Report a Channel Issue

To help us provide the best possible viewing experience, channel issues need to be reported with specific information.

When submitting a report, we need to know exactly what channel you are watching, what category the channel is located in, and what problem you are experiencing.

How to Report a Channel Issue

Every channel report should contain these 3 lines:

Channel:
Category:
Issue:

Example

Channel: A&E
Category: Entertainment
Issue: Channel Down

Or, if you are experiencing buffering:

Channel: ESPN
Category: Sports
Issue: Buffering every 20–30 seconds

This information allows our team to go directly to the correct category, locate the exact channel, test it, and determine whether there is a problem with that channel.

Please Do Not Send General Reports

Reports such as:

“How do I stop buffering?”

“It's not working.”

“My TV isn't working.”

“Everything is buffering.”

“Channels aren't working.”

“Mainstream isn't working.”

These reports do not give us enough information to investigate the problem.

There are many different channels and categories available. Without knowing the specific Channel, Category, and Issue, our team does not know what needs to be tested.

If Multiple Channels Are Having Problems

If you believe the problem affects multiple channels, please provide 2 or 3 specific examples.

For example:

Channel: ESPN
Category: Sports
Issue: Buffering

Channel: A&E
Category: Entertainment
Issue: Buffering

Channel: USA Network
Category: Entertainment
Issue: Buffering

This gives our team something specific to test and helps determine whether the issue is isolated to one channel or affecting multiple sources.

Before You Submit a Report

Before reporting a channel issue, please complete these basic troubleshooting steps:

1. Restart the Mainstream app.
2. Try another channel to determine whether the issue affects one channel or multiple channels.
3. Make sure your internet connection is working properly.
4. If you use a VPN, connect to your VPN and test the affected channel again.
5. If the problem continues, submit the channel report using the required format above.

Where to Submit Your Report

Channel issues can be submitted through our Contact Us page:

Submit a Channel Report

Remember to include:

Channel:
Category:
Issue:

Common Issues to Report

You can use descriptions such as:

Channel Down
Buffering
Missing EPG / Program Guide
Audio Not Working
No Video / Black Screen
Wrong Channel Playing
Poor Video Quality
Channel Not Loading

If possible, be even more specific. For example, instead of simply writing “Buffering,” you could write:

Channel: ESPN
Category: Sports
Issue: Buffering every 20–30 seconds

Additional Information That Can Help

You may also include your device type, such as Firestick, Roku, or Android TV, the approximate time the problem occurred, whether multiple channels are affected, and whether you are using a VPN.

This additional information is helpful, but the three most important pieces of information are always:

Channel:
Category:
Issue:

Help Us Resolve Issues Faster

Specific reports allow us to investigate problems much faster.

Instead of sending:

“My channels are buffering.”

Please send:

Channel: ESPN
Category: Sports
Issue: Buffering every 20–30 seconds

The more specific the report, the easier it is for our team to locate, test, and address the issue.

For the quickest response, always provide the Channel, Category, and Issue when reporting a channel problem.