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The picture keeps buffering. What do I check?
Almost all buffering is the network between you and the internet, not the service itself. Work through it in that order and you will usually find it in the first two steps.
Wi-Fi is the usual culprit, particularly on a television at the far end of the house from the router. A cheap cable beats a fast Wi-Fi connection nearly every time for video.
Time of day matters. If it is fine at three in the afternoon and poor at nine at night, that is congestion, and it affects every streaming service you use, not just this one.
If you have been through all of it and it is still bad, open a ticket and tell us what you tried, which device, and what time of day it happens. That gets you a useful answer faster than "it is not working".
Step by step
- Restart the device and the app Close the app fully and restart the device. This clears more problems than anything else on this list.
- Restart the router Turn it off at the wall, wait thirty seconds, turn it back on. Give it two minutes to settle before testing.
- Try a wired connection If you can plug the device into the router with a cable, do it as a test. Wi-Fi is the cause far more often than the broadband speed is.
- Test at a different time If it is only bad between eight and ten in the evening, that is congestion on your connection rather than the device.
- Try a second device If one device buffers and another does not, the problem is that device, not the service.
Quick answers
Is it my broadband speed?
Less often than people expect. A stable connection matters more than a fast one, which is why a cable beats Wi-Fi even when the Wi-Fi tests faster.
Only one channel buffers
That points at that channel rather than your setup. Open a ticket and tell us which one.
Still stuck? Open a ticket and tell us what you tried, which device, and what time of day it happens. That gets a useful answer faster than "it is not working".
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