How to fix issues with slow loading or buffering on NOW TV

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Why it occurs in the first place

When you watch NOW TV, the video stream isn’t sent to your device in one go. Instead it’s sent in bite-size ‘packets’. If there’s a delay – often caused by a slow network – your show pauses while it waits for the next packet. This is known as buffering.

 

Quick buffering tips

Reduce number of devices
Reduce the number of devices in use

Having multiple devices on your internet network can slow loading time. Are you or someone else using a games console, mobile phone, tablet, PC or Mac on the same network? Disconnecting them should help speed up your NOW TV streaming.

Stop large downloads
Stop any large downloads

If you’re playing online games, downloading or uploading large files while trying to watch a show, this streaming of heavy data could cause buffering.

Test Internet connection speed
Test your internet connection speed

At busy times, some internet service providers may deliberately slow down your connection. If you’re using Wi-Fi or broadband, you need a speed of at least 2.5Mbps. For 3G or 4G devices the minimum speed needed is 450Kbps.

Check your speed using one of these websites:
Speedtest.net
Cnet.com

Got NOW TV Broadband?

If you're a NOW TV Broadband customer, go to Check service status to see if there are any network issues and test your broadband speed.

The position of your Hub can affect your Wi-Fi signal. Try moving it closer to the device you're trying to watch on. See Step 8 here for more tips.

Find out more about improving your broadband speed

Still having problems? Try the steps below for your device:

Is your show still stopping and starting? Why not try:

Exiting and restarting your show

To do this, press the Back button () on your NOW TV remote. Then just select your show or movie again, and start watching.

Closing the NOW TV app

Press Home on your NOW TV remote to exit the app. Then press NOW TV to open the app and try your show again.

Manually adjusting your data settings

Changing the amount of ‘bits’ of data (the techie term is bitrate) streaming through your NOW TV Box could reduce buffering.

Press these buttons quickly on your remote control:

1. Home x5
2. Rewind x3
3. Fast Forward x2

You’ll see a screen with various bitrate options. Just select ‘Automatic’ and try watching your programme again.

If you've tried our quick fixes and are still experiencing buffering, try the following:

1. Set up a wired connection

Press the PS Button on your controller to get to your main menu, the PS3 XMB (Xross Media Bar).

Go to Settings, followed by Network Settings. Pick Internet Connection Settings, and choose Easy. Next, select Wired connection and then Test connection to finish.

2. Uninstall and reinstall the NOW TV app

Start by deleting the NOW TV app

  • On your PS3 XMB, go to TV/Video Services and find the NOW TV App.
  • Press TRIANGLE and select Delete.

Next, erase the app data:

  • Head back to the main menu, and this time select Game Data Utility (under the Game section).
  • Find the NOW TV Data and press TRIANGLE, followed by Delete.

Lastly, re-install the app:

  • Go back to TV/Video Services, choose My Channels, then select and download the NOW TV app again.

If you've tried our quick fixes and are still experiencing buffering, try the following:

1. Set up a wired connection:

On your PlayStation 4, go to Settings, followed by Network. Pick Setup Internet Connection, and choose LAN Cable. Next, select Easy and then Test connection to finish.

2. Uninstalling and reinstalling the NOW TV app:

Start by deleting the NOW TV app

  • On the main menu, go to TV/Video and find the NOW TV App.
  • Press Options on your DualShock 4 (Controller) and select Delete.

Next, erase the app data

  • Go to Settings, and then System Storage Management.
  • Select Application Saved Data, and choose Saved Data from System Storage.
  • Highlight NOW TV, then select Options on your DualShock 4 (Controller), followed by Delete.

Lastly, re-install the app

  • Go back to TV/Video, find the NOW TV app and press X to reinstall it.
Clear your browser’s history and cache

Internet Explorer (IE) 9 and above

Go to the Tools icon in the top right (shown as a cog), scroll down to Safety and select Delete browsing history.

In the window that pops up, uncheck the box for Preserve Favourites website data. Then tick the boxes for Temporary internet files and website files, Cookies and website data, and History. Click Delete, and then close and reopen your IE window.

Step 1: Check your home network

  • If you’re using a wireless network, use your Apple TV menu to check your signal strength: Go to Settings, then General, then About.
  • Low signal strength could be improved by making sure your Apple TV is within range of your base station and there’s no interference. Get more info about sources of wireless interference so you know what to avoid.
  • Lastly, if the above steps didn’t help, try using a wired (Ethernet) connection. If your playback improves, it’s a sign that your Wi-Fi base station or router is faulty.

Step 2: Update your Apple TV software

  • To check for available updates, go to Settings, then General, then Update software.
  • If an update appears, click Download and Install to start the process.

Step 3: Change your network settings

  • From your Apple TV menu, select: Settings, followed by General, then Network and then Configure TCP/IP.
  • On the Network Setup screen, select Automatically.
  • Restart your Apple TV and router.

This is just a summary of the steps you can take. For more details, head over to the Apple TV troubleshooting playback page.

Is your programme still stopping and starting? Why not try:

Exiting and restarting your show

To do this, use the Back button () on your remote control. Select your show again, and start watching.

Closing the NOW TV app

Just close the app and open it again.

Manually adjusting your data settings

Changing the amount of ‘bits’ of data (the techie term is bitrate) streaming through your NOW TV Box could reduce buffering.

Press these buttons quickly on your remote control:

1. Home x5
2. Rewind x3
3. Fast Forward x2
 

You’ll see a screen with various bitrate options. Just select ‘Automatic’ and try watching your programme again.


If you’ve given the above suggestions a try and your NOW TV show still isn’t streaming properly, get in touch below and we’ll investigate.

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