View live TV on SpectrumTV.com.

Below are some troubleshooting tips to help users navigate the Spectrum TV app and SpectrumTV.com. 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. If you have a Spectrum email account, try using your full Spectrum username (including @charter.net).
  2. Ensure that you're using the correct Spectrum username and password. Note: Passwords are case sensitive. You can change case and symbols using the virtual keyboard.
  3. If you haven't created a username/email address, learn how.
  4. Sign in with the new username/email address.

Email domain @charter.tn or @charter.mi

  1. Create a new email address and assign it Head of Household privileges.
  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 In-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. Learn more about in and out of home channel availability.

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

  1. If at home, confirm your device is connected to your In-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.
  6. If you're using SpectrumTV.com, refresh your web browser and clear temporary files, cookies and history.

Watch on TV/TV mirroring won't work

  • The Watch on TV feature is also only available for Spectrum TV customers with the iGuide or Passport guide. Find out which guide you have.
  • If the Watch on TV option isn't available, the program can't be sent to your Spectrum Receiver. Not all programs are available to watch on TV from the Spectrum TV app.
  • Before selecting Watch on TV, ensure that the receiver you wish to send the program to is selected in Devices. Learn more about managing your devices in the Settings menu of the Spectrum TV app.
  • When using Android Cast or Apple Airplay, confirm your devices are connected to your In-home WiFi network and try again. TV mirroring only works when your mobile device and TV are connected to the same In-home WiFi network.
  • Make sure the device you're using meets the minimum requirements for TV mirroring. Learn more.
  • Power cycle your device and then restart the app.

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 or SpectrumTV.com, 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. Learn how
  • 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. If you have not done so already, create a Spectrum username to sign in to the Spectrum TV app.
  3. Confirm that your account is active and in good standing. If delinquent, please make a payment.
  4. If you're using the Spectrum TV app, verify that your device meets the 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 (2012-2017 models)
  5. If you're using SpectrumTV.com, verify that your computer meets the minimum requirements:
    • Internet connection (minimum 10 Mbps)
    • Adobe Flash Player version 20+
    • Learn more about the web browsers Spectrum supports.

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

Please note that parental control options may vary based on the device you're using. Select the device you're using from the list below for more information on specific parental control settings:

Learn more about parental control options for SpectrumTV.com.

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 most errors:

  1. If at home, confirm your device is connected to your In-home WiFi network.
  2. Close and re-open the Spectrum TV app or SpectrumTV.com webpage.
  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.