Changing several settings at once makes a playback problem harder to diagnose. Work through one check at a time and note what changes. You do not need to reset your TV to start.
Before you start
- The name of an affected channel or title
- Your device and player name
- A note of when the issue happens
Compare a few items
Try two other live channels and an on-demand item. If only one fails, note its exact name and the time. A single affected stream calls for a different investigation from every item failing.
Check another app on the same device
Open another streaming app or run the device’s connection check. A speed test on your phone does not measure the connection reaching your TV. Pause large downloads while testing.
Test the connection and device
Restart the player, then the streaming device if needed. If possible, compare Ethernet with Wi-Fi or move closer to the router. Try a lower-quality version of the same item to see whether the symptoms change.
Check simultaneous use
Stop playback on other devices and retry. Confirm the number of simultaneous devices included in your plan. If the issue continues, send support the affected item, device, player, connection type and checks already completed.
Common questions
Will buying a faster internet plan fix this?
Not necessarily. Weak Wi-Fi, a device issue or one affected stream can cause similar symptoms. Compare the checks above before spending money.
Should I keep reinstalling the player?
Reinstalling may clear your saved login and is rarely the best first check. Record the symptoms and test the connection first.