Disney plus buffering, also Now TV

[Ojustaboo]

Hi.

Sky Q box has cat 6 cable to the Sky Router.

PS5 also has cat 6 cable.

Download speeds are fine, if I check now on my iPad, Down is 71.89 Mbps, Up is 18.61 Mbps.

I have YouTube premium and watch loads of it from the YouTube app on the Sky Q box, never had a problem.

Watching Netflix from Q box, I experienced my first buffering a couple of days ago, only once for a second, been fine since.

Last month I got Disney plus through Sky, so far only watch Family Guy, American Dad, Bobs Burgers and The Simpsons, I haven't managed to watch any of them without some buffering.

It can be fine for 10 mins, then a weird buffering where part of the screen freezes, then I get another part trying and failing to play, see pics. This happened for 1 to 2 seconds then it's fine for another t to 10 mins.

Daughter visited a couple of weeks ago, put her Now TV on my PS5 so she could watch F1.  I didn't watch it but she tells me it didn't play smoothly like when she's home.

Not got a clue what's causing it, I mention the Netflix one off buffering because I worry it's about to get worse like my Disney plus.

Can browse web fine, download fine, watch catchup etc fine on Sky.

Online gaming is usually perfect although in the past month been thrown off a few times and unable to get back in forv30 odd mins, when the games servers are up and no one else is reporting any problems (both game servers and Sky customers)

Help greatly appreciated.

Here are the statistics and example pics, hmm a lot of collisions on my Lan, wonder why

Thanks

[Chrisee]

@Ojustaboo nothing apparently wrong with the feed to the router which is running a smidge under 80Mb/s down and 20Mb/s up which are the maximum for Superfast. You Tube uses rate adaptive streaming (resolution drops during rather than buffering) as does Netflix so they tend to be more resiliant to data issues. I dont think Disney or Now TV do so as they  have minimal buffers you will get issues with streaming if jitter is high. If both the PS5 and Q box are directly connected by ethernet that should not introduce jitter - wifi or powerline can so if thosecare in the link that could be the issue.

While there can be jitter on the feed it is pretty unusual so that leaves the hub. When you are streaming is there other people using the hub at the sametime. Sky hubs do not have any QOS to prioritise time sensitive data and can slow down if dealing with multiple devices simultaenously.  

[Ojustaboo]

Thanks Chrisee

While we both have phones and tablets connected wirelessly, this happens when we are both watching Disney and not using them.

[Ojustaboo]

@Chrisee 

Sorry to keep asking, just to clarify, do you think I need a replacement hub?

many thanks

[Chrisee]

@Ojustaboo getting jitter over direct ethernet is unusual, my idea was if you had multiple heavy users on the network that could be the cause but from what you say you dont. There is no indication the hub is the cause as other devices work properly but asking Sky to swap it out would definitely excude that as a cause. 

If that is eliminated I think  I am out of ideas @TimmyBGood or @jamesn123 any ideas?

[jamesn123]

@Chrisee @Ojustaboo 

There is a lot of collision packets on the LAN, it makes me think there is an issue with connecting the Q box via ethernet

[Ojustaboo]

Thanks @jamesn123 @Chrisee 

I've phoned Sky, their automated service ran a check and informs me there is a problem with my in home connection and tells me to go to http://Sky.com/connection

On the website I click on the Test my service and everything passes fine.

I phone again and again I'm told there's a problem with my in home connection.........

I go to the site,  click on "connecting devices to your sky broadband " then on "games console" then on "PlayStation 5" and mines correctly set up.

I go back then select "Sky box" then Sky Q box" and I'm asked to go into " system, 0,0,1 select" "Network' and turn off both Wi-Fi bands. These were on, have now turned them off.

online test still passes fine, repeating phone call test still says I've a problem with my in home connection.......

I hang on the phone only to be told there's at least 45mins wait, at which point I hung up

[Chrisee]

@Ojustaboo thecwait is rarelybas long as posted firtunstely but I am escalating your postvsomSkybshould be in touch to offer you an online chat session through the forum look out for a chat button which should appear.

[Greenfingers001]

Thank you for escalating this. We have sent an invite to chat 🙂 

[Addie15]

Update-After not receiving further response on the chat in 48 hours, we are closing it down. Please get back to us if you need further help, so we can re-escalate this for you. Thanks.

[Ojustaboo]

I thought it was Wednesday afternoon I last spoke and had 48 hrs ?

[Ojustaboo]

@jamesn123 @Chrisee @Greenfingers001 @Addie15 

Would be nice to have a copy of the chat to refer to. 

From memory,

Sky ran line tests and all past.

I phoned Sky while talking in chat, it said there was a problem with my in home setup.

I've just this second phoned sky and their automated line test still tells me there's a problem with my in home setup.

I mentioned it was connected via a gigabit switch, Sky suggested trying wireless and directly (without switch) , and to get back to them.

I watched about an hour of Disney via  wireless  and it played fine, so I responded that as it's working wireless, I'm happy and won't bother with LAN test.

Then it happened again, and as the chat was still opened, I said this to them.

They got me to run I think it was a Network scan from within the Help section of the Q box which sends them a report, they checked the report and said my mesh was fine. 

They then asked for the software version on my mini box, it needed updating, but I did point out it's been in standby for over 2 months, updated it.

I also pointed out that I get the top download and upload for my tier,  and that until the last month or so, apart from a few times it's gone off in the night (presume Sky was doing something) in all the years I've had Sky, the only times I've lost my broadband was when there was an area fault and when a lightning strike blew up my hub.

Whereas, recently it keeps going off line, both wireless and lan, even though all 3 lights on the hub are green. And how I get disconnections from online games, unable to get back in often for a good 30 mins or more, but when I go to the games forum, I'm the only one, everyone else is still playing.

They asked me to see how things are now, after updating the mini box (that's only used when someone's ill  or family over at Xmas) and if that fails, gave me instructions to reset my router.

I thought that was Wednesday afternoon, but might have been Tuesday. Since then, completely lost internet again both LAN and Wireless (again all 3 lights green) and I've also been disconnected from my online game on ps5.

Havent reset router yet, will need to make a note of the few things that aren't using DHCP, will do that today, but so far no change either on wireless or LAN 

If it wasn't for the frequent loss of internet and the constant game disconnecting, which all started in the past couple of months, I would say it's a problem at Disney. But if that was the case, surely this forum would be full of people complaining about the same thing.

[Ojustaboo]

Hubs reset, testing now.

Only strange thing I've noticed is that according to the attached devices, my Q box, IP address 192.168.0. 24,  the Mac Address ends in 21, yet if I go into Settings, System Info, there's 3 Mac addresses.

All have the same first 5 pairs of numbers the same as shown on hubs attached devices for my Q box, but none of them ends in 21.

Mac address 2.4 GHz ends in 24

Mac address 5 GHz ends in 22

Mac address Ethernet ends in 20

If I go into Settings, Status, Network Connection, Network Setup, Advance Settings, that shows my IP address the same as on the hubs attached devices, 192.168.0.24.

Just curious as to why the MAC address ends in 21 on the hub but 24, 22 or 20 on Q box, I'm obviously not understanding something but what?

thanks

[Ojustaboo]

So far resetting the hub seems to have worked.

Zero buffering  and no disconnects.

It's been two days so not very long, will mark it as answered and come back if it isn't.

Thanks for all your help.

[Ojustaboo]

@Addie15 @Greenfingers001 @Chrisee @jamesn123 

Haven't watched much Disney's since my previous post, today watched American dad and this is what I'm getting.  This was wireless, again I get about 80Mbps down and 20Mbps up on speed tests. 

Any chance of a replacement hub please?