[Resolved]  OnePlus India — Not Delivering Promised 4K Resolution Video Quality on OnePlus 12 - In OTT(Netflix Premium)

To,
Consumer Complaints India

Subject: Complaint Regarding Persistent Netflix Video Quality Issue (Capped at 480p/720p) on OnePlus 12 despite Premium 4K Subscription

Dear Sir/Madam,

I am writing to express my extreme dissatisfaction and frustration regarding a persistent issue with Netflix video quality on my OnePlus 12 (512GB/16GB) device. Despite subscribing to the Netflix Premium plan (at a cost of INR 649), which explicitly offers 4K+ streaming, the video quality on my OnePlus 12 is consistently capped at a mere 720p/480p. This renders my premium subscription essentially useless for this device and has been an ongoing issue for approximately 10 days since I upgraded my Netflix plan.

I am an engineer, and I invested a significant amount of my hard-earned money, INR 69, 000, to purchase this flagship phone. I bought it with the intention o[censored]sing it for the next 7 to 8 years. Before making this substantial purchase, I conducted extensive research into its specifications. A primary reason for choosing the OnePlus 12 was its advertised Widevine L1 DRM certification, which I trusted would ensure a premium content viewing experience. To now face this issue is utterly disappointing and feels like a breach of that trust.

The problem is clearly isolated to the OnePlus 12 device. My internet connection (200 Mbps) is more than sufficient for 4K streaming. I have confirmed that other devices on the same network, including my sister's Samsung S21 FE and my mother's 5-year-old Google Pixel 4a, are able to stream Netflix content in full 4K resolution without any problems. This unequivocally indicates that the issue is not with my Netflix account or my internet service.

I have diligently tried to resolve this through the proper channels. My device's software is updated to the latest version. Upon contacting Netflix support, I was informed that a Premium plan does not have quality caps and that I should check my device's certification. Subsequently, I reached out to OnePlus support and provided them with all the details they asked for, including my device's serial number and IMEI. However, despite my full cooperation, I have received no proper response, no resolution, and no concrete steps for a solution from them. The problem persists.

My independent research points towards a potential issue with the Widevine L1 DRM certification on my OnePlus 12. While YouTube allows me to play 4K HDR videos, the fact that Netflix, a service heavily reliant on DRM, is capping my resolution suggests a specific incompatibility or a broken DRM implementation between my OnePlus 12 and Netflix's certification requirements.

This is a critical issue. I have paid for a premium service specifically to utilize the high-resolution display of my premium OnePlus 12. My subscription is time-sensitive (28-30 days), and I cannot afford to wait indefinitely for a resolution while paying for a service I cannot fully utilize.

I have attached all the technical details of my mobile phone and my internet speeds for your reference. Please note that due to privacy and security restrictions within the Netflix application, it is impossible to take screenshots of the playback quality for evidence. I request you to please take action based on the detailed information I have provided.

I urge you to investigate this matter with the utmost urgency. I expect a prompt and effective resolution that allows my OnePlus 12 to stream Netflix content in the full 4K quality that my subscription and my device are capable of. Please provide a clear action plan and a timeline for resolving this issue.

Sincerely,

Prithiviraj