Refunds and cancellations
Here is what refund means in practice in United Kingdom, separated into the link, the local network, the unit and the package.
A single viewer watching in the living room on one display seldom pushes past Basic. A wired run to the principal display removes the single largest variable, and it is worth trying even temporarily. Most of the confusion around refund comes from mixing those four together, so a fault in the living room is charged to the package.
Refunds and cancellations
A cancellation stops the term from being extended; it will not refund time already used as a matter of course. A cancellation is dealt with on WhatsApp at +33 7 56 75 79 66, quoting the order.
Nothing on this page commits to an outcome for a particular programme, since content availability follows licensing and varies by country and season. Where a fault sits with the service and cannot be resolved, the remaining term is the basis for any refund.
Before a refund is assessed, the normal course is troubleshooting: most reported faults turn out to be local network or macOS configuration. Refunds are not offered where the supported unit list were not met, since that is outside the service. A subscription bought for 3 months at 24.99 EUR is calculated proportionally against the portion consumed.
Getting help
Setup help is included on both plans, and it is most effective when the question carries specific details. Questions about compatibility for a particular MAG are worth asking before ordering rather than after. Note the MAG model, the link type, the landing it lives in, and the exact time the problem appeared.
Simultaneous feeds explained
A second screen in the dining room and a third elsewhere is roomy on Premium and tight on Basic. If a stream stops when another begins, the stream limit has been reached — that is the plan working as described, not a fault. A device that is powered up and waiting does not consume a feed; a device left paused mid-programme frequently does.
Which package fits
Both plans include the EPG programme guide and setup help, so the choice is about screen count and sharpness rather than about features being withheld. For a family that watches together, the feed count generally settles matters before the quality tier does.
Raise the question in advance instead of after: the current unit compatibility details are useful confirming for the exact MAG in the box room. The package does not alter the local network, so upgrading cannot resolve an old powerline adapter.
| Term | Basic | Premium |
|---|---|---|
| 1 month | 13.99 EUR | 15.99 EUR |
| 3 months | 24.99 EUR | 35.99 EUR |
| 6 months | 35.99 EUR | 45.99 EUR |
| 12 months | 55.99 EUR | 69.99 EUR |
| 24 months | 99.99 EUR | 119.99 EUR |
| 36 months | 139.99 EUR | 169.99 EUR |
Working out the real monthly figure
Work out the cost per display: a Basic package supporting 2 simultaneous streams divides differently for a lodger with a second screen than for a single viewer. Confirm the current price before ordering, as the figure that matters is the one quoted at the time of the order. A shorter term costs more per month and commits less, which suits anyone still deciding how many screens they require.
| Term | Total for the term | Per month |
|---|---|---|
| 1 month | 13.99 EUR | 13.99 EUR |
| 3 months | 24.99 EUR | 8.33 EUR |
| 6 months | 35.99 EUR | 6.00 EUR |
| 12 months | 55.99 EUR | 4.67 EUR |
| 24 months | 99.99 EUR | 4.17 EUR |
| 36 months | 139.99 EUR | 3.89 EUR |
Frequently asked questions
What is included besides the channels?
Both plans come with the EPG programme guide and help during setup, and neither is charged separately. If you are unsure, start with the shorter term and move up once you know how many screens are in fact running at the middle of the afternoon. Premium becomes the reasonable choice once a sizeable display and a second or third simultaneous stream are both in play.
What is the difference between the two plans?
Basic includes HD and Full HD with two simultaneous streams. The plans differ in quality ceiling and stream count. They do not differ in the guide, the device list, or the help available during setup. Premium becomes the reasonable choice once a big screen and a second or third simultaneous feed arrive together.
Does a longer term reduce the price?
Yes, and it is the only way the price changes. A shorter term costs more per month and commits less, which suits anyone still deciding how many screens they need. For a shared flat with three tenants, compare the total for the term against what the same period costs on the alternative plan instead of comparing headline monthly figures. The per-month figure drops as the term lengthens, and that is the only mechanism by which the price changes.
The picture drops in the evening but not during the day. Why?
That pattern points at bandwidth rather than the package or the unit. Almost every fault falls into one of a limited set of groups, and the symptom generally points at which one. A problem that turns up on one Firestick but not on a Smart TV in the same living room is a device problem, not a network one. Work from the symptom rather than from the guess: the table below maps what you see to what is worth checking first.
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. Support is reached on WhatsApp at +33 7 56 75 79 66, and the same number handles ordering questions. Note the Firestick model, the link type, the living room it sits in, and the exact time the issue appeared.
Do I need to change my router?
Rarely. Each feed needs around 12 Mbps to hold HD / Full HD steadily, and that figure is per feed and not per property. Two Full HD streams running together land somewhere near 16 to 24 Mbps before downloads, video calls or a games console are added. Congestion is time-shaped: the same house that streams HD / Full HD without difficulty at noon can falter at the middle of the afternoon when the entire street is online.