Serious Xbox One Lag when on Netflix

[JMcKoen]

Basically for the past few weeks I’ve been having pretty bad issues while trying to play online on my Xbox One while someone in the house is streaming on Netflix, I’ve contacted BT several times and they always say my line is OK and they need to send an engineer out (which they’ve done multiple times and nothing has changed). 

I accept the fact that Netflix uses a lot of bandwidth but I know people with far lower speeds then me and they have no problem streaming on multiple devices while playing on a console.

I have currently Superfast Fibre Plus which states “Perfect for streaming, gaming, watching and downloading in HD on multiple devices” and that’s just not the case at the minute.

I have the Smart Hub 2, tried a TP Link Router , tried DMZ, Port Forwarding and turning off Smart Setup and I’ve run out of ideas now, hoping somebody on here can help me.

My Xbox One is wired and when I do a speed test I’m getting 57mbs download and 19mbs upload.

[pnj166]

Hi @JohnC2 i have the exact same problem! Are you able to help me out?

Thanks

[DavidM]

Hi @pnj166,

Welcome and thanks for posting. I'll be happy to take a look at this for you. I've sent you a Private message explaining how you can contact the forum moderation team. <br>Check here: https://community.bt.com/t5/notes/privatenotespage<br>

Cheers

David

[joo1]

Hey @JMcKoen We all have this issue too.

I think a few are using different equipment and some cases are a little different but this is a well known problem with BT and unfortunately they don't seem to know how to fix it.

I'm meant to be contacted by someone this week but haven't heard anything yet.

It's just mental that in 2019 we're still having problems like this without a fix. 

“Perfect for streaming, gaming, watching and downloading in HD on multiple devices” - This is just laughable. Couldn't be any more opposite.

"Perfect for browing the web, checking emails & mobile. If you boot up netflix then you will have to ration out your internet as it will throttle your speeds and we don't have a fix" should be more like it.

[dubstepzombie]

@JMcKoen 

"I accept the fact that Netflix uses a lot of bandwidth" - no it doesn't use that much bandwidth compared to your  overall speed

HD Video  (1080p) 4 to 8 Mbps

4K Video 15 to 25Mbps, upto 35Mbps for HDR with 5.1 surround

Obviously all depending on where it's being streamed from / what compression technology is being used. So at the very most Netflix could only be using just over half of your overall bandwidth and loads less if it's just a HD stream.

I was hitting 100 to 200 ms pings just from changing tracks on a music streaming service which typically gets data at 500KB/s - 4 Mbps

There is a fix out there, I've had my connection fixed and I believe others have as well, the problem is that pings / latency can be cause by other factors and not just this specific issue but it sounds like you've tried all options of trying to resolve it yourself and as others have found it's not an internal fault with your network.

I'd speculate this problem is wide spread, the tricky bit is recognising the problem seeing as in reality it's not obvious what's going on apart from online gaming lag caused by 'something'.

[Eyebaws]

This is mine after the fix... Unfortunately no difference whatsoever.

Not hard to notice the exact point I switched streaming off. 

[cowo8]

@DavidM 

any chance i can receive a PM? recently received a new router at no cost, as well as money off my bill. the issue remains, even though live chat stated that this would 'certainly' resolve my issue 😛 if there's a fix, sounds much easier for both me and BT to just go for that rather than keep sending me new routers and money off my bill

[dubstepzombie]

Don't waste your time with 'live chat', when I had this issue I used live chat, I was told it's a "modulation problem" and they knew exactly what the problem was, they was 100% sure it'll be fixed. They was going to send an engineer out to fix it, of course when I actually rang BT some days later they had no record of any one being sent out to the exchange or any record of me having a fault.

You could skip back a few pages, find a mod and PM them directly, I'm finding it hard to keep track of who's had a fix and hasn't and new posters, the mods are probably having the same headache of figuring this out.

[dubstepzombie]

@Eyebaws 

I can't see the max y scale value of the ping graph, is it 20 or 200 ? if it was 20 then I'd say you've got a good ping.

[pnj166]

@dubstepzombie ah! that was exactly what they said to me - he said he booked the engineer out to my exchange but it was so fast in a reply i had doubts how he could even have scheduled it so fast. below is the message i received from Live Chat.

we will be sending engineers who would do some modifications on the exchange. On the cabinet there is a gadget called D-SLAM on that there are separate circuits, we will modify the one from where you are getting the connection which will improve the speed
 however after 48 hrs i.e on Friday afternoon please do a hard reset of the hub