Problem with National Geographic pixellating

[Anonymous User]

Currently watching trafficked on National Geographic channel (9:30pm) &  the picture starts to get blocky intermittently,I’ve had this issue previously when watching Air crash investigation at 11pm weeekdays, it doesn’t happen with any other channel 

there’s no problem with my internet connection either I have a 108mbs fibre connection which doesn’t change

using the Nowtv app on a Samsung smart tv

[Izzie-T]

Hi @Anonymous User 

Thank you for your message.

Can I please ask you if you are watching the live channel or On Demand, please?

• If basic troubleshooting is done-(for unplug device/uninstall app, clear all history on device, smart TV & app. )
• Content name
• Season and Ep numbers
• If possible also timing of the problem happens in Ep
• Device types
• if it is samsung Smart TV, is that just using the app or if you use stick too.
• Area: UK or ROI
• Image or video of problem if possible

[Anonymous User]

@Izzie-T 

Thanks for replying

Watching live

Samsung smart tv app only

content as mentioned : Trafficked S1 e2

(Air crash investigation 11pm)

timing:  9;30pm & others (Sun 14/2/20)

Area : UK

Idon't see the point in deleting & re installing the app, as the other channels are fine,it's just Nat Geo that has the issue,i can't provide a screeenshot,it's not like i'm watching this on a mobile device or a pc,when i'm watching it on tv

[Izzie-T]

Hi @Anonymous User 

Thank you for your reply.

We will submit the information for investigation queue, and will try to update you as soon as I have more information from the tech team.

*Please note that I am only able to look into on content related queries, any account, offer, etc related, please contact our customer team or live chat for help. Thank you.

[Izzie-T]

Hi @Anonymous User 

The team replied that they will take time to monitor the issue for the investigation. 

However, if you have any more time or date seen this happens again, please do let us know.

Thank you very much for your help.

*Please note that I am only able to look into on content related queries, any account, offer, etc related, please contact our customer team or live chat for help. Thank you.

[Anonymous User]

@Izzie-T 
Thu 25/2/21 10:59pm

National geographic

Megafactories  s2 ep5 Audi 

pixellating  briefly at end of episode

[Anonymous User]

@Izzie-T 
Fri 26/2/21 10:40pm 

National geographic 

viewing live

Europe from above  s1 ep2

pixellating

[schnapps]

Hi @Anonymous User 

Izzie-T sent me a PM early last week to say that she is on holidays until Monday the 1st of March 2021.

So you might be better off making NowTV Live Chat aware of the picture issues on National Geographic (unless you can wait until Izzie is back next week to pass this info onto the relevant NowTV Technical Team).

Unfortunately i won't be able to help, where i am a customer just like your good self.

[Anonymous User]

Thanks for your reply,i'm quite happy to wait for izzie-t to pick this up on her return,as she asked if i could mention any further issues & the tech team would take a while to look at this

[Izzie-T]

Hi @Anonymous User 

Thank you for letting us know about the issue info. 

I hope forwarded the detail to the team. I am sorry I cannot guarantee a fix at present. However all the info from you is a very important data and evident that helps us to push any changes and improvement.

Thank you and do keep messaging me anytime.

*Please note that I am only able to look into on content related queries, any account, offer, etc related, please contact our customer team or live chat for help. Thank you.

[Anonymous User]

@Izzie-T 

iIt’s still happening, pixelating quite badly & sound drop outs 

Sun 21/3  National Geographic Live 9:45PM Marina Van Zeller investigates 

I’m getting sick of paying for a substandard service

[Izzie-T]

Hi @Anonymous User 

Thank you for your message again.

The team has been trail back and looking at their data of all the previous reported time. They cannot verify this issue from our side. 

However I will still send this to the team to have another try again.

The other possibility of for this pixelating would be from your Internet provider/area, could be fluctuating at the time for some high or specific requests. That greatly affects the internet speed in the area. 

I will update you if the team has any further news.

Thank you very much for your help. 

[Anonymous User]

@Izzie-T 

Thanks for your reply,i can assure you that the problem does not lie with my internet & speed fluctuations, i tested the speed on Thinkbroadband.com  speed test on the tv internet browser just after this occurance,i did the same after the last occurances also, this time it showed a speed of 103mbs (95mbs tbbs) with a ping of 43ms,like i've said in the past i can stream from Netflix, AmazonPrime video & Disney + all in 4khd without issue

[Anonymous User]

@Izzie-T 

The only possible issues at my end could be the Nowtv app on my Samsung tv

[Izzie-T]

Hi @Anonymous User 

That is true, Samsung TV does have some records of issue playing NOW. 

Will see if they can verify anything further. 

Thank you for your feedback.

*Please note that I am only able to look into on content related queries, any account, offer, etc related, please contact our customer team or live chat for help. Thank you.