latency and buffering

I am having latency and buffering of playing .mp4 videos that are over 500 MB. I called customers support today and and they told me it had to do with the bandwidth from Sharefile. They tested youtube vs streaming video from Sharefile and they thought the development team needs to increase the bandwidth for my account to stream video. When purchased there was an understanding that the videos would play without latency and buffering. My clients go in to view the files and are having this problem. Please contact if there is any assistance. If there is no resolution I will have to change to another product.