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Troubleshooting for Boost and Ultra Boost

If you've added Boost or Ultra Boost and it's not working as expected, there may be a simple explanation or fix you can try. Check out the solutions below for troubleshooting steps and advice to solve the most common issues.

I've upgraded but I'm still getting ads in on-demand shows and movies

Solution: Update your account

If you've added Boost or Ultra Boost via our website, your account could take up to 5 hours to reflect the fact that you've added it. To get around this, you can trigger your account to update by signing out of the NOW app and signing back in again.

If you upgraded via your Smart Stick, Box, smart TV, PlayStation or Xbox, your account will update straight away and you won't need to do anything.

Keep in mind: Even if you’ve got Boost or Ultra Boost, you'll still see promotional trailers for shows, movies and sporting events specific to your membership, as well as ads on the live channels.

I've upgraded to Boost but I'm not getting full HD or Dolby 5.1

Solution: Check your setup, and ensure the content you're watching is available in this quality.

You'll need the following to stream in full HD:

  • A supported device, including an HD TV and (if relevant) a streaming device with the correct HDMI cable and an HDMI port that supports HDCP 2.2 (not all HDMI 2.0 ports support it). Check Boost supported devices
  • A minimum broadband speed of 12Mbps per individual streaming device.
  • And of course, the content you're watching must be available in full HD. If you're watching on an HD-capable device, the content will be labelled 'HD'.


To enjoy Dolby 5.1, you'll need:

I've upgraded to Ultra Boost but I'm not getting 4K Ultra HD HDR or Dolby Atmos

Solution: Check your setup, and ensure the content you're watching is available in this quality.

You'll need the following to stream in 4K Ultra HD HDR:

  • A supported device – including a 4K UHD HDR-compatible TV that supports HLG, HDR10 or HDR10+, and (if relevant) a streaming device with the correct HDMI cable and an HDMI port that supports HDCP 2.2 (not all HDMI 2.0 ports support it). Check Ultra Boost supported devices
  • On some devices, you might need to adjust the video settings to be able to stream in 4K UHD HDR. If you're not sure, check the manufacturer's instructions.
  • A minimum broadband speed of 30Mbps per individual streaming device.
  • And of course, the content you're watching must be available in UHD. If you're watching on a UHD-capable device, the content will be labelled 'UHD'.


To enjoy Dolby Atmos, you'll need:


Dolby Atmos or Dolby Digital 5.1 surround sound isn't working

Solution: Check your setup

If you've got a soundbar or surround sound system, you'll just need to make sure your device is set up correctly to benefit from Dolby Atmos or 5.1 sound quality. Find out how to adjust your audio settings

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