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Expert 2

terrible picture quality on sky sports - Sun 15 Dec 2019

Activated my sky sports week pass today.  I have the HD boost. The stick is less than 12 inches from the Virgin Superhub.

 

Ping 32 ms Download35.63 Mb/s Upload 9.83 Mb/s

 

This is what I get...

 

IMG_20191215_193542661.jpgIMG_20191215_193537608.jpgIMG_20191215_193539542.jpgIMG_20191215_174157695.jpgIMG_20191215_174147868.jpg

 

For reference  this is what I get in Sky Cinema.

 

IMG_20191215_195325643.jpg

 

Can I have a new sky sports week pass cos I have wasted this one, as all I really wanted to watch this week was Arsenal v Man City

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Expert 2

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

Thanks to Janice for replacing the pass.

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Advocate

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

Only have sports passes for darts and had to turn it off last night as the picture quality was terrible, could not see the players, scores or anything!! 

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Community Manager
Community Manager

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

Hi @ClockEnd

 

We want to look into why you're receiving image quality. 

 

Can you please let us know how contended is your WiFi? Can you let us know how many other networks you can see in your WiFi list?

 

If possible, it would really help us if you can send us a WiFi Channel Analyser image? You should be able to find some WiFi analyser apps on your phone. 

 

We look forward to hearing from you. 

 

Thanks

Karl

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Expert 2

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

@Karl-F I will do that this evening, 

 

I expect there is zero contention on the 5Ghz virgin superhub as no one nearby has it. And stick is well within range (about 30cm).

 

I suspect the issue is either

A) something way downstream that cannot stream correctly

or

B) an issue with the 30 minute buffer when using the HD boost as the issue only became apparent after I used fast forward towards end of first half of Arsenal game. When I powered stick off and restarted it was working. Also there were no issues with the Sky Cinema stream that I tested prior to powering down.

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Expert 2

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

@Karl-F 

 

FE0E0D5C-AE40-4BA1-B713-C93666D5D47F.png
2.4ghz 

 

Screenshot_20191216-183936.png

5Ghz

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Expert 2

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

 

@Karl-F 

 

Screenshot_20191216-191641.png

 

 

VM-guest6062034 / VM3606203 - are the hub

VMP7134368 is the extender on 2nd floor

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Expert 2

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

IMG_20191216_194342302.jpg

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Expert 2

Re: terrible picture quality on sky sports - Sun 15 Dec 2019

@Karl-F 

 

chat with janice

 

Janice (15/12/2019, 20:01:39): Thanks for contacting NOW TV, you are talking to Janice. How can I help?
null (15/12/2019, 20:01:48): Hi Janice
null (15/12/2019, 20:02:11): I have had a terrible picture all afternoon on sky sports
null (15/12/2019, 20:02:27): https://community.nowtv.com/t5/NOW-TV-Stick/terrible-picture-quality-on-sky-sports-Sun-15-Dec-2019/m...
null (15/12/2019, 20:03:14): I activated my Sky Sports week pass at 2pm and it worked until about 5pm but since then it is rubbish.
null (15/12/2019, 20:04:12): It is especially annoying as I mainly activated the pass to watch Arsenal v Manchester City.  I only saw about 30 minutes before the problems occurred.
null (15/12/2019, 20:05:07): sky cinema is fine. and in HD as per HD boost
null (15/12/2019, 20:05:33): the same problem on both my sticks and one is less than one foot from superhub
Janice (15/12/2019, 20:05:59): Good evening.
Janice (15/12/2019, 20:06:05): Appreciate you for quickly letting us know about this, let me check your account and help you in the best possible way.
null (15/12/2019, 20:06:32): ok
null (15/12/2019, 20:07:42): I have restarted the stick and it appears OK now.
null (15/12/2019, 20:08:30): But as I had paused the Arsenal game while I ate dinner, less than ideal
Janice (15/12/2019, 20:09:49): I can see that the reason you have bad quality is because in between you have received very low WiFi connection it was 0.218 mbps.
null (15/12/2019, 20:10:12): how did that happen?
null (15/12/2019, 20:10:50): and how come picture was perfect on Sky Cinema?
null (15/12/2019, 20:11:34): my broadband has this speed
null (15/12/2019, 20:11:37): Ping
Download
Upload
31 ms
46.37 Mb/s
9.44 Mb/s
Janice (15/12/2019, 20:13:22): Agreed , however in between there was a very weak internet connection received
null (15/12/2019, 20:13:55): received?  Whose fault was that?
null (15/12/2019, 20:15:26): virgin states  Broadband No known issues
Janice (15/12/2019, 20:19:34): Its is because of the low internet speed the picture quality was affected , as there was a fluctuation in the speed
null (15/12/2019, 20:21:45): OK, but where?  it wasn't in my house as I watched the Sky Cinema while the issues were occurring with Sky Sports and Sky Cinema was perfect
null (15/12/2019, 20:22:53): I watched sky sports - rubbish picture.  watched sky cinema for 2 minutes - perfect HD then watched sky sports again - still rubbish
null (15/12/2019, 20:23:29): so where was the problem?
Janice (15/12/2019, 20:23:41): I can see in the system you have received weak internet speed in between the matches.
Janice (15/12/2019, 20:23:51): Please let me know how can I help you get this osrted.
Janice (15/12/2019, 20:23:55): sorted*
null (15/12/2019, 20:24:38): Well I would like a new sky sports week pass to replace this one which I only activated to watch Arsenal v Manchester City
Janice (15/12/2019, 20:28:27): I will check what best can be done on this.
null (15/12/2019, 20:29:30): ok
Janice (15/12/2019, 20:33:33): As an exception i will help you with the 1 week sports pass.
Janice (15/12/2019, 20:35:01): I haven't heard from you in a while. Are you still there?
null (15/12/2019, 20:35:31): yes
Janice (15/12/2019, 20:36:00): Here is the voucher code for the Sports Week Pass NOWXXXXXXXXXX
null (15/12/2019, 20:36:34): thank you

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