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Standard User wasbie
(newbie) Fri 12-May-17 13:07:20
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Hyperoptic - fast speed but can't stream video


[link to this post]
 
Hi,

So sorry if this is in the wrong place, but I'm at my wits end (I am in touch with Hyperoptic support and they are being as helpful as they can, but I'm interested to know if anybody else has had the same experience as me and whether they solved it).

I had Hyperoptic installed a week ago, since then I am getting decent speed test results - 800mbps with a wire and 60ish wifi (I do have an aftermarket AP to improve this but I want it to work properly before I set it up).

On paper, it is great, but in reality it's really giving me problems - wifi speed test up and down 60mbps 1 minute 1.5mbps the next, my iPhone struggles to load Amazon, twitter and check emails at times. The real concern however is using the wired connection. Speed test saying 800mbps yet it cannot play a Twitch stream or Netflix, it either just buffers indefinitely or plays a second then buffers for ages before playing a couple more seconds. This also happens with Facebook videos.

I am trying various tests with Hyperoptic support but so far they cannot see an issue - they said it could be Twitch but I find it hard to believe Netflix and Twitch would have issues at the same time. Not only this but I can run the Twitch stream fine on my iPad using the Sky 10mb wifi that I have not yet cancelled, while their 800mbps wired connection can't even load it.

I just don't know what to do, I really want it to work as we are desperate for faster internet but I'm not sure what is going on! Has anybody else had this sort of problem?

Thanks
Administrator MrSaffron
(staff) Fri 12-May-17 15:24:14
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
Can you post a link to a speed test result from http://www.thinkbroadband.com/speedtest

The issue may not be the broadband itself but with the way that Hyperoptic link to sites like Twitch and Netflix

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User locutus
(experienced) Fri 12-May-17 19:33:25
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Re: Hyperoptic - fast speed but can't stream video


[re: MrSaffron] [link to this post]
 
Also, what speed do you get from https://fast.com/ ?

Try a VPN, like Opera VPN (free from app store), I get about 15Mbps up and down on a speedtest.net test from it.

Also, change the DNS to avoid Hypertoptics if possible, maybe Googles ones, 8.8.8.8 and/or 8.8.4.4

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Views expressed are mine and not necessarily those of my employer.


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Administrator MrSaffron
(staff) Sat 13-May-17 10:18:41
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Re: Hyperoptic - fast speed but can't stream video


[re: locutus] [link to this post]
 
DNS change should only affect the initial startup i.e. name resolution as once streaming the domain has been recently accessed and thus in local cache

fast.com uses the Netflix CDN infrastructure (no idea if they guarantee it to use same location as your Netflix films) and only shares a single figure, much more can figured out from our testing since the graphs can be shared after.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User wasbie
(newbie) Sat 13-May-17 12:01:29
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Re: Hyperoptic - fast speed but can't stream video


[re: MrSaffron] [link to this post]
 
Thanks, I will do tests today both over wifi and LAN and post back here. I've just downloaded an update file on my PS4 using the LAN connection and it downloads fast then stops completely, then it downloads another chunk and then stops again, under the test internet connection it connects every time but when it was going fast download said 160mbps and when it stopped I did a test connection and it said 2mbps. My only guess is that my connection keeps dropping on and off intermittently but I'll see what your tests show up.

I have DNS on 8.8.8.8 and 8.8.4.4
Standard User wasbie
(newbie) Sat 13-May-17 16:34:34
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
I've done a few tests with the wire - here are the results (not sure if you need the code or the link so I have put both for each)

Test 1 LAN
https://www.thinkbroadband.com/speedtest/14946891416...
My Broadband Speed Test

Test 2 LAN
https://www.thinkbroadband.com/speedtest/14946890846...
My Broadband Speed Test

Test 3 LAN
https://www.thinkbroadband.com/speedtest/14946895281...
My Broadband Speed Test

Fast.com says 90 kbps....
Administrator MrSaffron
(staff) Sat 13-May-17 16:53:17
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
So we say there is likely to be issues streaming video, and fast.com seems to agree, and fits your experience...

What exactly is wrong I cannot say, if you can ask a neighbour about their speeds (maybe on a different floor and on same floor) that might help show whether its your connection, floor or building based

What is odd is you seem able to get from bad to a test like http://tbb.st/1494689448134240055 in a matter of a minute and bears the hallmarks of capacity to a building being contended and sometimes you do better than other times. If the building has just recently gone live my bet will be that things will settle down once a handful of people have finished downloading the Internet i.e. run out of local storage

Cannot spot any tests that are obviously from the same postcode area today that are not yours.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User wasbie
(newbie) Sat 13-May-17 17:11:16
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Re: Hyperoptic - fast speed but can't stream video


[re: MrSaffron] [link to this post]
 
Thanks, I'm just as confused as you are, it went live 6th May and it has been like this the entire time. Meanwhile no issues with the trusty old Sky, it's just slow (though as fast as it can be). I'm really frustrated with it, I guess they'll have to send an engineer out and if it's not fixed in the next week or so I'll have to ask them to remove it sadly. No point having great internet that cannot actually load anything that I use!
Standard User ukhardy07
(knowledge is power) Sat 13-May-17 18:19:40
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
In reply to a post by wasbie:
Thanks, I'm just as confused as you are, it went live 6th May and it has been like this the entire time. Meanwhile no issues with the trusty old Sky, it's just slow (though as fast as it can be). I'm really frustrated with it, I guess they'll have to send an engineer out and if it's not fixed in the next week or so I'll have to ask them to remove it sadly. No point having great internet that cannot actually load anything that I use!
Not sure I would call it "great internet." Looks pretty dire to me.
Standard User wasbie
(newbie) Sat 13-May-17 18:22:52
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Re: Hyperoptic - fast speed but can't stream video


[re: ukhardy07] [link to this post]
 
When it works it loads webpages very quick, as in click and it's loaded and the PS4 update progress bar was moving very quickly indeed in between the pauses. The ookla speedtests say 700-800mbps. I really hope they can fix it as I'm sick of 0.76mbps upload that we have with Sky.
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