Serious Xbox One Lag when on Netflix

[Eyebaws]

@dubstepzombie 

Unfortunately not bud 

[dubstepzombie]

@Eyebaws 

Ok yeah that's a totally useless ping for gaming and also showing a good ping with no streaming, seems you're suffering from this problem. I wonder if the fix hasn't been applied correctly ?

[joo1]

Just had another call from the liason officer from bt - very rude man just doesn't let you say a word really which is very strange.

He then went onto tell me the investigation is still on-going because they can't find the problem.

I sent him the trace routes he asked from me last week and he's just said to me a bit of co-operation would be nice..

I've only wasted idk how many minutes on the phone to them for the past month, had 3 engineer visits, had multiple emails and discussions on this thread, sent two trace routes last week, done idk how many tests for them shutting certain devices down etc..and he wants some co-operation? Am I missing something?

I literally just said to him give me a call when you have more information and something has been done to try and fix the problem and I will put it to the test. I'm genuinely mind blown every time I talk to a member from BT. 

zzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzzz

[Reckless11]

Once again, my connection has been 'fixed' after getting in touch and am once again pinging consistently low.  So low in fact that my WI-FI is even remaining in the 12-18ms range over the course of a 30 minute PingPlotter, whilst my Wired is back to 12-13ms with only 1 ping above 15ms in 30 minutes.

Just like before, the 'Fix' that gets applied for me works....And lets hope this time it remains rather than reverts.

If it does perform badly again it would lead me to believe that the problem is caused by the routing of different dynamic IP addresses we are given. I know already that these can give Geolocation issues within certain games, I know for example when I have been given an IP Geolocating from Glasgow and Reading, i've been connected to two different servers as a result.  I notice right now that the Geolocation for my IP address is correctly showihg where i live.....Whereas last week, it was a few hundred miles away. 

I'll keep a check on this to see whether or not the problem returns when my IP changes.

[joo1]

Received this today from the very rude, vulgar liason officer..

''As we’ve already taken all of the steps we could to investigate your complaint, there’s nothing more we can say. We’ll keep adding notes to your account of anything you’d like to say to us, so your complaint record is up to date, but we won’t respond again''

Pretty shocking if you ask me.. yesterday I was told the investigation is still on-going as they can't yet put a finger on why i'm having the same netflix issues as others in this thread when using different equipment.. less than 24 hours later i've been told nothing can be done and a letter is being sent out on the final decision that has been made.

I've been with BT for over seven years and this is how they treat their customers.. all because they don't have any idea how to fix it. Absolutely disgusting customer service and I will take this further.

If any admin or mod wants to reach out to me feel free because this is unbelievable.

[dubstepzombie]

@joo1 

Are you checking your ping on a regular basis ? I was told the same at the time, as in, sorry pal you've got a good speed, there's nothing we can do, even though I was pressing for being able to exit without fees, my complaint was closed without any explanation as well.

I can't remember the timings but from checking late one evening I saw changes happening to my route, the following day my ping issues were sorted, my whole connection became snappy in comparison to the previous day.

Also are you sure you've got a stable ping with no streaming happening ?

[joo1]

Hey mate,

Its a tricky one really... since we realised netflix is the problem im not playing anymore unless I know netflix won't be used at all.. as you know the last thing you want is to be in a game of fut champs and someone boots up John Wick and boom.. you get throttled.

I asked him on the phone yesterday to let me know when things have been implemented so I could put things to the test.. but like I said the guy dealing with my case has literally been nothing but rude from the first moment I spoke to him so its a little difficult to engage in conversation. Its either his way or the highway..

I know when streaming my connection gets throttled yes.. what I don't know is if anything has been done yet so I can try it out.

Is there anything you can suggest? Im at a loss really dunno what else to do..

[Keith_Beddoe]

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@joo1 wrote:

Hey mate,

Its a tricky one really... since we realised netflix is the problem im not playing anymore unless I know netflix won't be used at all.. as you know the last thing you want is to be in a game of fut champs and someone boots up John Wick and boom.. you get throttled.

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Its not a case of being throttled, its simply that streaming content VOD (Video On Demand), wherever it comes from, is given higher priority over the network, so low priority applications like gaming, will suffer from latency. 

If you have BT YouView, you will probably notice that any extra subscription channels, do not have the same effect, as they are delivered differently.

Netflix presents a very  heavy load on the network, more than other streaming content, because of the way it pre-fetches a lot of content before and during a session, to ensure that people get an instant response, and no buffering.

As more ISPs abandon other distribution methods like satellite, the problem is going to affect everyone.

[joo1]

Yeah you're spot on.. I worded it a little wrong but you know what I meant.

Rather than look at it individually they need to try and tackle this as a collective.. But they have no idea how to fix it.

[Keith_Beddoe]

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@joo1 wrote:

Yeah you're spot on.. I worded it a little wrong but you know what I meant.

Rather than look at it individually they need to try and tackle this as a collective.. But they have no idea how to fix it.

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I doubt that there is a solution that will suit everyone. A quick fix would be to move you onto a less congested Virtual Path, which has been done, but in the end they are all going to get congested as more on-demand content becomes available. I think most of the issues that people reported, started in December 2018, when there was a large uptake of streaming services prior to Christmas.

The problem is likely to be worse on FTTC  than on ADSL connections owing to the fact you are sharing an optical fibre link back to the exchange, with many other users. High speed connection are being heavily promoted so that Value Added Content can be sold, as that is how ISPs make their money.

Signing up for a higher speed, is not going to improve latency, as the two are not related, which is something people do not realise. A slower speed ADSL connection can have much lower latency, owing to its better connectivity to the core network. Unfortunately ADSL is not being promoted, where FTTC or FTTP is available.

The answer as you have said, it to avoid using any program which required low latency, while streaming media. Your connection however, should support multiple streaming connections, right up to your full bandwidth. If you were being throttled, this would not be the case.

Of course a high error rate on your broadband connection will also cause issues because it will force data re-transmissions, which is why that is one of the first things that is checked when a complaint is raised.