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Other broadband queries

Live stream on Twitch incredible lag/freez

3: Seeker

Hello,

 

I have reasently started live stream on Twitch. I have Vodafone home broadband and speeds are using testmy.net (not flash based):

 
down arrowDownload :: 28 Mbps 3.5 MB/s  up arrow Upload :: 6.3 Mbps 786 kB/s

I didn't receive any complaints on my live stream from viewers about any buffering/stops/freez and etc. But the problem is - i can not watch any other live streams on Twitch. I dont know if anyone here use Twitch, but at the beggining any video there is the ad, which plays completely normal, then after ad, first 2-5 seconds stream video plays, and then stops/freeze for about 15 seconds, and plays again for about 2-5 seconds and stops/freez. And this is happening with any video/stream i chose at 720p quality. It is impossible to watch any stream. If i drop quality to 480p - i can watch it, but it's so terrible quality, that there is no point to watch. Whoever, i have no problem using YouTube live stream even watching HD quality videos at 1080p and higher. I have contacted twitch, and they denying any problems from they side. I have reacently very bad connection with Vodafone - disconecting up to 10 -15 times in one hour. Have contacted Vodafone about it, got hub replacement, but problem didnt gone away! Have contacted them again yesturday, the person who i spoke told me, that he did some ajustments on my line and now it should be ok. Also he told me to plug my hub directly to the test socked, witch i did. But problem did not gone away. I could not contact the Vodafone today, as all day when i try go to the website www.vodafone.co.uk i get to the screen:

 

VodDown.jpg

I have tried to sort things for couple weeks now, but no luck. Have falowed few steps with antivirus, firewall, dns and etc., but nathing helped. I have been told by Twitch support told me that i need to speak with my ISP, witch i trying to do, but no luck.

Any help would be appreciated.

My pc specs are:

         Operating System: Windows 10 Pro 64-bit (10.0, Build 17134) (17134.rs4_release.180410-1804)
                 Language: English (Regional Setting: English)
      System Manufacturer: System manufacturer
             System Model: System Product Name
                     BIOS: BIOS Date: 07/25/14 09:03:52 Ver: 48.01 (type: BIOS)
                Processor: Intel(R) Core(TM) i7-3970X CPU @ 3.50GHz (12 CPUs), ~3.5GHz
                   Memory: 32768MB RAM
      Available OS Memory: 32708MB RAM
                Page File: 9325MB used, 25430MB available
              Windows Dir: C:\Windows
          DirectX Version: DirectX 12
      DX Setup Parameters: Not found
         User DPI Setting: 96 DPI (100 percent)
       System DPI Setting: 96 DPI (100 percent)
          DWM DPI Scaling: Disabled
                 Miracast: Available, with HDCP
Microsoft Graphics Hybrid: Not Supported
           DxDiag Version: 10.00.17134.0001 64bit Unicode

           Card name: NVIDIA GeForce GTX 1080
        Manufacturer: NVIDIA
           Chip type: GeForce GTX 1080
            DAC type: Integrated RAMDAC
         Device Type: Full Device (POST)
          Device Key: Enum\PCI\VEN_10DE&DEV_1B80&SUBSYS_33661462&REV_A1
       Device Status: 0180200A [DN_DRIVER_LOADED|DN_STARTED|DN_DISABLEABLE|DN_NT_ENUMERATOR|DN_NT_DRIVER]
 Device Problem Code: No Problem
 Driver Problem Code: Unknown
      Display Memory: 24433 MB
    Dedicated Memory: 8079 MB
       Shared Memory: 16354 MB
        Current Mode: 1920 x 1080 (32 bit) (60Hz)
         HDR Support: Not Supported
    Display Topology: Internal
 Display Color Space: DXGI_COLOR_SPACE_RGB_FULL_G22_NONE_P709
     Color Primaries: Red(0.642102,0.339367), Green(0.308117,0.618664), Blue(0.159680,0.059094), White Point(0.313977,0.329602)
   Display Luminance: Min Luminance = 0.500000, Max Luminance = 270.000000, MaxFullFrameLuminance = 270.000000
        Monitor Name: Generic PnP Monitor
       Monitor Model: ASUS VG278HE
          Monitor Id: ACI27E3
         Native Mode: 1920 x 1080(p) (60.000Hz)
         Output Type: DVI

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19 REPLIES 19
Moderator
Moderator

Hey @Gedis, thanks for getting in touch; we're really sorry to hear about the problems you've been having and understand how frustrating this must be. Have you managed to get in touch and get anything resolved since you last contacted us?

If not; so one of our Broadband Specialists can help, I've sent you a private message with details on how to get in touch.

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3: Seeker

Hello TJ,

 

No, my internet is still malfunctioning! Random disconnections, somtimes more somtimes less! Download speed are very unstable drops as low as 2 mbps and jumps up to 35 mbps. It never stays stable, i gues thats the problem  why my watching videos on stream lags/freez! I have worst experience i ever have with vodafone broadband! I hade before bad experience with other companies with broadband, but they was sorted quick. Vodafone its worst nightmare i ever hade! There was no one who updated on my case! I have contacted 4+ times my self, as i have no clue if anything have been done or not at all, but by the bad internet i have i guess no one even bother to lift the finger to even try to sort anything! The support talks very nice and promising, but everything stops there! I have no clue if anyone even knows anything apart support that im facing those problems! As im think the report stays at support and no one takes notice!

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Moderator
Moderator

We're really sorry to hear about the experience you've had @Gedis and completely understand your frustration.

Have you contacted us via the form included in the private message I sent to you? If so, have one of our Broadband Specialists been in touch?

 

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3: Seeker

Hello,

Yes i did contacted all posible ways, no one, NO ONE GIVES A SH** about it! You get my money, but you do not even want to move a single finger! Im so pist off vith Vodafone, that simply i can say ##~## YOU VODAFONE! That's how i feel you treating your customers! I going to leave you and forget leaving fees as you did not not delivered what you promised! i'm very unhappy and i'm working with big number of people, and i passed the message how "grate" vodafone is! That way i saved they bussy lifes to not to get in ##~## service traps! Every single day since i joine you i havde no day without a disconnecting 10 times an hour, or stable connection to watch hd videos! I hade 12 years ago internet better than this crap!

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10: Established

I can CONFIRM I have this exact same issue, that's basically why i'm here.

I have 73 meg down 18 up and decent ping 11 - I have tried multiple routers and multiple dns servers (9.9.9.9 and 1.1.1.1 even vodaphone's dns server)  Tried on Desktop PC (Wired), Laptop wireless,  xbox, ipad and iphone all have this issue.

 

My internet connection is 100% fine no drop outs what so ever, speed tests are always perfect too.

 

if you watch the twitch video in source it just buffers every 2 seconds it's basically unplayable, you have to watch the video in lower quality to avoid buffering,  I spoke to a friend near me also with vodafone and he also is experiencing this issue, I watch twitch a lot so if it can't be fixed i'll be sticking in a transfer back to bt - it really does look like a throatling issue to the twitch network - I used to work for a business ISP up in the north east on customer support from the fault finding i've done it's a vodafone issue.

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Moderator (Retired)

Hey @mrmarkyuk sorry you’re having an issue with your service.


There can be a few different reasons for this, including congestion and data errors on you line or at the router.

We'd need to run a few tests to establish the cause so I've sent you a private message with details on how to get in touch.

 

Blair

 

 

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1: Seeker

Just registered here to say the same thing, I have terrible buffering/freezing every few seconds when watching twitch.

 

I have two VDSL circuits from different providers (Zen and VF) and I can confirm this only happens on the VF circuit, 100% fine on the Zen line, just wanted to add some weight for the other users providing feedback on this issue that it's not down to a local PC/network issue but more likely Vodafone's peering.

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10: Established

It's nothing my side - I tested multiple routers with just 1 pc connected and monitored inbound and outbound traffic,  no bottleneck etc... 

 

Screenshot attatched showing no pkt errors in logs. 

  

however I tested it with a VPN and it's working perfect - it lets me watch in source full HD without any buffering,  I can even upload the footage if you would like to see it happening - the 2nd I disconnect from the vpn and drop back to normal it buffers like crazy, basically unwatchable. 

 

I've also noticed on a few other forums your customers are also reporting this same issue,  any idea when you guys will have this fixed?  - I transfered in from BTinternet and it was perfect before I hit the vodafone broadband.

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10: Established

here is the proof - https://youtu.be/MWqlPPGcv6Q

it looks like you guys are capping out at 4.8   - once i jump up onto the vpn i skip the vodafone throttling and max's up around 10. 

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3: Seeker

They are troling, and even i have contacted abbout 10 times now - there was nathing done! My internet connection keep disconecting up to 10 times a hour! Thats unaceptible and even you can see in this forum that they stoped listen my problem and they gone to another person, dont even bother to talk about my problem as i started this forum! But they do take money, even they told me that they will give £10 back for last month troubles, but i still payed nearly full price, they taked aroung £5 off lol. Im leaving now to TalkTalk with they fiber booster broadband. Fingers crossed, maybe it will be better than this crap! And god help me with new broadband, hate changes especially when you dont know what you get and you depend on it as internet are part of your job!

 

ADVICE TO NEW OR EXISTING CUSTOMERS OF VODAFONE - do not try to contact them, do not try to solve any problems! Simply leave Vodafone if you face any problems! If you try to contact Vodafone, they will pretend and will "try" to fix your problem - in the end of the day you will waist your time and nathing, absolutly nathing will be done! Simply just go ahead and cancel your direct debit and leave, as its says in low - if the company not fulfil the contract, you are free to leave contract any time you like without pay! 

"Poor service. You may have grounds for escaping your contract if your broadband provider has failed to provide an acceptable level of service. This is considered a breach of contract" And vodafone did failed to provide me an acceptable level of service, not even close to acceptalbe!

 

My lower have been informed and he is on standby!

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Moderator (Retired)

Hi @Gedis It’s really disappointing to see that you’ve decided to leave us. I can totally understand the frustration of having problems with broadband and it’s never something we want to hear.

 

If there’s anything we can do to help, please let us know and we’ll do our very best.

 

Blair

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3: Seeker

Hi, yes you can do last thing for me! Make sure you not going to sent me threatening letters that im own you any money. As you did not fulfil your contract im free to leave without any leaving fees! Thanks

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Highlighted
3: Seeker

Hi there,

I wanted to let you all know you are not alone in these problems. I am able to stream 4k content from Amazon Prime, download files at 7MB/s, upload files at 2.5MB/s. Yet astoundingly any stream on Twitch that is over 480/720p I get constant lag and is completely unwatchable. I can also have multiple 480/720p streams open at the same time with no issue, yet as soon as I try to watch a 1080p stream, constant lag/freezing. This issue miraculously goes away when I use a VPN to hide the content of the bandwidth I am using, indicating this is throttling on Vodafones back-end.

I have been in contact with Vodafone over this for a few months now and the latest recommendation was to 'hard reset' my router. There is clearly no intention to take this issue seriously and I highly recommend switching to another service provider, which I have now done.

I wish everyone good luck!

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3: Seeker

Yep exact same issue here. No issues with streaming on other sites. Twitch seems to be throttled despite Vodafone claiming they don't throttle (it's illegal so they aren't going to admit to it).

 

The proof (other than YouTube, Netflix, NowTV all working fine) is that if you connect to a VPN it totally fixes the problem.

 

Its stupid, I can run my PC through 3G on my phone and it actually streams Twitch better on my PC than connected directly to my router via an ethernet cable.

 

So for now I'm going to use the hastle of a VPN to fix the problem but as soon as my contract is up I'll be switching to another provider becasue this is rediculous.

 

I am going to make a formal complaint to Vodafone and if they don't fix it I will be reporting them to CISAS so hopefully they will investigate them and fine them for breaking the law. I suggest everyone else does the same.

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16: Advanced member

The actuall killer here is that while most of the vodafone network was down a couple of days back, our traffic was being routed though Dublin.  Now everything is fixed we're back to being routed via london.  And the result, Via Dublin I could stream even UHD streams from twitch, now we're back to it being choppy at 720p!

 

Oh, and back to the situation where I can get a faster speedtest result connecting to Vodafone Reykjarvik than Vodafone London!

 

It's not throttling, there is something VERY wrong with Vodafones London datacentre and they either don't care or are too blind stupid to realise it!

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Moderator (Retired) Joe
Moderator (Retired)

@tharrison4815 Hi there, we'd really like to look into this issue you're experiencing. I've sent you a private message on how to get in touch. Please when speaking to the email team, state that that VPN throughput is better than through Vodafone’s network and our traffic is taking longer than it should. Joe

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3: Seeker
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10: Established

I was just speaking to the support over the phone,  and honestly wished I was recording it.

 

Day 1 spoke to Complaint Person,   she passed me through to support - they asked for 24hrs to do tests 

 

Day 2 Complaint person called back nothing was logged no tests were done, she said give it a little more time.

 

Day 3  Complaint person called back and confirmed no tests wre actually done - said she would pass me through to support again,   Explained the issue to the support person after 15 minutes he said he felt funny and hung up lol (He had no idea what to do),   So i called support back and the person I spoke to said he was going into a meeting in 2hrs and he would do his best to get this issue resolved (Feel they just said it to get me off the phone).

 

Currently waiting to get a call back again from the complaint lady - It honestly feels like the chuckle brothers are manning the Techical Support,   it really does make it harder that most of these people can hardly speak much english so explaining things kinda feels like banging my head against a brick wall.

 

In total think I've spoken to support for maybe 3hrs about 2hrs 30 have been on hold lol - my honest gut feeling is vodafone have no idea how to fix the iptv routing issues. 

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Moderator
Moderator

I'm sorry you've not received the private message @tharrison4815, I've just sent you another one over; please let me know if you get this. 

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