Troubleshooting Video Playback Issues

Fixing Playback Problems

If you experience buffering, freezing, poor video quality, or error messages, work through the steps below in order. Most playback issues are resolved by Step 2 or 3.

Step 1: Check Your Internet Speed

Streaming requires a minimum speed depending on quality. Run a free speed test at any online speed-test tool and compare your result:

Quality	Minimum Speed	Recommended Speed
SD (480p)	1 Mbps	3 Mbps
HD (1080p)	5 Mbps	10 Mbps
4K Ultra HD	15 Mbps	25 Mbps

If your speed is below the minimum, proceed to Step 2 to stabilise your connection.

Step 2: Restart Everything

1. Close the app completely and reopen it.
2. Restart your device (phone, TV, laptop, or streaming stick).
3. Restart your router and modem: unplug them, wait 30 seconds, plug them back in.
4. If using Wi-Fi, try connecting via Ethernet cable for a more stable connection, or move closer to your router.

Step 3: Fix App-Specific Issues

1. Clear the app cache: Go to your device's Settings → Apps → select this app → Clear Cache.
2. Update the app: Open your device's app store and check for updates. An outdated app is a common cause of crashes and playback errors.
3. Reinstall the app: If updating does not help, uninstall the app, restart your device, then reinstall from the app store.

Step 4: Lower the Streaming Quality

1. In the app, go to Account Settings → Playback Settings.
2. Reduce the streaming quality (e.g. from Auto/High to Medium or Low).
3. Try playing the content again. Lower quality prevents buffering on slower connections.

Still Not Working?

Note the error code shown on screen (if any) and contact our support team. Error codes help us diagnose the issue faster. Use the Help → Contact Us option in the app or visit our Help Centre.