.
Contract speed and delivered speed are two separate matters: a copper line into the building tells you very little about what reaches the display in the basement lounge. If a second display is added for a couple sharing one television, recalculate from 12 Mbps upward and do not assume there is room.
HD, Full HD and 4K in practice
HD needs about 5 Mbps per feed, Full HD between 8 and 12, and 4K approximately 25 — those are the numbers worth planning around. Sharpness controls on the television generally spoil the image, as they add edge artefacts to a signal that is compressed before it arrives.
Motion smoothing is the option most regularly responsible for an image that fails to convince without anyone being able to say why. The Basic package includes HD / Full HD, and the difference between quality tiers is visible chiefly on big panels at normal viewing distance.
Frequently asked questions
How do I get help if setup does not go smoothly?
Setup help is included on both plans and is reached on WhatsApp at +33 7 56 75 79 66. A message that says what you already tried saves a round trip, because it eliminates the obvious suggestions from the conversation. If the issue appears only at the school run hour, say so — timing is regularly the the majority of useful single detail.
How many people can watch at the same time?
That depends on the plan instead of the number of devices you own. For a single viewer, the everyday limit is usually reached at the school run hour and not at midday. A second display in the games room and a third elsewhere is comfortable on Premium and tight on Basic.
How much internet speed do I actually require?
Plan on about five Mbps for each HD feed, eight to twelve for each Full HD feed, and about twenty-five for each 4K feed. If a second screen is added for a single viewer, recalculate from 12 Mbps upward rather than assuming the existing link absorbs it. A wired run to the main display removes the single largest variable, and it is worth trying even temporarily.
What is included besides the channels?
Both plans include the EPG programme guide and help during setup, and neither is charged separately. A single viewer watching in the games room on one screen rarely requires more than Basic provides. The plans differ in picture quality ceiling and feed count. They do not differ in the guide, the unit list, or the help available during setup.
The picture drops in the evening but not during the day. Why?
That pattern points at bandwidth instead of the plan or the unit. Nearly all faults fall into one of a limited set of groups, and the symptom typically points at which one. Alter one thing at a time, and note what you changed — a fault fixed by three simultaneous changes will return unexplained.
Which unit should I use in the games room?
The one already wired into the display is most regularly the right answer, since it keeps the picture path short and saves juggling two remotes. Storage matters less than people expect, but a device with almost no free space will behave unpredictably at the school run hour. Keep the device list to what you really reach for; every extra box in the games room is another thing to update and another remote to lose.
How long does the first setup take?
Set aside around twenty minutes, and rather more if the Apple TV needs a system update first. Setup goes faster when the network is settled first, since a fault introduced at the network stage seems exactly like a fault in the package. Allow about twenty minutes for a first setup, and rather more if the Apple TV requires a system update first.