problem guide · verified against published resources
du TV freezing, black screen or app failures
TV faults are usually one of three things: the box has no multicast rights on the router, the HDMI/EDID handshake failed, or the app licence is stale. All are local-checkable before a ticket.
Free WhatsApp checksnapshot of 2026-09-12 20:27 UTC4 real search variants covered
Written from verified help content checked 2026-09-12 20:27 UTC · no signup, no paywall
Do this, in order
- Restart the box, router and TV together - the IGMP/multicast join is re-requested at boot.
- Enable IGMP snooping/multicast in the router LAN settings if channels freeze but on-demand works.
- Swap the HDMI cable or port if the picture drops to black when a 4K channel starts.
- For the du app on phones/TVs: sign out, clear cache, sign back in - licence tokens expire.
- Record which channels fail and at what time before raising the ticket.
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Plans that fix this
| Plan | From | Speed | Contract | Included | |
|---|---|---|---|---|---|
| du TV / TV packages | quote per address | - | 12-24 months | Sports, OSN, streaming add-ons | Get my price |