Chromecast stream disconnecting during adverts...

[Anonymous User]

Hi all,

I'm attempting to stream Sky Sports via Now Tv App on iPad/Chromecast. During every advert break, the rotating logo appears, then the stream stops and the 'Ready to cast' screen is shown. I then have to select and start the stream again.

It's very annoying. I've tried restarting everything - router, chromecast, ipad, app etc., checked all connections (not that I've changed any) to no avail. The same thing happens on all three Chromecasts in my house, connected to various TV's.

Any ideas on how to resolve this problem, or is an update to the app going to be rolled out soon?

Rgds.

[Anonymous User]

Dear Mr Frustration,

I've done as you suggested and messaged Tony-D the following in the hope that somethings done.

Chromecast stream disconnecting during adverts.

Dear Tony-D,

Like dozens of other users I'm having a problem with the live stream disconnecting during the adverts and it's so frustrating.

I’m casting Now TV from my i-phone 6S to an LG TV via Chromecast.

I’ve used this set up with the Now TV app without a problem in the past until a few weeks ago.

I haven’t changed my TV, or Phone, or BT Home hub 5 and have no broadband problems.

I’m on BT Superfast plus so download speed is excellent typically 68Mb.

If I cast from other apps like BT TV, You Tube, i-Player etc I don’t have a problem.

Looking at the Now TV forum I see lots of other people with exactly the same problem.

Can anyone please tell me what’s causing it and how to rectify the problem?

Or is it a case of waiting (if I can) for a software update from Now TV.

Regards,

mrjbish.

[Tony-D]

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@Anonymous User wrote:

Dear Mr Frustration,

I've done as you suggested and messaged Tony-D the following in the hope that somethings done.

Chromecast stream disconnecting during adverts.

Dear Tony-D,

Like dozens of other users I'm having a problem with the live stream disconnecting during the adverts and it's so frustrating.

I’m casting Now TV from my i-phone 6S to an LG TV via Chromecast.

I’ve used this set up with the Now TV app without a problem in the past until a few weeks ago.

I haven’t changed my TV, or Phone, or BT Home hub 5 and have no broadband problems.

I’m on BT Superfast plus so download speed is excellent typically 68Mb.

If I cast from other apps like BT TV, You Tube, i-Player etc I don’t have a problem.

Looking at the Now TV forum I see lots of other people with exactly the same problem.

Can anyone please tell me what’s causing it and how to rectify the problem?

Or is it a case of waiting (if I can) for a software update from Now TV.

Regards,

mrjbish.

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Hi @Anonymous User Thank you for the insight into your home set up. I can tell you that it is no cusotmers fault at all. It comes down to the ads we have placed. We thought that we had found the problem but it seems to be a bit more to it. Originally, we thought that the markers for the ads to be shown we're causing the problem but we are still working on a few other things we think are the problem. We are actively looking for the fix and have most of dev resources on this case so hopefully we have a clearer solution within the next few days.

[Anonymous User]

Another one having this issue for quite some time, having to reconnect twice in every ad break...not happy!

[Anonymous User]

Im having the same thing, been an issue for the past week now and makes the service unusable, so annoying!!! Please sort this out or I'm off

[Anonymous User]

Hi, 

i am have the same issues, will this be getting fixed ? 

[Anonymous User]

Ive been having this issue for approx 8 weeks, Chromecast builtin to my Sony TV and also three chromecasts around the house (same IP), all stop mainly at end of adverts but not before any sky trailers.

I mainly cast from my phone, works direct on phone (ie no casting) but as soon as chromecasting all fail. 

I have reset everything, all off (router/switch/phones/tv/chromecasts..... the lot!) then back on, router 1st etc... This does not stop the problem.

The advert signal is throwing the chromecast device, so what can a phone receive and decode ok that a casting device cant? 

Needs sorting soon sky chaps, people are not happy, its a bad bug!

[Anonymous User]

Same issue here. No problem at all watching BT Sports, only watching Sky Sports does the stream drop. Have had to resort to using NowTV stick for Sky and using Chromecast for BT!!

[Anonymous User]

Add me to the list. Just another example of the sub standard service offered to us Now TV Sports subscribers. 

[Anonymous User]

Seeing the same problem here - VERY frustrating having to restart the stream at the start and end of every advert break! (Chromecast + Sky F1)

[Anonymous User]

A few on Google Play are reporting this via the Now TV reviews.

One poor review relating to this problem from October 18 received this formal response from SKY:

"Hi Martyn-we're sorry to hear about this issue. Can you try upgrading to the latest version (6.1.1) to see if this solves your Chromecast problem?"

I just checked my Now TV app and I am on 7.6.1? I'm still seeing the issue. 

Perhaps more one-star reviews on Google Play will move this issue on.

[mnewton]

Same problem for me after buying a Sky Sports pass especially to watch the F1 today. Very annoying! 

[Anonymous User]

Dead right, it's too annoying particularly when paying for this crap

[Anonymous User]

Same thing here... very annoying .. hoping it gets sorted soon. 

[Anonymous User]

Add another name to the list...come on, sort this out please...

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@Anonymous User wrote:

Same thing here... very annoying .. hoping it gets sorted soon. 

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[happynowtvuser]

I have spent time on chat with NowTV for them to tell me i should update the app, i told them its nothing to do with the app.  They said they would raise this as an issue.

i pointed them to this post saying its not just me people keep getting disconnected at ad breaks when casting.

i tried to contact the app developers who told me to contact chat.  seem to be in a circle can someone raise this to tech and get it sorted? @Tony-D can you raise this we are all having the same problem!!!!

[Anonymous User]

How has this not been fixed yet? 

[Anonymous User]

Been having same issue throughout Oct.

Disappointing to see NowTV haven’t resolved this when all Chromecast users are having the same issue.

Definitely cancelling after this month if this is not fixed as it’s really frustrating!

[Anonymous User]

Imagine if there was an issue similar to this on Sky+ or Q? It would be sorted in a day.

[Tony-D]

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@happynowtvuser wrote:

I have spent time on chat with NowTV for them to tell me i should update the app, i told them its nothing to do with the app.  They said they would raise this as an issue.

i pointed them to this post saying its not just me people keep getting disconnected at ad breaks when casting.

i tried to contact the app developers who told me to contact chat.  seem to be in a circle can someone raise this to tech and get it sorted? @Tony-D can you raise this we are all having the same problem!!!!

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It's  been sent off guys. Noticed it myself this weekend. I'll chase it up today. @happynowtvuser

[happynowtvuser]

thanks @Tony-D  it would be great if it could be fixed ASAP.  any compensation for users would be greatly appreciated.

[Anonymous User]

Good evening...I am receiving emails from all users who are experiencing the same problem that was raised on the 6th.October....to date there are over 50 very unhappy NOW TV customers (and probably many more who have not found the feed on your forum site) who are on this feed....it is unnaceptable that NOW TV have done nothing to resolve this issue nor have they had the courtesy of taking any responsibilty for a service which is being paid for but not being delivered. I am unable to get thru via Live Chat - it is not working , I have asked the NOW TV team to pass me on to customer service but have been refused and I put in a complaint via your website ten days ago and neither was it acknowledged nor have I received any feedback....not only is your streaming service not up to standard - clearly there is an issue - but your company has no idea as to the meaning of customer service. Many of your customers aree paying for a service which is not being delivered.

I am seriuously thinking of passing this over to the BBC Watchdog series to see if they will be able to take this up on our behalf....that is not a threat but you leave me no alternative but to find other ways of getting some answers as to date nothing has come back from NOW TV by way of taking some responsuibilty and offering some form of apology and compensation for this service...it is truly the worst service I have received in many many years....if i do not hear from NOW TV with an accepotable response by the end of Monday 12th.November I will get in touch with the BBC Watchdog program.

It would be in your best interests if you feedback your reponbse to all of the 50+ users who have added their names to this feed...as they are as fed up with your service as I am...

I can be contacted by phone but no-one at NOW TV has thaought that may help...

Thank you and I do hope you will show some integrity and responsibilty to this problem and get back to me/us