Netflix Problems

trip1ex wrote:
I do not have any issues actually. But I called Netflix to check the bit rates to my ATV because of a theory I read that even customers without problems are getting low bit rates to their ATV.

Sure enough. I'm getting much lower bit rates to my ATV than even my Wii which as 3x the bit rate to it.

Take a few minutes and call up Netflix and post the numbers they give you. It would be interesting to see. Very informative for everyone.

Number is on their website under Contact us at the bottom then by clicking Call Customer Service.

In a previous conversation with them (Netflix), they stated that you needed at least 5 mbps to get DD 5.1 from them...... I don't see a reason to call as every HD DD 5.1 movie has played perfectly since Comcast fixed my issues. I'm getting at least 5 mbps..... My advice to users still having issues is to validate their service with their ISP, check their router and make sure the correct TCP/UDP ports are passing through their firewall, that the router throughput doesn't change due to stateful packet inspection on the firewall or by invoking encryption (WEP, WPA2) on the wireless portion. Netflix should be the last place to check, after sectionalizing their home network and ISP. Software/firmware fixes from Apple on a myriad of issues is a "one size fits all answer". JMHO.

Michealworks,

I'm using an Airport Extreme so had apple look at any issues with how the router and ATV are communicating. To rule out communication issues, they had me bypass my router and plug the ATV directly into the modem. This did not solve the problem either.

If you're getting 5mbs, you're the first I know of. A phone call to Netflix takes a couple of minutes.

With 40 years in the industry I'm sure you know what you're talking about. I'm just the average guy and I have no idea how to do what you recommend with the router. Should apple stuff "just work"?

Message was edited by: craigmag143

craigmag143 wrote:
Michealworks,

I'm using an Airport Extreme so had apple look at any issues with how the router and ATV are communicating. To rule out communication issues, they had me bypass my router and plug the ATV directly into the modem. This did not solve the problem either.

If you're getting 5mbs, you're the first I know of. A phone call to Netflix takes a couple of minutes.

Before Comcast fixed their issues, Netflix stated I was getting .8 to 1.8 mbps which is what all of you are getting now. An AEBS has NO degradation of ISP speed so it's pointless to see if it does. It doesn't perform stateful packet inspection and suffers zero throughput issues, at least at the speeds of your home network. To resolve my issues, I had Comcast fix their issues, I DID NOT use Google or OpenDNS DNS, I took all of my 3 ATV2's to ground zero (restore) and then reconfigured them. I ran iStumbler and AirRadar and then set up my AEBS based on my neighbors WI-FI channels they were using..... You can check what speed your devices are connecting to the AEBS under the Advanced, Logs....., Wireless devices. Apple Support also sent me documentation on wireless interference and I moved some things around, as well as disconnected my other AEBS that was extending my network (severe throughput degradation sometimes when extending). I assembled all of the input, and then sectionalized the problem...... 🙂

When I had Netflix issues, my speeds on www.speedtest.net varied from 4 mbps to 28 mbps, with or without my AEBS, sometimes within a 5-30 minute timeframe. My cable modem was always in the marginal levels category, according to Comcast, and was a version 2 DOCSIS. They upgraded my speed, fixed the cable run, and upgraded my modem to version 3. Comcast stated that the earlier modem versions could not handle 20 mbps service without issues, hence my previous Netflix problems (cable run issues excluded). I saw one user posting that their service was rated at 50 mbps, and their speed test results were 10-14. Huh?

Again, my issues were resolved by my ISP and a little work on my part, not by a firmware/software update from Apple. My results/solutions should be used as input only, to help you and others, but my solution *may not fix* your and others' Netflix issues.

Micheal,

Okay, I lied when I said I plugged it into my modem. I actually plugged it right into my ethernet line. I use a local ISP which has a fiber "backbone", but is an ethernet network. The line comes into my house as an ethernet line and I'm assigned a private, NATed, IP address.

Plugging this line right into the Apple TV and setting it up with my own IP address did not solve the problem.

I called netflix to ask on my speeds. The guy pulled it up and before telling me his reaction was "Oh My, I can't believe that!".

I am getting an average of .2mbs to the TV which is hard wired.
Also getting about .2mbs to the wireless iPod Touch which plays flawlessly, he said that is the expected average for a small device ... but getting that same speed to a HD TV unit is inadequate and requires a minimum of 1.5mbs.
I am getting an average of 1.4mbs to the Wii that is wireless on the other end of the house.

The senior support adviser just got back with me. He said engineering said that if iTunes is working great, then the issue is with Netflix. Ug. I guess all we can do is keep testing and keep calling.

Maybe it's the type of information send to the Apple TV vs other devices?

One thing is for sure. No one wants to own this issue.

craigmag143 wrote:
Micheal,

Okay, I lied when I said I plugged it into my modem. I actually plugged it right into my ethernet line. I use a local ISP which has a fiber "backbone", but is an ethernet network. The line comes into my house as an ethernet line and I'm assigned a private, NATed, IP address.

Plugging this line right into the Apple TV and setting it up with my own IP address did not solve the problem.

Not to worry about the fib 🙂 So, what speeds are you getting from www.speedtest.net? Does your service implement a firewall upstream or perform traffic shaping? If you know how to use Wireshark, you can inspect the sessions for issues...... A fiber backbone doesn't mean squat. They can perform all kinds of service limitations on the Ethernet switch device they have you hooked up to. I would get in writing what your service provides and then verify you are getting what you pay for. If it is Qwest, I have my suspicions (I retired from there...). Ooops, I let my feelings about Nacho Cheese (ex CEO in prison) out...

From speedtest.net I get 20 down and 40 up on average.

The reason I don't suspect my ISP is that Netflix streams great to my iMac (20mbs) and laptop (7mbs), but not to my Apple TV. Maybe Netflix sends a different type of information to the Apple TV?

In conversations with my ISP they've stated that Netflix is a large percentage of their traffic and they take extra care to make sure there are no problems.

craigmag143 wrote:
From speedtest.net I get 20 down and 40 up on average.

The reason I don't suspect my ISP is that Netflix streams great to my iMac (20mbs) and laptop (7mbs), but not to my Apple TV. Maybe Netflix sends a different type of information to the Apple TV?

In conversations with my ISP they've stated that Netflix is a large percentage of their traffic and they take extra care to make sure there are no problems.

Have you restored (taken it to ground zero) your ATV2? That will download the latest iOS version and wipe out all of the settings. Are you using an AEBS? If so, try the ATV2 wireless after you make sure you aren't on your neighbors channels. I currently have my AEBS set to automatic and it is set to a/n b/g/n and channels are also currently automatic. Beyond those two suggestions....... 😟 ATV2's like to connect to N first.

Restored twice. Once with the old Apple TV2 and once with the replacement. Apple replaced my Apple TV as a last ditch effort. All software up to date.

I use an AEBS, which is wireless N. I know I'm on my own home network. The problem remains whether I'm wired or wireless.

I'm at a loss, other than there are lots of other people with the problem.

I would be REALLY interested to see what bitrate Netflix says you're getting on your Apple TV. Would you mind calling them?

If this issue surfaced on blogs such as gizmodo or engagdet it would probably get more attention and possibly larger media attention.

craigmag143 wrote:
Restored twice. Once with the old Apple TV2 and once with the replacement. Apple replaced my Apple TV as a last ditch effort. All software up to date.

I use an AEBS, which is wireless N. I know I'm on my own home network. The problem remains whether I'm wired or wireless.

I'm at a loss, other than there are lots of other people with the problem.

I would be REALLY interested to see what bitrate Netflix says you're getting on your Apple TV. Would you mind calling them?

You aren't going to believe this, so I'm only going to post it once! I called and had a very long discussion with the Customer Representative. He went to engineering and found my Gosford Park data from last Saturday. He said I started out at 6 mbps and then went down to 1.X mbps according to what the engineer found. While I was on hold, I started the movie again, HD and 5.1 DD. He found my "snapshot" speed..... hilarious here..... 1.16 mbps. So, Mr. Netflix, how can that be when a previous rep told me I needed at least 5 continuous?. Why are users getting 10 mb and 15 mb on their XBox and laptop/desktop? Bottom line, he tells me that Netflix DOES NOT govern the speed it streams, but to check with my ISP. Huh? As I type this, I'm seeing HD and the sound is STILL 5.1. He says they do not automagically adjust the speed down, which would make sense with all the issues users are having. He also told me that laptops have lesser quality than the Apple TV. I just don't see where data from Netflix provides anything of value as far as resolving you issue.

I'm right in the middle of the peak period, school out, people coming home from work and jumping on the Internet on a shared cable technology. No issues whatsoever at 1.16 hahaha. Your Ethernet is bridged/switched and does not share bandwidth until further upstream. That is where all the ISPs and providers connect to Level 3, the provider of Netflix. If your ISP has their DNS to pick the slower routes in their tables..... Netflix is confusing the issue IMHO. Sorry I can't magically fix it for you!

I'm not asking you to magically fix it for me. Neither am I relying on Netflix data to fix the problem. I'm only calling Netflix to see what bitrate I'm getting, otherwise I have no way of measuring that for comparison.

Maybe Netflix is reading it wrong?

I think you mean IMO.

Message was edited by: craigmag143

craigmag143 wrote:
I'm not asking you to magically fix it for me. Neither am I relying on Netflix data to fix the problem. I'm only calling Netflix to see what bitrate I'm getting, otherwise I have no way of measuring that for comparison.

Maybe Netflix is reading it wrong?

I think you mean IMO.

Message was edited by: craigmag143

In My Honest Opinion..... no, their tool is only a snapshot of your bandwidth and does not portray continuous, which a good continuous stream is required for correct playback. It may be that the buffering algorithm is based on something different than what Netflix is providing. It may be that Apple married iTunes, NBA, MLB, and Netflix to average them and now it won't work optimally for any of them on some home networks. btw, your speeds remind me of those we used to see on Frame Relay circuits (packet switching) . They couldn't do video worth a darn, due to packet discard, but ATM worked wonderfully. Hope you are able to resolve it. Peace out!

WEll it would be informative to hear what your latest bit rates are according to Netflix. You could make the call while replying to these posts and it wouldn't take up any more of your time. 🙂


Not sure how it can be an ISP/network issue when many of the people with problems are not having problems with any other Netflix device or aren't even having problems with the ATV and iTunes. IT's just Netflix on the ATV.

In my case I find it odd I'm getting 1.4 mbps bit rates but never had any stuttering problems. Picture is decent, but probably could be better. Still am I just above the thing going into the toilet? STrange to me. Especially when they say the Wii is getting 3.5mbps-4mbps. I didn't ask about my 360 or Tivo.

Maybe it's a case of Netflix treating the ATV like its a portable iOS device aka IPad, iPhone or iPOD Touch. ATV is an iOS device after all.