Xbox one app performance - generally unwatchable

[Anonymous User]

Constant buffering related quality degradation, audio drop out, stuttering, buffer pauses and spinning wheels. Seems to be worse for a month or so.

Not related to hardware or connection - have 100m line, and Netflix, Amazon etc all play faultlessly in hd.

Have already tried the buffer clear, power off, disconnect psu to no effect.

[Anonymous User]

Hi @Anonymous User

Is your Xbox connected via wireless or wired connection? Are you trying to watch movies, entertainment or sport? Live or on demand?

[Anonymous User]

Hi, thanks for the prompt reply. It's a wired connection to a router, which is then wired to virgin hub. No issues from this setup with other services / download speeds in general.

happens with entertainment and movies (which is all I use).

thanks again

[Anonymous User]

@Anonymous User

That does seem a little odd, usually if it is wired the connection is better. Try seeing if deleting, then reinstalling the NOW TV app works. Is it only NOW TV that has this problem?

[Anonymous User]

Tried reinstalling, and restarting before and after. No difference - and yes, it's just NOW TV that has this issue.

Thanks

[Anonymous User]

I've also been seeing this issue on Xbox One app. Seems to have been worse last month or so. 

About 20% of anything I watch is very blurry and pixelated on NowTV. I also have Amazon Prime and Netflix and they both stream flawlessly in HD. 

I haven't tested too much, but it seems NowTV on my laptop is more stable so I wonder if there is an issue with how the NowTV app is implemented on the Xbox?

[Simon-J]

Hi @Anonymous User,

Thanks for posting.

I believe you have emailed us about this, it will be picked up by the team investigating and you should receive a response ASAP.

Thanks

Simon

NOW TV Team

[Anonymous User]

What email address can i use to report the same issues as above?

[Anonymous User]

I have exactly the same issues as above too. Can u provide me with the email. Ive also uninstalled and reinstalked Now tv but the app keeps on stalling

[Anonymous User]

Hi @Anonymous User and @Anonymous User

Thanks for getting in touch with us. I'm sorry to hear you're having issues with NOW TV on the Xbox One.

Are you able to try connecting via an Ethernet cable and let us know if it improves the quality for you?

If you're still having issues, please let us know and we'll look into it further for you both.

Thanks

Rob

NOW TV Team

[Anonymous User]

Hi Rob
Thanks for the reply. Niether wired or wireless improves the quality

[Anonymous User]

Hi @Anonymous User

Thank you for your post.

I have emailed you directly regarding this

Thanks

Sue

NOW TV Team

[Anonymous User]

Been perfect for ages, updated it recently and now almost unwatchable... Every other app is fine, Netflix, YouTube etc just NowTV has checked out...

[Anonymous User]

I have the same problem, Netflix works fine and my brother doesnt have any problems on his xbox 360 but it's unwatchable on my xbox one as the picture is so blurry and pixelated that you cant make out what's happening. Do you have any advise on how to fix it?

Thank you

[Anonymous User]

Hi @Anonymous User

Thanks for popping by. I'm sorry to hear you're having issues.

Could you try deleting and re-installing the app for us?

Are you connected via wireless or an Ethernet cable?

Please let us know and we'll look into this further for you.

Thanks,

Rob

NOW TV Team

[Anonymous User]

Hello there,

Sorry to jump on this thread but wanted to report that I'm getting exactly the same problem.

Everything has been fine watching on Xbox One until fairly recently when every programme is so blocky it's unwatchable. If the programme is stopped and then restarted immediately the picture that was originally blocky is completely clear and back to how it should be but within a couple of minutes it's back to being completely blocky. Doesn't matter what type of programme I try and watch it always stays blocky and unwatchable.

I'm on a 8-16mbps connection and wired to the router and evey other streaming app on the Xbox is fine and clear in HD.

Now means that the NowTV service isn't usable for me which is a pain - to put it mildly.

Any update on how to sort this out or what's being done to sort this out would be appreciated.

Thanks,

Paul.

[Anonymous User]

Hi,

Sorry to jump in on an old thread but I'm new and didn't know where else to post...

I'm experiencing exactly the same issue. The app on my Xbox one is generally unwatchable due to extreme pixellation. It's a wireless connection because my Xbox is in a different room to my router, but none of the other apps I use (Netflix, Amazon Prime, BBC iPlayer) have a problem with picture quality. The picture on my Xbox 360 and my Now TV hub are also fine. Uninstalled and reinstalled several times to no avail. At one point closing app and reopening it was a temporary fix but even that's not helping now.

If anyone has any suggestions or advice I would be eternally grateful 🙂

[Anonymous User]

Hi Folks,

We're aware of some customers using the Now TV app on PS4s and Xbox Ones having problems that are Virgin Media customer can you tell me if you are also virgin media cusotmers? There seems to be settings of some sort changed which is causing this problem. Any information you can provide will help also please make sur ethat the app and software of the console is up to date.

Thanks

Eddie

[Anonymous User]

Hi, apologies for jumping into a pre-existing thread, but I'm experiencing a similar problem; I'm a Virgin Media customer, using a wireless network. All other streaming services (Microsoft store, Amazon and Netflix) work fine but after 10 minutes I get an "internet connection problem" error message. This has persisted for about 10 days now, and I cannot find a solution on either the FAQ or forum. I have reset my router and XBox, and also deleted and reinstalled the app. Any help would be greatly appreciated.

[Anonymous User]

Hi Eddie,
No, I'm actually with you guys for my internet as well, so nothing to do with Virgin Media. I uninstalled and reinstalled the app last night so I'm assuming that will definitely be the latest version, and my Xbox is also up to date. I tried changing the channel of my router since I last posted, which seemed to work for one 50 minute TV episode, but the next episode I played went back to being pixelated. It's not as bad as it previously was, but still not as good as it ought to be.