Playback issues

Why has my on-demand programme been cut short?

Anonymous — Thu, 03 Oct 2019 13:42:28 +0000

Why has my on-demand programme been cut short?

We use the schedule to add programmes automatically into �鶹Լ�� Sounds after they're broadcast. This makes them available as quickly as possible, however, sometimes schedules can change slightly or programmes might overrun. That means we might miss the very beginning or very end of a programme.

We know this can be frustrating so to help combat this:

We add two minutes to the end of every on-demand programme
We also correct most issues on newly-broadcast content within the first few hours of them becoming available

However, if a programme you're listening to ends abruptly or begins partway through the programme, try playing the following or previous programme broadcast on that station. You can find this out using the schedules.

If you’re interested, you can read all about this and the problems we face in delivering programmes in the �鶹Լ�� Technology + Creativity Blog by Jim Simmons, Senior Product Manager: Start times on �鶹Լ�� Radio on demand programmes.

Anonymous (not verified) 03 October 2019

Help fixing problems with �鶹Լ�� Sounds on your internet radio

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

Help fixing problems with �鶹Լ�� Sounds on your internet radio

Before following any of the steps below, search the known issues and our general FAQs to check whether you are experiencing a known problem.

You can only access live �鶹Լ�� programmes and podcasts on your internet radio. On-demand programmes are not available. However, if you're having problems playing live streams or podcasts on your internet radio device, try the following steps:

Restart the device.
Position the device closer to your WiFi router for a stronger signal, or try changing the channel your WiFi router transmits on. This page has guidance on how to do this: Tech Advisor: How to change your router channel for better WiFi. (The �鶹Լ�� is not responsible for the content of external sites.)
Check with your manufacturer whether a software update is available for your internet radio device.

We make every attempt to provide manufacturers with information that allows them to offer �鶹Լ�� Radio services to their customers. Support for these devices is the responsibility of the manufacturer, as they control what content is offered on the device and how to access it. If you’re not able to resolve the problem yourself, you’ll need to contact your manufacturer’s support team.

Anonymous (not verified) 03 October 2019

What can I do to stop buffering or unstable playback?

Anonymous — Thu, 03 Oct 2019 13:45:45 +0000

What can I do to stop buffering or unstable playback?

Buffering is caused by your internet connection cutting out and joining again, so to play a programme smoothly and without interruption, you’ll need a good internet connection.

If your internet connection isn’t fast enough, it could be because you’re either sharing bandwidth with other devices or you are connecting to your internet router via WiFi and the signal quality is poor.

What can I do to improve playback?

Try disconnecting other devices using the same internet connection, or just turn them off to see if that makes a difference
If you’re using WiFi, move closer to the router or try a wired connection to help rule out interference from other networks
Check your internet speed using our internet speed checker page on the �鶹Լ�� iPlayer help site
Radio 3 uses a higher quality stream which in turns uses more data so if you’re having a problem just with Radio 3, this might be why

Other suggestions

If you’re using the �鶹Լ�� Sounds website, try using a different browser to see if that helps
If you have lots of tabs open in your browser, close them down as they could be affecting the device’s performance

Still having streaming problems?

Try downloading full radio programmes, podcasts and music mixes via the �鶹Լ�� Sounds app (if you're based in the UK). Once you've downloaded a programme you can listen to it offline, so you won't need to worry about your internet connection. If you're using a computer or laptop, you can download podcasts. Check the following pages for more:

If you're still having problems after this, please contact your internet service provider, especially if stations and programmes from other broadcasters are affected.

Anonymous (not verified) 03 October 2019

I'm in the UK. Why am I getting advertisements on podcasts?

Anonymous — Thu, 03 Oct 2019 13:46:29 +0000

I'm in the UK. Why am I getting advertisements on podcasts?

Since 2018, there are adverts on �鶹Լ�� podcasts delivered outside the UK.

When a podcast is downloaded or played, we detect whether or not you're in the UK, regardless of how you're accessing the podcast. If our systems think you're outside the UK when you download or play the podcast, you may hear advertisements.

If you're in the UK but you hear advertisements on the podcasts you download or listen to, have a look at our Why do you think I'm outside the UK? page for steps to try to resolve this.

For more information about advertisements on podcasts, visit the �鶹Լ�� World Service Radio FAQ page.

Anonymous (not verified) 03 October 2019

Help fixing problems with �鶹Լ�� Sounds on your smart speaker

Anonymous — Thu, 16 Apr 2020 10:35:03 +0000

Help fixing problems with �鶹Լ�� Sounds on your smart speaker

Having problems with �鶹Լ�� Sounds on Alexa? Check this page for more information: Why do �鶹Լ�� Sounds streams stop or cut out when listening on my Alexa device?

Many users have been able to fix smart speaker problems by following the troubleshooting steps below. Or our Known issues page lists problems that we're aware of and are working to resolve.

Make sure your device is supported

Check the Can I use �鶹Լ�� Sounds with my smart speaker? page to see if your device is supported and how you can use it with �鶹Լ�� Sounds. Some functionality is different between devices.

Restart the device

Unplug the device from the mains, wait a few moments, then plug it back in and let it reboot itself.

Check for a software update on your device

It's always best to make sure your device is running on the latest software available to it. Click on the links below to see how you can check for software updates on your device:

Amazon Echo: Update the software on your Echo device
Apple AirPlay: AirPlay system requirements
Google �鶹Լ��: Updates to Google Nest devices
Sonos: Update your Sonos speakers

Check your internet connection

Try switching off other devices using the same internet connection to see if that helps as they'll be competing for bandwidth. Also, if your speaker is not in the same room as the internet router, experiment by moving your smart speaker closer to your internet router as that may help you diagnose whether some locations in your home have a weak WiFi signal.

Restarting your internet router is also a good step to try, and making sure your router's software is up to date.

Your WiFi may be affected by interference which would cause issues with streaming on a smart speaker. To help diagnose and fix interference, please have a look at the following site which has some really useful tips to help: How to perform a Wi-Fi interference test
(The �鶹Լ�� is not responsible for content on third party websites)

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Device specific problems

Alexa device: Help fixing problems with �鶹Լ�� Sounds on your Alexa device
Google device: Help fixing problems with �鶹Լ�� Sounds on your Google device
Apple Siri device: Help fixing problems with �鶹Լ�� Sounds on your Apple Siri device
Sonos device: Help fixing problems with �鶹Լ�� Sounds on your Sonos device

Anonymous (not verified) 16 April 2020

Help fixing problems with �鶹Լ�� Sounds on your connected TV

Anonymous — Thu, 16 Apr 2020 11:05:02 +0000

Help fixing problems with �鶹Լ�� Sounds on your connected TV

Before following any of the steps below, search our known issues section to check whether you are experiencing a known problem.

Try the following steps:

Step 1: Restart your device
This could mean leaving it switched off at the mains for a few minutes but check your manual in case there's an alternative recommended method for your device.
Step 2: Disconnect your device from the internet, then reconnect
This might refresh your internet connection and get the �鶹Լ�� Sounds app up and running again for you.
Step 3: Update your device's firmware/software
Sometimes bugs may have been fixed in an update. This is usually found in Settings or System Information, but if you need assistance with updating the firmware, contact your service provider or manufacturer.
Step 4: Uninstall and reinstall the app
If your device lets you add and remove apps, try removing the �鶹Լ�� Sounds app and re-adding it. If you're not sure about how to do that, you should contact your manufacturer.

Still need help?

If you're still having trouble and you haven't been able to resolve the problem, contact us and let us know what you've tried. Please provide as much information as possible:

What version of �鶹Լ�� Sounds is installed on your device? Check the Where can I find system information for the �鶹Լ�� Sounds app on my connected TV? page for advice on how to find this information.
What's the make and model of your device? Include the model number and software version if possible.
Is an error message displayed, and what exactly does it say? Is there an error number?
When did the problem start or happen?
Does the problem affect one or more programmes, and which programmes are affected? If it's just one, check the known issues page in case it's known already.
Does it affect live or on-demand programmes?
Detail the steps to reproduce the problem or fault.

Anonymous (not verified) 16 April 2020

Help fixing problems with �鶹Լ�� Sounds on your Sonos device

Anonymous — Mon, 21 Jun 2021 23:00:03 +0000

Help fixing problems with �鶹Լ�� Sounds on your Sonos device

If you are having a problem with �鶹Լ�� Sounds on your Sonos device we first recommend that you follow the steps in our smart speaker troubleshooting guide.

If you are still having a problem after following the troubleshooting steps, head to the Sonos Support Site for full troubleshooting steps to try.

Are you using Sonos via Alexa?

Try to disable and then re-enable the Sonos skill.

Are you trying to use Google Assistant?

While Alexa works on Sonos devices which are voice enabled, �鶹Լ�� Sounds is not yet supported using Google Assistant. However, we are in discussion with Google and Sonos to find a solution and enable this feature.

Are you outside the UK?

Currently, �鶹Լ�� Sounds in the Sonos controller app is only available to listeners in the UK.

If you are in the UK and unable to find �鶹Լ�� Sounds on the Sonos app, your account may not be registered to the UK. You can find out how to check this on the Sonos Support Site.

We'd love to hear your views on �鶹Լ�� Sounds on Sonos. To share your feedback with us, please get in touch using the Contact us link below, selecting Comment > Smart speaker > Sonos. You can also tweet using the hashtag #bbcsoundssonos

Are you having problems restarting live streams on Sonos S1?

Unfortunately this is a known limitation with Sonos S1 devices. The stream will revert to the live position when playback is resumed after around 20 minutes.

Anonymous (not verified) 22 June 2021

Help fixing problems with �鶹Լ�� Sounds on your Apple Siri device

Anonymous — Mon, 21 Jun 2021 23:00:03 +0000

Help fixing problems with �鶹Լ�� Sounds on your Apple Siri device

If the problem is not resolved after following the steps in our troubleshooting guide, then head to the Apple Support site for full troubleshooting steps to try: If AirPlay or screen mirroring isn't working on your device.

Also check our Known issues page which lists problems we're aware of and are working to resolve.

Anonymous (not verified) 22 June 2021

Help fixing problems with �鶹Լ�� Sounds on your Google device

Anonymous — Mon, 21 Jun 2021 23:00:03 +0000

Help fixing problems with �鶹Լ�� Sounds on your Google device

If the problem is not resolved after following the steps in our troubleshooting guide, then head to Google's website for full troubleshooting steps: Google Nest Help: Troubleshoot an issue.

Please be aware that you can only play live radio stations on Google �鶹Լ�� using voice controls. For on-demand content, like our podcasts and music mixes, you'll need to cast from the �鶹Լ�� Sounds app.

Also check our Known issues page which lists problems we're aware of and are working to resolve.

Anonymous (not verified) 22 June 2021

Help fixing problems with �鶹Լ�� Sounds on your Alexa device

Anonymous — Mon, 21 Jun 2021 23:00:03 +0000

Help fixing problems with �鶹Լ�� Sounds on your Alexa device

Having problems with �鶹Լ�� Sounds streams on Alexa? Check the following page for more info: Why do �鶹Լ�� Sounds streams stop or cut out when listening on my Alexa device?

After following the steps in our Troubleshooting guide:

Check that the language on your Amazon device is set to UK English. Open the Alexa app, then tap Settings > Device Settings. Select your Amazon device, then Language, and ensure UK English is the set language.
Head to Amazon's website for full troubleshooting steps to try: Support for Amazon Echo

�鶹Լ�� Sounds skill issues

We are aware that there are some issues with the �鶹Լ�� Sounds skill. Some of these are easily fixed and answered, and others are out of our hands as Alexa skill producers.

1. I've followed the steps to link my account and I'm still unable to access �鶹Լ�� Sounds content. What can I do?

There are a few things you can try to resolve this issue:

There are four possible ways to link your account, shown on this page. If the way you've tried isn't working, please try the others.
It may be that the device profile is not the same as the account profile. Try saying “Alexa, switch profile” or “Alexa, switch to [your first name]’s profile” and trying to link your account again.
Please try unlinking your account, and re-linking. Steps to do this are as follows:

•   Open the Alexa app;
•   Tap ‘More’ in the bottom-right corner;
•   Tap ‘Skills & Games’;
•   Tap ‘Your Skills’ in the top-right corner;
•   Scroll to find the �鶹Լ�� Sounds skill, and tap it;
•   Tap ‘DISABLE SKILL’, then tap ‘DISABLE’;
•   Tap ‘ENABLE TO USE’ and follow the steps to log in;
•   Try to launch the skill again

And if you're still having problems, you can contact us here.

2. Alexa doesn't understand me when I ask for �鶹Լ�� content.

Background noise and speaker position may prevent your request from being understood.

All �鶹Լ�� radio stations can be asked for using “Alexa, [station name].” The shorter your request, the less chance Alexa will have to mishear you. Using “Alexa, Radio One” is likely to be more successful than “Alexa, can you start playing Radio One?” for example.

When asking for podcasts and music mixes, usually “Ask �鶹Լ�� Sounds for [content title]” is the best way to get to it.

We’re always working to make it easier for our audience members to reach the content they want.

3. I used to be able to use �鶹Լ�� content for my alarm and now I can’t.

The good news is that you can, using a customised Alexa Routine! Information on how to do this can be found here: How do I set up an Alexa Routine?

4. I used to be able to listen to �鶹Լ�� content on my devices in multiple rooms and now I can’t.

Update: 'Multi-Room' playback using the �鶹Լ�� Sounds skill is now possible. Multi-Room allows you to play your favourite �鶹Լ�� Sounds music, podcasts or radio stations on multiple Alexa-enabled devices at the same time with our Alexa skill.

You can find more information here.

5. The content doesn’t start, or it stops midway through.

We are aware of some playback issues, which we are actively investigating with Amazon. Playback on early generation devices seems to be less reliable in some cases than on more recently manufactured devices.

6. �鶹Լ�� Sounds will not play anything, I get an error message or a different skill.

The �鶹Լ�� Sounds skill is only available in the UK. Please check your device’s location and language settings in the Alexa app.

7. You keep telling me to sign in or link my account - why?

Linking your account gives the best experience on our skill and across the �鶹Լ��, with more features for signed-in users on their way. It’s a very simple process to log in and you only have to do it once. For more information on how to sign in go to: How do I sign in on the �鶹Լ�� Sounds Alexa skill?

8. My issue is not addressed here.

Check our Known issues page which lists problems we're aware of and are working to resolve.

Tap or click the Contact us button at the bottom of this page to tell us about your issue. Or talk to us through Live Chat when it’s available.

Anonymous (not verified) 22 June 2021