4K in the website name is not a guarantee that every stream is delivered in 4K. Actual picture quality depends on the authorised source, app, screen, plan and network.
Check the complete chain
- Confirm the source resolution and whether the requested content is available in that format.
- Check that the device and display support the resolution.
- Confirm the app’s supported playback format and any settings that limit quality.
- Check network stability and the bandwidth guidance supplied by the actual app or provider.
When video buffers
Try another authorised source, restart the app and note whether the problem affects every programme or only one. Pause large downloads and check Wi-Fi reception. If supported, compare a wired connection.
Make a useful support request
Record the device model, operating system, app version, approximate time and error message. Do not share account passwords or access tokens. Ask whether the issue is a source outage, compatibility limit or connection problem.