Work through the checks
- Test two unrelated authorised items in the same player.
- Record the viewing time, network type, start delay and whether audio or picture stops first.
- Compare a supported wired connection or another authorised network where practical, changing one condition.
- Report the exact result and restore changes that did not help.
Peak speed-test throughput cannot by itself establish stable delivery of a particular stream.
Send the useful details
Tell support the actual device model, OS, player and version. For playback, name the item and time zone. For an order, use the receipt reference. Keep passwords, private playlist URLs, device keys and full payment details out of public screenshots.