Buffering Issue

[Anonymous User]

the 1st time using this service & all I keep getting is screen freeze every minute or so, it's so frustrating... I have the latest "SUPER HUB" from virgin media, so what the heck is causing this, surely it's something at your end (now tv) and if it is like this on every film, then I dont think I will be subscribing to this service, besides, I never had this problem at all with Netflix????

Please give me some advice, and not the "click here" for advice, and when clicking on it, the message "ERROR" not very promising at all on the 1st viewing....

[Anonymous User · Accepted solution]

Hi Thomasceltic,

Thanks for your post, 

Could you try perhaps playing other movies? If you are still experiencing the same problem it sounds like an connectivity issue. Firstly it's recommended that you restart your router as this can fix a lot of connectivity issues. 

Using a wireless connection can affect your viewing experience. Using an Ethernet cable to connect your device straight to your router should remove this as a factor.

We also recommend that you have at least a 2.5 mb/s download speed when watching a NOW TV movie so you can get the most from our service.

I hope this helps you resolve your issue but if not please don't hesitate to get back in touch with us. 

Thanks again, 

Joshua

NOW TV Team

[Anonymous User]

Ive just joined and every film a have watched its buffered so the quality is poor why is this ?

[Anonymous User]

Hi beccabee4,

Thanks for getting in touch with us.

Buffering can be caused by many different factors.

It may be that there are other devices connected to the internet which are slowing down the download speed as a result. We would suggest switching off any additional devices connected to the internet when watching a movie if you are experiencing these issues.

It also may be that your Internet Service Provider is experiencing a peak in the service.

If you are using a wireless conection the quality of your connection can change dramatically due to the technology involved. Using an Ethernet cable to connect your device straight to your router should remove this as a factor.

We also recommend that you have at least a 2.5 mb/s download speed when watching a NOW TV movie so you can get the most from our service.

If you have followed these guildlines and are still experiencing issues, can you get back to us and let me know what device you are currently using to watch movies. If you could also let me know whether or not this issue is happening for all films or just local to a few that would be a great help.

I hope this helps,

Aaron

NOW TV Team

[Anonymous User]

I'm watching a film on youview and its stopped halfway

[Anonymous User]

Hi doglet,

Thanks for getting in touch. 

I'll have to ask you a couple of questions just to fully understand the problem that you're having. Firstly are you receiving an error message when playback stops? Secondly, does this happen with other movies that you try to watch or is it just a singular occurrence?

For more information on buffering issues please follow this link to find out more 

If you have any further issues please don't hesitate to get in touch with us. 

Kind Regards

Adrian

NOW TV Team

[Anonymous User]

Every time I watch a film it is constantly buffering. Just tried to watch something & gave up after 10 continuous minutes of buffering. I know my internet speed is adequate so what is the problem?

[Jason-C]

Hi gilly72,

Sorry to hear you've had problems with NOW TV!

If you have a speed of greater than 2.5 mb/s, and the same thing happens when you are using a wired connection, then there are a few other things we can recommend:

If using the NOW TV app -

- Uninstall the app, restart the device, reinstall the app

If using a PC, laptop or Mac -

- Uninstall Silverlight, restart the computer and reinstall Silverlight

- Try in another browser

- Open the Silverlight settings and ensure the box marked 'Enable hardware...' is UNchecked

If these few tips do not resolve your error, then we will need more details to diagnose your issue:

- Which device are you using?

- If on a computer, which browser(s), operating system are you running, including versions?

- Which movies does this happen with? Is Live TV affected?

Hope this helps,

Jason

NOW TV Team

[Anonymous User]

I'm having the same issues. Every time I try to watch a movie full screen it buffers every 30 seconds. I'm on mountain lion, using chrome. Happens on every movie no specific one. It's not a connection issue as now tv works fine on my Xbox and Netflix and love film both work fine full screen with the mac

Oh and the I checking the hardware option in silver light does not have an effect

[Anonymous User]

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@Anonymous User wrote:

I'm having the same issues. Every time I try to watch a movie full screen it buffers every 30 seconds. I'm on mountain lion, using chrome. Happens on every movie no specific one. It's not a connection issue as now tv works fine on my Xbox and Netflix and love film both work fine full screen with the mac

Oh and the I checking the hardware option in silver light does not have an effect

---

Hi LoveTheMonkey,

Thanks for getting in touch with us.

Buffering can be caused by many different factors.

It may be that there are other devices connected to the internet which is slowing down the download speed as a result. We would suggest switching off any other devices connected to the internet when watching a movie if you are experiencing these issues.

It also may be that your Internet Service Provider is experiencing a peak in the service.

If you are using wireless the quality of your connection can change dramatically. Using an Ethernet cable to connect your device straight to your router should improve the quality of your connection.

We also recommend that you have at least a 2.5 mb/s download speed when watching a NOW TV movie so you can get the most from our service.

I hope this is able to clear things up for you.

All the best,

Shannon

NOW TV Team

[Anonymous User]

buffers in fullscreen but i have fibre optic broadband, never buffered in smaller screen. ever.

[Anonymous User]

Hi yonifinke,

Thanks for getting in touch with us, apologies to hear you have had said issue with NOW TV on full screen mode.

I understand that sometimes internet provider download speed may drop at certain points of the day such as peak times.

Is it possible to give me the following information:

1. What time you were trying to view the movie

2. Which movie did you experience this issue with

3. How long in to the movie did you experience buffering, was it right at the start, in the middle or towards the end.

Our picture quality does improve from the moment you start watching the movie, it will adjust taking in to consideration your internet speeds even on full screen.

Kind Regards,

Munira

NOW TV Team