Valerie keeps rebooting while streaming

[Merocc]

Hello,

On several occasions, when I attempt to stream 4k content from my plex server to my TV our Valerie modem will reboot itself. All devices become disconnected from the wifi network. The wifi network is no longer present while the modem is going through its startup. This only happens with 4k content but has happened with different movies or TV shows that we try to stream. Could there be some limit on the modem that is causing it to crash and reboot? Or is my modem faulty?

Thank you in advanced. 

[VirginPlusKris · Accepted solution]

Hi there, @Merocc. Welcome to the Virgin Plus Community, and thanks for your post.

For the Community to be better able to assist, could you provide some further details as to what you're experiencing?

• When streaming from your Plex server, are you able to test with streaming it to different devices? i.e., if you try streaming to your phone instead, does your network still crash and restart?
• Is your TV on a wired or wireless connection? If wireless, are you able to test with wired?
• Is this only 4K content from your Plex server causing the crashes? If possible, are you able to test from sources other than your Plex server to confirm?
• Have you tried moving your Valerie modem to a different location in your home? Somewhere more open, or even just closer to your TV.

Depending on your model of TV, it may also be worth checking out Plex's Support page on which Smart TV models are supported - if your TV is not fully supported, you would be limited to 4Mbps max bit rate and a 1080p max resolution, preventing 4K content from being streamed in the first place.

Looking forward to hearing back from you.