We've been unable to get any service from video streaming sites for a while now. If we try to use iPlayer/4od/ITV player/etc there is just a blank space where the player should be. Nothing appears to be loading, i.e. there's no interface or error, it's just as if there were nothing there at all. According to speedtest.net we're getting a download speed of 8.89 Mbps though, so that wouldn't appear to be the issue. This is the same at all times of day. Does anybody have any ideas what's wrong or how we might be able to fix it?
P.S. I've posted any informaiton I think might be useful here:
Downstream SNR: 42.6 dBmV
Downstream Power: 3.6 dBmV
Upstream Power:43.5 dBmV
Traceroute to bbc.co.uk:
traceroute to bbc.co.uk (126.96.36.199), 64 hops max, 40 byte packets 1 10.175.88.1 (10.175.88.1) 22.461 ms 13.978 ms 19.399 ms 2 hari-core-1b-v707.network.virginmedia.net (188.8.131.52) 137.871 ms 172.698 ms 317.460 ms 3 hari-core-2b-ae2-0.network.virginmedia.net (184.108.40.206) 18.238 ms 18.707 ms 22.939 ms 4 popl-bb-1b-ae8-0.network.virginmedia.net (220.127.116.11) 17.286 ms 32.336 ms 118.203 ms 5 glfd-bb-1a-ae4-0.network.virginmedia.net (18.104.22.168) 12.375 ms 12.203 ms 14.389 ms 6 glfd-bb-1b-ae0-0.network.virginmedia.net (22.214.171.124) 11.970 ms 26.308 ms 15.873 ms 7 glfd-tmr-1-ae5-0.network.virginmedia.net (126.96.36.199) 11.684 ms 13.307 ms 15.856 ms 8 tcl5-ic-1-as0-0.network.virginmedia.net (188.8.131.52) 16.966 ms 16.290 ms 15.416 ms 9 184.108.40.206 (220.127.116.11) 13.508 ms 16.111 ms 12.284 ms 10 * * * 11 * * * 12 ae1.er01.thdow.bbc.co.uk (18.104.22.168) 38.138 ms 13.133 ms 13.674 ms 13 22.214.171.124 (126.96.36.199) 15.975 ms 15.711 ms 15.165 ms 14 188.8.131.52 (184.108.40.206) 14.850 ms 15.716 ms 12.754 ms
After looking through your traceroutes, it appears that there appears to be an issue on the second hop and subsequently on the 4th hop. After comparing this with the network at the time you posted, I can see that your UBR is suffering from high downstream utilisation. If this load continues I will raise this to our network team.
Dealing specifically with your issue, does iPlayer etc load on another computer?
Help & Support Forum Team
If someone's helped you out say thanks by clicking on the Kudos Star. If someone's solved your problem, why not mark their message as a Helpful Answer? You can also help other users find useful posts by Tagging them with keywords.
If you are new to the forum, please remember to search the forum before posting your question. Please don't send private messages directly to the forum team unless they ask you to, post your issue to the forum first.