Disney + issue

Anyone having issues with disney + app? I have 2 boxes 1 is the main box the other is a wireless box. The wireless box is in my moms bedroom and every time she watches anything on disney + she has no sound after the commercial she has to pause and rewind a little bit to get her sound back. And I can't restart the app because netflix is the only option?? Weird. Also before anyone ask I already got a different box and still doing the same thing