Help

We hope you are enjoying our site, but if you experience any problems we’re here to help. See if the FAQs below help with your query and if you continue to have problems please contact us.

Video playback

Why does my video keep buffering?

It could be that your internet connection is struggling to support continuous playback at the selected video quality. Check that the setting on the controls of the video (where it says HD) is set to Auto.

To keep your bandwidth as high as possible you should make sure you do not have any other browser tabs or applications open. It might also be that there are other people in your house also using bandwidth.

Is my browser compatible?

We have tested our site and found that it works with the following: Chrome, Safari, Firefox, Microsoft Edge and Internet Explorer. It is important to make sure you have the most up-to-date version of whichever browser you use.

User account & subscriptions

How do I subscribe to paid-for content?

Before buying a subscription to our paid-for content, you need to register and log in. You can then see a complete list of the subscription options available to you on your “My account” page.

How can I check the details of my subscriptions?

Information on your curent subscriptions including their expiry date can be found on your “My account” page.

How do I set the Parental Pin for my account?

Some of the subscriber-only content in the Xtra Special Zone deals with some difficult issues and has been categorised as sensitive. If you are a parent or carer and would like to control access to this content by younger members in your household/care, please log in and activate your Parental PIN.

I have forgotten my password. What can I do?

You can request a new password and we will email you a one-time-login link which you can use to update your password.

I have forgotten my Parental PIN. What can I do?

Go to the Parental PIN page where you can reset your PIN.

I keep getting logged out of my account. What can I do?

We only allow you to be logged in on one device at a time, so first check that no one else is using your login. If you believe someone is using your account without your permission, go to My account and change your password.

I can’t access the content I have paid for. What can I do?

Visit My account to check your active subscriptions. If you continue to experience problems in accessing content that you have paid for then please contact us.

How do I delete my account?

Go to My account and follow the link at the bottom of the page.

Accessibility

How do I access the subtitles & closed captions?

You can watch episodes of “The Specials” with a variety of choices of subtitles. When you first select an episode to watch, you will initially be shown a video that has partial subtitles for audiences that can hear but may struggle to understand some of the words spoken by the housemates and their friends.

If you are deaf or hard of hearing, or would like to have full subtitles then you need to go to the link above this initial video that says Watch with closed captions: English, Français (for Season 1) or Watch with closed captions: English (for Season 2). You will then see another version of the video where you can select different closed captions options by clicking the CC button in the video control bar.

In time we hope to provide closed captions for all films on our website. if you would like to help us translate “The Specials” into other languages, please get in touch.

Please don’t hesitate to contact us if your query was not answered by this help page.