BBC iPlayer buffering - HELP!

[JeffJ6]

I have a 2 year old JVC 40" smart TV with Blue Tooth connectivity. To start with everything was fine, but over the past few months the situation has got worse.

BBC iPlayer buffers so much that it becomes unwatchable. Sometimes I can't even get onto iPlayer, other times I get to the programme I want and then get a message to say "something has gone wrong - try again". Netflix can be affected, but to a lesser degree. When it gets really bad I go to my PC (10 feet away, with direct internet connection) with a suitable monitor to continue watching with no problem at all.

Is it my TV, my internet connection, or a problem with iPlayer.

If it's the TV I'm prepared to buy a new one (it's out of warranty now), but I need to know before I do.

[JeffJ6]

Thanks,

I was hoping I wasn't "ordering" but having TalkTalk step up and "provide".

I understand what you have written.

Jeff

[Gliwmaeden2]

All packages depend on postcode identification and so whatever you are ordering requires that check.

Can give unexpected results. My area has only just gone from ADSL to Full Fibre being available and there was no halfway offering from Talktalk for FTTC, even though people using BT from the same exchange have had the option for years. 

Each ISP has only so much capacity in the exchange, and then there are limitations in potential speeds for individual lines, depending on distance etc, @JeffJ6.

[JeffJ6]

Now you're confusing me. It's not fibre to me, it's fibre to the green cabinet. The engineer says that's not a problem... so it doesn't depend on my postcode???

[Karl-TalkTalk]

Hi

It can depend if fibre is available to you via TalkTalk.

You can check with your post code online at https://www.talktalk.co.uk/broadband/fibre

I did mention the other day that you should consider looking to see if fibre is available to you as this will give greater speeds and more reliability.

Thanks  

Karl. 

[JeffJ6]

Hi Karl,

My neighbour, who is with SKY, has complained about the same problem to them. The Openreach engineer is here now and is saying we could have FTTC (fibre to the cabinet) and that would improve to situation dramatically. He is surprised that you have not suggested FTTC. It would appear my neighbour is going to get that upgrade.

Please advise,

Jeff

[Karl-TalkTalk]

No Problem 🙂

Karl 

[JeffJ6]

No such option in the iPlayer app in my TV.

I guess I'm stuck between technology and outdated service.

One option I have, which I use when things get bad, is to continue watching iPlayer through my PC/monitor - that's never been a problem, so far.

Thanks for your help and honesty. (my neighbour continues to complain to his provider, and they keep sending engineers out to pacify him - I will forward your words to him).

Jeff

[Karl-TalkTalk]

Hi

You can try this to see what happens.

Karl

[JeffJ6]

set video quality to on/off for the option of best quality

if I can find that setting would it help?

[Karl-TalkTalk]

Hi

It's not the resolution settings of the TV but the resolution settings within the individual apps.

This will differ within the apps, for example within Iplayer the only option I can see is to set video quality to on/off for the option of best quality.

If you see some content in Iplayer that has UHD in the corner, this would require a higher bandwidth than standard definition programs.

Karl.

[JeffJ6]

Hi Karl,

Would reducing the resolution settings in my TV overcome the problem?

Jeff

[Karl-TalkTalk]

Hi

The service you are on, is not suitable for some streaming content.  You may find this unacceptable but this is simply a fact.  As Technology moves on, the need for more bandwidth increases.  Back when ADSL was launched, your speeds were suitable for the existing technology.  We did not have 4K TV back then, then along comes 4K / 8K, we see TV content go from SD - standard Definition to HD, then Ultra HD, and some services now push UHD+ etc.

This type of High Definition content requires more bandwidth, and the bandwidth of your connection simply would not be able to reliably stream UHD Content.

Thanks  

Karl. 

[JeffJ6]

Hi Karl,

I was nearly beside myself! You sent an email, which I was about to hit send with my reply...when I noticed it's a no-reply email address - not noted in the body of the email!

Here's my message (cut and paste):

When connecting via Wi-Fi , the speeds will be lower than this, so could contribute to your issues.

As per the messages on the forum, I connected directly with an ethernet cable to the router and it didn't help.

with the addition of HD, then UHD content to streaming platforms, a minimum speed of 25mb is estimated for UHD streaming content

So, what you're saying is the service I'm paying for is insufficient to enjoy iPlayer?

That is unacceptable.

I would encourage you at some point in the future to look at a fibre service that can deliver faster speeds, if this is available in your area.

This will never happen in my lifetime for the few residents in our location - we are too far from the main road.

I've optimised your line to give the best speed possible.

Thank you. I understand this could be a short-term fix; I have heard the urban rumour that complainers get put at the top of the pile for service/speed... but it doesn't take long to get buried again.

I will monitor the problem, which is worse at high usage times in the evening, and give you feedback.

Jeff

[Karl-TalkTalk]

Hi

I've optimised your line to give the best speed possible.

As your on an older ADSL line, the max sync rate of your line is currently about 10mb.  When connecting via Wi-Fi , the speeds will be lower than this, so could contribute to your issues.

Back in the day we used to estimate about a 3 - 5mb minimum connection for Iplayer content, but with the addition of HD, then UHD content to streaming platforms, a minimum speed of 25mb is estimated for UHD streaming content.

As Streaming platforms change more of their content to higher quality streams, the demand for speed increases.  I would encourage you at some point in the future to look at a fibre service that can deliver faster speeds, if this is available in your area.

Regards,

Karl. 

[JeffJ6]

Thanks Ferguson 👍

[ferguson]

OK. please wait for further advice from the support team. Bear in mind that they won't be back online until Monday.

[JeffJ6]

Result! After I sent the last message I switched back to the Turkish Detective and basically iPlayer locked up on me. I could not access Netflix either.

I then moved the TV to the router and it reacted the same with the direct ethernet connection.

I took photos of all the screens that appeared.

I hope this gives some insight into the problem.

[JeffJ6]

Of course, tonight it is working perfectly!

I will post another message as soon as it fails and I have results.

Thanks for your help so far.  🙂

[JeffJ6]

Before turning anything on I moved the TV to the router and connected directly via an ethernet cable. I watched 20 minutes of The Turkish Detective on iPlayer with no problem at all. Then I moved the TV back and watched for a further 20 minutes. During that time it buffered once for no more than 2 seconds.

I feel this is an inconclusive test. As I said previously, it is worse in the evenings. I will have to do the reverse tonight: when it is buffering a lot I will move it back to the router and try that.

In menu/apps/BBCiPlayer there is no "check for updates" only an "uninstall updates". The current version is: 2.2.22-04741a7

[ferguson]

I can't speak for your model of TV. But when I open BBC iPlayer on mine, there is a Home menu which includes settings. Also, if your TV carries apps, there should be a place there where you can check for updates. And yes, I am suggesting you use Google for other help e.g. 

https://www.bbc.co.uk/iplayer/help/questions/supported-devices/jvc 

I fear we may have travelled too far down these esoteric routes though to be honest, try the simple expedient of connecting the TV to the router via ethernet and let us know if that helps.