Troubleshooting
Fixing Common Streaming Connection Problems
Simple steps for freezing, buffering and sign-in problems, in the order that usually saves the most time, before you contact support.
Most playback problems come from the home network or the device, not from the stream itself. Work through these steps in order, and stop as soon as the problem is fixed.
1. Restart in the right order
Close the player app, then restart the device, then restart the router by switching it off for thirty seconds. This clears most temporary faults.
2. Test your speed on the same device
Run a speed test on the device you are watching on, at the time you usually watch. Evening hours can be busier on some connections. If speeds are low or jump around, the connection is the likely cause. Read internet speed, Wi-Fi and streaming quality explained for typical targets.
3. Remove Wi-Fi from the equation
If possible, connect the device to the router with an Ethernet cable and try again. If the picture is stable on a cable but not on Wi-Fi, the wireless signal is the issue. Moving the router, using a mesh system or a powerline adapter can help.
4. Check the player app and device software
Update the player app and the device software. Out-of-date versions are a common cause of crashes and playback errors.
5. Check other devices
If every device in the house struggles, look at the router and the broadband line. If only one device struggles, look at that device.
6. Contact support with useful details
Message us on WhatsApp with your device make and model, what you saw, the time it happened and the steps you have already tried. That lets us help much faster. Our contact page has the details.
Questions about your setup?
Message support on WhatsApp, 24/7.