Netflix Terrible Quality

[Chogbill]

Hi - I've had my EE TV box and internet for maybe around two months, and Netflix has never seemed to stream in full HD like I'm paying for. It seems to constantly be at 480p, 540 if I'm lucky.

Restarting the app and the box does nothing, and since netflix works fine in full HD on other devices I can only assumes its something to do with the box.

I've been through the help guides and changed the view settings from UHD 10bit to 8bit, which also did nothing. What could the issue be?

[DarrenDev]

Unfortunately I can't think of anything else I can offer @Chogbill.  As mentioned, only Netflix can answer why the quality isn't increasing.

The best I can suggest now is that you call the helpdesk and ask for a fault to be raised.  Hopefully the TMC will have a way to contact Netflix and ask for help.

I do have one question though: how do you know the quality is 480p?  Pressing the info button shows the bitrate, but I've never seen a way to show the resolution?

[Chogbill]

I had already spoken with netflix, who said that it must be something on EE's end because its only the netflix app on the EE box that doesn't work as it should. I'll try them again and see what they say.

The box that appears when you press the info button does tell you the resolution too. 

[Matt791]

Same with me, Netflix quality is awful. Have to use the app on a smart tv now.

[Michael_D]

Hi @Matt791 

Welcome to the community.

Have you been able to try a speed test in the help section of the Netflix app on the box to see what speed you are getting?

Are you connected by WiFi or is it wired connection?

Do you see any other problems with the quality on other streaming services?

Michael

[Matt791]

Hi Michael, thanks for your reply.

I have a wired connection and have done a speed test, all fine. There was a noticeable difference on ITVX also.

I have done a reset and changed my hdmi cable. All seems fine at the moment. 

[Michael_D]

Are you now seeing an improvement after changing the HDMI cable and resetting @Matt791?

Michael

[Chogbill]

The 4OD and Youtube apps also seem locked to terrible quality, particularly 4od. I haven't used the ITVX app but I imagine its the same. I've also just switched to using the Netflix app on my TV, so at least I can get some use out of what I'm paying for. I haven't tried the HDMI cable but I think that's just coincidence rather than an actual fix as the Prime and Apple TV apps work fine and stream in the quality they should. I also turned the box off at the wall and back on, and netflix worked in full HD for an hour or two then its right back to 480p.

[Chogbill]

Hi Michael. It seems like the issue is the apps on the box itself to me, as nothing really fixes the issues. I too did the speed test and everything is fine, and resetting the box fixes it for an hour or two then its right back to low quality. Other apps like Apple and Prime work fine so it couldn't be a connection or HDMI issue. 

Netflix told me it's an EE problem, and the last reply I had on here said to speak with Netflix, which obviously doesn't really help. Luckily I can still use the Netflix I'm paying for on my TV, but this issue still shouldn't be a thing and would be worse if my TV didn't have the app built in. 

[Matt791]

Netflix quality has improved, will see how it goes.

[Michael_D]

@Matt791 Great. I hope that has resolved it, but keep us posted if you notice any change.

Michael