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. Clear your cache

  2. Clear your cookies

  3. 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)

  4. Try a different browser

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

I can't hear any sound

You can raise or lower the volume by clicking on the Hub's speaker icon and sliding the control up or down. If you still can’t hear anything, the problem is likely to be with your computer settings. You can check this by trying to play something else.

Alternatively, you could be experiencing playback issues if you don’t have the right software setup. You can view minimum software requirements here.

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

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

Note down your IP address and type it into the following website in the top right hand side under RIPE Database Search: 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 connection is slower than 800kbps or drops below that speed because of problems with your internet connection, the ITV Hub may not be able to download enough of the show to play.

You can check your broadband speed by visiting

Alternatively, you may be experiencing playback issues if you don’t have the correct software setup. You can view minimum software and hardware requirements here.

I'm having problems watching videos in full screen

Google Chrome automatically updates the Flash version on your PC or MAC and there seems to be an issue viewing content in full screen mode if your Flash version is 11.5.r31.

To resolve this there are two options:

Option 1 (quick fix):
Use another browser such as Internet Explorer or Firefox. These browsers do not automatically update Flash and therefore you should be able to view the programme you want to watch in full screen mode.

Option 2:
Manually update the flash version on Google Chrome.
To do this, follow these steps:

  1. Download and install the most recent system plugin for Flash. 2 - Type chrome://plugins/ into the address bar at the top of your Chrome browser window.
  2. To expand all the plug-ins on your computer, click on "Details" (you'll find it in the top right hand corner)
  3. Scroll down until you find the "Adobe Flash Player" or "Shockwave Flash" listing.
  4. There will be a couple of versions of Flash, look for the one that says Shockwave Flash 11.5.r31.
  5. Click "Disable" for this entry
  6. Ensure that another version of Flash in the list is enabled (preferably Shockwave Flash 11.5.r502).
  7. Close all Chrome windows and restart your browser.

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

I'm directed to STV or UTV when I try to watch some shows

Shows on the main ITV channel aren’t available to viewers in Northern Ireland and Scotland so you may be directed to STV or UTV to watch them there instead. This needs to be done to comply with our broadcasting and rights regulations (the legal stuff!).

Viewers in Scotland and Northern Ireland will still be able to watch shows from ITV2, ITV3, ITVBe, ITV4 and CITV.

If you think we have the wrong location for you, you can change it at any time in your account.

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, tweet us @itvhub or call us on 0344 88 14150 (select option two). Please ensure you provide us with as much information as possible, such as your device, the make or model, so we can help identify any issues you are having. We’re available Monday to Friday 9.00am-9.00pm, Saturday 10.00am - 8.00pm, and Sundays and bank holidays 10.00am - 7.00pm.