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:
Restart your ITV Hub app
Reset your ITV Hub app
Uninstall / Reinstall your ITV Hub app
Check your wifi connection
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.
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.
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?
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.
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.
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 firstname.lastname@example.org, tweet @itvhub or call us on 0344 88 14150 (select option two). We’re available Monday to Friday 9.00am-9.00pm, and Saturday 10.00am - 8.00pm