Anyone having issue with Netflix speed last few days?

Glanza · 15 Nov 2016 at 10:20

Since last Thursday my speed on Netflix has bombed and I can generally only watch in 480 with the odd spike into 720, before Thursday I could stream 2160 no issue.

Amazon Prime streams at 1080p fine and Steam downloads at the max speed my line can handle.

I've spoken to my ISP and they claim they havent changed how Netflix traffic is routed and I spent 30 min with Netflix last night but got the usual reboot etc.

Speedtest.net results average around 61mbps down but when I try using fast.com (goes direct to Netflix servers) that average is 4.4mbps.

Rebooting the router gets it to go back to normal for a few hours then it starts going back to streaming only in 480.

I'm honestly at a loss here, I've updated the firmware on my router and nothing else in the house has changed before this suddenly started happening.

ChrisD. · 15 Nov 2016 at 11:09

Who is the ISP?

Glanza · 15 Nov 2016 at 11:37

Dooksy said:
Who is the ISP?

Origin Broadband.

ChrisD. · 15 Nov 2016 at 11:38

Try running through a VPN or use difference DNS servers if you haven't already.

Glanza · 15 Nov 2016 at 11:42

Dooksy said:
Try running through a VPN or use difference DNS servers if you haven't already.

DNS servers by default are Google 8.8.8.8 and Opendns? 8.8.4.4

ChrisD. · 15 Nov 2016 at 11:45

Okay I'd be wanting to try a VPN.

Glanza · 15 Nov 2016 at 12:05

Will give it a test tonight.

Tried my account at work and can get 1080p no problem and the speedtest results on both fast.com and speedtest.net are the same.

Glanza · 15 Nov 2016 at 18:38

Got home and tested with using a trial VPN account with SaferVPN , fast.com tests now come back at 25mbps average so it's gone up a fair bit, and Netflix on the PC streams in 1080 no problem.

If I disconnect from the VPN it goes back down to the slow speeds 4-6mbps again.

rhysduck · 15 Nov 2016 at 22:10

Haven't been able to log into Netflix for two days now!

ChrisD. · 16 Nov 2016 at 08:16

Glanza said:
Got home and tested with using a trial VPN account with SaferVPN , fast.com tests now come back at 25mbps average so it's gone up a fair bit, and Netflix on the PC streams in 1080 no problem.

If I disconnect from the VPN it goes back down to the slow speeds 4-6mbps again.

Points firmly at an ISP issue then IMO.

Glanza · 16 Nov 2016 at 08:39

Dooksy said:
Points firmly at an ISP issue then IMO.

I spoke to them at length last night and had to send ping and tracert logs into them for investigation. They say traffic is leaving their network fine and it's getting stuck once it's left.

Face palm slightly that they asked me to set my dns to Google when it does this by default on their system.

Tested this morning before work and Netflix streamed in 2160 within 30 seconds and fast.com tests came back over 25mbps. No doubt when I get home it'll have slowed right down again.

ChrisD. · 16 Nov 2016 at 08:42

This is why I'm weary of ditching Zen for anyone, your ISP could just keep fobbing you off till you get fed up and leave or just use a VPN. How do they know that traffic is 'getting stuck' once it's left their network?

Glanza · 16 Nov 2016 at 09:26

Porbably due to the tracert timing out when going to Netflix.com:

Tracing route to fast.com [104.103.242.9]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ARCHER_VR900 [192.168.1.1]
2 13 ms 13 ms 13 ms 145.255.242.254
3 13 ms 13 ms 12 ms 185.24.14.201
4 15 ms 15 ms 15 ms slsf1-slby1.core.originbroadband.net [145.255.247.2]
5 21 ms 20 ms 20 ms slby1-slac1.core.originbroadband.net [145.255.247.7]
6 26 ms 25 ms 25 ms v112.core1.lon2.he.net [64.71.128.217]
7 21 ms 21 ms 23 ms ve503.r1.lon1.uk.atrato.net [195.66.225.111]
8 23 ms 23 ms 21 ms et-10-01-00.edge01.lon09.uk.as5580.net [78.152.39.255]
9 22 ms 24 ms 24 ms akamai-ic.edge1.lon1.uk.as5580.net [78.152.63.89]
10 59 ms 23 ms 22 ms a104-103-242-9.deploy.static.akamaitechnologies.com [104.103.242.9]

Tracing route to netflix.com [54.154.136.203]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms ARCHER_VR900 [192.168.1.1]
2 13 ms 13 ms 13 ms 145.255.242.254
3 13 ms 13 ms 13 ms 185.24.14.201
4 101 ms 15 ms 15 ms slsf1-slby1.core.originbroadband.net [145.255.247.2]
5 21 ms 21 ms 20 ms slby1-slac1.core.originbroadband.net [145.255.247.7]
6 21 ms 23 ms 24 ms v112.core1.lon2.he.net [64.71.128.217]
7 86 ms 20 ms 21 ms 195.66.225.175
8 33 ms 33 ms 33 ms 178.236.3.53
9 32 ms 32 ms 33 ms 176.32.106.34
10 34 ms 153 ms 34 ms 52.93.7.200
11 33 ms 32 ms 31 ms 52.93.36.73
12 35 ms 34 ms 53 ms 52.93.36.76
13 33 ms 32 ms 32 ms 52.93.36.93
14 33 ms 31 ms 32 ms 176.32.107.11
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

ChrisD. · 16 Nov 2016 at 09:44

Doesn't mean there is an issue, doesn't mean there isn't either.

KIA · 16 Nov 2016 at 16:40

Glanza said:
Porbably due to the tracert timing out when going to Netflix.com:
[/spoiler]

This is because a router at a particular point is dropping the ICMP traffic. Nothing to do with your streaming issue.

Glanza · 16 Nov 2016 at 19:36

Still waiting for Origin to get back to me, got home from work and speed has dropped back down to 4.4mbps on fast.com and Netflix is stuck in 480 again.

APM · 16 Nov 2016 at 22:38

Sure there's no firewall issues?

Glanza · 16 Nov 2016 at 22:55

All firewalls are currently disabled on my end. Just spent 3 hours on Netflix live chat and 1 hour on the phone to a Tech in America.

They can't see any issues with the traffic and have nothing set up to block.

Surprised me on how much info Netflix logs whilst you watch, they could see the bitrate and speed used for all programs I've watched over the last week and pin point what times seem to be affecting this issue I'm having.

Back on with Origin in the morning to see if we can get a fix in place.

Glanza · 17 Nov 2016 at 09:19

No surprise but tested this morning and went straight into 4k and stayed in 4k for 20 minutes.

ChrisD. · 17 Nov 2016 at 10:02

Sounds like an ISP congestion issue or they're limiting the traffic but not telling you.