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Problems with Twitch.tv and internet drop outs

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Highlighted
Team Player

Atleast it feels like we could be potentially be getting somewhere. I feel this issue extends beyond just twitch.tv though, I also have problems with discord dropping connection aswell as instagram stories not loading occasionally. And no this is not down to too many devices being connected! it’s literally just me at home and i’m using a wired connection.

Highlighted
Conversation Starter

Trace

 

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 [151.101.194.167]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms TALKTALK [192.168.1.1]
2 * * * Request timed out.
3 15 ms 15 ms 15 ms host-78-151-229-189.as13285.net [78.151.229.189]

4 15 ms 15 ms 15 ms host-78-151-229-188.as13285.net [78.151.229.188]

5 23 ms 21 ms 24 ms host-78-144-11-187.as13285.net [78.144.11.187]
6 20 ms 45 ms 22 ms host-78-144-14-152.as13285.net [78.144.14.152]
7 21 ms 20 ms 20 ms 23.235.41.92
8 20 ms 20 ms 20 ms 151.101.194.167

Trace complete.

C:\Users\Pete>tracert twitch.tv

Tracing route to twitch.tv [151.101.66.167]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms TALKTALK [192.168.1.1]
2 * * * Request timed out.
3 15 ms 15 ms 15 ms host-78-151-229-189.as13285.net [78.151.229.189]

4 15 ms 15 ms 15 ms host-78-151-229-188.as13285.net [78.151.229.188]

5 27 ms 21 ms 21 ms host-78-144-11-187.as13285.net [78.144.11.187]
6 21 ms 21 ms 20 ms 78.144.14.0
7 20 ms 20 ms 20 ms 23.235.41.92
8 20 ms 20 ms 20 ms 151.101.66.167

Trace complete.

C:\Users\Pete>
C:\Users\Pete>tracert twitch.tv

Tracing route to twitch.tv [151.101.130.167]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms TALKTALK [192.168.1.1]
2 * * * Request timed out.
3 16 ms 15 ms 15 ms host-78-151-229-189.as13285.net [78.151.229.189]

4 16 ms 15 ms 15 ms host-78-151-229-192.as13285.net [78.151.229.192]

5 21 ms 21 ms 20 ms host-78-144-8-202.as13285.net [78.144.8.202]
6 36 ms 20 ms 20 ms host-78-144-11-185.as13285.net [78.144.11.185]
7 21 ms 20 ms 36 ms host-78-144-14-2.as13285.net [78.144.14.2]
8 20 ms 20 ms 20 ms 23.235.41.92
9 21 ms 20 ms 20 ms 151.101.130.167

Trace complete.

C:\Users\Pete>

 

Still exactly the same though just constantly buffering.

Highlighted
Community Team - TT Staff

Hi,

 

Thank you, I've passed them over now and I'll keep you updated.

 

Thanks

 

Highlighted
Community Team - TT Staff

Hi,

 

Just to confirm, are any of the streams experiencing this issue live? Does it happen on all videos or specific one's

 

Thanks

 

Highlighted
Team Player

All videos are live streams. There are tens of thousands of different people streaming and the issue effects all of them. 

Highlighted
Community Team - TT Staff

Hi Notey,

 

Thanks. One of our Network Engineers has been testing this today, however they haven't been able to replicate the issue. They have asked if you can screenshot the Advanced > video pop up please? If this contains personal information then can you send this to me via a Personal Message (PM).

 

Thanks

 

Highlighted
Team Player

Hi,

slight issue with that request, I currently have no internet at all today, orange light on the front of the router, tried to reset it multiple times to no avail. I assume this is an unrelated issue and may be down to numerous openreach vans parked nearby at midnight last night. Maybe they are aware of some sort of issue. 

 

In regards to the advanced settings I am pretty sure it’s a routing issue as the same streams work perfect on even the highest quality with no problems at all when using mobile data.

Highlighted
Community Team - TT Staff

Hi Notey,

 

I'm sorry to hear this. We'll need to look at this separately, could you create your own thread and we can look at this further. Can you also confirm if you have a dial tone please?

 

Thanks

 

Highlighted
Team Player

It’s fine, I just phoned and it’s a known issue since 8:45 this morning. I assume they are doing their best. However back to the issue in hand, I am not 100% sure how thorough the engineers testing was, I say this as it literally buffers every 1-2 minutes even on the lowest quality, surely this is something they would have picked up on?

Highlighted
Team Player

any update? This is very clearly a throttling issue, the lack of progress is making me search for a different ISP. It’s ludicrous how I am paying for superfast internet with speedboost and I literally can’t enjoy my own hobby of watching live gaming tournaments. This really is shameful

Highlighted
Conversation Starter

Totally agree with Noley. I am having to tether off my mobile phone to watch the streams I want too. 

 

You have given us the run around on two different threads about this. Clearly it is not an equipment or setup issue at our end. Your network has issues, my main concern is that you can’t or won’t fix this. If that is the case where do we stand on changing providers without any fees to cancel as you cannot provide a reliable and functional service as you have promised?

Highlighted
Community Star

Hi all, this is frustrating, obviously. But please bear in mind that the OCE aren't online at weekends. And can anyone provide the details OCE Michelle asked for in post no. 46?

 

Highlighted
Conversation Starter

I am not sure how you can screenshot a stream that buffers? From the explanations given by various people on this thread I think that gives a good picture of the problem quite clearly?

 

Whats frustrating is the constant request to send traces or information that are no different from anything sent previously. If they don’t know what the problem is then just say that.

 

Opening any stream up on twitch will replicate the problem I just find it amazing this never happened for Talktalk’s engineer.

Highlighted
Community Team - TT Staff

Hi PWhiteley12 and Notey,

 

Our Network Engineer has asked if it would be ok to give you a call so that they can complete further testing with you? They have been testing this themselves, however they can't replicate the buffering.

 

If it's ok to call you then can you advise they best time to call (when you're at home)?

 

Thanks

 

Highlighted
Community Star

Hi @OCE_Michelle , not sure if this helps, but I belatedly thought I would have a look myself. No issues whatsoever, even streaming @ 1080p. This is on a wireless connection of around 50 meg. I am in the East Midlands also. 

 

Screenshot 2019-06-10 at 11.15.31.png

Highlighted
Team Player

It appears strange that this issue effects a handful of us though. I have tested with 2x wi fi hubs aswell as the HG633 all with the same problems. The issue effects all devices wired/wireless including phones/laptops/pcs/ipads/TVs. The issue is apparent not only on twitch, but also instagram, where videos and pictures are constantly buffering even when its just me at home and an immediate speedtest shows 70down 20up. I wonder if this could be a firmware problem perhaps? I have had no problems using these services for the past 18months. however this past month has been a nightmare.

Highlighted
Community Team - TT Staff

Hi Notey,

 

Could I just confirm, has the no connection issue now been resolved? Which router is currently connected and we can check the firmware to see if it's the latest?

 

Thanks

 

Highlighted
Team Player

the no connection was fixed around 8:30pm on Friday night. I rang up Friday morning and they said they knew of the issue and I left my mobile number and they said they would contact me to say when the matter is resolved, I got no call or text. I was very dissatisfied as I work from home and with no internet it was rather stressful (we have no mobile data coverage at home) it was strange I wasn’t told when the issue was fixed. And with an entire day with no productivity I will be doing overtime most evenings this week to catch up. I currently have a 2 week old wifi hub, I have the latest firmware as talktalk checked that with one of my numerous phone calls.

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Conversation Starter

Hi Michelle,

 

They can call me anytime as I work from home do you have my mobile number on my profile?

 

Ferguson,

 

just out of curiosity what equipment/router do you have at your end of things if you don’t mind sharing with us?

 

Thanks,

 

Pete

Highlighted
Community Star

Not at all. MacBook Air running latest macOS with Chrome browser; Sagemcom TalkTalk WiFi Hub with latest firmware.