Customer Care

[NCGirl2017]

Hello, when I am viewing a product and try to watch the video presentation the video starts but then I get a "circle of d-----" and the video never starts.  This has been happening for quite ahwile on my laptop, phone and desktop computer...is there a reason and what is the solution.  The videos are helpful to see how something may fit a model.  Thank you

[CalminHeart]

It often means your device is slow or has too much space being used. 

Be sure all other sites, games, apps, etc are closed. I'm always surprised that people keep some open in the background.

Then clear your cookies, cache, history.

Reboot.

If this doesn't work, it could be slow internet or Q is bogged down. 

[Mz iMac]

@NCGirl2017  In order to give you precise and/or correct troubbleshooting instructions it would be helpful if you would provide the following.........

What troubleshooting steps have you taken?  Need this info to avoid the "been there done that" scenarios.

Internet and/or wi-fi carrier?

Speed?

laptop & desktop - Windows or Apple?

Which OS are you using? 

Latest browser?  Which ones?

Phone - Android or Apple?

Which iOS are you using?

Latest Browsers?

[loriqvc]

@NCGirl2017 - And in addition to the details noted by @Mz iMac above, it would be helpful if you could provide an example or two of items you've tried to view; there are occasionally listings where the video or graphics are not performing as they should.

[NCGirl2017]

HI I am using a Dell laptop with Windows with Google Chrome. I don't have issues watching other videos on other sites/apps.  One item is A646249 another is A664635 those happen to be on current show but it doesn't matter whether is Kim Gravel, Susan Graver...the vidoe starts then stalls.  Very frustrating. 

[loriqvc]

@NCGirl2017 - Even though you say this is only happening for QVC videos, it sounds like you may have an issue with your graphics/video interfacing or another program or process that is interfering with proper website performance. (And the latter isn't too surprising because this website is not very well structured or updated.) I am on a desktop computer running Windows, and when I view the two items you shared the numbers for, the videos play fine.

The QVC website is designed for optimal viewing through Chrome, so it is always interesting when Chrome users experience errors. If you haven't done so already, try clearing your browser cache and cookies, and make sure Chrome is updating appropriately based on Google's settings (this is usually automatic, but some users purposely or accidentally customize updates). If that doesn't help, check any special "extensions" you may have active in Chrome to see if turning one off temporarily fixes the issue. And then if you still can't view videos, try launching an incognito browser window and viewing them that way; if you can see them through that method, it means something is probably not playing nicely in your Chrome settings.

Let us know if you find success!