New server - buffer remotely

Server Version#:latest
Player Version#:latest

Recently built new Plex server for windows. Previous was was & Nvidia shield.
At home works fine, for me remote access is fine, but problem is my mother as end user. Her internet provider is BT same as me, but she constantly gets buffering half way through a tv show or movie. she’s watching on fire stick, even tried Kodi Plex app to no avail. Nothing has changed other than the server which is i5, 16gb ram & 710 GPU card, plenty for a Plex server. Can’t figure this out for the life of me, have tried various options. transcoding and direct play options. Any help would be gratefully appreciated. Thanks

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