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Help Centre

Fix issues with slow loading or buffering

Fix issues with slow loading or buffering

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 is 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, or 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

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

Is your show still stopping and starting? You could 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're experiencing buffering when you're trying to watch using the NOW TV Player, the best thing to do is restart it.

Close down the Player, then go back to the page where you started playing your movie, show or sports event. Then try playing it 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. Uninstall and reinstall 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.


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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