Audio continuing while video stops can point toward a video-specific decoding or rendering issue, though source and delivery faults remain possible. Note whether the app's menus still respond and whether the symptom repeats on other media.
Separate the components
Audio and video are not always handled identically. A player may decode one successfully while struggling with the other's codec or timing. More broadband speed cannot add a missing hardware decoder.
Try a supported engine comparison
If the app offers an alternative playback engine, test it with the same source and record the original setting. Avoid undocumented toggles. A lower version can also reduce both bandwidth and decoding demand, so interpret that comparison carefully.
Report the exact symptom
Tell support that sound continues, whether the image is frozen or black, and whether menus remain responsive. Include device and app versions. That is more useful than describing every visual failure as buffering.
