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Aspiring Contributor
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Message 1 of 30

Broadband BT TV terrible buffering

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I have BT broadband & BT TV - the latter was working fine until 2 months ago . At the time I saw some Openreach engineers working on the box outside . Now coincidentally I can’t get catch up for any channel - BBC iPlayer / ITV hub etc after 8pm -they buffer every 45 seconds or so . I can get them with no problems during the day & I can get Netflix anytime . I’ve had 2 engineers , a new router, a new BT box & new extender cables . We can watch catch up on our laptop at any time . BT say we have good download speeds. BT offline - who are now dealing with this - say the only thing they can do is send a new box . They blame Freeview saying on demand is provided by the TV aerial . Freeview say otherwise . I’m at a loss . I’m new to this so many thanks.
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Sage
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Message 2 of 30

Re: Broadband BT TV terrible buffering

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Go HERE and run a speed test, when the first test completes click on Further Diagnostics and post a screenshot of the result.

Repeat the test again this evening when the problem starts.

Which exchange are you connected to?

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Aspiring Contributor
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Message 3 of 30

Re: Broadband BT TV terrible buffering

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Sorry ! I’m new to this . Will run the test as suggested - thank you so much - and will post the results . I’m not sure re the exchange? Is this regional ?
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Sage
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Message 4 of 30

Re: Broadband BT TV terrible buffering

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Enter your phone number HERE, it will tell you which exchange you are on.

Don't forget we want a speed test from now whilst your connection is good then one when bad.

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Aspiring Contributor
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Message 5 of 30

Re: Broadband BT TV terrible buffering

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Hiya I struggled pasting a screenshot but here are the results: 

Download speed (Mbps) 313.35

Upoald speed (Mbps) 16.62

Ping latency (ms) 74.38

Exchange Kenilworth cabinet 3

Sorry to be a Luddite here. Will take reading after 8. It's now 17.33. Thanks once again. 

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Sage
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Message 6 of 30

Re: Broadband BT TV terrible buffering

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To upload a screenshot

2018-07-11 14_54_38-Reply to Message - BT Community.png

Click on photos and either drag and drop or browse to the screen shot.

Avoid using chrome or firefox for the next speed test as they give erroneous results. Use IE/Edge or safari instead.

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Aspiring Contributor
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Message 7 of 30

Re: Broadband BT TV terrible buffering

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Thank you ! I have to leave this now. I’ll definitely do this on Tuesday - first in the afternoon & then in the evening . I’m so grateful & apologies for my basic questions . I’ll use IE rather than Chrome which I used for this test . Regards
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Sage
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Message 8 of 30

Re: Broadband BT TV terrible buffering

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No need to apologise, one of us will be here to advise you.

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Aspiring Contributor
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Message 9 of 30

Re: Broadband BT TV terrible buffering

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Hi there 

I'm probably being dim but I can't, for the life of me, get the screenshot onto this reply. So, here are Sunday mornings readings from the BT Wholesale Broadband Performance Test run on IE: 

Download speed (mbps): 76.81

Upload speed (mbps): 14.31

Ping Latency (ms): 129.75

I'll let you have the post-8pm speed on Tuesday evening. 

Thanks so much and hope this is useful. 

Regards

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Aspiring Contributor
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Message 10 of 30

Re: Broadband BT TV terrible buffering

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Hello so here are all of the results:

As I said on Sunday 29/7

"Hi there 
 

I'm probably being dim but I can't, for the life of me, get the screenshot onto this reply. So, here are Sunday mornings readings from the BT Wholesale Broadband Performance Test run on IE: 

Download speed (mbps): 76.81

Upload speed (mbps): 14.31

Ping Latency (ms): 129.75

I'll let you have the post-8pm speed on Tuesday evening. 

Thanks so much and hope this is useful. 

Regards"

 Here are the readings from the BT Wholesale Broadband Performance Test run on IE at 19.15 on Tuesday evening 31/7:

Download speed (mbps) - 76.96

Upload speed (mbps) - 15.69

Ping latency (ms) - 21.25

Ive sucessfully watched programmes on catch up with no buffering during the day.  Just tried to watch something on BBC iPlayer and buffering every minutes. BT have sent (another) new box.  I've not set it up yet. 

Your advice and help would be much appreciated. 

Regards and thank you. 

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