How the assistant chooses

Five answers are enough to separate the common cases: a single channel, a busy evening connection, a big match, a weak Wi-Fi signal, a slow device or an account problem. The assistant then points you to at most three of our guides, in the order to read them.

It does not measure anything and sends nothing: the logic runs in your browser. When the answers suggest the problem lies with the account or the service, for example nothing playing on any device, it tells you to contact your provider instead.

The guides it can recommend

Questions

Does the assistant test my connection?

No. It uses your answers only. To measure speed, see the speed section on our tools page.

Why does it ask about one channel or all?

One failing channel is a channel problem to report, not a buffering problem to fix at home.

When will it tell me to contact my provider?

When the answers point to the account or the service, such as nothing playing on any device.

Are my answers saved?

No. They stay on this page and disappear when you close it.

Related help

Help centerEvery troubleshooting guide by symptom.Fix bufferingThe full six-step check.Account or setup?When nothing works anywhere.

Where this tool fits

Five questions that point to the right buffering or playback guide.

Common problems

  • BufferingPlayback pauses while the player waits for more video data.
  • Buffering during matchesPauses that appear at busy moments, when the household and the network are under load.
  • Lag and slow menusA device or app that responds slowly, often because of storage or background activity.
  • Audio out of syncSound arriving before or after the picture, often from TV or soundbar processing.

See also