How to troubleshoot buffering and freezing
Buffering can be caused by an unstable home connection, Wi-Fi interference, a busy device, an app issue or a problem with a particular stream. Follow these checks in order.
1. Check whether other apps work
Open a trusted streaming or browsing app on the same device. If several services are slow, the issue may be your home connection or device.
2. Test the connection near your TV
Run a reputable speed test on the TV device or a nearby phone. Stability and latency matter as well as headline download speed.
3. Reduce competing network use
Pause large downloads or backups temporarily and check whether other devices are using significant bandwidth.
4. Improve the Wi-Fi signal
Move the device closer to the router, reduce obstacles, or use Ethernet where supported. Avoid changing advanced router settings without advice from your ISP.
5. Restart the app and device
Close the player fully, reopen it and restart the streaming device if needed. Check for official app and system updates.
6. Check whether one title is affected
Try another channel or title. If only one item fails, record its name and the time so support can investigate the specific issue.
Frequently asked questions
Does a faster broadband package always fix buffering?
Not necessarily. Weak Wi-Fi, interference, device limitations and service-side problems can still cause interruptions.
Should I change DNS or bypass network restrictions?
Do not change network settings to bypass restrictions. Keep your ISP's recommended settings and ask your provider for help.
What details help support?
Include your device model, app version, ISP, connection type (Wi-Fi or Ethernet), affected item and approximate time.