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Problems streaming Netflix & Amazon Prime movies

pbergeron37

Hello,

I have a Blu-Ray player through which I can stream movies from Netflix and Amazon.

I have been using this for over a year. Occasionally I would get messages saying bandwidth

too low... but it would usually come back.

For the past two months this has been very problematic.

I will often completely lose connection to the internet (where Netflix or Amazon doesn't give a low bandwidth

message, just blacks out).

I thought this might be a wireless issue so last week I hard-wired the blu-ray player to the Actiontec modem

via Ethernet.

This has not helped.

I called Amazon and they have the ability to look at errors and bandwidth of individual users.

They looked at the movie I last watched and saw no errors but they said the Bandwidth keeps

dropping off (at times completely) as if my connection is getting buffered somehow (perhaps

a limitation of the set top box).

I've run Verizon's Speed test and it comes up fine.

I read another post where the user said they would periodically lose all internet connectivity when streaming Netflix.

Should I be requesting an updated set top box?

Comments

armond_in_nj1

@pbergeron37 wrote:
Hello,
I have a Blu-Ray player ... I have been using this for over a year ... I will often completely lose connection ... I thought this might be a wireless issue so last week I hard-wired the blu-ray player to the Actiontec ... This has not helped ... Should I be requesting an updated set top box?

Your Blu-Ray player is not affected by your STB, although when you connect wirelessly the Actiontec is obviously a possible culprit. The same is true when you connect wired to the Actiontec, and that's certainly a possible offender. Both the Blu-Ray and the STB are network clients on your home network and act independently (within certain limits such as IP assignments, etc.).

You need to investigate where the bandwidth issue arises, and one of the first issues to address (after the router) is your Internet connection speed. What is your subscription? It's possible (if somewhat unlikely) that your speed is too low and results in the buffering issue.

Also, please describe your wiring layout (completely), as well as the types of connections between and among all devices. What is the router model, the STB model, etc.? This helps the analysis.

Hubrisnxs

on lower tier'd speed plans, if you have another user watching netflix (streaming movies/music in general) or another pc doing torrenting or big downloads, it will affect your blu ray performance.

so make sure you have very little network traffic in your house going on, while you are doing this testing, and then introduce normal every day elements in, to see what is causing it.

pbergeron37

Hello Armond,

My FIOS is 15/5 (15Mbs Download 15Mbs Upload)

Every speed test I have done is approximately 25\5.

My router is an Actiontec MI424-WR Rev F.

The router connects to the Verizon "Back-up" unit via 3ft coax.

The "Back-up" unit has a 3ft coax to Verizon "box" outside.

My main STB is a Motorola QIP7232 2 (this is the one I primarily use and have been trouble shooting)

I now have an Ethernet from port 4 of my router to the Ethernet connection on my Blu Ray player (Panasonic DMP-BDT210).

The cable is 40ft.

My 2nd STB is a Motorola HD QIP 7100 1

This uses a wireless connection to the router.

My desktop PC connects to port 1 of the router.

I also have a laptop with a wireless connection.

Last night when this problem last occurred I don't believe there was "much" activity on any of the items other than the Blu-Ray but I did not verify.

One reason I suspect some sort of packet overload condition on the router is because prior to connecting

the blu ray via Ethernet I had a wireless connection. With the wireless I would frequently get messages from

Netflix or Amazon that it was "testing connection speed" and it would either start playing again or keep trying

until I gave up and stopped it.

With the Ethernet it now appears to completely disconnect (Netflix or Amazon blacks out with no connection or warning).

I did not check to see (which I will next time) what the state of other internet connections are when this occurs).

The Amazon tech told me he could see an almost repeatable amount of time where the BW drops then picks up

and then the eventual "total loss" of bandwidth.

Thanks for the suggestions.

pbergeron37

Thanks fot the suggestion. Will make sure to check other activity next time this occurs.

Any idea what bandwidth is required to stream an HD or Standard movie if "nothing" else was going on?

xfactor

you can play with slow start up, and SD and possible buffering with as little as 500 to 1.5 mbs.

Without buffering and HD? 3 mb should be absulute minimum and usually, 7 -10 preferably.

armond_in_nj1

@pbergeron37 wrote:
... FIOS is 15/5 (15Mbs Download 15 [sic] Mbs Upload)
... router is an Actiontec MI424-WR Rev F.
... have an Ethernet from port 4 of my router to the Ethernet connection on my Blu Ray player ...
... 2nd STB is a Motorola HD QIP 7100 1 ... This uses a wireless connection to the router [?] ...
I've marked your reply with a question mark, so let's go there first. As far as I'm aware, the 7100 STB cannot connect wirelessly to the router or elsewhere, and in fact should be connected via coax, perhaps through a splitter, to the ONT ("outside box"). The connection may pass through your battery backup device depending upon model supplied. This applies to both STBs and the router, with all three devices typically running off a VZ-supplied splitter. I assume that this is just a slight error in your reply. If there is a wireless STB, I'm not aware of it.

Based upon what you've written, I suspect a cabling issue. I'm including all cables between display devices and STBs, between display devices and the Blu-Ray player itself (very suspicious), and perhaps all coax cables and fittings, including connections at the splitter(s). The STBs do not enter into the equation because they're not used to stream online content. The router is not in the equation because you've eliminated the wireless Blu-Ray connection. That just leaves the TV itself and the Blu-Ray (which at least for the present we assume is working). In fact the Blu-Ray player may not be operating properly, but I'm not sure how one tests that hypothesis in your network.

Take a careful look at all the cables, and try disconnecting and carefully reconnecting your devices, looking carefully at all components as you go along. Usually in situations like this, the answer is not the devices themselves but how they're connected to each other.

armond_in_nj1

@armond_in_nj wrote:
@pbergeron37 wrote:
... router is an Actiontec MI424-WR Rev F ...
... have an Ethernet from port 4 of my router to the Ethernet connection on my Blu Ray player ...
... The router is not in the equation because you've eliminated the wireless Blu-Ray connection ...
Obviously my statement here is not exactly correct. I should have specified that the wireless function of the router is not involved. However the router itself could indeed be faulty, as I mentioned in an earlier post in this thread. Yet since you have indicated that your other Internet devices are functioning properly, it still seems to hinge on either the cable setup, or the Blu-ray player itself.

walt178

pbergeron37

If you haven't already, try streaming Amazon onto your notebook. Wireless. If that works, the problem will be the Blu-Ray. I'm ignoring the cable to the TV because that would not cause the connectivity problem you are having.

If you can't stream to either of your computers, that would imply the router or input to the router (cable or signal) is the cause.

pbergeron37

Hi,

>As far as I'm aware, the 7100 STB cannot connect wirelessly to the router or elsewhere, and in fact should be connected

>via coax,

You are correct, it is connected via coax. I meant to say I have another BluRay player connected to this STB which

is wirelessly connected to the router.

I experience the same poor connectivity issues with this BluRay but since it is upstairs and the router

downstairs I'm not so surprised.

I've tightened all my coax connections (inside and outdoors) and will see how it goes this weekend.

If the issue occurs again I'll switch to my PC (ethernet to router) and see if the issue is there as well.

Thanks for the suggestions.

pbergeron37

Hello,

You are correct (and I don't mind being corrected)

>>Not to be a pest, but your Blu-Ray is NOT connected to the STB. It's connected to the display device and usually by >>HDMI.

Also, based on what happened yesterday I am suspecting this is not a "local" hardware issue (router, connections, streaming units...).

I think it is either a Verizon BW or Streaming Service BW issue.

Around 6pm Satuday I was watching a streamed HD movie from Amazon (connected via CAT 5). My kids were

simultaneously watching a streaming Netflix movie on the wireless setup (Blu-Ray player to TV).

Neither of us had any problems with buffereing for the 2hours we were simultaneously viewing...

My kids then shut off their blu-ray unit and left. 20 minutes later my HD movie finished and I started wathing

a standard definition movie on Amazon. By now it was just after 8pm. Thirty minutes in to the movie

I had major buffering problems (movie kept pausing every 10s or so) for 10 minutes at which time I gave up.

During the week I see similar behavior where there are no issues say between 3 and 5pm but after maybe 6 or 7pm that problems occur.

As I stated originally, I spoke with Amazon about this issue and they can look at the history of movies I've watched

and can tell if any issues are on their end or the users end. They told me they were seeing buffering

on my end for the last movie I had experienced problems with.

Now I thought FIOS was not BW limited the way cable is. Is it possible that FIOS slows down in heavy useage areas?

Next time this occurs I'll immediately do a BW test but those tests don't seem to last long enough to test for

"fluctuating" BW?

munkigrrl

I'm very interested in this thread as I'm having the exact same issues. I've got an internet ready LG TV with a direct ethernet connection to the Actiontec router. In the past few weeks I've suddenly been getting awful buffering and dropping out many times during Amazon streaming shows. And it is happening during 'prime time' (6-9pm)

Amazon told me the same thing--that my records show excellent bandwidth streaming with sudden complete drops. The tech said it looked like the provider was using some sort of Speed Burst that was dumping a ton of data and then 'resting' before sending the next packet--obviously not what one wants for Streaming unless a huge amount is pre-buffered.

I recently upgraded to the fastest FIOS they were offering in my area, which I think issomething like 50/30 and certainly should be fast enough for an HD video.

I'm puzzled since everything was behaving beautifully until a couple of weeks ago, and Amazon even saw the same thing--recent drop outs.

I assume it is Verizon but they are impossible to get hold of and when you do, it is rare to get a tech who understands and can diagnose the issue, so any input you all have would be great. I don't know of any way to adjust the HD streaming of Amazon to either increase the buffering or lower the transfer rate (which Hulu does let you do), and I hate to have to switch to SD after bothering to pay for all the HD stuff.

GGA1

I am also having very similar problems.

At about 7pm I log into Amazon streaming via Sony S790 bluray player. I have 35mps Fios and the system is hardwired. Connection speed at log in is 15mps. I choose the program I want to stream. Initial speed is still 15mps. After about 1 minute you can watch the speed drop from 15mps to 0.5mps in about 30 seconds. I then get a message to contact my ISP because of the low speed. After about 2 minutes the streaming resumes for about 30 seconds and the whole cycle repeats.

If I watch a couple hours later, 9pm, speeds are now 35mps and there are no problems.

This is has happened two nights in a row. Previously there were never any issues.

Clearly Verizon is doing something to the bandwidth. I live in a small community and I do not think there are many Fios users in the area.

I tried contacting Verizon support via phone and chat but the system is impenetrable and is designed not to allow contact.

GGA1

The loss of streaming happened again last night. Here were the circumstances:

Started watching Amazon at 5:30pm (PST), 15mps. Worked fine until 6:58 when speed went downt to 2mps, streaming paused, message to contact ISP. Streaming resumed after about 1 minute. This happened three times in row. Then speed went to 25mps and I had no further problems.

Clearly Verizon Fios is screwing with the speed. I would call them to see if it is a neighborhood problem but I have not found it possible to get through their impenetrable customer "support" system.

Gdaymate

I'm having exactly the same problems with a wireless Samsung TV and Samsung won't touch the problem ("talk to you ISP.")

I did, and upgraded my old Rev A Actiontek router to a Rev I. At the same time I got a good deal from Verizon and upgraded my speed from 25/15 to 50/25.

Guess what - still having problems with HBOgo and Pandora.

I have a mix of wireless devices hooked up to my router (3 computers, 3 printers, 2 DVD players) as well as 3 hard-wired set-top boxes and everything works fine except the Samsung TV.

I have run speed tests with all devices connected individually and collectivley and there is no loss of signal or performance regardless of how many devices are running.

Latest input from a Verizon tech was that I examine the spitters I have and maybe reduce the number. I did and I only have the one 5-way 7.5db splitter that Verizon installed and a 2-way unmarked splitter that I installed between the Verizon splitter and the Actiontek router. It's possible but I don't think this is the problem.

Any ideas??

walt178

Since I haven't experienced a problem with Amazon, I decided to do some testing.

Test #1 Simultaneously stream HD Amazon program on Blu-Ray; stream HD TV show from network site on desktop computer; stream SD TV show from network on laptop. All three shows ran fine. The SD program buffered for about 10 seconds when it started. Otherwise there was no buffering, pausing or any other indications of a problem.

Test #2 Stream YouTube HD videos on desktop computer. I ran this test because last night I noticed a problem with You Tube.

With music videos that have been out awhile, no problem. Even with an HD TV show streaming on the laptop.
With HD super bowl commercials, a LOT of buffering, and one even stopped completely. This occured repeatedly, even with no other activity on laptop or Blu-Ray. Sports videos also experienced buffering.
Return to music videos: no problem.
The same You Tube that displayed buffering problems last night ran without problem at 6 am this morning. But buffered this afternoon.

Based on the tests I have done, and prior observations, the only time I see buffering or pausing is with YouTube HD content that is highly popular. One possible cause is that the source servers are being taxed due to many users trying to view the same show at the same time. Which could explain why I don't see a problem on Amazon. I watch older shows.

Those who are experiencing problems might want to run some similar tests. Compare new/popular content to old content that is unlikely to be popular. If possible check your system in the early morning when the server loads will be lighter.

Another possibility is that the problem (or lack of) could be dependent on internet routing. It is unlikely we are all using the same path to get to Amazon. I'm in VA.

munkigrrl

Well, it can't just be new or popular content because I often watch older shows from a few years back and I get the same buffering problems. And even if it was too many viewers, it still wouldn't explain why my bandwidth drops completely to zero--I could understand slowing but complete stoppage? I'm really baffled. I'm also baffled as to the different kinds of issues we are seeing--no real common thread other than sporadic loss of download.

Hubrisnxs

Try taking a laptop to the same location, hook it up preferably to the ethernet cable and try to duplicate the problem. If it Plays flawlessly with a laptop, then you know it's the other device.

judyinthesky1

I to am having problems with streaming netflix.Seem like it is worse at night netflix keeps rebufering as much as every 30 seconds I have a samsung smart tv its about 30 feet from the router its a actiontec 1424. AT night when watching netflix our smart phones wont connect to the internet they are connected to our home network. I just got done with the live chat thing with Pavan I guess hes in India lol he tryed to get me to contact netflix for a solution.........what a joke then he ran a test said everything was good and it might be interferience from phone ect...then wanted me to unplug router to reset I said I have already done that several times.if I would have unpluged the router I would have lost my live chat and I waited for 30 min just to chat with him.......so I tell him im paying for 25/15 and im not getting that I told him I want a better router he told me their router was only good for 15 feet from the tv what a joke I said send me a n router net thing I know he transfered me to billing and the guy wanted 80 bucks for a n router what kind of service is that im so upset with verizon im ready to go back to cox long story I got transfered back to india and told him.......another guy..........that if he would just send me another router same one I have now I will be happy that will elimante a bad router and Ill go from there to switch or buy their 80 n router

Jim0

I am having the same problems people are describing here.. Netflix and Amazon HD used to stream well but in the last few weeks it has been seriously buffering or even stopping. It doesn't happen all the time, but it mostly happens during evening prime time.

I have 75/35 speeds so it's not that. speedtest consistenly shows those speeds and I don't have any problems with anything on the internet except streaming.

I actually replaced my Actiontec router with an MI424WR GigE Rev. I in hopes that was the problem. It made no difference.. so it's not the router.

I have coax to the Actiontec and then Cat 5e cable straight to my Panasonic BDT220 BluRay player for streaming. I also have a Sony BluRay and it shows the same problems.

I used to have the Cat 5e cable go through a gigabit switch before getting to the Panasonic (and it used to stream OK that way). Taking out the switch and running the cable straight between the Actiontec and the BluRay didn't fix the problem.

I admit I haven't had the stomach to go on hold with customer service yet.. usually it's faster for me to fix things myself.

I hope someone on this forum sorts out whatever happened.

TonyaD_VZ

munkigrrl,

We sent you a message on our private support board to assist you and we did not receive a response. Please repost the issue if you are still experiencing a problem so that we may assist you.

Thanks,

Tonya D.

Gdaymate

Not sure what that means - after I log in what comes up is a message saying "no private messages."

greenguy75

I am having tha same problem, but the problem occurred when we switched to Fios from Comcast. Ever since then we have been unable to stream Netflix without it crashing, or failing to connect. It is either one of two problems. It could be a compatibility problem with the wireless range extender, or Verizon is chopping the signal when the bandwidth reaches a certain level, whether it is mine, or based on a majority signal. We went with Fios because we wanted a stronger signal, but we ended up getting a weaker signal. One problem, is not just internet it is also when there are a combination of TV and internet signals going on at once. You might have two TV's on and one of them is streaming Netflix on a player, and another person is surfing the web. Fios should be able to handle this because Comcast with a lower mbps can. Maybe Netflix runs less efficient on Fios and uses up more bandwidth? Who knows? But the problem for me started the day we switched over to Fios.

ZrC1

Same problem here, just switched over from Comcast 50/10 package to Verizon 75/35. Speeds are better than whats rated on speedtest.net. But I get cut outs on the connection using Spotify, Netflix and Vudu. Now heres the big problem, its not wifi since my house is wired for ethernet. All PCs and TVs are wired and drop outs happen regardless of wired or wireless. Also this seems to happen more during the hours of 4-10pm. I'm debating just going back to Comcast and getting rid of this headache.

Gdaymate

Why oh why isn't someone from Verizon (tech support AND management) monitoring this thread and posting their thoughts/advise so all can read? I have stuck with Verizon thru all my problems because I have a work-around but I csn understand why there are a lot of upset people out there, some of whom are switching back to other suppliers. Verizon seems to have gotten too big to bother dealing with individual subscribers and their phillosophy seems to be to ignore a problem (or re-direct a user to their useless web-support) and it will go away.

anonFios

At least with Netflix, Verizon is intentionally allowing network congestion to build up resulting in lower quality streaming (while at the same time conviently promoting their Redbox Instant).

ericb2

Last night the Netflix streaming speed slowed all the way down to 1mbps, on a directly connected Roku box, making the program almost unwatchable. This makes me think I should go back to Comcast.

Namronorman

Hah, you got 1mbit? I think I've got that beat. 235kbit and re-buffering. 10:12PM ET.

http://i.imgur.com/B8wTUdz.png

mm112

No one should be surprised by any of the issues that were brought up on here. In case you did not know netflix, amazon and youtube all offer services that compete with what verizon has to offer so you should not be surprised by the fact that if you want to watch a movie that you have paid for to access on youtube, netflix or amazon that it will not stream as it should. This has been a major issue with tv companies who also offer on demand services or have teamed up with another company to stream content where time warner and comcast have also had issues where they were accused by their customers of intentionally slowing down their customer's ability to stream in order to get people to go with their services instead which by the way streamed flawlessly on those isps' networks.

Namronorman

@mm1 wrote:
No one should be surprised by any of the issues that were brought up on here. In case you did not know netflix, amazon and youtube all offer services that compete with what verizon has to offer so you should not be surprised by the fact that if you want to watch a movie that you have paid for to access on youtube, netflix or amazon that it will not stream as it should. This has been a major issue with tv companies who also offer on demand services or have teamed up with another company to stream content where time warner and comcast have also had issues where they were accused by their customers of intentionally slowing down their customer's ability to stream in order to get people to go with their services instead which by the way streamed flawlessly on those isps' networks.

What surprises me is that this started in May - the same month Verizon started to advertise their Redbox Instant service via their billing statements. Think about that one for a moment 🙂

Vikingtu

Verizon is not truthful concerning this Netflix issue. The bottom line for this issue is Verizon is not interested in the reception of Netflix or any other internet based system because those companies are competitors in this business. I would venture to say that if Verizon purchased Netflix the issues would suddenly vanish as quickly as they appeared.

I am very disappointed in Verizon and the way they are conduction business. This clearly shows that the customer is unimportant. Having written that Verizon must consider that there has never been a company that is immune to the wrath of the consumer.

I prefer to stay with Verizon but I am investigation my options.

VUser50

Streaming in HD right now! So excited and scared to close the tab.

Hipbiker

Just switched to FIOS from cablevision, was getting 1080p all the time with netflix, now I can get 1080p at 6AM on FIOS, but in the evening after 4PM I rarely get anything over 480, and 3D does not even play.

This is horrible, for me the only reason I would need anything over 1MBs would be for streaming movies, and that is the only thing that does not work.

If verizon does not lift the traffic filtering/bottleneck to Netflix I will have to go back to Cable.

Hubrisnxs

If you're wired, then you shouldn't see any kind of buffering at all.

If you're wireless then you're probably seeing wireless interference as the root cause of your problem, and if that's the case, then you should download Verizon's In home agent. It has a wireless Diagnostic utility that scans and adjusts your router settings for you, and does a very good job at correcting wifi problems. Download that at www.verizon.com/connect.

Also this is semi breaking news and you might find it interesting

Netflix signs streaming traffic deal with Verizon

Just months after signing a similar deal with Comcast, Netflix has reached an agreement to provide a direct connection from the video service to broadband customers.

This article details the technical aspect of it, pretty interesting read if you're into that sort of stuff.

ract

@Hubrisnxs wrote:
If you're wired, then you shouldn't see any kind of buffering at all.

Fully agree. I switched from wireless to MOCA and it made all the difference in the world. No problems since then, including HD shows. However, I only subscribe to Amazon.

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