Support - Help with On Demand buffering


Help with On Demand buffering
Suffering with buffering? We know how frustrating seeing that spinning circle can be. Lucky for you we have some tips that might help ease the pain:
  1. Check your speed
    YouView requires a minimum broadband speed of 3Mbps to run smoothly. You’ll need a faster speed if you’re watching on demand in HD or UHD.

    You can find out more about the UHD requirements on BT’s support site.

    Check you have enough speed using our availability checker. If it’s not fast enough, then try our steps but if they don’t work you’ll need to talk to your broadband provider about your speed.
  2. Check your cables
    Time to head round the back of your box. We’ll walk you through what to do.
    First things first, we need to check how your box is connected to your router. Pick your connection:
    • Direct Ethernet cable
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. Follow the cable from your box to the back of your router and make sure it’s securely connected to one of your LAN ports.
    • Powerline adapters
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. There should be two powerline adapters plugged into your mains. One by your YouView box and one by your router. Check both adapters are switched on and make sure the Ethernet cables are securely connected
  3. Restart your router
    A simple restart of your router can help resolve this issue. Switch it off at the plug for 30 seconds and turn it back on. Give it a minute or two to warm up then check if you’re reconnected.

    Warning icon Please don't leave this page while your router is restarting as you won't have any internet access.

    Using Powerline Adapters?
    Make sure you switch both adapters off for 30 seconds and then turn them back on. Give them a minute to reset and all the lights will come back on.
  4. Restart your box
    Press and hold the YouView button on your box for 8 seconds, then let go. You’ll be greeted with a friendly ‘Hello’ telling you that your box has restarted.
  5. Reduce your usage
    Sharing is caring, but if you have too many devices in your house using the internet, this can slow your speed down. Try disconnecting some of these devices and see if helps improve your issue.
  6. Further help
    We didn’t think you’d end up here, but thanks for trying all the above steps.

    We’d suggest contacting your broadband provider for further help.
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