Playback should not stop or stall under normal circumstances. Video delivery and quality may be disrupted during periods of network congestion, poor internet connections, or when too many Wi-Fi-enabled devices are connected at the same time.
If you experience these issues while streaming, try the following troubleshooting steps for your preferred streaming method:
Still need help? If the problem persists after troubleshooting, you may contact customer service by phone, through the email option below, or by selecting the bot icon in the bottom-right corner to get started on chat.
Freeform app
- Confirm that your streaming device (e.g., Apple TV, Amazon Fire TV/Fire Stick, Android TV, Roku, mobile device, or tablet) meets our minimum system requirements
- Rewind on-demand content in time by several minutes
- Close the Freeform app and open it again
- If you have playback issues on a mobile device or tablet, please be sure to close other apps that may be running in the background
- Clear the cache on your supported device
- Refer to your device manufacturer’s help site for specific instructions
- Disconnect other internet-connected (i.e., Wi-Fi) devices from your network
- If applicable, plug your device into a wire connection instead of using Wi-Fi
- Restart your device and try again
Freeform website
- Confirm that your computer meets our minimum system requirements
- Ensure your internet download speed is 1.5 Mbps or better
- Your Wi-Fi signal indicator does not correlate to your download speed. There are a number of websites where you can conduct a free “internet speed test”
- Rewind on-demand content in time by several minutes
- Refresh your web browser and try again
- Close other computer applications that may be running in the background
- Disconnect other internet-connected (i.e., Wi-Fi) devices from your network
- Restart your computer and try again