The story is such a core memory to me for some reason. I know what you mean about it being a fever dream, i remember reading it in a library book as a small child then never being able to find it again until i was an adult, so Im glad someone else has been in that situation

Was there a story about a girl and a ribbon in the book you read, and when the ribbon was removed her head fell off?

If so it might have been “In a Dark, Dark Room” but that was published in the 80s

As someone else said, this almost always comes down to the device they’re using. Especially if it’s a Playstation console or a Smart TV (in my experience) as they don’t support x265 codec or have .ass support, or both