Troubleshoot choppy video and buffering issues

Choppy video and buffering are most often caused by an unstable or slow internet connection.

Buffering means that playback pauses temporarily while more data is downloaded. This happens when the internet connection cannot deliver video data at the same speed as it is being played.

Viaplay uses Adaptive Streaming, which means that the picture quality is automatically reduced if the internet connection is unstable. If the connection drops temporarily, playback may start buffering.

Follow the steps below to troubleshoot the problem.

1. Test the internet speed

This step helps you check whether the internet connection is fast and stable enough.

  1. Open the external service Bredbandskollen (required):
    http://www.bredbandskollen.se/

  2. Start a test.

  3. Note the results for download speed (Mbit/s) and response time (ms).

Recommended download speed

  • At least 3 Mbit/s – SD quality

  • At least 10 Mbit/s – HD quality (including sports)

SD and HD quality

  • SD quality (Standard Definition) has a lower resolution and a somewhat less detailed picture. The quality is sufficient for smaller screens and slower internet connections.

  • HD quality (High Definition) has a higher resolution and a sharper picture with more detail. HD requires a stable and faster internet connection, especially for sports and fast movement.

Response time guidelines

  • Under 20 ms – very good

  • Under 100 ms – acceptable level

  • Over 100 ms – may cause buffering and longer loading times

If the download speed or response time does not meet the recommendations, continue to the next step.

2. Improve the internet connection

If the response time is high or the download speed is low:

  1. If it is a mobile device, move it closer to the router.

  2. Disconnect other devices from the network that are using the internet.

  3. Forget the Wi-Fi network on the device and connect again.

  4. Restart the router by turning it off for at least 30 seconds and then turning it on again.

Test playback again after each action.

3. Test another device or network

If choppy video or buffering continues:

  1. Connect the device to another network, for example mobile internet.

  2. Or test playback on another device using the same network.

This helps you determine whether the problem is caused by the internet connection or the specific device.

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