View live TV on SpectrumTV.com

Below are some troubleshooting tips to help users navigate the Spectrum TV app. Use the following quick links to go to a section of your choice.

Note: Please download the latest version of the Spectrum TV app from your device's app store.
 

 

 Sign In

If your issue is: Recommended steps:

Username or password incorrect

  1. Try using your full Spectrum email address (including @charter.net).
  2. If you haven't created a username/email address, learn how.
  3. Sign in with the new username/email address.

Email domain @charter.tn or @charter.mi

  1. Create a new email address   and assign it as Head of Household in My Account.
  2. Sign in with the new username/email address.

Streaming Video

If your issue is: Recommended steps:

Streaming not available out of home

  1. If at home, confirm your device is connected to your home WiFi network and try again.
  2. Verify that you subscribe to Spectrum TV and Internet. TV-only customers only have out-of-home channels.
  3. Confirm the channel is available for out-of-home streaming.

Limited/insufficient bandwidth causing video stream to buffer, freeze, choppy playback

  1. If at home, confirm your device is connected to your home WiFi network and try again.
  2. Troubleshoot your WiFi Network.
  3. Restart WiFi on your device.
  4. Power cycle your device.
  5. Uninstall and reinstall the app, then sign in and try again.

Authorization not allowed. Please disable VPN.

Using the Spectrum TV app through a VPN connection isn't supported. Please disable VPN in your device Wireless settings:

  • iOS: Settings > General > VPN
  • Android: Settings > Wireless & Networks > VPN


Troubleshoot WiFi

There can be several causes for slow streaming on the Spectrum TV app, including slow WiFi speeds   , and distance or location of your wireless device. The following steps will help resolve the issue:

  • Reset your cable modem and/or router   .
  • Disconnect some devices from your wireless network. Having multiple devices connected to your wireless network may weaken the wireless signal.
  • Restart WiFi on your device.
  • Power cycle your device. Please refer to your device's user manual for further instructions.

 Device Issues

If your issue is: Recommended steps:

Minimum requirements

  1. Confirm that you subscribe to Spectrum TV and Internet.
  2. Confirm that your account is active and in good standing. If delinquent, please make a payment   .
  3. Verify that your device meets Spectrum TV app minimum requirements:
    • Apple iOS 8.0+
    • Android OS 4.0+
    • Kindle Fire and Kindle Fire HDX (excluding 1st generation Kindle)
    • All Roku streaming devices (excluding 1st generation Roku)
    • Xbox One
    • Samsung Smart TV (Coming soon to 2012-2015 models; not Tizen OS)

App version out-of-date message

  1. Go to your device's app store and download the latest version of the Spectrum TV app.
  2. If you experience any issues upgrading, please uninstall and reinstall the current version of the Spectrum TV app.

Upgrade OS (operating system) message

Update the OS (operating system) on your device to meet the Spectrum TV app minimum requirements:

  • iOS: Go to Settings > General > Software Update.
  • Android: go to Settings > About phone/tablet > Software/System updates.

Jailbroken device

Customers who are attempting to use a jailbroken device to access the Spectrum TV app will see this message: "The Spectrum TV app isn't supported on jailbroken devices."

  1. Restore your device to factory settings in order to use the Spectrum TV app.
    Note: Rooted is a jailbroken Android device.
  2. After restoring your device to factory settings, you may need to reinstall the Spectrum TV app.

 Parental Control

If your issue is: Recommended steps:

Parental Control

Learn more about parental control on the Spectrum TV app.

Location Permissions

If your issue is: Recommended steps:

Location Permissions

Location permissions or services may be disabled for the Spectrum TV app depending on the version of the operating system (OS) installed on your device. Refer to your device's User Manual for detailed instructions, as operating systems and settings may be modified by the device manufacturer.

For Android 4.1 to 4.3, disable location permissions by going to Settings > Location Access > Access to My Location and then toggle the setting OFF.

For Android 4.4 to 5.1, disable location permissions by going to Settings > Location and then toggle the setting OFF.

For Android 6.0 or newer, disable location permissions for the Spectrum TV app by going to Settings > Apps > Spectrum TV > Permissions > Location and then toggle the setting OFF.

For iOS 8.0 and newer, disable location permissions for the Spectrum TV app by going to Settings > Privacy > Location Services and then toggle the setting OFF.

For further support, refer to your device's user manual.

Error Messages

Seeing an Error?

The following steps can help resolve many errors:

  1. If at home, confirm your device is connected to your home WiFi network.
  2. Close and re-open the Spectrum TV app.
  3. Troubleshoot your WiFi network.
  4. Restart WiFi on your device.
  5. Power cycle your device.
  6. Uninstall and reinstall the app, and then sign in to the app again.

Need more help?

If you're still having trouble or have additional questions, Chat Now or Contact Us   for further assistance.