Are you trying to play OnDemand or Cathe Live videos? Also, calling Verizon is helpful, but you still need to do a speed test. Verizon can only tell you what your speed is supposed to be, not what it is when you're actually using the service. They can help you do a speed test, but it is really simple to do on your own just by clicking on the link I previously listed. It's also a good idea to do a speed test at several times throughout the day to see if your speed is fluctuating.