Steam box apps running slow

[fexaac]

I have a stream box with a very good speed internet, for some reason the apps just run slow as soon as I click on them. For example Netflix takes a while to load the menus and is sluggish. Disney+ the same.

I’ve done the standard resetting etc.

Can anybody help please? Thanks in advance.

[Kath_P]

Hi fexaac, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're having issues with the apps running slow on your Stream Box. We've not been able to locate your account in order to check things however there are some additional things we would need to know. 

• Is your Stream box connected via ethernet cable to your Hub or is this connected through WiFi? 
• Are you noticing any issues with slow speeds or browsing when using your internet connection?
• Do you get any error messages or issues running standard apps such as ITV X or BBC iPlayer?

Pop back and let us know so we can help further. 

Thanks, 

[Smidgeons]

 also have this exact same issue.  Nothing ever buffers on the box and all videos/netflix/disney+ all play fine once you actually get them working but it's an uphill stuggle to do so.

All apps are sluggish, icons take ages to load.  Even once you are playing a video on say Disney and you want to press pause even that takes about 2/3 seconds to respond.  Navigating around apps (disney/netflix) each click of the remote takes 1/2 seconds until it responds.

It's an odd one as like i said once you manage to get a video to play it plays fine, and in 4K with no buffering, it's just a UI issue.  I have two streamboxes and 1GB (up and down), wifi 6 and generally ultra high speeds across the home. 

I have one box on wifi and one streambox on ethernet and both are the exact same, with no discernable difference to hos sluggish the ui is.  a bit slow and annoying i can deal with but it's close to the point where i dread having to switch it on as i know it's five minutes of waiting around just to fire up netflix so im close to cancelling the whole thing and jusrt going back to use my fire tv's.

[Smidgeons]

oh and from memory i think iplayer is fine, as is the default virgin ui.  The issue is netflix/disney and it feels like a communication breakdown between virgins servers and their servers as every input takes ages to respond, but their server does eventually respond (which is why netflix videos play fine and don't buffer etc)

[Zach_R]

Hi @Smidgeons,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm sorry to hear you're having some issues with the Stream box and service when trying to use the apps. Can you confirm what steps you've taken (if any) to try and remedy the problem thus far?

Thanks,

[Smidgeons]

Hey matey,

I have went through every setting available on the boxes to see if there's something i could tweak but there's very little control to users on the boxes.

The 'reset' option isn't great as it promises to clean but not delete settings however it does as it logs you out of all apps (disney/netflix etc).  But I have reset a few times, unplugged the boxes for a few hours, reset my router a few times, unplugged the router for a few hours. 

There is a diagnostic button within settings but it serves no diagnostic function and appears to only check internet speed, something my router can already do. it doesn't check the box for issues. i also checked to make sure the box has updated to the latest soft/firmware.  For reference the diagnostic program says everything is fine and i can run 4K.

It almost acts like a vpn/traffic issue as 'me>virgin>netflix>virgin>me', something in that conversation is being held up and every request (download Disney+ thumbnails within their app, scroll down, scroll up, etc) gets delayed by 2/3 seconds.

[Matthew_ML]

Thank you for confirming.

So when you are watching content are you finding its strutting and being laggy?

All of this content is it HD or 4K?

Also are you finding any other apps faster than others, for example Netflix loads faster than Prime?  

[Smidgeons]

Evening,

No, it never lags or pauses and plays in 4K without any issues at all.  The problem is only in the UI's.  And although all the UI's are terrible Disney+ is deffo much worse than Netflix.

[David_Bn]

Thanks for offering us further information @Smidgeons.

Do you leave the Stream box in standby overnight to obtain software updates or is this switched off completely?

Thanks

David_Bn

[Smidgeons]

Morning, 

They are left in standby. I've also unplugged them and my router for thirty minutes to see if that kick starts things but it made no difference. Both the box an dmy router report the 1GB up and down speeds I have and both are fully updated an snot reporting any issues or interference on the network.

Cheers, 

Keith