I also have freezes, crashes, audio stutter problems with HBO Now on my Apple TV. Like many of the other posts say, I don't have problems with steaming any other content via my Apple TV.
I have contacted HBO customer service multiple times now. The first few times I got 'cut and paste' responses that didn't address my issues and basically told me to 'restart' my Apple TV. Duh. That was the first thing I tried, the first time it ever crashed. Last night, after yet another crash mid-way through a program, I took a minute to contact them again by responding to the last lame canned email response they sent. Here's the latest from them:
"Dear LIsa,
Thank you for contacting HBO NOW Customer Support. Please find your solution details below:
There are many things that can cause issues when playing video with HBO NOW, but the most common cause of frequent buffering, poor video quality, and unresponsiveness is the speed of your Internet connection. Connection speed can be a complicated topic, but there are some basic things that you can do to understand and affect it.
If you suspect that you are having connectivity issues, you should try the following steps before moving on to any focused troubleshooting:
Disconnect the power to each item of networking equipment (routers, modems, etc.) that you use to get your network signal.
Check all cables and connections by removing each cable at its connection points and reconnecting it. Ethernet cables should have their locking tabs intact and should audibly snap into position when seated. Coaxial cables should be firmly locked into place with their threaded collars.
Reconnect the power to your network devices, starting with the device closest to the source of your connection (usually a cable modem, DSL modem, or similar device). Let each device power up before connecting the next.
When all of your networking equipment is done initializing, try playing video again to see if you still have issues.
HBO NOW requires a reliable, high-speed Internet connection with download speeds of at least 3 Mbps while streaming video. It adjusts video quality automatically based on the strength of your connection. If your download speed is too low, or if your connection is not reliable (meaning that the download speed varies significantly over time) HBO NOW may switch to a lower quality stream, which may be unsatisfactory for you. You can check your Internet conection speed from most devices:
Device Used |
Method of Diagnosis |
Laptop or desktop computer |
Use diagnostic tools, or an online speed analyzer |
Apple TV |
From the Home screen, navigate to Settings > General > Network and then select Test Network |
iOS Devices |
Use a speed testing app (you can find several in the App Store) |
If you use HBO NOW on a device that is connected with WiFi, you can try to determine whether any issues you experience are WiFi related by trying HBO NOW on a device with a wired connection. WiFi connection speeds can be affected by the signal strength, interference, and other factors.
It will be helpful for you to keep a record of any playback issues you are having with HBO NOW. Internet usage varies substantially from day to day and at different times of day. The same is true of HBO NOW usage. When you try to watch streaming video at times of peak usage for your area, you can encounter issues related to both the number of users of your Internet service provider and the number of people trying to stream video with HBO NOW. If you have issues with video playback, but you are always trying to play video at the same times of day, you should try streaming at other times to help determine whether you have a general connectivity issue or Internet service that performs poorly during times of peak usage.
If you find that you have a slow Internet connection, contact your broadband provider to learn about your options.
NOTE: Some older devices that are supported by HBO NOW, such as older iPhones and iPod touch devices that run iOS 7 will not run the HBO NOW app as well as newer devices.
For additional information, we encourage you to visit the HBO NOW Help Center here , where you can find immediate answers to most frequently asked questions about HBO NOW.
Sincerely,
HBO NOW Customer Support"
I haven't done any of these things they recommend specifically since receiving this email but they have all been done since I got HBO Now and had the issues. My connection speed is good, no problems with other streaming or devices. Other people seem to be having the same problems... Why won't HBO get a clue and correct things from their end? Maybe once subscriptions drop off?
