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If you’re experiencing freezing, buffering, or content that won’t load—and you know the service is working properly—your internet provider may be blocking access. Click the link below and follow the instructions for your provider.

https://epg.run/unblock/

This resolves the issue 90% of the time. If it doesn’t, you may need to use the free Proton VPN. Visit our Video section to watch the tutorial on how to install and use Proton VPN, or call us for assistance.

There are times when things are going to be out of our control. Sometimes it's a matter of shutting down the system to reboot it and add new content or another server; sometimes it's the weather. When it's not working, please give it time before calling, as many times it's just a matter of a reboot—10 or 15 minutes. When we are aware of the problem, we will post it here with a date and time and any updates as we get them. For other problems that are not related to the service being down, you can easily go to the self-help section. There's AI there 24/7 and many other options for the most common problems that can be fixed immediately.

Stay Updated During Service Interruptions: Before contacting support, please check this page for the latest service status and outage updates. If an interruption is affecting multiple customers, our team is already working to restore service as quickly as possible. Updates will include the affected area or service, the time the issue was reported, and progress toward resolution whenever available.

Amazon recently upgraded some fire sticks to the new home screen, and some people are experiencing issues with it after the update. This is the picture of the issue.

It has nothing to do with us, as we have experienced it ourselves on some devices. The easy fix in most cases is to just restart the fire stick by pressing the center of the big circle and the play pause button under the home button at the same time. Hold them down for 10 seconds until the fire stick reboots, or simply unplug the power wire from the fire stick or the block in the outlet, wait 10 seconds, and plug it back in.

Hopefully Amazon will have a fix for this eventually, but restarting the device should get it working again for now.

If you’re dealing with buffering or blocking due to your ISP’s security settings on your internet or router, here’s a quick guide to help. Use the link below to find steps for locating security settings in popular internet provider apps and portals—just click your provider for instructions.  

https://epg.run/unblock/  

Note: If removing the block from your ISP doesn’t solve the problem, you may need to purchase a VPN like ProtonVPN or Private Internet Access for further assistance. For additional help, email ccsinc4u@gmail.com or call 386-562-4073 during business hours, 9am–5pm, Monday through Friday Saturday 9am-6pm.  

Additional troubleshooting: Before making any changes, try restarting your modem, router, and streaming device by unplugging each device for 30 seconds, then reconnecting them and allowing a few minutes for the connection to fully restore. If possible, connect your device directly to the router with an Ethernet cable or move closer to your Wi-Fi router to improve signal strength. Running a speed test can also help confirm whether your internet connection has enough bandwidth for smooth streaming.

We’ve noticed that some Internet Service Providers (ISPs) slow down speeds during peak times or even block access completely. While this practice is illegal, many ISPs get away with it. Luckily, we have free solutions to address these issues.

Using a VPN (Virtual Private Network) can hide your activity from your ISP, preventing them from controlling your speeds or blocking access. It’s easy to set up—just download the VPN app on your Firestick and configure it with an email address.

The free version supports one device per email, so if you need to use it on multiple devices simultaneously, you’ll just need additional emails from your household. 

Experiencing buffering or blocked access or Channels playing then stop and have to load another channel and then back to the one your watching? Internet throttling might be to blame.

Many ISPs engage in bandwidth throttling, limiting users’ speeds without their knowledge. Even if you haven’t reached your monthly data cap, ISPs might throttle your connection to specific sites, areas, or during high-traffic times to manage congestion or increase profits.

This is why it’s important to fight back and protect your internet experience. A VPN can help you bypass throttling and regain control of your connection.

For the best streaming experience, choose a VPN server that is nearby and avoid overcrowded locations when possible. If one server seems slow, disconnect and try another available server in the app. Your connection speed can also be affected by your home Wi-Fi signal, so placing your Firestick closer to your router or using a stronger Wi-Fi connection may help reduce buffering.

You can download on firestick from main screen and just ask for Proton VPN

For those with the combo package, there's no need to have two separate icons on your Fire Stick just to switch between programs. The latest player lets you run Hive and Black Rose within the same convenient app under one icon, helping save space and keep your Fire Stick home screen more organized. If you're interested, send us a text, and we can provide the information you need to get it or help set it up for you based on your location and device.

Internet Service Providers (ISPs) have recently been observed to manipulate customer internet speeds, including throttling and blocking access, potentially due to subscriber migration to streaming services not of their own.

A highly effective solution involves utilizing a Virtual Private Network (VPN) to mask the IP address of your streaming device from your ISP. This prevents them from interfering with your device's performance. The setup process typically takes around 10 minutes and can be done at no cost. ProtonVPN.com is a recommended service. Should you require assistance, we are available to provide support over the phone.

For instance, a client using AT&T experienced connectivity issues during setup. By temporarily connecting their Firestick to my mobile hotspot, the device functioned correctly. However, upon switching back to their AT&T internet, the issue reappeared. After implementing a VPN, the client's service was restored and has been operating without problems. This illustrates one of the many methods ISPs may employ to manipulate internet access on your firestick as well as computers and other devices that require internet. Most will notice with streaming as that requires higher sppeds compared to phones, tablets and computers.

Choosing a Nearby VPN Server: For the best streaming experience, select a VPN server located as close to your physical location as possible. A nearby server generally provides faster connection speeds and less buffering than one located across the country or overseas. If a particular server is slow or a stream does not load, simply disconnect and try another nearby server within the VPN app. This quick adjustment can often improve reliability while maintaining the privacy benefits of your VPN connection.

Our office is now open to visitor services. Kindly inform us in advance of your visit, as we may occasionally be out on a call.

Appointment Availability: To help us provide you with the best possible assistance, we recommend scheduling an appointment before you arrive. Advance notice allows our team to prepare for your visit and ensure that the right person is available to address your needs.

We’re redesigning our self-help section to better support you after hours. The AI is being updated to work seamlessly with the newer versions of Black Rose and Hive, as we’ve noticed some outdated information from older versions that doesn’t apply anymore. This will be a gradual transition, so please bear with us as we roll out these changes.

Keeping your feedback in the loop: As these updates take shape, your experience will help us identify unclear answers, missing topics, and any information that needs further refinement. If you encounter guidance that doesn’t match your version of Black Rose or Hive, please let our support team know so we can continue improving the self-help experience.

For those in rural areas with limited internet access, there's now a great option! You can stream our app from your phone to the big screen, as long as you have unlimited data on your phone service—no internet required. Plus, you can enjoy watching TV on your phone even when you're away from home. Be sure to ask for a free demonstration!

Simple setup and flexible viewing: Our team can help you choose the right streaming device and show you how to connect it to your television. Once you're set up, you can enjoy your favorite channels, movies, and shows wherever your phone has dependable cellular service—whether you're relaxing at home, visiting family, or traveling.