No audio on new programmes

[Anonymous User]

For some reason all the new programmes/films on my now tv will play through my apple tv but with no audio.  All the old programmes play fine with audio.  What is going on?

For instance, Kingsman: The Secret Service and Scandal season 5 episode 5 have no audio on my Apple TV (3rd Gen 7.2) but play fine on my ipad.

[Karl-F]

Hi @Anonymous User, 

Thanks for getting in touch with us here at NOW TV. 

Can you please let us know if you are still encountering this issue? 

We have tested it here on our Apple TV and are not encountering the same problems. 

I look forward to hearing from you. 

Thanks, 

Karl

NOW TV Team

[Anonymous User]

Hi Karl,
Still no sound.
Kind regards,
Sam

[Anonymous User]

Hi @Anonymous User

Thanks for getting back to us. I'm sorry to hear that you're still not getting sound for these titles.

Could you try restarting your Apple TV?

You can do this by going to Settings > General > Restart.

Let us know how you get on.

I look forward to hearing from you.

Thanks,

Rob

NOW TV Team

[Anonymous User]

I'm getting the same on kingsmen and domino

[Anonymous User]

Hi @Anonymous User

Thanks for posting, sorry to hear you've had issues with sound on some movies. Can you try the steps above from my colleague Rob. 

Is there no sound whatsoever on the films or is it intermittent? If it is intermittent can you let me know where the sound is the worst?

Cheers

Ranj

NOW TV Team

[Anonymous User]

Hi Ranj,

It's on those two films and it's no audio throughout.

Other movies/shows play fine and a restart had no effect.

[Anonymous User]

Hi @Anonymous User,

We've just tried both movies on our Apple TV and had sound on both.

Are you still experiencing this issue and can you confirm it's on an Apple TV?

Thanks,

Rich

The NOW TV Team

[Anonymous User]

I have a similar issue on these 2 films only. I play through my 5.1 system and only get sound from one speaker. I am also on an Apple TV 3rd gen. This definitely appears to be a now tv issue as opposed to user.
All other films work fine.

[Anonymous User]

Hi @Anonymous User,

Thanks for letting me know this.

@Anonymous User and @Anonymous User,

I have advised our content team and they will look into getting this fixed as quickly as possible.

Sorry for the problems.

Thanks,

Rich

The NOW TV Team