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Anonymous User
Not applicable

Extremely poor picture quality

I have used Now TV for over 12 months and all was working fine, then about a month ago the picture quality became erratic and so pixelated it’s impossible to watch. I have a Smart TV box and a stick and have tried box resets connecting via Ethernet instead of WiFi, moving the box such that it is now inches away from my Linksys WRT3200acm router. I’ve updating the Now TV software, performed a factory reset, changed the stream rates and even changed my router out as I thought it might be the issue. I have spent hours talking to my ISP provider who assure me that my modem is working fine and both them and I have ran Speedtest and I have 50mbs on WiFi over 2.4GHz and spoken to the folks in Now TV’s support team who just keep telling me my stream rate is less than 2mbs and the issue lies with my ISP! 

I have now cancelled my passes and out of shear desperation out for this post in the hope somebody can assist. Does anybody have any ideas what could be the issue? I can’t believe it worked fine for months and months and now the system is so poor it’s worthless paying for. 

1 Solution
Anonymous User
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32 Replies
Anonymous User
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Tony-D
NOW Team Member
NOW Team Member


@Anonymous User wrote:

I have used Now TV for over 12 months and all was working fine, then about a month ago the picture quality became erratic and so pixelated it’s impossible to watch. I have a Smart TV box and a stick and have tried box resets connecting via Ethernet instead of WiFi, moving the box such that it is now inches away from my Linksys WRT3200acm router. I’ve updating the Now TV software, performed a factory reset, changed the stream rates and even changed my router out as I thought it might be the issue. I have spent hours talking to my ISP provider who assure me that my modem is working fine and both them and I have ran Speedtest and I have 50mbs on WiFi over 2.4GHz and spoken to the folks in Now TV’s support team who just keep telling me my stream rate is less than 2mbs and the issue lies with my ISP! 

I have now cancelled my passes and out of shear desperation out for this post in the hope somebody can assist. Does anybody have any ideas what could be the issue? I can’t believe it worked fine for months and months and now the system is so poor it’s worthless paying for. 


@Anonymous User Hi, can you tell me who your ISP is as sometimes this can affect our platform depending on what the router settings are. Also, are you using a VPN or anything of some sort? Thanks

Anonymous User
Not applicable

Same here it as been happening for a few weeks now. Not using a VPN or anything that could effect the picture. Also tested at the same time on Amazon prime and netflix with no issues. 

Anonymous User
Not applicable

Also, poor customer service and i keep being cut off online chat. Again very poor considering the price we pay. 

OliverP1981
Mentor

Lol, I’m currently renting and where I’m renting the ISP is Now! Even with Now’s ISP the quality on my Apple TV is poor for Now TV and perfect for everything else.


It’s been like this for years and they still haven’t sorted it out so I have no choice but to leave Now TV. 

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Anonymous User
Not applicable

I have a now tv stick on occasions it is great quality but on others its just constantly buffering. its not the internet connection because when i load the now tv app on my laptop its perfect

 

Mac11_1965
Advocate

Seems I've got the same problem.  Looks like I'll need to ditch it. 

 

Anonymous User
Not applicable

Unwatchable pixelated picture quality so very very poor on football and F1 the lot !!! Just blurs of colours on screen. Sound fine picture terrible. TV working fine. Fibre broadband check complete all working fine. Please advise. 

Anonymous User
Not applicable

I watched the WBA v Villa game last night and as usual ( I never complain) the picture quality was poor of the game. The adverts were fine. My internet connection is good, I feel ripped off at the quality . The problem is I only buy it for the occasional game so don’t have time to ###### around changing all the settings, I just want to watch the game !!!! Amazon and Netflix work fine, adverts are fine, must be poor quality at source . I have a Samsung smart TV !!!

Anonymous User
Not applicable

Had a week long sports pass and when watching live games on fri, sat and sun each became unwatchable, pixelating even freezing and buffering. I am trying to contact Nowtv via live chat but that doesn't work. Went on to the fill a complaint form in but that's a total waste of space and my time. Can't fill in name or email on it has nowhere to type. The drop down menu for select  reason not working either. Garbage. Just how am I supposed to make any contact?

RoyB
Legend

Hi @Anonymous User 

 

You don’t say how you tried to watch NowTV - the current boxes and the Stick seem to give the best experience.

 

But yes, you need to talk to NowTV about this, and Live Chat is the mechanism to use.

 

Here’s the unvarying advice I give about this (other advisors are available), and note particularly, as you have tried and failed before on this, my final comments about using an alternative browser.

 

Get in Touch (all the options, and the best place to start):-

 

https://help.nowtv.com/gb/get-in-touch/

 

On a screen with big buttons all around, you may find the link you need is under a tiny green arrow, so be vigilant.

 

 Live Chat and Send Us a Message:-

 

https://help.nowtv.com/contact-us/managing-my-devices

 

On Live Chat, when you can get onto it, keep your answers short, sweet and prompt, or it will time out on you.

If the person you are talking to doesn’t seem able to understand your issue, ask to be escalated to the next level of help.

 

<If you can’t access Live Chat and nothing happens, try a different browser from your usual one (Internet Explorer, Edge, Chrome, Firefox, Safari) on which you haven’t disabled pop ups, third party cookies or indeed any cookies, and haven’t set an Ad Blocker, as any or all of these things may prevent the Live Chat window appearing>

 

 

Please note that I am just a customer like you, and my advice may well be worth no more than exactly what you paid for it.
Anonymous User
Not applicable

Changing browser as you suggested solved the contacting NowTv problem on laptop which I have now done.

As regards devices I was using, both are relatively newish. A white box and in a smart tv I use a stick. I've read other posts on here and it seems I'm not the only person with this problem.

Anonymous User
Not applicable

I am new subscriber and suffering extremely poor picture quality, so much so that we stopped watching. Followed your link but website down 'sorry we are experiencing technical issues'. With all the hype and promises we feel we have been miss sold and ripped off. My advice is don't go there, it's crap. 

Anonymous User
Not applicable

I, like you have cancelled any further subscriptions to Now for Sky Sports. They do not have an answer to my very poor picture quality and keep telling me to buy a stick. Now I am seeing complaints about sticks so why would I go and buy one and experience the same problems, I do not know what the answer is!!!

Anonymous User
Not applicable

 

Just signed up.

Quality is dreadful. Football last night and now is unwatchable. I haven’t been able to upload a pic. but the quality is about the same as the earlier poster.

No problems with other streams.

A terrible waste of money.

Keeps buffering tonight as well.

 

Syd109
Mentor

The picture for both Newcastle v Man Utd & Man City v Liverpool was awful - blurred & even buffering. 

Unless something is done immediately I am leaving. It is not my set up & I have Virgin Business 350 Mbps broadband.

Totally unacceptable NowTV

Alan

 

Anonymous User
Not applicable

Bought a week pass to watch the masters and picture is unwatchable 80% of the time.

i have to keep going back out of the selected channel then back in and it seems fine for a couple of minutes then goes unwatchable again

complete waste of money

picture quality on Netflix amazon ect all perfect with no issues both on my lg tv and via the apple tv box.

note i have sane poor quality via apple tv also so there is no issue with my internet.

 

Not paying for this ever again.

Jonchasn
Mentor

Normally my now TB picture is great last two nights terrible.

Enapace
Expert 2

@Jonchasn 

 

Im honestly not sure what to say all I can think is there a capacity issue on NowTV as I’ve not had this but seen many have xx 

Geluk
Expert 2

Perhaps buy a NOW TV Stick?

 

I used to use the app on my Samsung TV, but resolution miles better if I use the Stick.

Cheap to buy and bundled with offers too.