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Standard User locutus
(experienced) Sun 14-May-17 00:12:00
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
Push hyperoptic to escalate it to their next level up for support. The call handlers who you get initially are not that great at anything too technical.

Try a continuous ping to somewhere like www.bbc.co.uk and see if you get any packet drops when you see the downloads pause.

Try plugging the WAN cable into your PC directly if possible, just to rule out hardware issues with the router.

--
Views expressed are mine and not necessarily those of my employer.
Standard User wasbie
(newbie) Sun 14-May-17 10:06:34
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Re: Hyperoptic - fast speed but can't stream video


[re: locutus] [link to this post]
 
Thanks, I will do. Someone on another forum recommended to use the quality monitor on this site to give them some evidence but unfortunately I'm just getting the solid 100% packet loss red band and there doesn't seem to be an allow ping/ICMP option anywhere in the router settings. If I don't get any luck I'll just keep pushing until they send an engineer out.

Also thanks for the reminder - I have had the same issues right out of the socket but currently plugged into the router so I will do the tests again (and the quality monitor if I get it working)
Standard User locutus
(experienced) Sun 14-May-17 10:12:13
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
if you are on a CGNAT connection you won't be able to ping your router from the internet, as the router doesn't have a unique IP address reachable from the internet.

Just leave a ping running in a dos window and stop it every now and then and see if there's any packet loss. Or there's probably a few apps you can find that will log it.

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


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Standard User wasbie
(newbie) Sun 14-May-17 11:06:28
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Re: Hyperoptic - fast speed but can't stream video


[re: locutus] [link to this post]
 
Ok great, I will leave it continuous to www.bbc.co.uk today and see what happens. I just did a quick test now and out of 40 ish pings one timed out. I did a test to www.netflix.com out of interest and got this though - 100% packet loss (below), though I'm only just getting in to learning about networks so I don't know if there is another reason why that one is not good to do a ping test with. I just chose it as that is one of the things I am having trouble with.

Ping has started…

PING www.eu-west-1.prodaa.netflix.com (52.17.146.40): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
Request timeout for icmp_seq 7
Request timeout for icmp_seq 8

--- www.eu-west-1.prodaa.netflix.com ping statistics ---
10 packets transmitted, 0 packets received, 100.0% packet loss
Standard User locutus
(experienced) Sun 14-May-17 11:30:22
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
A lot of sites will deny pings for security reasons, so not being able to ping something is not an indicator of a problem.

The first ping may time out when you try a new address, but other lost pings could indicate a problem.

Normally I'd do a traceroute and ping something closer and try and identify where the loss is occurring, but you probably can't ping anything within the Hyperoptic network, maybe the second hop?

I just performed 1000 pings to the BBC with no packet loss. You shouldn't really see any packet loss to them, so the more evidence you can collate and provide to Hyperoptic will help them with troubleshooting. Saying that, the odd ping lost is normal. Routers will drop ICMP traffic if needed, as it's low priority

Also, ask your neighbours if they are seeing similar issues?

--
Views expressed are mine and not necessarily those of my employer.
Standard User comnut1
(newbie) Sun 14-May-17 11:36:14
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
yup, netflix is down, no response here... (VM in south london)

FAST is getting 16ms, 110Mbps, could be 'cos no one can stream???? smile smile

NEWBIE since 2015!!! laugh laugh

Edited by comnut1 (Sun 14-May-17 11:37:52)

Administrator MrSaffron
(staff) Sun 14-May-17 12:09:03
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Re: Hyperoptic - fast speed but can't stream video


[re: comnut1] [link to this post]
 
Your Netflix may be down and not streaming video but others are working and no sign of meltdown of moans on twitter.

A server may or may not respond to ICMP ping, the key is knowing which ones do respond

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) Sun 14-May-17 12:17:01
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Re: Hyperoptic - fast speed but can't stream video


[re: locutus] [link to this post]
 
I just did 1000 pings with 0.5% packet loss but I'll keep running them and writing it down. This is directly out of the socket. I'm afraid I don't know any of my neighbors to ask them and to be honest I dare say I will be one of few, if any, who have Hyperoptic right now. The only networks I see come up on my wifi devices are Sky and BT (though I know this range won't go far).

I've had this issue with Netflix for over a week now, rift from the start so it isn't just that the site is down unfortunately. I've tested every service I've had trouble with using my sky wifi at the same time and sky runs them all fine so I'm pretty certain it's definitely something with Hyperoptic
Administrator MrSaffron
(staff) Sun 14-May-17 12:27:01
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Re: Hyperoptic - fast speed but can't stream video


[re: wasbie] [link to this post]
 
The speedtest.net tester may be selecting a server that is on the Hyperoptic network so if that is always giving solidly good speeds you might have good connectivity to hyperoptic but are suffering along with others as things head out to the wider internet.

One way of comparing speed tests independent of any maths they do is to use Windows Task Manager and the network tab in Windows 10 is pretty good at showing what speeds different tasks are accomplishing.

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) Sun 14-May-17 13:03:57
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Re: Hyperoptic - fast speed but can't stream video


[re: MrSaffron] [link to this post]
 
I don't have a Windows machine unfortunately, just a MacBook Pro. The last couple of tests have had 0% packet loss and I've had Netflix working just now though it's definitely not HD quality even when set to high quality on the settings rather than auto. Fast.com is saying about 2mbps which is better than 90 Kbps but certainly nowhere near what I'm paying for.

I have no idea, I'm just going to keep testing it and keep on at them to figure out the problem
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