We’re sorry to hear you’re experiencing issues with our streaming service, My5. Whether you’re trying to catch up on your favourite dramas, documentaries, or reality shows, technical glitches can be frustrating. The good news is that most common problems—such as the app freezing, videos not playing, or poor-quality playback—can be resolved with a few simple steps visit channel5.com/activate.
This guide will walk you through the most effective basic troubleshooting checks. We recommend trying these in order, as the simplest fix is often the one that works.
Step 1: The Classic ‘Off and On Again’
It might sound cliché, but restarting your devices is the single most effective way to solve temporary glitches. This process clears the device’s temporary memory and allows the app to start fresh.
- For Smart TVs and Streaming Sticks (Fire TV, Roku, etc.):
- Exit the My5 app completely.
- Turn off your television or streaming device using the remote.
- Unplug the device from the mains power socket.
- Wait for at least 60 seconds. This allows the device to fully power down.
- Plug it back in, turn it on, and relaunch the My5 app.
- For Mobiles and Tablets (iOS/Android):
- Close the My5 app completely (don’t just minimise it).
- Turn your device off and on again.
Step 2: Check Your Internet Connection
A stable internet connection is crucial for a smooth streaming experience. Buffering or a “cannot connect” error message often points to a connectivity issue.
- Restart Your Router: Just like your TV, your internet router benefits from a restart. Unplug it from the power for 60 seconds, then plug it back in. Wait for all the lights to become stable (usually 2-3 minutes) before trying the My5 app again.
- Check Your Speed: Run an internet speed test on a different device connected to the same network (you can search for “internet speed test” on Google). For a stable HD stream, we recommend a minimum speed of 5-7 Mbps. If your speed is much lower, contact your internet service provider.
- Reduce Network Strain: Disconnect other devices from your Wi-Fi network that may be using a lot of bandwidth, such as game consoles or computers downloading large files.
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Step 3: Clear the App’s Cache and Data
Over time, apps store temporary files (the “cache”) to help them run faster. Sometimes, this data can become corrupted and cause issues.
- On Amazon Fire TV: Go to Settings > Applications > Manage Installed Applications > My5. Here you will see options to Clear Cache and then Clear Data. Try clearing the cache first.
- On Android TV/Mobiles: Go to Settings > Apps > My5 > Storage. Tap Clear Cache and Clear Data.
- Note for other devices (Roku, Samsung TV, etc.): Many devices do not offer a simple way to clear the cache. For these, the best option is to proceed to the next step.
Step 4: Update or Reinstall the App
Running an outdated version of the app can cause compatibility problems.
- Check for Updates: Go to the app store on your device, search for “My5,” and see if an “Update” button is available.
- Reinstall the App: If updating doesn’t work or isn’t an option, try uninstalling the My5 app completely. Restart your device once more, then go back to the app store and reinstall it. This ensures you have the latest, cleanest version of the software.
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If you have tried all these steps and are still facing issues, please visit the main help section on the Channel 5 website and use our contact form to get in touch with our support team.
