The image freezes/buffers continuously
If your stream freezes, stops, or buffers, it’s usually related to your internet connection.
Viaplay uses Adaptive Streaming, which automatically adjusts video quality based on your connection speed. The following steps will help you solve the issue:
Step 1: Does other content or other streams buffer?
- If yes: please follow the next steps.
- If no: please contact our support team and specify what content is affected.
Step 2: Check your internet speed
Go to www.bredbandskollen.se and test your current internet speed.
Below are our recommended download speeds:
- 1.0 Mbps – Minimal speed for stable streaming
- 3.0 Mbps – Recommended for SD quality
- 10.0 Mbps – Recommended for HD quality and Live Sports
If your speed is below these levels, buffering or reduced quality can occur.
Step 3: Check your response time (latency)
On www.bredbandskollen.se you can also see your internet Response Time.
- Below 20 ms: Excellent
- Below 100 ms: Good
- Above 100 ms: May cause delays or buffering
If your response time is high, you can try these common solutions:
- Move closer to your Wi-Fi router.
- Disconnect other devices that are not in use.
- Reconnect your device to Wi-Fi.
- Restart your router
A high response time means internet-based services can take longer to load, which may cause the stream to freeze or buffer.
Still having issues?
If the problem continues after testing your connection:
- Try using a different wireless network or mobile hotspot.
- Try using a wired connection instead of Wi-Fi, if possible.
- Update and Restart the Viaplay app or browser.
- Try clearing your cookies and cache when your device is a computer.
- Check if other devices are also affected. This helps confirm if the issue is network-related.
If you’ve tried all the above and the issue remains, please contact our support team and include your speed test results, steps you have done and specific streams that are affected for quicker assistance.
