cancel
Showing results for 
Search instead for 
Did you mean: 
Anonymous User
Not applicable

Constantly dropping picture quality

Hi everyone,

My problem is the picture quality keeps dropping to insanely pixelated then goes back up to HD for a bit and drops again, making the watching of anything absolutely unenjoybable. I have a 1080p HD TV and decent wifi connection. Any ideas if there is a setting similar to YouTube where the picture quality changes when the Internet slows down and whether it can be turned off?

Thanks in advance for any help
1 Solution
Anonymous User
Not applicable

Hi @Anonymous User

 

Thanks for your post and welcome to the forum.  Like most providers, NOW TV uses adaptive bitrates, this can't be overidden and aims to give you the best quality picture your connection can support.  If you're experiencing fluctuations in quality, a wired connection to your box is always preferable to wireless. 

View solution in original post

156 Replies
Anonymous User
Not applicable

Hitachi 48" tv, the white NowTV box
SeeMoreDigital
Legend 5
Legend 5


@Anonymous User wrote:
Hitachi 48" tv, the white NowTV box

Given that you are using the 'white' NOW TV box means that you are connecting to the internet via WiFi.

 

Personally, I'm not a fan of WiFi, so I'm unable to offer any help!

Anonymous User
Not applicable

Hi @Anonymous User

 

I'm as confused as @SeeMoreDigital with relation to subtitles as this is not a service we have at the moment on NOW TV.

 

With regards to your picture quality, most likely reason would be the speed of your Internet connection.

 

How far away is your NOW TV Box from your router ?

 

Any other cordless/wireless devices near the router or NOW TV Box that could create interface ?

 

Thanks

Andy

Anonymous User
Not applicable

Two weekends in a row now picture starts fine then pixelated back to normal and then unwatchable. WiFi connection is excellent and all connected devices are fine. What's going on. I have the white box.

Anonymous User
Not applicable

Hi @Anonymous User

 

The most common reason that your picture would deteriorate is due to the Internet speed.

 

Can you try a reset of your router and your NOW TV Box to see if this makes any difference ?

 

Also if you are with BT for your Internet service could you disable Smart SetUp from within your router settings as this has an impact on some devices.

 

Thanks

Andy

Anonymous User
Not applicable

Yes done all of this. Picture was OK until about a month ago.

Anonymous User
Not applicable

Is there any improvement @Anonymous User ?

smith_t
Scholar

I have the same problem, only been happening for the past month. poor picture quality going pixelated and constant buffering. Like I say only recently no problems before and now its unwatchable 😞

Anonymous User
Not applicable

Hi @smith_t

 

Have you tried the steps in my post above ?

 

Thanks

Andy

Brian66
Scholar

I've just posted on this, but feel compelled to post some more. I'm watching the Sky sports French GP coverage on an LG OLED 65B8PLA that's 6 months old. I'm watching via NOW TV on an apple TV box. Picture quality is stonking.

I've just installed the NOW TV app on my LG....picture is terrible quality, and every now and again it gets worse and very pixellated. So I made a wired connection between tv and router (apple TV is just wireless), absolutely no change. Apple tv feed remains pin sharp all the time, LG TV app never gets close to the apple tv quality, and pixellates often. It's not the network, it's not the TV. It's got to be the LG TV NOW TV app. Feel free to grill me further if you like :))

OliverP1981
Mentor

I was using a Roku and hopefully tried my Apple TV but it didn’t help. Checked every other streaming service I had and they all work in high quality. This is definitely Now TV’s issue.

Now TV, stop telling us it’s our connection, it’s not, your service is poor and needs sorting out. I suspect it’s when a lot of people are using your service so you need to test this in a real world scenario.
Anonymous User
Not applicable

Hi I'm having the same problem with picture quality drops in and out then pixelates . Did not have this problem when plus net was my provider problem started when moved house and provider was BT does any one else have this problem as i am really hacked off ...
Simon-J
Community Manager
Community Manager

Hi @Anonymous User,

 

Thanks for posting.

 

Have a look over this thread for some useful tips form Andy. 

 

It might be worth monitoring your Internet speed using speedtest.net when you see the quality drop as the picture will adapt depending on your Internet speed.

 

You can also try these steps to help stabilize the connection to the router that could also be causing an issue. 

 

Anonymous User
Not applicable

Currently using Now TV app that came pre-installed on brand new 4K Samsung smart TV. Previous to that we used the black roku box for a year or so.

Running fibre broadband with good speed (never dropped below 20mb).

Other apps installed include Amazon, iplayer, itv hub etc etc and we have never had any issues with viewing anything on these apps. 

Trying to watch a film right now and we are about 40 min in after watching it for over an hour, due to the picture quality dropping out and the film stopping to buffer all the time. 

Have run numerous speed tests during the film to check and it remains over 20mb. 

This has been happening for about a year now  and we also have the rocku hubs in other rooms in the house and it is just as bad on those. We have started watching films or programs on several occasions and had to stop because they are unwatchable.

This is terrible service and I will be looking to claim back some of the payments I have made. Please stop telling people that it’s down to their internet speed when it’s clearly a case of poor service from a product that is not fit for purpose!

Anonymous User
Not applicable

It's also funny that "my connection" always starts failing whenever there's smoething with a higher viewer rate on. For instance, right now. Had relatively rare quality issues until the qualifying on the French Grand Prix started, then it just starts dropping connections and is almost constantly reduced to a lower bit rate. This on two different connections!

Please, Sky. This lousy Now TV player was legacy when you started using it years ago. You charge us up to €50 per month to watch a little sport and then you just ignore all complaints when people wants something for that money.

I can't wait for the current Sky exlusive on F1 ends and we can use other services. The same goes for teh premier league.

Anonymous User
Not applicable

Is this worth paying €50 for?

20180623_152045.jpg

Anonymous User
Not applicable

exactly the same for me. all good for years then it becomes very slow to open app and picture quality drops in and out. i just spent half hour online help with now tv chat and they say my internet is 3mbps. i was testing at same time and had 45mbps. all other apps no problems. 

losing patience quickly after singing its praises for years

Anonymous User
Not applicable

I’m going to call them this week and wait until they tell me it’s my poor internet speed that’s the problem before I tell them that my ‘high speed’ fibre broadband is actually supplied by none other than... NOW TV, who promised us download speeds in excess of 20 mb!

So if they tell me my internet speed is too slow they will have to either admit that I’m paying for fibre speeds that I’m not getting and they will have to compensate me, or they will have to admit that I’m paying for a streaming service that’s not fit for purpose, so will have to compensate me.

I’ll let you know what sorry excuse they come up with 😂
Anonymous User
Not applicable

Any chance this solution can be shared? My internet speeds are approx 28mbps on fibre and our picture quality switches from HD to fuzzy (almost unwatchable) with monotonous regulatory every 5 minutes or so. I've had now tv for 2 years or so and its getting worse. Any bright ideas?
SeeMoreDigital
Legend 5
Legend 5


@Anonymous User wrote:
Any chance this solution can be shared? My internet speeds are approx 28mbps on fibre and our picture quality switches from HD to fuzzy (almost unwatchable) with monotonous regulatory every 5 minutes or so. I've had now tv for 2 years or so and its getting worse. Any bright ideas?

Hi @Anonymous User,

 

You're probably not going to want to hear this but... A wired ethernet network connection (even one that uses Powerline adaptors) offers a much more stable and reliable video streaming experience.

 

 

Cheers

Anonymous User
Not applicable

Thanks. That isn't possible unfortunately. The router is in another room due to the location of the phone points. I've seen other people suggest this too, but others say it's made no difference. It's really frustrating! Thanks for replying - much appreciated.