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BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 15:40:08 GMT

I am not getting 4k option anymore on this model under device checker. it use to show all green ticks until recently. I am getting a bit tired of the amount of issues with BT sports app over TVs and tablets. Can someone tell me why i am not given the option to view 4k for a service i pay. i get the HDR option if its available and all other apps can run 4k HDR with no problem. My TV is 4k and 10bit enabled.

ue55ku6500

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 15:49:23 GMT

We have been forced to add content protection this season, as part of our updated contracts with the football leagues.

Our tests have proven that your 2016 model TV isn't powerful enough to be able to process our new piracy-protected 4K video, so has had to be limited to 2K video. This is now permanent I'm afraid.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 15:58:13 GMT

Ok so other apps im sure have piracy protection enabled but they are not facing this issue. its like BT just want to be in a league of their own. So the solution is buy a new tv and then in a few years its going to be outdated for bt's new policy. So pay for ultimate service but then not get it. Thanks BT. The sooner sky win back CL rights the better for the UK population. painful to deal with this company. Worst Internet provider, Worse TV box provider, Worst Telephone provider. You must have some special coding abilities that you develop a pile of poop compared to Sky and other apps. Apparently isnt powerful enough.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 16:05:17 GMT

I have to question whether you'd even have noticed that the quality is "only" 2K HDR if we hadn't told you on the device checker @bizz007 ? I doubt it.

We do everything we can to support devices for as long as possible, but technology moves on and devices become outdated. There's nothing we can do about it.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 16:14:15 GMT

No i knew it wasn't 4k. I even rang up BT about it but never got a response. The device checker was showing 4k and HDR enabled until recently. I assumed it was a bug. Yes i was pretty annoyed im paying for a service that im not getting. How many people are going to start checking there device types to see if they are compatible with your unique software. A person buys a 4k or a Full HD device then they expect that feature to work.

Then recently i stumbled across your forum and realised BT has a whole bunch of issues. the 30 sec delay made it become unwatchable for football. its been going on for more than month i remember it was happening since the west indies vs pakistan cricket was on.

Also BT windows 10 app another app that doesnt even have any catchup option like Sky. The TV guide UI is pretty lame and when you minimize the app or toggle onto your web browser while its running it actually stops/pauses until you bring the app in front again. the background app running feature is enabled on win10

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 16:21:16 GMT

You're paying for a BT Sport service that you have the ability to get, if you have supported hardware. Paying a subscription does not guarantee that we're going to support the 3rd party hardware that you're watching from forever. If you were using a BT TV set top box, then of course we would guarantee that it remained compatible or a suitable box replacement was made available.

The Windows 10 app is years old, and past end of life. It will not be updated to support catch up content, as the web site offers all those options (and more) without the need to install a custom app.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 16:27:47 GMT

its not about being forever your argument isnt valid. like i said if a device works correctly in 4k hdr for other apps then it should work for you too. if you pushed out 8k content then yes id understand my tv isnt compatible. Netflix and amazon neither have issue running 4k and HDR at the same time and the results are amazing. Why can you not allow the option to select Auto for bitrate or even 30/60 fps option like content on youtube so the so called underpowered devices have a chance to run it. The app needs that functionality.

i just checked it on the lenova tablet and it seems to be smooth after about a minute or so but the quality is probably 480p

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 16:41:21 GMT

The player is already in "auto" mode, where it'll play the highest quality it can - even if the hardware can't keep up (resulting in the judder you see on your tablet). In the mobile app we have the option to tell it to auto drop quality if the hardware can't keep up, so that's what I've enabled for your tablet. That's not an option on Samsung TVs, so unfortunately we've had to artificially limit it, to prevent your TV giving an awful experience.

Your TV is currently limited to 1440p50. If we offered a 25/50fps option in the app, your TV might be able to cope with 2160p25 however that would be a much worse experience than 1440p50.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 16:49:00 GMT

ok so you dont even offer 30 or 60 fps the normal standard for video content. right so why isnt there an option in the app to enable disable HDR and bump it up to 2160/50ps so it does not have to run both HDR and 4k at the same time. Like you mentioned for the lenovo tablet why can you not reduce the 4k hdr 50 bitrate to slighly less on tv's. if HDR causes extra stress on devices their definitely needs to be an on off button for it. this overall would work for future devices. i dont think its too difficult in settings to have enable HDR on or off.

the tv at the moment works in hdr so at 1440p 50. i'd prefer it could be toggled on or off for hdr and maybe push 2160 at 50. was this tested?

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 16:52:43 GMT

The standard frame rate in the UK is 25/50fps - not 30/60 as found in other parts of the world.
Your TV cannot cope with 4K in SDR either, otherwise we'd have just turned off 4K HDR.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 17:23:27 GMT

so its not possible to run it at 2160p at 50 but less of a bit rate. im sure the colours would exceed what 1440p shows. im not too fussed about hdr being enabled it actually makes the grass look more artificial.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 18:25:31 GMT

The only way to lower bitrate whilst maintaining resolution and frame rate would be to increase compression - this would result in more screen artefacts (blocking), which would only decrease the bandwidth consumed. It wouldn't reduce the processing required.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 19:43:08 GMT

this is a pain. i dont know why other apps dont have this issue and their quality is exceptional. i havent ever seen any performance issues with them either. when you say it cant handle it is it like the lenovo tablet where its clear but doesnt run fast. id still want the option to have 2160 25 over 1440 at 50. the app should have 720/1080/1440/2160 option

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 19:49:21 GMT

Correct - it's clear, but it needs to drop frames in order to keep up, as you see on your tablet.
Trust me when I say you wouldn't want 2160p25 - there's a much bigger experience boost from the increased frame rate than there is the increased resolution.
If you really must have 4K on your 2016 TV then I'm afraid your only option is to connect an external device to it - e.g. an Amazon Fire TV Stick 4K (or the new Amazon Fire TV Stick 4K Max, being released in 2 weeks).

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 19:58:00 GMT

the issue here is the app and not the tv to that extent. i just looked at the firestick specs i mean they are so rubbish 1.7ghz processor and still providing a measly 1.5gb of ram. i think my phone has 12gb of ram. im sure the tv has that atleast. i know the tv was a quad core.

if there was an actual option to output on the mobile fone at 4k which then could be screencasted to the tv it would make life much simplier. i have an oppo find x3 pro.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 20:04:19 GMT

No disrespect @bizz007 but I really don't want to spend my entire evening discussing this over and over.

Your TV processor is not capable of displaying BT Sport 2160p50 so has been limited to 1440p50. That is unlikely to change in the future.

An Amazon Fire TV Stick 4K is more than capable of displaying 2160p50, and currently provides that option to customers.

Mirroring from your phone to a TV isn't supported due to the content protection - if you can mirror it to your TV, then scammers can mirror it over the internet around the world. Even if we removed the code within the app that stops you doing it, you'd still only end up with a blank space where the video should be as the device is unable to mirror the secure surface that the video is being displayed on.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Tue, 21 Sep 2021 20:15:45 GMT

like i said @DarrenDev the issue does not exist with other apps which display 4k content so it makes the processing issue slightly invalid. there is literally 4 apps against 1 here. Amazon netflix are prime examples of using piracy protecting yet they do not suffer from this. again id like to see the 4k even at 25 as an option

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

DarrenDev — Tue, 21 Sep 2021 20:20:50 GMT

I'm going to have to be blunt now I'm afraid @bizz007.

What you have now is all you're going to get on your TV. 2160p50 isn't possible on your TV with our content, and 2160p25 will not be offered as an option - no one would want it.

I can't comment on how other players are managing to display protected 4K content (I'm guessing they're not displaying 50 fps, as it's only needed for Sport content), but we can't. We've invested a lot of time in providing content to every device that we possibly can, in the greatest quality that we possibly can.

Have a good evening.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV ue55ku6500

bizz007 — Wed, 17 May 2023 18:30:24 GMT

Hi this TV is still struggling with the buffering on ultimate. It's been going on for months and I've had to revert to the non ultimate channel to be able to watch sports. I've ran the device checker and it is showing everything as green except 4k device. Device I'd is KUC23VTSHZGAH.

I'm aware the TV was set to 2k at 50 or 60 frames. But I think this lag buffer issue is since updates to your bt sports app on the TV