Website Layout gets disturbed

Hi, there I am a Business development manager and working with Airtel one of the largest cellular networks in India. Let me share some background we basically work like Netflix, people can install the airtel tv app for pc or can use the application on their smartphones. Now the issue is whenever the streaming goes up some users complain the site loses the structure. I am not sure what is the issue anyone has to experience such a thing?
Any developer who can share his experience related to streaming software?