HBO Now Customer Service Claims They Support 5.1 on The Shield

by Andrroid

I contacted HBO Now customer service yesterday, asking about if they finally supported Dolby 5.1 on Android TV. They claimed they did, but then I remembered a month or two ago testing it when they claimed they supported it but then clarified that this was only on Sony Android TVs. I questioned further and received this:

Hi Andrroid,

Thank you for reaching out to HBO NOW Customer Support. I understand you have some questions regarding Dolby 5.1 for the Android TV.

Android 5.0 and later

Supported devices:

  • Nexus Player
  • NVIDIA SHIELD

Thank you,

Alexander S.

HBO NOW Customer Support

Malnilion

This looks like a scripted answer and he didn't actually understand or bother to research your question.

Andrroid

Followup email after I pushed them further:

Hi Andrroid,

Thank you for reaching out to HBO NOW Customer Support. I apologize for the confusion and hope to clear up any misunderstandings.

HBO NOW is supported on the NVIDIA SHIELD, having Android 5.0 or later. Support for Dolby Digital Plus, providing surround sound playback, is supported on the Android TV platform, which would include the NVIDIA SHIELD.

The playback of 5.1 surround sound is dependant on a number of factors, listed in the HBO NOW Help Center article provided, and also the content itself having 5.1 audio. The HBO NOW Help Center article provided earlier was last updated March 30th and is the most up-to-date information available.

If you have any additional questions, please don’t hesitate to reply to this email or call us at 1-855-9-HBONOW.

Sincerely,

Chris F.

HBO NOW Customer Support

Andrroid

Can anyone confirm Dolby 5.1 works for HBO Now on the Shield TV? (Not HBO Go - we know it works there)

tommytarts

I mean if I turn on direct mode on my receiver, which only plays each channel as it comes in with no processing, I still get a center channel and a subwoofer track. No rear speakers so can't comment there.

BiggussDikkuss

For those with 5.1 Audio issues.... Are you connected to a DD+ Audio receiver ?

http://help.hbonow.com/app/answers/detailHBO/a_id/241/~/does-hbo-now-support-dolby-digital-surround-sound%3F

signde

This has been the most frustrating thing about HBO Now for me. Like a lot of people I really only have HBO Now for watching Game of Thrones in real time but the lack of 5.1 surround makes me sad panda.

Just tried the following setups to see if anything has changed. All apps and devices are up to date with the latest from the play store / Android.

  • 2015 Sony Android TV, 5.1.1 = 2 channel stereo ❌
  • 2017 Nvidia Shield TV = 2 channel stereo ❌

My AVR is a Pioneer Elite VSX-90 and plays three different Dolby Digital Plus test files I've tried through Kodi on the Shield without issue - it shows 5 more audio channels and the display lights up with Dolby Digital Plus.

Minnesota_Winter

Maybe he thought Android os 5.1?