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aaronjbaptiste
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Message 1 of 19
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Terrible buffering issues when watching twitch streams

Hi,

I'm getting fine download and upload speeds according to a few speed tests sites (100 down, 6 up) but watching twitch streams is unbearable. Medium quality buffers from time to time, high buffers every few seconds and Source is a joke.

I had no problems watching these streams on Source quality previously on my 17mb Sky connection.

Please advise!

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Forum Team (Retired) BenD_H
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Re: Terrible buffering issues when watching twitch streams

Hi Aaronjbaptiste,

 

Thank you for coming in and posting your comments Smiley Happy

 

I have been looking into the buffering in the home and my apologies for this. I've seen hat there is an ongoing outage regarding SNR that would need to be looked into for you. I have included some information about this below:-

 

Outage reference:          F004541235

Estimated review date:  30th June 2016

 

Thank you for coming in.

 

Ben


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bshahul
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Message 3 of 19
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Re: Terrible buffering issues when watching twitch streams

I am facing buffering issues on YouTube, videos posted on Facebook and using Amazon Fire Tv. Video stops every few seconds for buffering. I have 100M line and the speed is fine for normal internet usage. Really frustrated as I cannot watch anything. Have to switch to 3G on mobile. Come on Virgin media - this is not good.
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aaronjbaptiste
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Re: Terrible buffering issues when watching twitch streams

Hi,

This is still not solved. I'm getting 5-10% packet loss with other internet areas also:

--- google.com ping statistics ---

107 packets transmitted, 96 packets received, 10.3% packet loss
round-trip min/avg/max/stddev = 21.928/25.696/31.118/2.345 ms

It's not my wifi connection, this is me pinging the router over the same time period:

--- 192.168.0.1 ping statistics ---
142 packets transmitted, 142 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 2.054/4.477/48.095/4.086 ms

It's getting quite frustrating as I've discussed it over the phone with customer support a number of times now.

 

 

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aaronjbaptiste
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Message 5 of 19
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Re: Terrible buffering issues when watching twitch streams

Here's something interesting. I get smooth 0 buffering issues when I watch twitch using a VPN (speedify). As soon as I turn it off, boom, buffering issues everywhere (ethernet connection).

So it's almost certainly some kind routing or rate limiting issue going on with virgin.

Can someone from virgin support please comment on this? I shouldn't have to pay for a vpn just to stream video. The 100mb/6mb just feels like a complete lie.

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jamescl13
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Message 6 of 19
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Re: Terrible buffering issues when watching twitch streams


bshahul wrote:
I am facing buffering issues on YouTube, videos posted on Facebook and using Amazon Fire Tv. Video stops every few seconds for buffering. I have 100M line and the speed is fine for normal internet usage. Really frustrated as I cannot watch anything. Have to switch to 3G on mobile. Come on Virgin media - this is not good.

Me too, same - Twich is unrelated to this as it sounds like an SNR issue for that user, but I'm also having massive issues with YouTube.

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aaronjbaptiste
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Re: Terrible buffering issues when watching twitch streams

I contacted support via online chat, they could only tell me my network showed no signs of issues and they said that my line was not being capped or throttled. Unable to solve the issue they have "restarted my line" (which just looked like a router restart to me) and told me to monitor it over 48 hours. So far, issue still persists.

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aaronjbaptiste
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Message 8 of 19
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Re: Terrible buffering issues when watching twitch streams

Still not working. High packet loss as seen in this snapshot:

http://www.thinkbroadband.com/ping/share/e85727b954472f933dd40a9feb632539-05-09-2016.html

Can I get some help please?

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Message 9 of 19
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Re: Terrible buffering issues when watching twitch streams

Hi aaronjbaptiste

 

Thanks for posting back on the community. It's nice to have you here.

 

My apologies that you are still experiencing packet loss and for the late response.

 

I've taken a look at your connection, the line and hub have come back as fine. There are no faults reported and the traffic on the network is running stable.

 

If you are still experiencing high packet loss/buffering issues, can you re-post an up to date BQM graph for me please? Can you also complete some trace routes for us to take a look at? Are the speeds still unaffected or are you noticing an issue with slow speeds as well?

 

Let me know how you get on
Sam


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aaronjbaptiste
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Message 10 of 19
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Re: Terrible buffering issues when watching twitch streams

Thanks Sam.

Had a virgin engineer visit to fit a new router, also noticed that my power levels were too high and made some changes to resolve it.

General internet is fine, streaming video not so much. Unfortunately my monitor was unable to connect to my new router so i've made some changes to allow it, will be able to post the updated graph tomorrow.

Twitch is still buffering badly, so are videos on facebook, pretty sure it's either a routing issue or bad caching at one of your data centres.

Traceroute (what's with the timeouts at steps 4, 5 and 6?):

 

Traceroute has started…

traceroute: Warning: live.twitch.tv has multiple addresses; using 192.108.239.80
traceroute to live.twitch.tv (192.108.239.80), 64 hops max, 72 byte packets
 1  192.168.0.1 (192.168.0.1)  4.558 ms  3.873 ms  5.136 ms
 2  cpc69673-heme9-2-0-gw.9-1.cable.virginm.net (82.22.248.1)  35.020 ms  90.449 ms  22.125 ms
 3  lutn-core-2b-ae5-1440.network.virginmedia.net (62.252.71.161)  23.197 ms  19.421 ms  25.089 ms
 4  * * *
 5  * * *
 6  * * *
 7  tcl3-ic-4-ae0-0.network.virginmedia.net (82.46.67.246)  34.609 ms  29.783 ms  29.937 ms
 8  * * *
 9  * * *
10  * * *
11  * * *
12  * * *
13  * * *
14  * * *
15  * * *

Aaron

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