Troubleshooting

I'm having problems playing videos

We don’t want anything getting in the way of you and your favourite shows! If you're experiencing any freezing, buffering, error messages or a blank screen please try the steps below:

  1. Restart your ITV Hub app
  2. Reset your ITV Hub app
  3. Uninstall / Reinstall your ITV Hub app
  4. Check your wifi connection
  5. Check your internet speed (you’ll need at least 800kbps to play our videos and ITV Hub will adjust your viewing experience depending on your internet speed)

If you are still having problems after trying the steps above, please get in touch.

I can't hear any sound

If you hear no sound at all, please check your mobile phone volume settings and make sure the volume is turned up.

If you are getting sound from all other applications but not your ITV Hub app, please let us know.

I am abroad and can't watch videos

The ITV Hub is only available within the UK as we don't hold international rights for all of our shows. If you’re lucky enough to be on holiday or you live abroad, you won't be able to watch ITV Hub until you return to the UK, but you can sign up for ITV Essentials which will let you watch some of our most popular shows whilst you're away.

I am in the UK and can’t watch videos

You might experience problems if your Internet Service Provider (ISP) uses servers located abroad. If your IP address suggests you’re not in the UK, you won't be able to watch our shows.

Your ISP should update their servers on a weekly basis. If you continue to have problems, please contact them to investigate further.

You can check the location of your IP address yourself at :www.whatsmyip.org

Note down your IP address and type it into the following website in the top right hand side under RIPE Database Search: www.ripe.net. If it’s outside the UK then you will be blocked. If it's inside the UK then your ISP may not have registered their IP addresses with the correct databases.

If you are still continue to have problems please get in touch with us.

I'm getting a “programme currently unavailable” message when I'm trying to watch live TV

We provide live TV streams of ITV, ITV2, ITVBe ITV3, ITV4 and CITV. Sometimes however, a show will only have television rights and not online rights. If this happens you will receive the ‘unavailable’ message - don’t worry this isn’t a technical fault.

My video keeps buffering

Our videos are designed to play pretty much straight away, but a small amount needs to be loaded, or "buffered" first before play can begin. However, if your signal is weak or your internet connection is slower than 800kbps, the ITV Hub may not be able to download enough of the show to play.

You can check your broadband speed by visiting www.speedtest.net.

Please be aware that you may incur additional charges from your mobile supplier for viewing over 3G/4G and we recommend that you check your tariff to avoid any surprises when your phone bill comes through.

Why won't my app update?

iOS

To update your app to the latest version, you need to be running iOS version 7.0 or above. This does mean that older devices such as the original iPhone, iPhone 3G and iPod Touch 1st and 2nd generation and some early generation iPads are not supported.

Android

To update your app to the latest version, you'll need an Android phone or tablet running Android OS version 4.1 or higher.

We always advise that you have the latest operating system version running on your device to ensure you get the best ITV Hub performance.

How do I download a show?

You’ll need to be subscribed to ITV Hub+, which you can do via the Settings menu. Once you’ve done that, make sure you’re logged in and select the show you’d like to download.

You’ll see a download prompt just below the video - tap that and your show will start downloading!

Make sure you’re connected to wifi or your download will fail.

How many downloads can be done at once?

You’ll be able to download three videos simultaneously and the others will queue until they are complete.

How many downloads can I store?

You can have as many downloads as your device can store. If you’ve run out of storage, an error message will pop up which means you may have to delete some things so the download can be completed.

How long can I keep my downloads?

You will see everything you’ve downloaded in the Downloads section on the app until you delete them yourself. However, anything you have downloaded is only available to watch for up to 7 days, as long as it is not due expire from the Hub. After those 7 days you will need to download it again.

At present, you cannot download a piece of content, which has less than 7 days left on the Hub. A downloaded show will be unavailable to watch if it goes beyond the Hub expiry date.

What is the Hub expiry date? The ITV Hub has the rights to show programmes for a specific time period. This is usually 30 days, but can be less or more depending on the content. Please check the programme’s page on the Hub, this shows the number of days a programme has left on the Hub.

We are working to improve this feature in future releases of the app to ensure it is as functional as possible. Keep an eye out for app updates.

Where do I find my downloads?

You can access your downloads by swiping up the banner sitting at the bottom of the app OR by tapping the settings icon in the top right corner of your screen- there you will see a downloads section which will have all the shows you’ve downloaded so far.

Which shows can I download?

A wide range of our top telly is available for you to download, but we are not able to make every show available to download due to licensing agreements.

Why can’t I download a show?

There are a few reasons as to why you can’t download a particular show.

- You may not be able to download a show due to it only being available for seven days
- Due to licensing agreements, some US shows will not be able to be downloaded (i.e. Family Guy)

Why has my download failed?

There are a few reasons why your download may fail:

- Poor wifi connection: You can only download shows when you’re connected to wifi
- Downloads will fail if you begin to run out of space, lose your wifi connection or try to download with 3G/4G
- Lack of storage on your device. Your device may not have enough room to complete the download in which case you’ll need to delete a few things
- Your device may to be too slow to handle the download process

Can I download on desktop?

The download feature is currently only available on iPhones and iPads (iOS 10 and above).

Can't find what you're looking for?

If you are having problems and can't find a solution on our help pages, please contact let us know.

You can email us at itvhubhelp@itv.com, tweet us @itvhub or call us on 0344 88 14150 (select option two). We’re available Monday to Friday 9.00am-9.00pm, Saturday 10.00am - 8.00pm, and Sundays and bank holidays 10.00am - 7.00pm.

How to...

Using the ITV Hub app

Chromecast

Using the ITV Hub app

iOS

Which iOS devices are supported

The ITV Hub app is available from the Apple store on on all devices listed below:

Mobiles:

All iPhones from iPhone 4 and above

Tablets:

iPad Air, iPad Air 2, iPad with Retina display (4th generation), new iPad (3rd generation), iPad Mini, iPad Mini (with retina display), iPad 2, iPad Mini 3 and 4

The quality of playback depends on your device and network capabilities. For optimum performance, please ensure that you are running iOS7 or above (users on an OS below iOS 7 won't be able to download the ITV Hub app).

Can I connect to a TV using AirPlay or HDMI?

Apple mirroring facilities including HDMI and Lightning cables are not supported by the ITV Hub. These features may have worked previously, however the feature is not yet fully supported and may stop working or work intermittently.

Why do I have to set up an account to watch programmes?

Setting up an account is completely free and will open the door to a world of entertainment! You can:

  • Stream live TV
  • Watch shows from the last 30 days
  • Access exclusives like premieres and box sets
  • Stay in the know with personalised emails about shows and new features

How do I manage push notifications from the ITV Hub?

Lucky you - as an iOS or Android viewer who has upgraded to the latest version of the ITV Hub, you'll automatically receive notifications from us about the shows you already know and love, plus some we think you might like.

If you decide that notifications aren't for you, no problem - just head to Settings in your device's app manager.

Watch out though - you might miss out on an exclusive premiere or the chance to watch one of our gripping box sets!

How can I reset my password?

Don't worry! If you've forgotten your password, we can easily help you to reset it.

Tap "Forgotten your password?" at the bottom of the screen. Now enter your email address and we'll fire you an email that contains a link to reset your password.

Don't forget that your email may go to your junk folder if you haven't had one from us before, so do check in there if you don't see it straight away.

If you are still having problems or don't receive an email, please get in touch.

Does the ITV Hub keep me logged in?

Yes, you will stay automatically logged in until you choose to manually log out of the app.

Which third party software licences apply to the ITV Hub iOS app?

Please see this page for details on our third party licences.

Android

Which Android devices are supported?

The ITV Hub app is available from the Google Play store on a wide variety of devices. Given the high volume of Android devices in the market we have tested and optimised the app for the most popular devices, according to our usage statistics.

As we continue to improve the app, we will aim to support more devices.

Which third party software licences apply to the ITV Hub Android app?

Please see this page for details on our third party licences.

Windows

Which Windows devices are supported?

The ITV Hub app is available from the Windows store on on the devices listed below:

Phones:
Windows Phone 8.1, Windows Phone 8

Which third party software licences apply to the ITV Hub Windows app?

Please see this page for details on our third party licences.

Chromecast

What is Chromecast?

Chromecast is a device you plug into your telly’s HDMI or USB port, which allows you to play video from your mobile or tablet device through your TV.

Are the ITV Hub apps Chromecast compatible?

Great news - they certainly are! You will need to ensure you have iOS 9 or Android 4.4 and above, plus the latest version of the ITV Hub app.

How do I set up Chromecast?

You need to connect your Chromecast device to your telly via the HDMI or USB port, and select the correct input and wifi connection, ensuring that your telly and your device are both using the same wifi connection. You will also need to make sure you’ve downloaded the GoogleCast app onto your device. Take a look at this helpful set up site for detailed set up instructions: https://support.google.com/chromecast/answer/6006232?hl=en-GB

How do I cast from the ITV Hub?

Once you’ve set up your Chromecast device on your telly, you need to make sure you’ve updated your ITV Hub app to the latest version. Once you’ve got the Chromecast enabled version of the ITV Hub app, you need to press the Chromecast icon in the top right hand corner of your device screen, and when prompted, select the device you want to watch on from the list. Then the hard part - deciding what to watch first!

Why isn't my app showing the Chromecast icon?

You may be running an old version of the ITV Hub app. Updating your app should give you casting ability. Also you need to have set up Chromecast on your telly in order to see the icon.

I've come out of the app but the TV is still playing my cast.

Yes, that’s the way it’s designed so that you can continue to use your phone to call people or use the internet. To stop the cast then press stop on the controls on the lock screen, or open the app and press stop.

At what point can I start casting a show?

You can start casting prior to selecting a show you want to watch. Or if you are in the middle of watching a show on your device and fancy it on the big screen, just press the Chromecast icon and start casting to your telly.

How do I stop casting?

Just press the Chromecast icon again and you will be shown an option to disconnect.

How do I use the controls for the cast?

Press the casting bar at the bottom of the screen to bring up the controls for play and pause.

Why can't I cast my show?

Certain programmes are not available for casting due to rights issues. This mainly affects Android users. Currently only catch up programmes, and not our live channels, are available for casting.