Playback issues

What can I do to help with buffering or playback problems?

Anonymous — Thu, 03 Oct 2019 13:42:28 +0000

What can I do to help with buffering or playback problems?

Buffering is caused by the internet connection between your router and your device cutting off and joining again, so to play a programme smoothly and without interruption, you’ll need a good internet connection.

If your internet connection isn’t fast enough, the programme may buffer, or you’ll see a message saying you have ‘insufficient bandwidth’ (bandwidth is the amount of data your connection can transfer).

What can I do to improve playback?

Disconnect other devices

If other devices are sharing the same internet connection, try disconnecting them, or just turn them off to see if that makes a difference.
Switch to Standard Definition (SD)

Try switching to Standard Definition as High Definition programmes will require more bandwidth and may cause buffering if your internet connection isn't strong enough. Check the following pages for advice on changing the video quality on 91�ȱ� iPlayer:

How do I change the video quality on my computer or laptop?
How do I set the video quality on my connected TV or games console?

91�ȱ� iPlayer on mobiles and tablets will automatically adjust the video quality according to your internet connection at that time.
Try a wired internet connection

If you’re connecting via WiFi, try a wired connection to help rule out interference from another WiFi network. Or you could try moving your device closer to your internet router.
Try a different browser

If you’re using 91�ȱ� iPlayer with a browser on your computer, mobile or tablet, try using another browser to see if that helps. And if you have lots of tabs open in your browser, close them down as they could be affecting the device's performance.
Check your internet speed

Take a look at our internet speed checker FAQ for advice on how to check your internet speed.

Still having problems? Downloading programmes via the 91�ȱ� iPlayer app on your mobile or tablet may be an option. Take a look at the How can I watch programmes when I'm offline? page for further information.

If you're having issues with your internet connection, please contact your internet service provider, especially if channels and programmes from other broadcasters are affected.

Anonymous (not verified) 03 October 2019

Why does 91�ȱ� iPlayer think I'm outside the UK?

Anonymous — Thu, 03 Oct 2019 13:42:28 +0000

Why does 91�ȱ� iPlayer think I'm outside the UK?

The guidance on this page is for users within the UK. If you are outside the UK, have a look here: Can I use 91�ȱ� iPlayer when I'm outside of the UK?

Programmes cannot be streamed outside the UK, even on holiday. This is because of rights agreements.

What if I am in the UK?

Every device connected to the internet has a unique address, called an IP address. If iPlayer does not recognise your IP address as registered within the UK, you will be presented with an error message.

There are several reasons why 91�ȱ� iPlayer thinks you're outside the UK. These are listed below, alongside some guidance on what you can do about it. We also have a helpful video that explains what you can do:

Using a VPN (Virtual Private Network) or proxy? Try disabling it.

You cannot play a programme if we detect you might be using a VPN or proxy. This is because we will not be confident of your location. To play the programme please disable the VPN or proxy. If using a browser, refresh the page. If using the app, go back and select the programme again. The programme should now play.

Having the problem on a work, university, hospital or business network? The company or organisation might route data outside of the UK or could be using a proxy service. Check with the IT team to confirm.
Maybe your IP address isn't registered in the UK

If your ISP (internet service provider) has supplied you with a recently created or newly sourced IP address, it may be that it hasn't been registered correctly. Or sometimes it may just take a few weeks for the various databases across the internet and our own database to be updated to recognise the IP address as being located within the UK.

You should check with your ISP whether this could be the case before deciding to contact 91�ȱ� iPlayer Support.
Check your IP address yourself

There are various IP checking websites that you can use to check. For example, www.whatismyip.com or whatismyipaddress.com. They will display your IP address, where it believes the IP address is located, what ISP the address is registered with and whether a 'network sharing device' (VPN) or service is being used.

If those details are different to what you believe are correct, contact your ISP. It's possible the IP address you have been assigned has only recently been obtained by your ISP, or it may not be registered correctly. Sometimes it can be due to certain databases (that we use to check a user location) awaiting an update from an ISP, which could take a few weeks.

If you are going to contact 91�ȱ� iPlayer Support, please include your ISP details.

Using a mobile device?

If using the browser version or iPlayer, try the app version.

If you want to use the browser version, in addition to the above guidance, check whether any data reduction features are set in your browser settings as some mobile browsers route data outside the UK when data reduction features are used.

Also, remember to check your browser is up to date. You can also try a using different browser.

Finally, data compression apps may route data outside the UK, so try disabling them.
Web accelerator

A web accelerator is a proxy server that reduces the time it takes to access a website. If you have one enabled, try disabling it to see if that helps.If you're using a , try disabling it to see if that helps.
Tor Network

If you are using or participating in the Tor network, be aware that only Tor relay nodes can play programmes on 91�ȱ� iPlayer.

If you've checked all the above and still find that you're unable to watch, you can contact 91�ȱ� iPlayer Support via our web form. Please include the name of your internet service provider and supply details on what steps you've tried to resolve the issue.

Anonymous (not verified) 03 October 2019

Why is HD picture quality poor sometimes?

Anonymous — Thu, 03 Oct 2019 13:43:36 +0000

Why is HD picture quality poor sometimes?

Your internet connection may not be fast enough for High Definition (HD), or there may be other devices using the same internet connection and taking up your bandwidth.

91�ȱ� iPlayer uses technology called Adaptive Bit Rate (ABR) that can reduce or increase the video quality depending on your available internet speed. So if your internet connection is slow or being used by several devices, it will play the video at a lower quality to fit the available bandwidth, rather than buffering.

You can find out how to check your internet speed on the How can I check if my internet connection is fast enough for 91�ȱ� iPlayer? page. For help with buffering, check the What can I do to help with buffering or playback problems? page.

Anonymous (not verified) 03 October 2019

What's the difference between High Definition (HD) and Standard Definition (SD)?

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

What's the difference between High Definition (HD) and Standard Definition (SD)?

To be classed as "true" high definition, we encode in at least 1280x720 resolution or 720p. We use h.264 with a bitrate of 3.2Mbps (going up to 5Mbps for best quality, should your connection allow) and 192kbps audio. This means that streaming programmes in HD quality will put demands on your network connection.

Standard Definition is any resolution which streams at lower than 720p. SD programmes usually require less bandwidth to stream and download and won't put as much demand on your network connection as HD programmes.

Anonymous (not verified) 03 October 2019

How can I check if my internet connection is fast enough for 91�ȱ� iPlayer?

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

How can I check if my internet connection is fast enough for 91�ȱ� iPlayer?

Firstly, check if any other devices are using your internet connection at the same time. More devices on the same network will consume the limited bandwidth of the connection, so you may wish to disconnect devices that aren't needed.

If that’s not it, check your internet connection speed using one of the following:

Amvia
Broadband Speed Test
BT Broadband Speed Hub
Compare Fibre
Fast
Faster Broadband
Speedtest – On a mobile or tablet? Follow the links to download the app or search your app store directly.
TalkTalk
Thinkbroadband

How fast does my internet connection need to be?

91�ȱ� iPlayer programmes stream at up to 5 Mbps or megabits (5000 kbps), depending on the quality. Our standard quality version is 1.5 Mbps (1500 kbps).

You’ll actually need a little more bandwidth than this to watch programmes on 91�ȱ� iPlayer. If you think your internet connection is slower than expected, please contact your internet service provider.

Anonymous (not verified) 03 October 2019