Bad Experience

Since the beginning of this year sometimes when I download content it doesn't play and when I contact Showmax they tell me to restart my device and it never works, I thought it maybe my phone or network and subscribed to Netflix but everything there downloaded fast and played perfectly. I cancelled my subscription for a while and came back this month, then the problem persisted I downloaded something and it played a few seconds and closed it to do something else when I came back it wouldn't play.