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Smart TV streaming buffering

AH0303
Newbie
Posts: 2
Registered: ‎14-08-2022

Smart TV streaming buffering

Hi,

For many months now, when using streaming apps on my Smart TV (Iplayer, All4, etc) it suddenly starts buffering and freezes part way through a programme, requiring the TV to be turned off and on again, sometimes multiple times.

I have now made a 'wired' connection, with an ethernet cable trailing across the floor (which isn't ideal), but means there is no buffering and freezing.

I am using a Plusnet Hub One router.  Would a Hub two improve the WIFI to the TV?

I have just re-contracted for a further 18 months.

 

Thanks for you support on this matter.

8 REPLIES 8
Gel
Aspiring Champion
Posts: 2,365
Thanks: 296
Fixes: 29
Registered: ‎02-08-2007

Re: Smart TV streaming buffering

RealAleMadrid
Aspiring Hero
Posts: 2,823
Thanks: 1,470
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Registered: ‎07-07-2009

Re: Smart TV streaming buffering

@Gel  I'm sure this has been pointed out to you before but Openreach have never supplied modem/routers, perhaps you mean a BT Home 6 or something similar,🤔

Mustrum
Community Veteran
Posts: 3,642
Thanks: 1,079
Fixes: 77
Registered: ‎13-08-2015

Re: Smart TV streaming buffering

@Gel  how many times? Openreach provides no device with Wi-Fi.

 

@AH0303  posting the resukts of the BTW dsl checker  and the Help Desk tab found in the advanced settings would help determine what speeds your have.

https://www.broadbandchecker.btwholesale.com/#/ADSL 

Make sure you hide your phone number and any sensitive data when you post.

Baldrick1
Moderator
Moderator
Posts: 12,323
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Registered: ‎30-06-2016

Re: Smart TV streaming buffering

@AH0303  Welcome to the forum 

If you have very recently renewed your contract then it’s worth ringing the Customer Options Team on 0800 013 2632 and asking if they will send you a Hub 2 for the P&P charge. You don’t get an upgrade if you don’t ask.

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

Baldrick1
Moderator
Moderator
Posts: 12,323
Thanks: 5,521
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Registered: ‎30-06-2016

Re: Smart TV streaming buffering

Moderators Note

This topic has been moved from Broadband to My Router 

Moderator and Customer
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If it fixed it,  help others - select 'This Fixed My Problem'

AH0303
Newbie
Posts: 2
Registered: ‎14-08-2022

Re: Smart TV streaming buffering

Hi All,

 

Thanks for all your comments and suggestions

@Mustrum  Please see attachment  for results from BTW dsl checker.  (Haven't got a clue what this all means).

 

@Baldrick1I'll contact the Customer Team and see if I can upgrade the router.

 

Many thanks

Mustrum
Community Veteran
Posts: 3,642
Thanks: 1,079
Fixes: 77
Registered: ‎13-08-2015

Re: Smart TV streaming buffering

@AH0303  thanks, it shows you are getting less than you should, which may a line problem, or wiring problem in your property..

 

The help desk page would tell me more, but you missed that.

 

Hopefully the faults team can do some more working out.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,634
Thanks: 10,212
Fixes: 1,606
Registered: ‎21-04-2017

Re: Smart TV streaming buffering

Hi there,

I can see we're sending you a Hub Two, which should help with your streaming over WiFi, but I've also tested your line and the tests are showing a line fault known as a "Dis In Network" along with a "Bridge Tap".

I've raised a fault to our suppliers and I've been given an estimated response time of by 19/08/22 23:59:59 for an engineer to investigate further. We'll update you when we know more but let us know how things go with your Hub Two. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet