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netflix throttling?????

Posted by
Visitor
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Message 1 of 23
13,739 Views

Over this past week I've been having problems streaming netflix.  It worked fine a week ago.  The video constantly is lagging/breaking up so that it does not stream.  Even after rebuffering the same thing happens. I can watch videos on youtube without a problem.  

 

Is Comcast purposely bandwidth throttling netflix connections?  I did the speed test on here and was getting 5mbs.  I cleared my cache and am now getting 6mbs.  Is this not fast enough to watch netflix movies clearly?  I know its not a netflix site issue because I can stream movies fine on my android phone which is going at 3g speeds.

 

If it matters I'm in the Atlanta area.

22 REPLIES
Posted by
Contributor

Message 2 of 23
13,735 Views

I have had hugely unreliable streaming and gaming the past 3 nights, and only at night.  Ping times are all over the place and web pages load as if I were on dialup.  There has to be something going on with local servers/nodes as this is the first time in 2.5 years that I have experienced this.  The issue is WELL beyond just "heavy traffic period" slowdowns.

 

Here's hoping they get it fixed soon, service tech heading out tomorrow.  I am 100% positive it is not my end as my brother -in-law 2 streets down is experiencing similar issues.

 

oh and yes I am the Atlanta area as well 30307.

Posted by
Cable Expert

Message 3 of 23
13,727 Views

Please give us more information:

1) Please connect your computer directly to the modem via Ethernet ( no router, no wireless, no USB )
2) Run ShaperProbe and post your results. (It works with Win 7)
3) Post your upstream and downstream signal levels (click the link.) We are interested in your power levels (dBmV) and your Signal to Noise Ratio (SNR).
4) Let us know to what speed tier you subscribe.
5) Post the make a model of your modem.
6) Post your modem's error logs.




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Posted by
Customer Expert

Message 4 of 23
13,723 Views

Also, in addition to posting the information nerdburg requested, have you called Comcast and complained about it?

 

I was having intermittent problems that should have been affecting the neighbors, but I was the only person who was calling in to complain.

 




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Posted by
Regular Contributor

Message 5 of 23
13,664 Views

I have noticed slow downs with Netflix lately however I think the issue might be because...

 

Level 3 and Global crossing have joined forces under the name Level 3. This could be an issue as they are trying to change over all of there systems,settings..etc under Level 3. Since Netflix uses Level 3 as there main CDN provider it could cause some issues and you could be being re routed to a different location farther away.

 

OR

 

I have noticed that there were these issue for people located in Eastern US;

 

Verizon has had problems last few days along with  Global crossing hence what I said above. As well Cox communication and Suddenlink had internet capacity issues. I would watch it for a few days and see how it goes. 

Posted by
Contributor

Message 6 of 23
13,622 Views

I am wondering the same thing. I stream Netflix through my Xbox and I used to get HD quality picture. One day it stopped working and now I have never gotten an HD picture, just a 2 bar or 3 bar quality. I called Comcast and they blamed Netflix - Netflix said it was COmcast!

Posted by
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Message 7 of 23
13,608 Views

I too am in the Atlanta area and have been having horrible results with streaming for about a week.  All was great at my house until late last week.  Now everything I watch stops frequently, and when you try to restart it it fails MANY times before finally working....then it dies shortly afterward.  I'm using Roku and the issues seem to be more than Netflix as some of my other content also has issues.  I'm debating trying Amazon Prime to see if they have the same issues.  At this point it seems to me to be related to Comcast. 

 

I would love to hear from a Comcast rep on this thread about what is going on in Atlanta with streaming video

Posted by
Regular Contributor

Message 8 of 23
13,591 Views

Personally I would give it a week or so and see how it goes, I think a big factor here is Level 3 and Global Crossing merger. 

 

But I could be wrong. 

Posted by
Contributor

Message 9 of 23
13,508 Views

update to above post:

 

Had a tech out on Saturday, connection and signal strentgh were 'perfect'.  Replaced the modem from a Sci. Atl. to a D3.0.  Still having issues intermitently with packet loss and grossly high ping times, though it was not happening while the tech was here.  It always seems to occur in the evening hours but cannot be nailed down to a specific time frame.   Sometimes it goes on for hours, sometimes its for a few minutes.  This issue is well beyond "heavy usage" slowdowns.  I would love to hear something regarding this issue.  Even a "We are aware of this problem and are working to resolve it" would at least give me a little peace of mind.   As cliche as it is, I will not accept this for long and will be glad to find a new provider if things are not addressed.

 

Posted by
Customer Expert

Message 10 of 23
13,454 Views
This is primarily a customer-to-customer help forum. While working on ideas here, call Comcast again to complain.



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Posted by
Official Employee

Message 11 of 23
13,441 Views

SMeadows wrote:

update to above post:

 

Had a tech out on Saturday, connection and signal strentgh were 'perfect'.  Replaced the modem from a Sci. Atl. to a D3.0.  Still having issues intermitently with packet loss and grossly high ping times, though it was not happening while the tech was here.  It always seems to occur in the evening hours but cannot be nailed down to a specific time frame.   Sometimes it goes on for hours, sometimes its for a few minutes.  This issue is well beyond "heavy usage" slowdowns.  I would love to hear something regarding this issue.  Even a "We are aware of this problem and are working to resolve it" would at least give me a little peace of mind.   As cliche as it is, I will not accept this for long and will be glad to find a new provider if things are not addressed.

 


And what home gateway device are you using?

 

How is your gaming/video console connected to it (WiFi, Ethernet)?

 

AND, critically, when you are trying to watch streaming video are you doing anything else at all on the Internet (anyone in the household)?

JL
Internet Services


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Posted by
Contributor

Message 12 of 23
13,430 Views

Gateway device is a linksys router - irrelevant due to experiencing same issues with direct line to modem.

 

Gaming is done on my PC, hard wired.

 

No other traffic, even from my PC programs, are happening when the issue occurs.

 

I have done extensive monitoring since this started happening last wednesday.  It does not persist, but I have never experienced it before in 2+ years, even in peak hours.  Last night was the first night of 'normal' service with the exception of a small hiccup for 5-10 minutes at around 5:30pm eastern.

 

My hunch, through investigation, is there are issues with upgrades to various components both within and outside comcast's networks and thus routing and server-to-server communications are not functioning optimally.  Things still work, but the service is disruptive more so than normal for those of relying on consistent connections for various tasks.  We are the first to notice these types of problems as normal web browsing is not impacted other than slightly increased load times.

 

Here's to hoping things are sorted out and this doesn't become the new normal.  I run a really tight ship with my PC and online equipment so it is frustrating to not be able to diagnose the issue.

Posted by
Contributor

Message 13 of 23
13,428 Views

To further elaborate...

 

I connect to the same server most every day for online gaming.  The server for me consistently returns a ping from 40ms to 80ms rock solid. 

 

When the issues occurs it can vary anywhere from the normal range up to 500ms-800ms and everywhere in between and even returning no ping time (packet loss with tracert).  The response time literally varies from second to second. 

 

I play with about 20 other gentlemen on the same server and none of them have had any issue whatsoever, so that rules out the server.

Posted by
Official Employee

Message 14 of 23
13,413 Views

SMeadows wrote:

To further elaborate...

 

I connect to the same server most every day for online gaming.  The server for me consistently returns a ping from 40ms to 80ms rock solid. 

 

 


What is the IP or FQDN of the server and can you please also post a traceroute? (And when you notice the issue next post a traceroute from that time as well.)

JL
Internet Services


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Posted by
Contributor

Message 15 of 23
13,408 Views

Interesting.  Just ran one, and continue to get a timeout.  Here is a copy/paste from cmd prompt and one from router diagnostics page.

 

tracert 74.91.114.168

Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2    77 ms    38 ms    61 ms  c-67-191-152-1.hsd1.ga.comcast.net [67.191.152.1
]
  3    29 ms    51 ms    19 ms  xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
  4   118 ms    30 ms    81 ms  xe-1-0-1-0-ar01.d1stonemtn.ga.atlanta.comcast.ne
t [68.86.106.61]
  5   197 ms    99 ms    95 ms  pos-2-12-0-0-cr01.350ecermak.il.ibone.comcast.ne
t [68.86.92.237]
  6    32 ms   118 ms    40 ms  pos-1-4-0-0-pe01.350ecermak.il.ibone.comcast.net
 [68.86.86.162]
  7    72 ms    64 ms    79 ms  208.178.58.61
  8     *        *        *     Request timed out.
  9   114 ms    97 ms   101 ms  border1.ge4-1-bbnet2.ext1a.dal.pnap.net [216.52.
191.84]
 10   103 ms    44 ms    48 ms  c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

 

&

 

traceroute to 74.91.114.168 (74.91.114.168) ,30 hops max,40 byte packet
1 67.191.152.1 (67.191.152.1) 110. 0 ms 40. 0 ms 10. 0 ms
2 68.85.91.237 (68.85.91.237) <10.0 ms 10. 0 ms 50. 0 ms
3 68.86.106.61 (68.86.106.61) 40. 0 ms 10. 0 ms 20. 0 ms
4 68.86.92.241 (68.86.92.241) 80. 0 ms 30. 0 ms 60. 0 ms
5 68.86.86.162 (68.86.86.162) 40. 0 ms 30. 0 ms 60. 0 ms
6 208.178.58.61 (208.178.58.61) 40. 0 ms 30. 0 ms 60. 0 ms
7 208.51.41.58 (208.51.41.58) 40. 0 ms * 50. 0 ms
8 216.52.191.84 (216.52.191.84) 40. 0 ms 40. 0 ms 50. 0 ms
9 74.91.114.168 (74.91.114.168) 70. 0 ms 40. 0 ms 60. 0 ms
Traceroute Complete.

 

As far as I can tell things are peachy when I ran these.  I will post another set when the issue happens.


By the way, thank you for your help and interest in this.

Posted by
Contributor

Message 16 of 23
13,406 Views

Another result a few minutes later resulted in this.

 


Tracing route to c-74-91-114-168.internap-dallas.nfoservers.com [74.91.114.168]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    10 ms     9 ms    12 ms  xe-11-0-0-0-sur01.a3atlanta.ga.atlanta.comcast.n
et [68.85.91.237]
  4    10 ms     9 ms     9 ms  xe-1-0-1-0-ar01.d1stonemtn.ga.atlanta.comcast.ne
t [68.86.106.61]
  5    36 ms    33 ms    35 ms  pos-2-13-0-0-cr01.350ecermak.il.ibone.comcast.ne
t [68.86.92.241]
  6    31 ms    46 ms    33 ms  pos-1-4-0-0-pe01.350ecermak.il.ibone.comcast.net
 [68.86.86.162]
  7    45 ms    63 ms    36 ms  208.178.58.61
  8     *        *        *     Request timed out.
  9    47 ms    81 ms    45 ms  border1.ge4-1-bbnet2.ext1a.dal.pnap.net [216.52.
191.84]
 10    46 ms    54 ms    45 ms  c-74-91-114-168.internap-dallas.nfoservers.com [
74.91.114.168]

Trace complete.

 

So the first hop from my modem timed out here as well.

Posted by
Problem Solver

Message 17 of 23
13,403 Views

SM......

My guess is that the "time outs" are simply the servers' programmed response to reject/ignore ICMP traffic...

Not at all uncommon.....

Your other latency checks don't appear abnormally high.....

EG or someone else can probably shed more light on this.....

Good luck.....and Happy Holidays!

Posted by
Contributor

Message 18 of 23
13,399 Views

Thanks.  These were all ran with a normal/good connection.  Still waiting for another episode to post that info. 

Posted by
Contributor

Message 19 of 23
13,337 Views

Ok just had another really bad episode.  Here are some pings and traceroutes as compared to above.

 

PING 74.91.114.168 ( 74.91.114.168 ) : 56 data bytes
64 bytes from 74.91.114.168: icmp_seq=0, ttl=117 times=50. ms
64 bytes from 74.91.114.168: icmp_seq=1, ttl=117 times=130. ms
64 bytes from 74.91.114.168: icmp_seq=2, ttl=117 times=440. ms
Request timed out.
Request timed out.
Request timed out.
64 bytes from 74.91.114.168: icmp_seq=6, ttl=117 times=90. ms
64 bytes from 74.91.114.168: icmp_seq=7, ttl=117 times=120. ms
64 bytes from 74.91.114.168: icmp_seq=8, ttl=117 times=350. ms
64 bytes from 74.91.114.168: icmp_seq=9, ttl=117 times=120. ms
--- 74.91.114.168 ping statistics ---
packets transmitted = 10 , packets received = 7 packet loss = 30%
round-trip min/avg/max = 50/185/440

 

traceroute to 74.91.114.168 (74.91.114.168) ,30 hops max,40 byte packet
1 67.191.152.1 (67.191.152.1) 400. 0 ms 210. 0 ms 180. 0 ms
2 68.85.91.237 (68.85.91.237) 90. 0 ms 520. 0 ms 10. 0 ms
3 68.86.106.61 (68.86.106.61) 100. 0 ms 90. 0 ms 40. 0 ms
4 68.86.92.241 (68.86.92.241) 100. 0 ms 270. 0 ms 80. 0 ms
5 68.86.86.162 (68.86.86.162) 100. 0 ms 90. 0 ms 210. 0 ms
6 216.52.191.84 (216.52.191.84) 250. 0 ms 150. 0 ms *
7 74.91.114.168 (74.91.114.168) 740. 0 ms * 60. 0 ms
Traceroute Complete.

 

So frustrating....


Posted by
Visitor
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 Posting replies is the best way to get involved.

Message 20 of 23
13,314 Views

I've noticed this as well.

 

For about the past month my netflix won't stream at HD quality anymore. I used to get all 4 bars and HD, now I'm lucky to get 3 bars. My data transfer rate and online gaming is just fine, which leads me to suspect that connections to netflix are being throttled.

 

I'm paying for 20 megs, I need to be getting 20 megs on EVERYTHING.

Posted by
Frequent Visitor

Message 21 of 23
13,284 Views

i dont have no problems with my netflix i get HD no problems in two rooms ill be watching netflix on my xbox 360 & my son in hes room be watching netflix on hes bluray player and there both wireless too & ill be on my laptop & my wife be on her laptop also & 2 iPhone's which is connected to my wifi also & works great .

 

I do have Blast! internet speed & a Motorola SBG6580 Gateway modem which is an A,B,G & N router works great

Posted by
Visitor
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 Posting replies is the best way to get involved.

Message 22 of 23
10,183 Views

I don't know about you guys, but the packet jitter looks really bad, even for a connection to the outside web. This can cause streaming and quality problems, most notably with VoIP applications but also with various streaming purposes such as- you guessed it- Netflix.

 

While your ping times overall aren't horrible, the variation in delay between packets can really mess up streaming bad. I also have been having this problem with most streaming applications on Comcast recently. I hope it clears up soon.

Posted by
Connection Expert

Message 23 of 23
10,172 Views

Year old thread closed.




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