When i go online my laptop won't stream on secure sites

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Hello,
So my laptop is brand new and won't stream on secure sites like netflix. It all loads i get to playback and it's just a frozen image. It's not an internet problem as tried with another laptop and all ok and it's not a speaker problem as will play everything except the audio on streaming sites. Will sometimes play for 5mins and then lose sound and then freeze.
I'm at my wits end because i bought a laptop with a large screen for this very reason.