Well I am going backwards it seems:
"As you've tried the steps, it seems that the stick is faulty. ...
If the stick is purchase from NOW TV within 12 months, we will get the stick replaced."
It's out of warranty and this is almost certainly the wrong diagnosis anyway, so another (but different) dead end.
just done a quick test on all 10 episodes of Raised by Wolves" which was one of the TV shows that seemed stuck on 4831 and every episode is playing fine for me now with a streaming figure of 7834 when using a HD Boost Pass.
i can't check the 5.1 surround sound side of things at the moment, because i haven't got access to my AV 5.1 Receiver to test out.
Much better - thank you for letting us know it has been resolved. Viewing experience is so much better!
May I suggest some internal thinking in Nowtv about why users encountered so much friction getting this issue logged properly by tech support? We were sent down all sorts of dead ends, going beyond just rebooting and getting as far as replacing the stick — the customer service team was clearly not briefed on this systemwide problem when it became known.
Thanks so much, yes we are also now getting full HD and 5.1 sound... yippeeee!
Agree with some other comments that this has been a slow and painful process when I did indeed question my own sanity a few times.
I was asked to check the quality of the picture on my mobile phone? How would I be able to determine this on a 5 inch screen I asked?
Was then told that the quality of my internet was not good enough, despite being able to run seamless 4K from prime and Netflix.
Anyhow, it's all sorted now, so let's hope we are enjoying full sound and vision for some time to come 🐵