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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
Popeye13
Scholar

Noticed that myself too earlier when trying to watch the Bellew fight.

My connection is one of the fastest fibre connections available. Yet im having issues with streaming on NowTV but i have no problems streaming BBC iPlayer live channels, which are also 720p and Netflix which is 1080p.

But NowTV drops in rates and sometimes cuts off entirely. And i can tell you why: Its nothing to do with poor connection, it has everything to do with the poor server capacity Sky has and something they still haven't increased! 

 

Oh and i hardwire my box to my router, makes no difference! 

Simon-J
Community Manager
Community Manager

Hi @Popeye13,

 

Thanks for posting.

 

There's some troubleshooting I'd like you to try, as this is a suggestion for your individual issue I'll be sending this to you via email.

 

Thanks

 

Simon

NOW TV Team

 

 

Popeye13
Scholar


@Simon-J wrote:

Hi @Popeye13,

 

Thanks for posting.

 

There's some troubleshooting I'd like you to try, as this is a suggestion for your individual issue I'll be sending this to you via email.

 

Thanks

 

Simon

NOW TV Team

 

 


Okay, send away and many thanks

Anonymous User
Not applicable

I also have a very similar problem with the poor picture and would like some advice from Simon at Now Tv. As this is my first month trialling it I would like to resolve this before I commit to using it regularly.

Anonymous User
Not applicable

Picture quality poor using now TV firestick 

Popeye13
Scholar

Hi.

I did as the email suggested. The options available was already set on 'automatic'. I did reselect that and option and closed the window.


@Simon-J wrote:

Hi @Popeye13,

 

Thanks for posting.

 

There's some troubleshooting I'd like you to try, as this is a suggestion for your individual issue I'll be sending this to you via email.

 

Thanks

 

Simon

NOW TV Team

 

 


 

Anonymous User
Not applicable

Hi,

having the same problems, doesn't matter how long I let buffer the picture quality switches between HD and fuzzy. 

 

UncleZen
Scholar

Yet another  annoyed customer to add to this thread.

I only watch the F1 using a sky sports day pass via the small black roku nowTV box, but Sundays French GP was almost unwatchable, mostly blocky then hd, then blocky. Exaclty the same as others have described.

Its obvious to me that NowTV have a service issues or a technical issue with their platform, that they need to cough up to.

My internet speed is just fine by the way so they cant use that as an excuse.

UncleZen
Scholar

I had a web chat with support. I thought it would be a pointless excersise and it was.

They, as expected, told me that my internet connection was slow. If thats the case how come other HD streaming apps such as iplayer and itvhub work perfectly?. The support guy even tried to tell me he knew exaclty what my internet speed was. What he was quoting me was the speed that the stream was coming to me as measured by their system. Thats just a measurement of throughput, not my internet speed (I dont think he knew the difference).

I measure my internet speed regularly and thinkbroadband capture the results for me, today its 12mbs down (adsl) so not too shabby.

The next time I use now tv I will do the following:

1. change the password on my wifi, so no connected devices can use it

2. measure download speed (using a hard wired computer)

3. reconfigure nowtv box for new password

4. watch the Grand Prix

5. measure download speed after

6. revert the password

present the evidence if its still blocky and blurry.

It'll probably be a pointless excercise. But its worth a try.

Anonymous User
Not applicable

What a load of ole cobblers I can’t even watch a movie is this company for real? 
They can’t say my internet is slow I’m with BT super super fibre (as I’m a gamer) my internet speed ranges between 70 to 80 Nasa has speeds like that lol but could NASA actually sort out the s*@t quality of  Now tv you know what I don’t think so I think NOW TV streaming is one of those mysteries of life!!!

SORT IT OUT NOW TV 

Anonymous User
Not applicable

Hiya.

 

I'm having the same problem. Most of the time watching football. It's all blurred... a waste of time. Can you suggest any fixes please? 

Anonymous User
Not applicable

I watch via my PC and I've been having this problem since getting mobile broadband (10mb/s). When WIRED to my PC I get the issue every 10 seconds or so. But when I use chromecast via my monitor, and cast from my mobile using WIRELESS, it works perfectly. It is NOT a bandwidth issue.

Anonymous User
Not applicable

Don’t think it is a speed issue either as it works perfectly via my Apple TV which is connected to the same Samsung tv, it’s just the Samsung app that is always dropping picture quality. It is fine on the Roku stick too ?

Anonymous User
Not applicable

HI,

 

I am new to this help forum and too be honest find it so confusing! My now TV has been working perfectly well and as of two days ago the picture quality is horrendously pixelated and terrible quality. I have re booted my internet loads and turned it off and on again. My TV service thing says it is good signal ! I dont know what to do 😞

Anonymous User
Not applicable

Hi @Anonymous User

 

Welcome to the Help Forum.

 

Sorry to hear that your experiencing a poor picture quality.

 

The most likely cause of poor quality would be linked to the speeds of your Internet service that your playout device is receiving.

 

What playout device are you using ? Who is your Internet provider ? What speed do you get when you run a speedtest via www.speedtest.net 

 

Thanks

Andy

Popeye13
Scholar


@Anonymous User wrote:

Hi @Anonymous User

 

Welcome to the Help Forum.

 

Sorry to hear that your experiencing a poor picture quality.

 

The most likely cause of poor quality would be linked to the speeds of your Internet service that your playout device is receiving.

 

What playout device are you using ? Who is your Internet provider ? What speed do you get when you run a speedtest via www.speedtest.net 

 

Thanks

Andy


It is nothing but a Sky issue!

Why is that so hard for NowTV/Sky to accept here?

 

People have no problems using other streaming services such as BBC iPlayer, the BT Sport app or netflix, all services that offer HD streaming that demand a good constant speed!

NowTV offers SD quality live streams (apart from sports which as 720p HD) and yet still goes all over the place in terms of quality!

I recently got a Netflix sub, watching 1080p content and guess what - Not a single moment of buffering, pixelation, poor quality or anything else to drop the quality of my enjoyment of what i was watching! yet, NowTV can't seem to deliver a simple basic stream without issues and you immediately question the users BB providers' speed instead of yourselves despite the constant complaints on this thread alone!

 

It is Sky, not the BB!!!

Anonymous User
Not applicable

Simon,

 

I have the same issue on LG TV connected via Wireless. Would you mind sending me the same trouble shooting steps?

 

Thanks in advance,
Wimo

Sallyann29
Advocate

Hi

I've been watching Now TV via Roku absolutely fine for the last couple of years and now suddenly I'm experiencing this 'poor picture quality' that seems to drop off when it feels like it. I don't have a wired 'option' but am on super fast fibre - all others channels are 100% fine except Now TV...please advise or send me the troubleshooting options.

Many thanks 

Anonymous User
Not applicable

I'm going to add myself to the growing number of users experiencing this problem. Within the past month or so the NOW TV app on my Roku has become 'buffering and drop out' central, yet all other streaming services on the same device (Netflix, iPlayer, UKTV Play etc) all work perfectly and my broadband service is excellent. Would any at Now TV care to explain what is going on as the problem is clearly not this end.

Anonymous User
Not applicable

Have just been watching Dexter quite happily and suddenly the picture quality is awful! Please can you help? 

Thanks

Anonymous User
Not applicable

My box started doing this a week ago, the issue is not caused by your wifi, it is caused by an issue with the box, I suspect a fault with the wifi chip. I know this as I have 3 now tv boxes (the newest ones you can pause and rewind) they all use the same network and 2 of the boxes work fine. I swapped the problem box for one of the others and the picture is perfect again.

Interestingly the problem box shows far more glitches in the hidden wifi menu than the other 2 that work fine.