TVGO Poor Quality

Question

TVGO used to be fine, but now it’s terrible. The picture is lagging all the time, constant frame skips. It’s been weeks now since it’s been like this. Are you actually going to fix it? Like cmon, £90 a month isn’t good enough for good services or what?

Also don’t respond with some useless troubleshooting stuff. It’s not my internet. Other streaming services don’t have the same issues. It’s the TVGO app service, and surely you know that.

Actually look into TVGO and fix it, as I’m sure many people have the exact same issue.

Jodi_S · Answer

Hi Langur,
A warm welcome and thanks for posting on our community forums. We appreciate your feedback regarding our TVGO services and we're sorry you feel that that they have deteriorated recently.
We understand that you do not wish to perform further diagnostics, however we would give advice on how to resolve some of these issues with diagnostics. Sometimes, deleting the app and re-installing it can resolve some issues. Also, making sure that you have the latest version of the App, even a simple reboot of your handset or device can sometimes work.
We will take your feedback on board and use this to improve our services for the future.
Kind regards Jodi.

DGzip · Answer

I also have this problem.&nbsp; TV GO on Windows 11 skips frames regularly with on-demand videos.&nbsp; &nbsp;Note that I have no issues with Netflix, BBC iPlayer, Disney+ or Prime Video through the the same Edge or Chrome browsers.&nbsp; What us curious is that, when a frame skips, if I rewind 10 seconds, the exact frames skip again.&nbsp; The programmes are nearly unwatchable.&nbsp; The two examples are A Discovery Of Witches and SurrealEstate.&nbsp; Note that I am on VM 1GB WiFi and this occurs on this as well as when turning off VM WiFi and using Vodafone 4G+ data.There also seems to be a light grey blotchy overlay which I have seen others also mention on these fora which is made worse when enabling the graphics acceleration in the browser.&nbsp;If I play the same videos on my Android phone using the TV GO app, there is NO skipping.&nbsp; &nbsp;TV GO app can't be found in Windows store.&nbsp; So this must be some software/coding error or VM not adhering to standards for streaming to browsers. Please fix this ASAP - happy to help if you want to raise a high severity ticket with support: I can provide examples.&nbsp; &nbsp;I am paying a lot for this service.Thanks.

newapollo · Answer

Hi&nbsp;DGzip&nbsp;This may be due to Chrome or Edge settings, please try the following to see if it helps.In Chrome turn off&nbsp; "Use graphics acceleration when available"&nbsp;&nbsp;chrome://settings/system&nbsp;In Edge turn off "Use graphics acceleration when available"&nbsp;edge://settings/system&nbsp;&nbsp;

DGzip · Answer

Thanks for the suggestion @newapollo.&nbsp; It wasn't enabled.&nbsp; I did try toggling it but the grey blotchy overlay is much worse with it on and (including the skipping) so I've left these settings off.&nbsp;&nbsp;

DGzip · Answer

Additional: I watched a few minutes of an episode in the Edge Browser and it was as skippy as ever (both video and audio.) I swapped to using Chrome and played the same few minutes and it skipped in EXACTLY the same places.

Can you please suggest when VM will fix this or will re-enable the TV GO Windows App? https://community.virginmedia.com/t5/user/viewprofilepage/user-id/699959

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TVGO Poor Quality

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