Getting help
Who will I be dealing with?
Chris, based in Sunderland, Ontario. Every setup and support call is handled personally: no call centre, no ticket system.
How do I get help?
The best start is a free streaming consultation at a time that suits you, or call or text 416-458-0646.
Why do you prefer a call over chat or email?
Troubleshooting by chat or email is a slow back-and-forth that takes a lot of your time. A short call is usually the fastest way to get it sorted.
How does remote support work?
With your permission, we securely connect to your device and do the update, setup or troubleshooting with you, so you don’t have to leave home. See our Remote Support Guide.
Can I drop my box off?
Yes, 7 days a week by arrangement. Please call or text 416-458-0646 first to set a time.
How do you keep customers informed?
We communicate and post updates and other important information in our private Signal group. Ask on your next call to be added.
Boxes and devices
What does a setup include?
The latest system, apps installed and configured, your connection checked, and a voice remote. Just plug in and start streaming.
Can you set up or update a box I already own?
Yes. We can reset and update your Android box, install and test your apps, and remove insecure apps, remotely by appointment or by drop-off.
Is a cheap “Android 14” box a good deal?
Often not: many advertise specs they don’t have. Read what to check before you buy.
Should I buy a new Fire TV Stick?
Check first. The newest Fire TV Stick 4K models run Amazon’s Vega OS, not Android, which blocks apps from outside the Amazon Appstore. See our write-up.
Fixing common problems
My stream keeps buffering.
Start with our Buffering Guide and Clear Cache guide. If it continues, book a free consultation.
My Wi-Fi is unreliable.
Most Wi-Fi trouble is placement, the wrong band, or a crowded channel. Our Wi-Fi guide and modem checklist walk through easy fixes. Take a photo of your settings before changing anything.
Does restarting really help?
Often, yes. Restart the box, and unplug the modem for 30 to 60 seconds, then give it 2 to 3 minutes before testing. Why it helps.
Are there guides for the ESTiVi and OTT Navigator apps?
Yes: the ESTiVi guide and OTT Navigator guide cover remote buttons, favourites, categories and settings.
VPN
Do I need a VPN?
We recommend one on every setup. A VPN encrypts your connection so your provider can’t see what you stream or your home IP address. We use IPVanish, and we can set it up on your box.
Is a free VPN good enough?
Be careful: many free VPNs log and sell the data they claim to protect. Read our study on free VPNs.
Orders and returns
How do I order?
Start with a free consultation so we match the box and setup to how you watch. Shipping on hardware is extra and confirmed before anything is sent.
What is your returns policy?
All sales are final, except for defective products covered by warranty. Digital services are final once activated. Warranty returns need approval and an R.O. number first. Full details: Returns and Refunds.
Are updates included after I buy?
Boxes can be updated at no extra cost within 30 days of purchase or delivery, and a new box can come in once within 90 days for a free reset and reprogramming. All updates are by appointment.