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Problems with Twitch.tv and internet drop outs

PWhiteley12
Conversation Starter
Message 117 of 117

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.

 

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116 REPLIES 116

Message 61 of 117

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

 

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Message 62 of 117

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.

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Message 63 of 117

Hi @Michelle-TalkTalk , 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

Message 64 of 117

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

 

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Message 65 of 117

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.

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Message 66 of 117

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?

 

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PWhiteley12
Conversation Starter
Message 67 of 117

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?

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Message 68 of 117

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

Message 69 of 117

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?

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Message 70 of 117

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

 

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Message 71 of 117

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.

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Message 72 of 117

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

 

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Message 73 of 117

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

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Message 74 of 117

Hi,

 

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

 

Thanks

 

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Message 75 of 117

Hi,

 

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

 

Thanks

 

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PWhiteley12
Conversation Starter
Message 76 of 117

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.

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Message 77 of 117

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.

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Message 78 of 117

The traceroute shows where in the network the connection is being dropped (in my example it was the last hop to twitch from (i presume) talktalk's internal network.

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Message 79 of 117

Will run these tests when I get home again. Still no explanation as to what they have changed for this to happen? 

 

I think this is obviously an issue across the board not just with us. Running all these tests does what exactly? No doubt if they run the tests at their end the same problem will occur.

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Message 80 of 117
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