What’s Wrong with Your Streaming Services? Top User Complaints Explained

Streaming platforms have taken a big part of our daily lives. They allow us to watch our favorite TV shows, movies, series, and more with just a few taps on devices. However, streaming services reviews on PissedConsumer.com indicate that customers do not always have a smooth experience. 

This article will discuss the commonly reported consumer issues when using streaming services and tips to mitigate them.

Key Insights

• 99% of U.S. households are subscribed to at least one or more streaming services.
• One of the top consumer issues when using streaming services is high costs. According to recent Forbes Home and OnePoll research, 45% of customers canceled at least one of their streaming subscriptions in the last year, citing high costs.
• Common pain points of streaming services include problems with streaming quality, subscription pricing and hidden costs, challenges with user interface, and customer service issues.  

Common Pain Points of Streaming Services

Issues with streaming providers range from streaming quality issues, and high subscription or hidden costs  to poor customer services and difficulty navigating the platforms. Below is a detailed look at these streaming services complaints, including evidence from customer reviews.

Streaming quality issues

Customers often express frustration with buffering and poor video quality, disrupting their viewing experience.

Peacock is among the companies with the most complaints regarding streaming quality according to multiple feedbacks on our platform and social media, such as X. For example, in one of the X posts, a subscriber said that the streaming quality issue has been consistent for 2 years.

Source: x.com

In our Help Center ranking of streaming services from worst to best, Paramount Plus placed the top spot as the worst performer among the five most discussed platforms with ratings within two stars on our platform. Aside from their poor customer service, customers also complain about the poor streaming quality, as evidenced in review #5403349:

…Shows freeze, sound doesnt sync with video, buffering goes on a long time and there is no smooth transition from one episode to another…

Subscription pricing and hidden costs

Sometimes, there is confusion about different subscription plans and additional costs for premium features. This explains several complaints regarding streaming services hidden fees. Other times, streaming services charge customers unexpectedly. For example, some subscribers are charged even after canceling their membership. 

That was one customer’s pain point in Netflix review #6054226. The reviewer shared that they canceled their membership in June but were charged in July and August and could get a refund only for August. The attempt to get answers wasn’t successful: 

I asked why my membership was reinstated, they could not answer me… I wouldn't trust Netflix nor would I recommend them. 

Customer service and technical support problems

Numerous user complaints about streaming services reveal that customers often face challenges when needing help from streaming service providers. The reported poor customer service is characterized by long response times, unhelpful support, or difficulty accessing support channels.

In Prime Video review #6028014, a reviewer was frustrated that they rented a movie on Prime Video, but the audio would play without video. When they contacted customer support, the subscriber was kept on the phone for over 30 minutes, with the representative blaming their Internet and TV instead of the streaming service, which proved to be a problem: 

I spent >30 minutes on the phone with customer service…after I followed her orders to reset my TV and internet, she finally admitted that the issue was on her end… Then she [customer service representative]  hung up on me…

User Interface and navigation challenges

Another common customer pain point is a difficult-to-use interface on some streaming platforms. Whereby, some platforms have confusing menus, poor search functionality, and a lack of personalization.

There are multiple similar Hulu streaming services complaints on PissedConsumer.com regarding various issues, including challenges with the interface. For example, in review #1231420 the customer said that they had to cancel their membership because the new Hulu interface is difficult to navigate:

I canceled after being forced to use the new interface. It's difficult to navigate and has removed many of the features that made the old Hulu interface so user friendly.

Other customers shared the reviewer's concerns, sparking a vivid discussion with more than 110 comments following the review. 

The same problems can be found across social media and forums. For example, in one Reddit post, a customer described the Hulu interface as “awful”. Many other users joined the thread with complaints about the challenges they had finding shows on Hulu, even when using the search feature.

Source: reddit.com

Tips to Mitigate These Consumer Pain Points

The right strategies for mitigating common consumer issues with streaming providers depend on your specific problem. Below are tips for each of the issues discussed above.

Take care of streaming quality

With streaming quality issues, you want to take measures on your end to ensure smooth transmission of the content. First, ensure your internet connection is strong and stable. Typically, a wired internet connection to your streamlining device is more stable than Wi-Fi. If using Wi-Fi, ensure the router is positioned in such a way as to minimize signal interference to the streaming device.

Also, adjust the streaming quality setting on the platform accordingly. For example, for the highest image quality, adjust the video quality setting to the highest option. Conversely, if the video is buffering due to a poor internet connection, consider lowering the video quality.

Carefully manage your subscriptions

To avoid streaming service hidden fees or overcharges, manage your subscriptions regularly. Review your subscription plans periodically and ensure you're subscribed to your most preferred or the most cost-effective plan. 

Don’t forget to check your bank statements or the streaming service’s billing sections regularly. The earlier you can pick on an overcharge, the more likely you are to get a refund. 

Be smart with customer support

First, gather all the relevant information to facilitate efficient problem resolution. For example, account details and proof of the issue. Then establish the best channels for contacting support for the particular streaming service. Find out on which channel the representatives are most responsive and reach out during the indicated operating hours.

Keep a record of your communication with customer support in case you need to escalate the issue in the future.

Improve navigation

Besides basic profile customization, regularly update the streaming app. Updated versions of the app usually have enhanced usability as bugs and any functionality issues have been fixed.

Get the Most of Your Streaming Services

Although streaming services offer unparalleled access to a wide range of entertainment content, they are not without hiccups. Customers are often frustrated with poor streaming quality, hidden costs, unhelpful customer support, and unfriendly user interfaces. 

However, you can proactively take certain steps to ensure a better streaming experience. As discussed above, optimize your internet, manage your subscriptions, use the best channels of communication to reach customer support, and customize your streaming experience.

What has been your experience with streaming services? You may write a review on PissedConsumer.com and share your concerns and insights with other users.