TVNZ+ uses adaptive bitrate streaming, which automatically adjusts your video quality based on your internet speed and device. If your connection is slow or unstable, quality will drop — and it'll improve again once your connection stabilises.

Manually adjusting quality

On most devices, you can manually choose a quality setting in the player. Look for the settings icon (usually a gear icon) while a video is playing.

Note: Manual quality adjustment isn't available on iPhone, iPad, or Apple TV — quality is managed automatically on those devices.

What affects video quality

• Your internet speed — you need at least 5 Mbps for standard quality and 10+ Mbps for HD.
• Network congestion — other devices on your network using bandwidth at the same time.
• Wi-Fi signal strength — a weak signal causes quality to drop.
• Your device's processing power — older or lower-spec devices may cap at standard definition.

How to improve quality

1. Run a speed test at speedtest.net. If your speed is below 5 Mbps, the quality issue is likely network-related.
2. Try moving closer to your router, or switch to a wired connection if your device supports it.
3. Reduce the number of devices using your network at the same time.
4. Restart your router by unplugging it from the wall, waiting 2 minutes, then turning it back on.

Still having trouble? Contact us.

If you see an error code or error message on TVNZ+, this guide covers the most common causes and what to do.

General fixes to try first

• Restart the TVNZ+ app — close it completely and reopen it.
• Restart your device by turning it off and back on.
• Check your internet connection — open a browser or another app to confirm you're online.
• Restart your router by unplugging it from the wall, waiting 2 minutes, then turning it back on.
• Update the TVNZ+ app — check your device's app store for any pending updates.

Common errors

Playback error / can't play this video — Usually caused by a connection problem or a DRM (digital rights) issue. Try restarting your device and router. If you're using a VPN, turn it off. If you're outside New Zealand, content playback isn't available. 

Too many streams — The 2-simultaneous-stream limit applies to Event Passes — there is no stream limit on free TVNZ+ content. If you have an Event Pass, stop playback on another device and try again. 

HDCP error — Your display or connected cables don't meet the content protection requirements. See the HDCP error article for steps to fix this. 

Connection error / unable to connect — Your app can't reach the TVNZ+ servers. Check your internet connection and try restarting your router and device. 

Account or sign-in error — Try signing out and signing back in. If you're being asked to sign in again, use your email address — we'll send you a one-time login code. 

If you're seeing an error not listed here, or none of these fixes work, contact us and include the error code or message so we can help.

We're sorry to hear you're having trouble with the Live channels page.

Firstly, double check that you have a strong internet connection. You can do that here

If you are having issues viewing Live channels on a desktop/laptop you can go through the following troubleshooting tips.

• Double check that your browser is fully updated/Try using an alternate browser. Try using an incognito window to view.
• Double check that you don't have any Ad Blockers/proxy servers/VPN active when viewing TVNZ+.
• Try refreshing your page and clearing your caches and cookies.

If you are viewing using our app via Smart TV/Smart device, please go through the following troubleshooting steps:

• Double check that your TVNZ+ app is fully updated.
• Double check that your device/Smart TV is fully updated.
• Try uninstalling/reinstalling your TVNZ+ app.
• Try restarting your device/Smart TV.
• If viewing on a Smart TV, try unplugging from the wall for one minute before plugging back in.

Still having issues? Contact us here

Buffering and slow loading are usually caused by a weak internet connection, too many devices sharing your network, or an outdated app. Work through these steps to get things running smoothly.

Check your connection first

1. Run a speed test at speedtest.net or a similar site. For HD streaming you need at least 5–10 Mbps.
2. Open another streaming app to check whether the issue is with your internet connection or TVNZ+ specifically.
3. If you're on Wi-Fi, try moving closer to your router — or switch to a wired connection if your device supports it.

Restart your devices

1. Turn off your device and unplug it from the wall.
2. Turn off your router and unplug it from the wall.
3. Wait 2–3 minutes, then plug both back in and turn them on.
4. Try TVNZ+ again.

Reduce network load

1. Check whether others in your household are streaming, downloading, or gaming at the same time — this can slow things down for everyone.
2. Disconnect other devices from your Wi-Fi network if possible.
3. Make sure no background downloads are running on any devices.

Update and reinstall the app

Make sure your TVNZ+ app is up to date. Open your device's app store and check for any pending updates. If the problem continues, try uninstalling the TVNZ+ app and reinstalling it.
 

Other things to try

• If you're on a computer, try a different browser (Chrome, Firefox, Edge, Safari).
• Turn off any VPN connections — these can affect streaming quality.
• On Samsung TVs, try resetting your Smart Hub: Home > Settings > Support > Self Diagnosis > Reset Smart Hub. Note: this will remove any downloaded apps and will require you to sign-in.
   

Still having issues?

Contact us.