The two-minute test
- Does it freeze on every channel, or only one? Only one channel points to that channel's source: tell us which one.
- Does it also freeze on your phone, on the same Wi-Fi, next to the router? If the phone is fine, the problem is between the router and the TV.
- Does it freeze at every hour, or mostly in the evening? Evening only points to a crowded connection at home or at your provider.
- Does a speed test on the TV give less than 10 Mbps? Then the connection is the bottleneck.
Fix 1: restart in the right order
Unplug the router for 30 seconds, plug it back in, wait until the lights settle, then restart the TV or stick. It sounds trivial, but it clears most temporary problems.
Fix 2: give the TV a better connection
Use a network cable if you can. If not, connect the TV to the 5 GHz Wi-Fi network and reduce the walls between it and the router. Our internet speed guide covers the options.
Fix 3: free up the line
Pause downloads, game updates and other streams in the house during the match.
Fix 4: free up the device
Small devices, especially TV sticks, slow down when their storage is full. Clear the app's cache in the device settings, uninstall apps you don't use, and keep at least 1 GB free.
Fix 5: lower the quality
If your connection can't hold HD in the evening, a lighter stream keeps the picture moving. We can tell you how to switch on WhatsApp.
Fix 6: switch server
If the problem is on the server side, switching servers solves it immediately. That's exactly what the backup server in the VIP Box package is for.
Still freezing? Tell us these three things
- Which channel, and at what time.
- A screenshot of a speed test on the TV.
- Your device (TV model, stick or box).
With those, our support on WhatsApp can usually find the cause in a few minutes.