How to Troubleshoot Buffering Step by Step

Question 1: Is it one channel or every channel?

• Only one channel — the issue is most likely with that channel's stream. Note the channel and the time, and tell us so we can check it. If the channel has another version in the channel directory, such as HD instead of 4K, try that too.
• Every channel — the cause is more likely your device or connection. Carry on to question 2.

Question 2: Is it one device or every device?

• Only one device — restart it, update the player app and the device software, and clear the app's cache if it offers the option. If it is on Wi-Fi, move it closer to the router or try a cable.
• Every device — the bottleneck is likely your home network or internet connection. Carry on to question 3.

Question 3: Does it happen at certain times?

Buffering that appears mostly in the evening or at weekends often points to a busy home network or a slower internet connection at peak times. Run a speed test on the device you watch on, at the time the problem happens, and compare it with a test at a quieter time.

Quick fixes that help most often

1. 1Step 1: Pause large downloads, game updates and cloud backups on other devices.
2. 2Step 2: Restart your router and the streaming device.
3. 3Step 3: Use a network cable for TVs and boxes that stay in one place.
4. 4Step 4: If the channel has an HD version, switch to it — if HD plays smoothly, your connection is the limit for higher quality.

A quick reference

In short

Work from the narrowest cause to the widest: channel, then device, then connection. For deeper network fixes, see improving your home network; for sign-in, guide or sound problems, see troubleshooting common streaming problems.