You guys did start to worry me a bit thinking we had a wider issue here, so I've been digging into some statistics. We don't see the broken video experience in our logs, so we can't tell it's happening (the player doesn't report any errors to us). Instead, we're reliant on session length - assuming people stop playing if the video stops working.
Based on that assumption, I've compared viewing figures over the last couple of weeks to see any difference between when content protection is turned on, vs when it's turned off. I'm not seeing any anomalies.
Taking the specific TV models that have been mentioned in this thread, I can see the following average viewing times on Saturday:
UE55MU6400 94.9 minutes
UE49LS03N 96.7 minutes
UE50MU6120 101 minutes
UE65MU8000 112 minutes
The only statistic that looks a little suspicious to me is the app version - specifically just for Samsung 2017 TV models (with M in the model code) version 1.0.3 of the app has an average viewing time of 97 minutes, whereas 1.0.2 is only 39 minutes. This suggests possibly a problem with the older app version, but you guys say you've already tried reinstalling the app (which would always take the latest app version).
So I'm afraid this issue really does look like it's just affecting some specific devices, and Samsung really are the best people to talk to about it.
On your TV settings menu, there should be a "Support" menu, which then has a "Request Support" option. There, you can enter your phone number and request that Samsung call you back - it'll also send a device report to Samsung so they know everything they need to before they speak to you.
There's really no benefit to calling the BT helpdesk about this. The best you could hope for is that they'll raise a ticket that may eventually get through to our customer experience team, who'll then speak to me or one of my colleagues. They're not trained for or briefed on complex faults that only affect small numbers of people.
