Short answer: fully restart the TV (unplug it for a minute) and your router, then refresh the ITVX app – clear its cache/data or reinstall it – and install any TV software update. Turn off any VPN, because ITVX is only available in the UK. If other apps also fail, the problem is your connection rather than ITVX.
Common ITVX problems on TVs
- The app will not open or gets stuck on the loading screen
- Programmes buffer or drop to low quality
- A blank or black screen when playback starts
- Live channels will not play, but on-demand content does (or vice versa)
- ITVX is missing from the TV’s app store
The fixes below follow the order ITV recommends in its own help centre, with extra detail for smart TV owners.
Step 1: restart the TV and router properly
ITV’s first recommendation is a simple restart. On most smart TVs, the remote’s power button only puts the TV into standby, so:
- Switch the TV off and unplug it for about a minute.
- Restart your Wi-Fi router and give it a few minutes to reconnect fully.
- Switch the TV back on and open ITVX.
Step 2: refresh the ITVX app
ITV suggests resetting the app. Depending on your device, you can:
- Use the reset option inside the app (ITV mentions Settings → About within ITVX).
- Clear the app’s data and cache – available on Fire TV and Android/Google TV under the TV’s application settings. Our guide to clearing cache on a Fire TV Stick shows where this is.
- Uninstall and reinstall ITVX from the TV’s app store, then sign in again.
Step 3: update the TV and check network settings
- Install updates: check for pending software or firmware updates on the TV or streaming device (see how to update your smart TV).
- Turn off VPNs: ITVX is only available in the UK, and ITV notes that VPNs can interfere with streaming. This includes VPNs set up on your router.
- Check the connection: if programmes buffer, move closer to the router, switch to 5GHz Wi-Fi or use an Ethernet cable. Our smart TV buffering guide covers this in detail.
Step 4: isolate the problem
ITV recommends testing other apps and other devices to narrow things down:
| What you see | What it suggests | Next step |
|---|---|---|
| Other apps also buffer or fail | Broadband or Wi-Fi problem | Check router, speed and Wi-Fi signal |
| ITVX fails on the TV but works on your phone | App or TV software problem | Reinstall the app, update the TV, try a factory reset as a last resort |
| ITVX fails on every device | A wider ITVX issue or account problem | Check ITV’s help centre and social channels for outages |
ITVX missing or not supported on your TV
When ITV replaced the ITV Hub with ITVX, some older smart TVs and devices were not included, and support for older models can change over time. If ITVX is not in your TV’s app store:
- Check ITV’s help centre for the current list of supported devices.
- Look for ITVX through your TV platform’s own channel guide – on Freely and some Freeview Play TVs, ITV content is integrated into the guide. Our Freely guide explains how this works.
- Use a supported streaming stick or games console instead. See our free TV apps guide for where ITVX and other UK catch-up apps are available.
Live ITV channels not working
If live channels will not play in ITVX but on-demand programmes do, it may be a temporary issue with a particular stream. Try again later, and remember that if you have an aerial, you can also watch ITV live through your TV’s built-in Freeview tuner. If ITV is missing from your channel list too, see how to restore missing Freeview channels. Watching live TV on any channel, through any app, requires a TV licence.
FAQ
Why does ITVX keep buffering on my TV?
Usually because of the connection between your router and the TV, especially on 2.4GHz Wi-Fi or when the router is in another room. Restart the router, then test with an Ethernet cable or 5GHz Wi-Fi.
Why can’t I find ITVX on my Samsung TV?
Older Samsung models may not support ITVX. Update the TV first, then check ITV’s supported-device list. If your model is not listed, a streaming stick is the simplest workaround.
Can I watch ITVX abroad?
No. ITVX is available only in the UK.