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Problems with Twitch.tv and internet drop outs

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116 REPLIES 116
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Conversation Starter

I suppose you may or may not be aware of twitch.tv where you can watch all kinds of live broadcasts mainly focused on gaming and broadcasting live tournaments. I like to watch competitive gaming in my spare time and have been for the past 5 years or so. however over the past month or so I am having massive problems with constant buffering. I usually watch in 720p (we have (70+ mb dl and 17ish upload) this has obviously never caused problems when watching previously. However the problems don’t stop there as the streams will still buffer every 1-2mins even on the lowest quality (180p). this is strange as our internet is very stable and I never experience packet loss or changes in ping when gaming. I curiously tried to watch a live stream on youtube and I watched a live tournament for around 2 hours on 1080p without any stutters or freezes at all. the issue effects all devices (my pc which is a wired connection by means of ethernet, my ipad, my phone and also our wired office pc) they all have the same issue of the stream buffering every couple of mins no matter the quality.

 

I ran a traceroute to google and pinged 70times, we had around 18ms ping with 0% packet loss. so we know our connection is fine typically. I tried a second traceroute to twitch.tv and this is what I noticed, the ping is 12-13ms. Every 10-15 pings it would say “connection lost to server” consistently. Would this suggest a port forwarding issue or a throttling issue. I can watch the streams no problem on mobile data so I know there is no issue with the website. Should I look into port forwarding? this seems strange to me, as I have no problem for years and years.

 

I didn’t have this issue when I was using your ADSL Broadband service. I’ve noticed as well that my internet is dropping completely any time between midnight and 2am. It’s literslly fallen over bang on midnight tonight and is still off now. It eventually comes back on but who knows why it drops out.

 

Highlighted
Community Team - TT Staff

Hi PWhiteley12,

 

I'm sorry to hear this and I'll take a look now. I've run a test on the line which hasn't detected a fault and the connection stats also look ok. Could you post the wired pings and trace routes into the thread so we can see how they compare?

 

Run a Ping or Traceroute

 

Thanks

 

Highlighted
Conversation Starter

Hi,

 

Results below, tried my other TalkTalk Router as well and that did not help.

 

Thanks,

 

Pete

 

Ping is;

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=14ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 14ms, Average = 13ms

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=12ms TTL=58
Reply from 151.101.2.167: bytes=32 time=14ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Request timed out.

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 14ms, Average = 13ms

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Request timed out.

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 13ms, Average = 13ms

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Request timed out.
Request timed out.
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 13ms, Average = 13ms

C:\Users\Pete>

 

Trace is;

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=14ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 14ms, Average = 13ms

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=12ms TTL=58
Reply from 151.101.2.167: bytes=32 time=14ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Request timed out.

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 14ms, Average = 13ms

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Request timed out.

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 13ms, Average = 13ms

C:\Users\Pete>ping twitch.tv

Pinging twitch.tv [151.101.2.167] with 32 bytes of data:
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58
Request timed out.
Request timed out.
Reply from 151.101.2.167: bytes=32 time=13ms TTL=58

Ping statistics for 151.101.2.167:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 13ms, Average = 13ms

C:\Users\Pete>

Highlighted
Conversation Starter

Trace Is

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Pete>tracert twitch.tv

Tracing route to twitch.tv [151.101.2.167]
over a maximum of 30 hops:

1 2 ms <1 ms 1 ms ttrouter [192.168.1.1]
2 * * * Request timed out.
3 8 ms 7 ms 8 ms host-78-151-229-189.as13285.net [78.151.229.189]

4 8 ms 8 ms 8 ms host-78-151-229-188.as13285.net [78.151.229.188]

5 14 ms 13 ms 14 ms host-78-144-11-185.as13285.net [78.144.11.185]
6 14 ms 13 ms 13 ms 23.235.41.94
7 13 ms 12 ms 12 ms 151.101.2.167

Trace complete.

C:\Users\Pete>tracert twitch.tv

Tracing route to twitch.tv [151.101.2.167]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms ttrouter [192.168.1.1]
2 * * * Request timed out.
3 8 ms 7 ms 8 ms host-78-151-229-189.as13285.net [78.151.229.189]

4 12 ms 7 ms 10 ms host-78-151-229-188.as13285.net [78.151.229.188]

5 13 ms 13 ms 13 ms host-78-144-11-185.as13285.net [78.144.11.185]
6 13 ms 13 ms 13 ms 23.235.41.94
7 13 ms 13 ms 12 ms 151.101.2.167

Trace complete.

C:\Users\Pete>tracert twitch.tv

Tracing route to twitch.tv [151.101.2.167]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms ttrouter [192.168.1.1]
2 * * * Request timed out.
3 8 ms 9 ms 7 ms host-78-151-229-189.as13285.net [78.151.229.189]

4 8 ms 7 ms 7 ms host-78-151-229-188.as13285.net [78.151.229.188]

5 15 ms 13 ms 13 ms host-78-144-11-185.as13285.net [78.144.11.185]
6 13 ms 12 ms 12 ms 23.235.41.94
7 13 ms 13 ms 12 ms 151.101.2.167

Trace complete.

C:\Users\Pete>

Highlighted
Community Team - TT Staff

Hi PWhiteley12,

 

Thanks. A few of the results are showing high pings to the router. Just to confirm, did you run all of the tests when connected wired?

 

Thanks

 

Highlighted
Conversation Starter

Hi Michelle,

 

Yes these were rsn wired into the router.

 

i don’t understand how it has started when I was using ADSL broadband there was no issues at all and that was over wireless.

 

Having switched to Fibre the issues have started. The drop outs can last between 20/30 mins a time.

 

Thanks

Highlighted
Community Team - TT Staff

Hi PWhiteley12,

 

Could you first of all switch your router off for 30 minutes, then switch back on and retest, please let us know if there's any improvement


Chris

Highlighted
Conversation Starter

Afternoon,

 

Have tried this from advice on another thread a few occasions and nothing changes or improves.

 

Thanks,

 

Pete

Highlighted
Conversation Starter

Hi,

 

i have tried this again and nothing changes.

 

Pete

Highlighted
Community Team - TT Staff

OK thanks for trying that


Do you have HomeSafe enabled. If you do could you try temporarily switching it off and test to see if this makes any difference (you can do this in My Account)

 

Chris

Highlighted
Conversation Starter

Hi,

 

None of these settings are enabled.

 

Pete

Highlighted
Community Team - TT Staff

OK thanks Pete, could you try switching them on and then back off again and retest 

 

Chris

Highlighted
Conversation Starter
No difference at all.
Highlighted
Community Team - TT Staff

OK thanks, just to confirm, you've experienced further internet dropouts since you switched HomeSafe on and back off again?

Chris

Highlighted
Conversation Starter
This made no difference at all no better or worse
Highlighted
Community Team - TT Staff

OK thanks,


Could you just confirm the following:

 

How many telephone sockets do you have? What other devices do you have connected in addition to your router?

 

Does your master socket have a Test Socket

 

Are you experiencing any problems with your telephone service such as noise on the line?

 

Thanks
Chris

Highlighted
Conversation Starter

Hi Chris,

 

No to a test socket. Looks like a pre filtered socket.

 

One telephone socket.

 

i have two phones connected to the router.

 

No noise on the line.

 

when I am on my 4G it works fine and when I was using the old TalkTalk ADSL it worked fine.

Highlighted
Community Star

If it is a pre-filtered socket then there will be a test socket behind the faceplate. You will need a plugin microfilter to connect your router.

Highlighted
Conversation Starter

So there is. Thanks for that.

 

plugged directly into the socket but still absolutely no difference. Lasts about a minute streaming on whatever device I use and just freezes.

Highlighted
Community Star

OK, just leave it connected there for now pending further advice from the OCE.