Step 1: Restart everything

Have you tried turning it off and on again?” Yes, that age-old advice applies to streaming as well. Restart your modem, router, and streaming device, and see if the problems go away.

Step 2: Know your internet speed

Streaming video can be challenging without fast internet service, so as a rule of thumb, we recommend download speeds of at least 15 Mbps for each device that you plan to use at the same time. With two TVs streaming simultaneously, for instance, your internet service should ideally provide download speeds of at least 30 Mbps. More devices on the network (iPhone, iPad, FireTV etc.) mean more bandwidth is needed.

If you have sufficient internet service, proceed to the next step; otherwise, contact your internet service provider for assistance on your internet issues.

Step 3: Try streaming from a different source

Before you start running connection tests, try streaming from a different video source to see if the issues persist. Netflix and YouTube are generally dependable, so if those look crisp and play smoothly, move on to the next step.

Step 4: Try uninstalling and reinstalling the XPLUS app

We are all about continuous improvement so chances are we have an update in the latest app which can provide bug fixes and new features. When you uninstall the app, make sure you save the subscription data!

Step 5:

To see if your streaming device is having connection problems, run a speed test on it by following the instructions below for whatever device you’re using. I suggest running each speed test a few times to look for the most consistent results:

iOS: Go to the App Store and download Speedtest by Ookla. Open the app, select “Do not allow” on the “Help us improve” prompt, and then select “Go.” Wait for the test to run, and then look at the number under “Download Mbps” for your results.


Step 6: Check your modem’s connection speed

Before testing your router’s Wi-Fi connection, first rule out a slow connection directly from your internet modem. The modem might be separate from your wireless router, and will have a cable running to it from an outer wall. If you have a combined Wi-Fi router and modem, or you’re leasing a router from your internet provider, just head to the next step.

To test the connection, find the ethernet cable that runs between your router and the modem. Unplug it from the router, then plug it into a laptop or desktop computer. (You can also connect the cable to your streaming device if it has an ethernet jack and is close by. Otherwise, contact your internet provider for help with testing the modem connection.)

Now, restart the modem and wait until your computer can connect to the internet. Do a Google search for “speed test,” then hit the blue “Run Speed Test” button. The results should be close to your provider’s advertised speeds, and should at least hit 15 Mbps for smooth streaming. If speeds are slower, and you’re paying for faster service, contact your internet provider and complain. Be sure to note that you’ve already tested a direct modem connection, so the support rep doesn’t try to blame your Wi-Fi router.

If speeds from the modem look good, we’re likely looking at Wi-Fi issues. Head to the next step.

Step 7: Check your Wi-Fi router’s connection speed

Given that your modem’s speeds are fine, but your streaming device’s speeds are slow, there’s a good chance your wireless router is the weak link.

To check the connection, run a speed test on a phone or computer within a foot or two of your streaming device.

(Again, you can do this by Googling “speed test,” and then hitting the blue “Run Speed Test” button.)

The results under “Mbps download” should be at least 15 Mbps for a smooth streaming experience on one device.

If the results look good, there’s probably an issue with the app and check for some planned maintenance outage here or report the issue in the messenger (?).

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