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Anonymous User
Not applicable
28-10-2012 2:29
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Why is the sound quality so poor on the iPad version when compared to the PC/MAC?
Sound quality is poor compared to the PC/MAC playback ect. Are you ging to improve the iPad app anytime soon?
124 REPLIES 124
Anonymous User
Not applicable
15-08-2015 2:09
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Ok. I have read this entire thread and for almost 2 years this has been a problem. I have been dealing with Now TV directly via email about this same issue and getting nowhere.
As it seems that this is an iPad problem, the sound/video quality on my TV and PC are fine. So as an interim "solution" while the NOWTV techno bods look into getting this sorted, why don't NOWTV offer its customers that are effected a partial refund/buy 2 months get a month free on Entertainment and Movie packages.
This could be achieved through delivering us a code to place in the subscription area, and might I suggest would speed up the powers that be in sorting this issue as they would be loosing out, (financially) until the problem was fixed.
So therefor everyone wins!
SkyAtlantic/Sky1 etc have great quality programmes so need a great quality stream so they can be apritiated.
We all should "BELIEVE IN BETTER"........now where have I heard that........#practicewhatyoupreach
Anonymous User
Not applicable
01-09-2015 21:19
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Might as well throw my hat in the ring. Try to watch movies on night shifts in my breaks and can't get more than a couple of minutes in without the dreadful sound making me give up and revert to Netflix. I use expensive headphones but they just highlight the problem more. Would cancel but for Disney stuff at home for kid.
Anonymous User
Not applicable
05-10-2015 22:44
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Just pitching in to this. Tried to watch Rick and Morty on my iPad with good quality headphones. I gave up after 3 mins because the sound quality was appalling.
Seriously? This; only 720p; NowTV app missing from popular TVs and devices. I question why I pay for this service every single month. I was paying full whack for Movies and Entertainment, but have since cancelled Movies and agreed to a few months Entertainment at half price. I think this sound issue will be the final straw though.
Anonymous User
Not applicable
07-10-2015 17:13
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Hi @Anonymous User
Thanks for getting in touch, sorry to hear this. Nice pun btw. Can you let us know which episode/series you're trying to watch and also where in the episode do you have issues?
Cheers
Ranj
NOW TV Team
Anonymous User
Not applicable
10-10-2015 1:03
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@ Now tv team
you really need to take this serious and stop asking questions as if it's a single issue for years everyone has complained regarding the very low poor echo sound when anything is watched on now to via an apple device yet you have done nothing except hike your prices up what u need todo is
1 low price
2 take responsibility and fix the sound issue that's been going on for years
3 give all the customers who complained some kind of discount as we put up with it
very disappointing service think I mat go to virgin as they do to anywhere and there's no issues at all.
awaiting reply and please nothing silly
Anonymous User
Not applicable
18-10-2015 22:30 - edited 18-10-2015 22:31
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Agreed.
This is such a big shame on the poor audio quality.
It affects both iOS and Andoid.
Oh well I do hope I'm not having to check next year and find there is still poor audio quality. Skygo has the same problem.
😞 😞 😞
Netflix, Amazon Prime Video, BBC iPlayer, itv Player don't have poor audio issues.
Regards
Mark
Anonymous User
Not applicable
17-11-2015 11:49
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Given up. Don't think you are interested in fixing this issue. Movie pass cancelled today.
Karl-F
Community Manager
17-11-2015 15:34
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Hi @Anonymous User,
Thanks for getting in touch.
I'm sorry for any inconvenience this has caused and we're sad to see you go.
We are looking at ways to improve the service for our customers and are trying our best to resolve any exisiting issues.
Sorry again.
Karl
NOW TV Team
Anonymous User
Not applicable
26-11-2015 17:25
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This is a copy of a complaint I raised to the MD of Sky: still no response from NOW TV Help or Sky....
Dear Jeremy,
I’d like to express to you my dissatisfaction with the handling of my ongoing complaint regarding the sound quality of NOW TV content when viewing with an iOS (Apple iPhone or iPad) device.
To reflect how badly my complaint has been handled so far, here's a brief timeline of events:
26/10 – I complained about the sound quality of video content on my iPad through NOW TV Help web chat. The agent recommended deleting and re-installing the app (which I did and commented to him that it made no difference). He said he’d logged the issue and that someone will be in touch.
27/10 – Email received from NOW TV Help to apologise that I was having difficulties with my device limit and that he’s reset my registered devices – so completely unrelated to my complaint.
I responded on the same day to explain there is some confusion and that my complaint relates to the sound quality of the iPad.
31/10 – I didn’t get a response so I chased you by email again.
08/11 – STILL no response from NOW TV Help, so I chased up what was going on via web chat. The agent explained there was some confusion and that someone will be in touch about my iPad sound issue.
09/11 – Email received from NOW TV Help, with some suggestions to resolve the issue. By this time I had visited your forum and found that other customers have complained about the same problem (low quality, tinny compressed sound when viewing from iPad), and that it has been acknowledged by a NOW TV representative in response, so I was conscious that the issue is likely on your side, not the client side.
Anyway, I tried all of the agent’s recommendations – even though they were irrelevant, but as expected it didn’t fix the poor quality sound. I responded on the same day explaining that I’ve tried all the suggestions and they haven’t worked.
15/11 – Received a holding message from NOW TV Help to say you’re looking into the issue and will be in touch soon.
23/11 – Received an email titled “We haven’t heard from you” – saying we hope we got your email “the other day” and you haven’t from me. Since the message on the 15/11, I received no such email.
I responded saying that I haven’t received anything and I’m waiting to hear from you.
24/11 – Email received from NOW TV Help saying you’re still looking into the problem and that I’ll have an update by the end of the day. It also said my broadband speed is showing as 1.3mbps.
- I immediately responded to say I’m with Sky Broadband and that my speed is a consistent 17mbps and that I’ll send screenshots from tests to prove this when home.
- NOW TV Help responded with a link to improving broadband speed and that it’s “not overall broadband speed but speed to a specific port”.
- I have just responded to say the control of speed going to specific internet ports is controlled by my ISP, Sky Broadband, and that I highly doubted they would restrict speeds to NOW TV, given that NOW TV is owned by Sky.
- Your agent didn’t give me an update today as promised.
As a result of the confusion and technical incompetency amongst the NOW TV customer service team, my complaint has been ongoing for nearly a month, which is shocking.
I have reiterated several times that my broadband and iOS devices are clearly not the problem:
- The issue is not repeated when viewing NOW TV on my PC or when using Apple TV
- The issue is present when using the NOW TV app on both my iPad and iPhone
- Other customers have complained about it in your forums, and one thread shows a NOW TV representative acknowledging the issue (see
- NetFlix, BBC iPlayer, Amazon Prime, All 4 and other services don’t have this issue on iOS devices.7
- I have tried all of the recommendations provided by your NOW TV Help, none of which have worked.
I’d like for you to acknowledge the fact that the issue with poor quality in iOS devices is due to configuration on your side, and I’d like to know what you are going to do to fix it.
As a customer I have been treated very badly throughout this ordeal, and I strongly suggest you review your complaint handling procedure so that other customers don’t have to suffer.
I look forward to hearing from you.
Yours sincerely,
A very disgruntled NOW TV customer
Dear Jeremy,
I’d like to express to you my dissatisfaction with the handling of my ongoing complaint regarding the sound quality of NOW TV content when viewing with an iOS (Apple iPhone or iPad) device.
To reflect how badly my complaint has been handled so far, here's a brief timeline of events:
26/10 – I complained about the sound quality of video content on my iPad through NOW TV Help web chat. The agent recommended deleting and re-installing the app (which I did and commented to him that it made no difference). He said he’d logged the issue and that someone will be in touch.
27/10 – Email received from NOW TV Help to apologise that I was having difficulties with my device limit and that he’s reset my registered devices – so completely unrelated to my complaint.
I responded on the same day to explain there is some confusion and that my complaint relates to the sound quality of the iPad.
31/10 – I didn’t get a response so I chased you by email again.
08/11 – STILL no response from NOW TV Help, so I chased up what was going on via web chat. The agent explained there was some confusion and that someone will be in touch about my iPad sound issue.
09/11 – Email received from NOW TV Help, with some suggestions to resolve the issue. By this time I had visited your forum and found that other customers have complained about the same problem (low quality, tinny compressed sound when viewing from iPad), and that it has been acknowledged by a NOW TV representative in response, so I was conscious that the issue is likely on your side, not the client side.
Anyway, I tried all of the agent’s recommendations – even though they were irrelevant, but as expected it didn’t fix the poor quality sound. I responded on the same day explaining that I’ve tried all the suggestions and they haven’t worked.
15/11 – Received a holding message from NOW TV Help to say you’re looking into the issue and will be in touch soon.
23/11 – Received an email titled “We haven’t heard from you” – saying we hope we got your email “the other day” and you haven’t from me. Since the message on the 15/11, I received no such email.
I responded saying that I haven’t received anything and I’m waiting to hear from you.
24/11 – Email received from NOW TV Help saying you’re still looking into the problem and that I’ll have an update by the end of the day. It also said my broadband speed is showing as 1.3mbps.
- I immediately responded to say I’m with Sky Broadband and that my speed is a consistent 17mbps and that I’ll send screenshots from tests to prove this when home.
- NOW TV Help responded with a link to improving broadband speed and that it’s “not overall broadband speed but speed to a specific port”.
- I have just responded to say the control of speed going to specific internet ports is controlled by my ISP, Sky Broadband, and that I highly doubted they would restrict speeds to NOW TV, given that NOW TV is owned by Sky.
- Your agent didn’t give me an update today as promised.
As a result of the confusion and technical incompetency amongst the NOW TV customer service team, my complaint has been ongoing for nearly a month, which is shocking.
I have reiterated several times that my broadband and iOS devices are clearly not the problem:
- The issue is not repeated when viewing NOW TV on my PC or when using Apple TV
- The issue is present when using the NOW TV app on both my iPad and iPhone
- Other customers have complained about it in your forums, and one thread shows a NOW TV representative acknowledging the issue (see
- NetFlix, BBC iPlayer, Amazon Prime, All 4 and other services don’t have this issue on iOS devices.7
- I have tried all of the recommendations provided by your NOW TV Help, none of which have worked.
I’d like for you to acknowledge the fact that the issue with poor quality in iOS devices is due to configuration on your side, and I’d like to know what you are going to do to fix it.
As a customer I have been treated very badly throughout this ordeal, and I strongly suggest you review your complaint handling procedure so that other customers don’t have to suffer.
I look forward to hearing from you.
Yours sincerely,
A very disgruntled NOW TV customer
Anonymous User
Not applicable
14-02-2016 21:28
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Just signed up for a 14 day trial of Now TV having been a Netflix user for many years. I mainly use my iPad for this sort of thing so I can watch films/TV in bed whilst the Mrs is watching the TV.
The video and audio quality is absolutely terrible. Having skimmed this thread it looks as though, inexplicably, these people have no plans to improve it either!
Cancelled my trial after 20 minutes. I'll stick with Netflix. I'd sooner watch Always Sunny in Philadelphia in HD for the fifth time than anything NowTV has to offer in potato quality. Atrocious.
The video and audio quality is absolutely terrible. Having skimmed this thread it looks as though, inexplicably, these people have no plans to improve it either!
Cancelled my trial after 20 minutes. I'll stick with Netflix. I'd sooner watch Always Sunny in Philadelphia in HD for the fifth time than anything NowTV has to offer in potato quality. Atrocious.
