Quality loss

[D1zzy6]

So for quite a while now (6+months) we've had poor picture quality with streaming dropping out and sometimes pausing.

All devices at home are hard wired into a gigabyte ports on the local area network. The 1GB internet connection is provided by Virgin Media. Devices tested on; 2 different Samsung TVs and an Xbox X. 

We have no other issues with any other streaming services; Netflix, Amazon Prime etc.

I'm convinced there are no local network or ISP issues. I'm actually a very experienced network engineer. 

Please advise how I can resolve this. I'm at the point of cancelling. 

[gavs82008]

@D1zzy6 
Your best bet is to contact NOW staff directly. 

This being a customer forum it would be judgement based from personal experience.

Personally I found factory resetting the TV tends to work the best. As well as unplugging the router for a few minutes.

The factory reset is the most extreme option, although sometimes unplugging the TV can resolve the issue. 

Anyway options for speaking to staff are

1. Live chat, just make sure to click “chat online”

https://help.nowtv.com/article/how-to-submit-a-complaint
2. Email customer support, address in the below picture.