Nobody likes interruptions, or having a less than ideal experience when enjoying movies and TV on TalkTalk TV Store. This article explains why problems sometimes happen and provides some ideas about what you can do to fix them.
What is blocky playback?
Blocky playback is a technical term for when your video gets a little pixelated and blurry while you’re watching. This’ll happen from time to time if your internet connection speed changes suddenly. Think of it like a stormy sea. When the sea is calm, and everything is normal, there’s no problems – it’s plain sailing – but as the waves get bigger, your boat might dip up and down a bit. The captain might slow down the ship or drop the anchor to keep the boat afloat.
It’s the same with blocky playback. We call these waves ‘spikes’, and if you get them, you might find we change the quality of the video to a lower one temporarily. Once the storm has passed, we’ll get the quality back up to scratch as quickly as we can. It means you can keep watching without interruptions.
What is buffering?
Buffering refers to when your video stops and starts. This’ll happen if you have a more serious internet problem or your connection is too slow. We’ve designed our system to try everything it can before buffering – like lowering the quality of your video - in a stormy sea, there’s only so much the captain can do before the boat capsizes.
If your movie does stop, it's because we're pre-loading a bit more of the video so that you can keep on watching, with fewer interruptions.
I’m having issues. How can I stop them?
Sorry that you’ve had some issues. There are a few things you can do that might help. It can sometimes help to reduce the number of devices connected to your wireless router, reboot your router by switching it off, wait a minute and then turn it on again or, if you can, try a wired internet connection.
You could also try:
- Restarting your device
- Looking to see if there are any updates available for TalkTalk TV Store or Silverlight
- Checking you’ve got the latest firmware and operating system
You might also want to check your internet speed by going to http://speedtest.blinkbox.com and entering the username ‘speedtest’, and the password ‘letmein’. If your internet speed is below 2Mbps - or 5Mbps for HD content – you might want to download your content on a Windows PC (running Windows 8.1 or higher) to watch without having to worry about your internet speed. After it's downloaded, we'll only need to use your internet connection to send a license when you press play.
We know there are a lot of things to try, but most people who give them all a go don’t have buffering or blocky playback issues anymore. If you are still having problems, please get in touch and include your speed test results.
Just so you’re aware, if when you get in touch, we notice that there’s something strange happening with your internet connection, we might recommend you contact your ISP. When we do this, we always provide whatever information we can to assist you in pointing them in the right direction.