How to improve your connection speed

There are several steps you can take to troubleshoot and improve your streaming experience. Start by power cycling your streaming device (TV, computer, etc.) as this can often clear up temporary issues that may be contributing to buffering.

If the problem continues, take a look at the sections below for further information and advice.

Internet Speed

We recommend a connection speed of 10 Mbps or more for stable streaming.

Use a speed testing tool (like Fast.com or Speedtest.net) to perform an internet speed test and see what you’re getting. It usually takes less than a minute to complete and display the results.

Ideally, run the speed test on the device you’re experiencing trouble on. If that’s not possible, run the test in the same position (or as close as possible) on a separate device (i.e. mobile or laptop) connected to the same Wi-Fi network. Note: this will only give you a score for the device you're testing on, and there could be differences.

• Simply restarting your router can improve connection speeds

• Limit the number of devices connected to your network when streaming

• If speeds are consistently low, consider contacting your ISP for advice

Weak Wi-Fi Signal and Interference

When using Wi-Fi, the farther you are from the router, the weaker the signal will be. Physical barriers like walls, floors and furniture, can absorb or reflect Wi-Fi signals, causing them to weaken. Materials like concrete, brick, and metal are particularly problematic.

Certain electrical items in your home can interfere with Wi-Fi signals. This interference generally comes from devices that emit electromagnetic signals (like microwaves) or operate on similar frequencies (Bluetooth). Likewise, neighbouring Wi-Fi networks can also cause interference, especially in densely populated areas.

• Reposition your router to improve signal strength (or move your device closer to the router)

• Minimise obstructions between devices and router

• If possible, use a wired Ethernet connection to improve stability and speeds

Peak Usage Times

Also known as ‘Internet rush hour’, refers to periods during the day, generally evenings and weekends, when the demand for internet access is highest. Just like traffic on roads during rush hour, the internet can experience slowdowns during these times because many users are online simultaneously, consuming large amounts of bandwidth.

• Try running a speed test at different times of the day (morning vs. evening) to see if peak usage times impact your results

• Consider streaming during off-peak hours when fewer people are using the internet

Device Performance

Older devices or budget TVs typically have slower processors, limited RAM (memory), and basic graphics capabilities, all of which can make video playback more difficult, especially for HD or high-bitrate content. This can lead to slow load times, delayed buffering, and even stuttering playback.

• Ensure your device firmware is up to date - updates often include performance improvements

• Try streaming on a different device to see if there’s a difference

VPN

We do not support the use of VPNs and actively block them. Using a VPN often leads to increased latency (delay in the transmission of data) due to extra routing, server load, distance, and the encryption/decryption process. Some VPN servers may intentionally limit (throttle) the bandwidth for specific types of traffic, like video streaming, to conserve bandwidth or manage server load, making it difficult to stream videos without interruptions.

• Disconnect VPN (if using one)

Cache and App Data

Cached files and cookies can build up over time and may slow down your device or cause issues with loading content, potentially leading to buffering. Clearing the cache and resetting the app might help improve performance.

• On TV devices: within the app, select Settings > About > Reset

• On mobile: within the app, select the Settings icon in the upper right and choose ‘Reset ITVX’

• On web browsers: clear your cache and cookies (you can find this in the browser settings, typically under Privacy & Security)