My5 streams content directly from the internet. 

Occasionally, you may experience problems with the quality of video, such as:

• Jerky playback
• Video or sound that appears to shudder or stutter
• Video or audio that suddenly stops
• Audio that is not correctly synced to the video
• Problems watching content after the ads
• Slow performance when using a My5 app

Determining the cause

Most playback problems are caused by the speed and quality of your broadband connection.

Other potential causes include:

• Problems with your router or modem
• Network traffic shaping or throttling, where your connection may be slowed down by your Internet Service Provider (ISP)
• The amount of traffic on the network
• The amount of memory in your device
• The number of applications open on your device

Solving playback problems

If you experience problems, we recommend:

• Closing browser tabs and windows
• Closing any unnecessary applications
• Rebooting your device
• Checking your ISP’s traffic-shaping policy
• Trying again outside of peak periods

If you continue to experience problems with playback, please read our Video playback checklist.