Question 1

The stream is buffering — what do I do?

Accepted Answer

Nine times out of ten it is the connection, not the service. Restart the box and router, use a wired connection or 5GHz Wi-Fi, clear the app cache, and check you are not over your connection limit. Our step-by-step buffering guide walks through each fix in order.

Question 2

What devices does this work on?

Accepted Answer

Amazon Firesticks, Android TV boxes, Android phones and tablets, and any computer, Mac, iPhone or iPad through the web player in a browser. We also sell pre-loaded devices that arrive set up and ready to watch.

Question 3

Is Plex really included free?

Accepted Answer

Yes. Every plan includes Plex access at no extra cost — movies and shows on demand alongside your live TV.

Question 4

How do I renew?

Accepted Answer

Before your term ends we email a renewal reminder whose link opens the renew page with your username filled in. Or go to /renew and enter your username. Can't find it? Start a live chat.

Question 5

How does shipping work?

Accepted Answer

Hardware orders are a flat $12 per order, shipped USPS 3-day with tracking. We email the tracking number as soon as it ships. Pre-order devices ship as soon as stock lands.

Question 6

How fast is support?

Accepted Answer

A real person replies — usually within a few hours, always within 24.

Question 7

Is there a free trial?

Accepted Answer

Yes — trials are available on request. Ask us in chat and we will set one up for you.

Support hub

Quick answers

The fastest fix: run the Buffering Guide inside the SMC app

Get Snow Media Center on your device

Prefer to read? Download a PDF guide

Still stuck?