Crave TV freezing or dropping out

[Kibbles]

The first 2 days I watched  free Crave tv with no problems.
Now I can watch maybe a half hour then it starts loading, and then freezes.  I have no problems with other free movie services.   

[VirginPlusKris]

Hi there, @Kibbles. Welcome to the Virgin Plus Community, and thanks for your post.

We're sorry to hear about the difficulties. For the Community to be better able to assist, could you please provide further details?

• Through what kind of device are you watching Crave? Have you tried watching on a different device to duplicate the issue?
• If using an app, have you tried deleting and reinstalling the app?
• Have you spoken to Crave Support already?
• Are you receiving an error message of any kind?
• What personal troubleshooting have you otherwise completed?

Take the time to review these questions, as well take a look over Crave's own Help and FAQs page on further advice. 

Looking forward to hearing back from you.

[CanuckLass]

I have also had this issue when casting the app to my Chromecast. It occurs whenever an ad should appear 😞

It's only happened since I changed TVs recently, so I assume the new TV has some communication issue when the ad should load.

[VirginPlusKris]

Hi there, @CanuckLass. Thanks for your post.

From your assumption, are you able to test on your old TV? You could also try by installing the Crave app on your phone and confirming if the ad break issue is repeatable on any other device.

Give that a try, and let us know how it goes. Best wishes,

[CanuckLass]

@VirginPlusKris thanks for replying. We recycled the old TV so I cannot test on it. However, that was the only factor which changed and the issue occurred immediately & persistently. The Crave app works fine on my phone when I'm not attempting to cast it (including ads).

I will try again to connect Crave with Google TV and confirm the error message. It occurs at the stage where I try to log in to my "TV Provider" on the Bell Media page I'm directed to, to make the account connection. I feel like it's because Virgin Mobility isn't a provider option, so I'm selecting "Virgin Plus" but it's not finding my details as someone with TV services.