Start with the simple checks.

Identify what is affected

Does the issue affect one channel, several channels or every source? Note the exact channel or title, the time, your player app and your device. This helps support narrow the problem down.

Check your local connection

• Restart the player and your device.
• Pause large downloads and compare playback.
• Move closer to the router or try Ethernet if available.
• Check whether another internet service is also slow.
• Check device storage and close unused apps.

Check the source and player

Try a different available channel or quality option. Update your player from its official source. Player buffering settings vary; ask support before changing unfamiliar settings.

If you use a VPN

A VPN can improve or worsen performance depending on routing and server load. Compare another nearby server, or test without the VPN where appropriate. VPN use is allowed but is not a universal fix.

Send a useful support message

Include your country, device model, app name, exact channel or movie, when it happens and the checks you have tried. Never post account passwords publicly.