My Samsung screen is blurry when I use the Spectrum App. I read other discussions with same issue.

Brolsman_11
Brolsman_11 Posts: 4 Spectator
in Spectrum TV App Feedback - ROKU & Other devices

any idea if there is a resolution to this issue??

Best Answer

  • Tyleen_Z
    Tyleen_Z Posts: 576 Moderator
    Answer ✓

    Hello and welcome to the Spectrum Community.

    I am not aware of any known issues with the app on Samsung devices. Are you seeing the issue on other devices?

    -Tyleen

Answers

  • Brolsman_11
    Brolsman_11 Posts: 4 Spectator

    Yes, tech came today changed out router, modem and Spectrum App still blurry on my TVS. my error thought I had 2 Samsung Tv but one is a TCL. he said a programmer at Spectrum needs to work it out on their end. ugh!! other apps are clear.

    Do you have a names/email address to the VP /CEO of customer service? i would like to email them with this issue since I have seen other customers with this issue and still not resolved. Thank you

  • William_M
    William_M Posts: 766 Moderator

    Hi @Brolsman_11 I was able to locate your account and I see the issue. Your devices are reporting speeds of under 2 Mb/s when using the app which is definitely not enough for an HD stream. Other apps have a buffer which can help compensate but the Spectrum TV app is a live service and needs a fast and stable internet connection.

    How far are your TVs from the router? Do you have a smartphone or other device you can use to test the app and run a speed test while right next to the router?

  • Brolsman_11
    Brolsman_11 Posts: 4 Spectator

    One TV is is right next to the router and the other in the next room. when tech was here yesterday he tested my speed and it was reading at 500+mps. Just tested speed 520 mbps through ookla and my spectrum phone app tested at 552mbps.

    now??? this is definitely a Spectrum app isuue. even with 2mbps i would NOT be getting any service on other apps. I had issues with Uverse and under 17 mpbs all my apps froze! If i can have the contact info I requested that would be greatly appreciated. I spent several months with Uverse customer service and finally got action when i email the VP & ceo.

    Thank you

  • William_M
    William_M Posts: 766 Moderator

    I'm sorry but we do not have email address for our CEO and we cannot just jump to an escalation like that. We will be happy to help you here or you can call 1-855-707-7328​​​ but we will need to troubleshoot to determine what is causing the issue and how to fix it.

    I'm glad you are testing at full speed and that should mean the internet service itself is good. Will you try testing the Spectrum TV app on your phone to see if it has the same issue?

  • Brolsman_11
    Brolsman_11 Posts: 4 Spectator

    third time this weekI have had to reboot my equipment. missing the end of the dodger game.

    Mr James higgins, VP customer service needs to be aware of this issue . 3 months of my equipment intermittently going out is not acceptable.

    (had a tech out and he replaced router modem this week)

    also, will my billing be prorate for the time ABC channel down??

  • William_M
    William_M Posts: 766 Moderator

    @Brolsman_11. We have extensive diagnostic tools to fix these issues and I am telling you the problem is a low bitrate. Technicians are not able to help with app or device issues, they are only there to make sure the internet is working properly. If this was impacting everyone it would be easy to recreate, but that is not the case. Please let us know if you would like our assistance, I am confident we can help.

    You can call 1-855-707-7328 for a one time $15 credit for the channel unavailability.

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