Find the cause of buffering

Before you start

Record which change improves playback. One affected channel suggests a different cause from every internet app failing on the same television.

A practical way through

1. Check whether the problem affects one channel, all live channels, on-demand content or the whole app. That difference helps separate source and device problems.
2. Check that another ordinary internet service works on the same device. A working phone connection does not prove the television has a stable connection.
3. If the device supports it, test a wired connection. Otherwise move closer to the router and compare the result without changing the player settings.
4. Compare performance at different times and pause large downloads or cloud backups. Record whether other users are sharing the connection.
5. Try a lower available resolution temporarily. If playback improves, investigate connection stability or decoding capacity before blaming the entire service.
6. Record the error wording, time, channel or title and player version. Send these details privately to support rather than repeatedly changing random settings.

Check the result

Test one live channel and, where available, one on-demand item. Check picture, sound and navigation. If the result is different from what you expected, note the exact error before changing another setting.