Unable to load video on Xbox Series X

[Anonymous User]

This is similar to an older post - but anytime I try to watch NowTV on my Xbox Series X I get the error message “unable to load video” - the console is connected to a EE Smart Hub.

I can connect via my old Xbox, all phones, Now TV sticks but I can oly connect via my series X when I hard reset it, then it works once (sometimes), then after I come off the app it stops working, I get the spinny blue circle followed by "unable to load video" again.

The problem seems to be between the Xbox and the EE Smart Hub.

I’ve done the following;

- reset the router 

- reset the console

- hard reset the console

- used both WiFi and wired connections between them

- uninstalled and reinstalled the app

- checked it is an allowed device

I’m stuck. Can anyone help?

[schnapps]

Hi @Anonymous User 

i agree it does sound like there is something blocking the NOW stream on the EE Router with the Xbox series X.

Unfortunately i don't own an EE Router to advise what settings to adjust.

Here's a similar thread, though it was relating to the smart setup feature on a BT Home Hub Router which is not relevant in your particular case.

https://community.nowtv.com/t5/Consoles/Unable-to-load-video-Xbox-Series-X/m-p/554205#M5896 

[gavs82008]

@Anonymous User 

Sounds like you’ve done the typical troubleshooting that staff with NOW would get you to do. 

All I can suggest is to report the issue directly by going onto live chat “chat online”.

https://help.nowtv.com/article/how-to-submit-a-complaint

Or to send an email to customer support, address is in the below picture.