Contact support
Write to us at support@fineiptv.com or use the form below. We answer in English or French, from 9 am to 11 pm Eastern, every day of the week. Messages that arrive overnight are answered from 9 am.
support@fineiptv.com, for support, refunds and anything else.
Hours9 am to 11 pm ET, seven days, English and French. Convert to your zone: 6 am to 8 pm in BC, 7 am to 9 pm in Alberta, 10 am to midnight in the Maritimes.
Not hereWe have no phone line. Our only messaging account is WhatsApp at +1 251 314 9725; anyone contacting you from another number or app in our name is not us.
Email support@fineiptv.com
We answer 9 am to 11 pm ET, seven days a week, usually within the hour during those times. Tell us the device you are using and which plan you are on and we can skip a round of questions.
What to put in the message so the first reply fixes it
Four things. The device, with the model where you know it: “Fire TV Stick 4K Max”, “Samsung 2021 QLED”, “iPhone 15”. The app you are using: TiviMate, IPTV Smarters Pro, XCIPTV, Smart IPTV, IBO Player or another. Your ISP: Rogers, Bell, Telus, Vidéotron, Cogeco, Eastlink, SaskTel or a third party. And what is on the screen, in the exact words if there is a message, or a description like “guide is empty” or “buffers every few seconds after 7 pm”.
With those four we can usually answer in one reply with the exact menu path. Without them, the first reply is us asking for them. If the problem is on one channel only, name the channel; if it is only at certain times, say which, in your own time zone.
Send your login username if the question is about your account, but never your password; we do not need it and will not ask for it.
What to expect after you send it
You get a reply from a person, by email or on WhatsApp, during the hours above. Most setup and guide questions are settled in one or two replies; a router question on a Rogers, Bell or Telus gateway may take a couple of exchanges because we will ask you to check a setting and report back. Please reply to the same thread rather than opening a new one, so the history stays in one place.
Refund requests go to the same address. Say which plan and the email you ordered with; the refund policy sets out the 30-day guarantee and how the money comes back. Plans do not renew, so there is nothing to cancel and no notice period; if you simply want a plan to end, it ends on its own.
For notices about content, use the process on the notice page and put “Notice” in the subject line so it reaches the right queue.