Answered

Streaming from home internet doesn't start

There were no problem before but recently I can not stream videos with my home wifi connected. Instead if I connect to my mobile phone's hotspot it streams perfectly. Any solutions for that ?

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  • Hello,

    Thank you for writing in to us. We're sorry you're experiencing issues watching on Viki.

    To make sure this is not a browser issue can you please try the following?

    1. Restart your home internet network. For more details - Helpful steps to troubleshoot video issues
    2. Log out from your account
    3. Clean the cache and cookies on your browser. - How do I clear the cache and cookies on my web browser?
    4. Close the browser and restart it again.
    5. Log back into your Viki account
    6. Try again from another browser

    Are you still experiencing the same issues? If so, can you please provide the following information?

    • Browser version and operating system. Click here to see all related information.
    • Your internet speed. Please share with us the download speed by going to this website.
    • What do you see when you are trying to play the videos?
    • Does this issue occur even while on your other web browsers (eg. Firefox, Chrome, etc)?
    • An example episode with this issue.
    • A screenshot or screencast of the error message or issue

    Thank you so much for your help. 

    Best,
    Michelle

    Note: To respond to this thread, please click on "View the post" in the email notification. Responses to the email notification will not update the thread and are not received.

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  • Hi,

    I already tried all solutions you advised above, none of them works. I tried with several web browsers including Chrome, Edge, Firefox and Opera. I have 200Mbit/s internet at my home. Already made a speedtest with around 190Mbit/s. When I click play button video playback does not start, there is only loop icon middle of the screen. When I use my mobile phone as hotspot and use its internet everything works fine. So the problem only occurs when I am connected to home wifi.

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  • Hi mesutm,

    It's likely an internet issue since your cellular hotspot works alright.

    Do give these a try to see if it helps:

    • Disable any proxies/VPN or possible tunnel softwares that might be routing your internet traffic 
    • Contact your Internet Service Provider to enquire if your network allows streaming or provides access to Viki (some networks might limit connection speeds or block certain video streaming sites)

    Otherwise, we suggest watching Viki on another internet network connection.

    Hope this helps!

    All the best,
    Michelle

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