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Regular 2
Posts: 63
Registered: ‎15-03-2014

Re: On Sports channels picture freezes sound continues

I accept that things can go wrong now and again, but this issue has been persistent.

 

I know a lot of customers have experienced this, and made attempts to contact Now TV to make them aware of the issue.

 

What baffles me is there utter arrogance and contempt. Customers need to be reassured this is being looked into, and fixed without delay.

 

There has clearly been a complete breakdown in communication between customer service and customer over this issue.

 

I sent another e-mail on Thursday, but still awaiting some response. This is on top of all of the previous communication I've had with Now TV. 

 

Many customers experiencing the issue using different hardware (rules out a hardware issue on the customer side), and different broadband providers/routers/speeds etc (so rules out internet speed or connection issues).

Contributor 1
Posts: 10
Registered: ‎22-06-2013

Re: On Sports channels picture freezes sound continues

Unfortunately it is the process one needs to go through in order to have the issue escalated. No more fruitless emails back and forth for me.

Highlighted
Regular 2
Posts: 105
Registered: ‎31-01-2014

Re: On Sports channels picture freezes sound continues

I had freeze-o-rama on Sky Sports F1 yesterday in the race build up so switched to Sky Sports 1 and it was perfect, go figure!

 

I fear for what we'll be forced to endure once the new channels launch tomorrow when for most events we'll be stuck with one channel and have to keep our fingures crossed that the Arena channel will be simulcasting the event which might be better than the dedicated channel'

 

I am still confused as to why this issue has now been going on for months and has only been acknowledged once by any Now TV staff!

It must be losing Sky customers. We read in the press how illegal sports streaming is becoming endemic but Sky/Now TV can't provide an online streaming service for their sports product that actually works correctly for more than one or two days a month!!!

Regular 1
Posts: 44
Registered: ‎24-08-2016

Re: On Sports channels picture freezes sound continues

With the footy season coming up, I was hoping they'd have sorted this nonsense out by now. Smiley Mad

Regular 2
Posts: 105
Registered: ‎31-01-2014

Re: On Sports channels picture freezes sound continues

I put the womens world cup on this afternoon on the new cricket channel and straight away got the picture freezing with the sound continuing, I switched to the main event channel and its been fine.

Here's hoping every sport I want to watch is simulcast on main event or Sky can get all channels working equally well.

If this isn't resolved by the time my offer expires I think I'll give up on doing the right thing and switch to the alternative I have availble that I now only use for events not on British TV.

Contributor 5
Posts: 16
Registered: ‎24-06-2017

Re: On Sports channels picture freezes sound continues

The latest of my complaint is;

I apologies for the hassle caused and for late response.

 

I've gone through your account and see that you have purchased Sky Sports Month Pass on 20/06/2017.

 

You have access the pass and have watched the content hence I won't be able to arrange full refund the payment for you.

 

We have already given you free Sky Sports Day Pass which you can use to watch your next favorite game.

 

As an exception, we also offered refund of £10.99 which you do not wish to agree.

This is the best that we could do to resolve your issue.

 

is it me...............

First Poster
Posts: 1
Registered: ‎18-07-2017

Re: On Sports channels picture freezes sound continues

I have BTTV (not allowed to put a dish up and virgin not available at my property) and was quite happy subscribing to Skysports 1&2 in HD. Since Sky have made these ridiculous changes we lost 1&2 and just got main event. As a football fan of a Championship club (shock horror, there are football fans in this country who don't support a Premier League club) I doubt whether I would get much coverage of my team through just the main event channel. I decided to buy a monthly pass through NowTV and for the same price get all 10 channels.

Having just bought the channels I thought I'd try them out. The quality was appalling. I've watched better streams hosted by someone in Australia using dial up Internet. The channels would also buffer for about 30 seconds after every 3/5 seconds. I did a speed test and my speed was 74mb download and 20mb upload, so certainly speeds that should be able to deal with 720p streams.

After contacting support the only thing they could do was offer me a refund. Not tell me at all why the problem was happening or what they were doing to fix it. I'm now left with no Skysports at all now because of the incompetences of the big companies who care more about point scoring with each other than the customer.
Regular 5
Posts: 330
Registered: ‎21-11-2016

Re: On Sports channels picture freezes sound continues


Wdcwat wrote:
I have BTTV (not allowed to put a dish up and virgin not available at my property) and was quite happy subscribing to Skysports 1&2 in HD. Since Sky have made these ridiculous changes we lost 1&2 and just got main event. As a football fan of a Championship club (shock horror, there are football fans in this country who don't support a Premier League club) I doubt whether I would get much coverage of my team through just the main event channel. I decided to buy a monthly pass through NowTV and for the same price get all 10 channels.

Having just bought the channels I thought I'd try them out. The quality was appalling. I've watched better streams hosted by someone in Australia using dial up Internet. The channels would also buffer for about 30 seconds after every 3/5 seconds. I did a speed test and my speed was 74mb download and 20mb upload, so certainly speeds that should be able to deal with 720p streams.

After contacting support the only thing they could do was offer me a refund. Not tell me at all why the problem was happening or what they were doing to fix it. I'm now left with no Skysports at all now because of the incompetences of the big companies who care more about point scoring with each other than the customer.

i) What device are you using?  Laptops give a pretty poor experience even if you have a fast connection.  Try a now tv box, a roku stick or a chromecast, should improve matters.

ii) The issue in this thread is not about buffering, it is about a glitch where the picture freezes for about a second.  Start your own complaint :-)

Contributor 1
Posts: 5
Registered: ‎21-02-2016

Re: On Sports channels picture freezes sound continues

Yesterday's T20 Blast cricket seemed to be fine on the "Main Event" channel but the freezing was noticeable for me when watching it on the "Cricket" channel.

Regular 3
Posts: 99
Registered: ‎08-10-2013

Re: On Sports channels picture freezes sound continues

it freezes on sky sport mixs when i had the crcket on few days go and i had the 20/20 last night and it was ok on sky crcket channel on so it may be few channls that are the problem .