Start with where the problem happens
A stream travels through several parts of your setup: the service, your internet connection, your home network and the device running the player. A buffering symbol alone does not identify which part is responsible.
Try another channel first, then another streaming app on the same device. If one channel fails while everything else plays, record its name and contact the service. If multiple apps struggle, examine the connection and device before repeatedly reinstalling the player.
Check your evening performance
Compare a speed test during your normal viewing time with one outside that period. Use the same device and connection so the comparison is meaningful. A broadband plan’s advertised tier is not a guarantee of the speed at your television.
Network congestion, equipment, Wi-Fi and the way your provider supplies the connection can affect your experience. Record the times when slowdowns happen and share the pattern with your internet provider if it affects multiple services.
Further reading: nbn’s explanation of network congestion.
Separate Wi-Fi from the internet service
If the device supports Ethernet, compare a wired connection to your router with Wi-Fi. Improvement over Ethernet suggests that the wireless link may be part of the problem. Place the router in an open position and reduce the distance and obstructions between it and your viewing device where practical.
Pause large downloads or cloud backups during a test. Multiple household devices share the available connection, so a speed test taken while others are downloading may not reflect a quiet network.
Further reading: nbn’s home network optimisation guidance.
Adjust one thing at a time
- Note the affected channel or title and whether the issue is buffering, picture quality or sound.
- Close extra streams and confirm your account’s simultaneous connection allowance.
- Restart the player and try the same content again.
- Compare another channel and another app.
- Compare Wi-Fi with Ethernet where supported.
- Try a lower playback quality if the player offers it.
- Record the result before making the next change.
No internet speed figure can guarantee smooth playback for every stream. The bitrate, source, player and other household usage all matter. Ask the service about its requirements for the content and quality you intend to watch.
Send the problem to the right support team
For an account error or a single failing channel, contact Drogon TV with your player name, device model and the exact error. For slow internet across several services, contact your broadband provider with your test results and the times of day affected.
You do not need to send your password to describe a fault. Screenshots should hide account secrets and payment information. See the support checklist for the useful details to include.