I use them and they've been perfect so far. Really impressed. Haven't had to submit a ticket but check the FAQs, there might be something that helps there until they get back to you.

Try over different internet providers/connections if possible, in case its blocked by your ISP and you need a VPN. Just a guess. I don't need one.

All am getting is unable to connect to location constantly in iptv smarters and also tried smartiptv would not load on that also tried on my octogon box and the same result

Will give them till tomorrow to resolve it if they don't answer my tickets will leave bad reviews all over the web they will respond then

I have tried on three devices my smart TV on my octogon enigma 2 box with there script and my shield with iptv smarters my other two providers are working fine in that app so not the app