Picture jump watching live streaming .

[Micknal]

I have subscribed to Sports for some time now and for the last 9 months have been having problems with the picture jumping intermittantly.

Happens very randomly but generally after been streaming for over 20 minutes.

Logging out and then back in does seem to work but not always.

Have reset TV many times to factory settings , turned different settings off and on but to no avail.

I also subscribe to NOW TV sport only and never had a problem like this so it must be down to something to do with the  broadcast.

Just wondered if any else has experienced this problem and what they did about it.

Many thanks

[Kimberlin]

@Micknal 

I see that you’ve stated that you’ve reset your TV back to factory settings, but is there a software update option in the TV settings? Some much newer TVs have update software enabled as default, some might not. I have a Sony TV that periodically updates itself. Might be worth just delving into the TV settings.

[Peter_W]

Hey there @Micknal!

I would definitely recommend checking your software like @Kimberlin has recommended here, as whilst it is usually updated automatically this is always worth a double check.

If you haven't already too, it's worth trying a different connection type, if possible a wired connection, to see if this presents the same issue.

Peter

[zulu17]

Hi @Micknal  can you confirm  how you are accessing the sports streams. Is this via an EeTV box  from the EPG or an app or directly from apps present  on your TV?  If using apps, is it the   discovery + app that you have streaming  issue with  and the Now app  you no issues ??

[Micknal]

Thank you for the suggestions. I use the discovery app on my smart tv , connected to internet via lan cable. All software updates are installed and up to date.  Now tv worjs perfectly with no problems at all, its just anything I watch on duscivery +.

[Leanne_T]

Hi there @Micknal 

Thanks for trying these steps.

If this is happening when watching discovery+, please get in touch with our technical broadband guides they can get the connection looked into and let you know what is needed. 

Thanks 🙂

Leanne.

[Micknal]

Thankyou, will do,

[zulu17]

These discovery+ pages  may be useful

https://support.discoveryplus.com/gb/Answer/Detail/000004069

https://support.discoveryplus.com/gb/Answer/Detail/000004072

Note that for some TVs the updating/latest versions of apps is a seperate proocess to the updating of the TV's own software. 

[Micknal]

Have tried everything suggested in above comments.

Have also contacted helpline through chat and had everything refreshed from  BT end.

The problem still persists.

When first logging in the picture is fine for first 20 - 25 minutes then the problem starts , it's almost like the picture frame freezes for a moment then continues. Logging out and reloading seems to work but only for 20 minutes or so.

Anyone have any ideas ????

[Debbie_G]

Thanks for letting us know you've tried these suggestions @Micknal.

Could you also test streaming on a different device or browser to see if the issue still happens? This helps confirm if the problem is with the app or device.

If you haven’t already, it’s worth updating the app and your device’s firmware, and clearing the cache or reinstalling the app.

If the issue continues, the best next step is to get back in touch with our Technical Team. They’ll be able to investigate further and help get this sorted for you.

Debbie