Slow video buffering (YouTube)

I have the same problem as the OP.

I spoke to Thabiso at the call centre. The problem will not be adressed before Monday, they do not have technicians who can debug/address the upstream problems that they are clearly experencing.

I get the idea, that their idea of support is to take you through the steps to reboot you utd/router/computer. Advanced support will figure out if you have a virus, or computer problem or other user problem. Beyond that? Not gonna happen.

I asked what would happen if they lose connectivity? Bottom line is that me being able to merely access international sites make things hunky dory. Being unable to stream even a low quality video (ie USE the internet) not that big a deal. It can wait till Monday.

 
Last edited:
I use bitmeter to monitor my bandwidth usage and the following image shows that when I start playing a youtube video it is being shaped (it was working at full 1mbps before the video).

This started on Thursday so these iBurst techies have been doing nothing for the past 3 days.


(bitmeter to the right)

test.jpg
 
try watching video's at the lowest setting (240p) on youtube. I cant watch 360p vids on my 384kbps ADSL becuase it keeps buffing alot
 
try watching video's at the lowest setting (240p) on youtube. I cant watch 360p vids on my 384kbps ADSL becuase it keeps buffing alot
Click to expand...
Thanks, it still takes a while to buffer. The speed goes down to 11-12kbps...so not true 384kbps speed, more 128kbps speed. I don't have VAS 128kbps but on the Max25+.

ginggs said:
Did you log a call at the helpdesk?
Click to expand...
I hate calling the iBurst techies. I prefer announcing this on mybroadband.
 
Last edited:
So you don't log a call, but you accuse the iBurst techies of doing nothing for 3 days.
Click to expand...
Monitor your damn system to know when there are slow speeds. Don't expect your customers to phone you to tell you to fix your sh*t.

Thanks for that, but what do you think other mybb members can do to help you?
Click to expand...
Considering these forums are monitored. Stuff gets done. Simple, easy, no nonsense from crappy iBurst techies.
 
Most of iBurst's techs do NOT know what they are talking about (insisting it is a PC problem and not the network, when in fact it WAS a network issue......) and phoning the call centre is a pure waste of money and time.

If you are very lucky a call centre operator will answer the phone within 5 minutes as most of the time calls don't even get answered and when the call does get answered (1 in 100 chance of that happening anyways) logging a call will not help.

E-mails also do not get replied to either, so another waste of time.

As Eyenstyn said, monitor your own system to see what the problem is.
 
If the helpdesk agent told me "we have having severe problems with our upstream international provider" I would have been off his case and probably off this forum immediately. I accept that medium sized ISPs in SA will be hit by cable outages from time to time.

@ginggs I'm gonna have to go with Bursty-dude here. iBurst monitor your systems! Put up an IBurst internet connected machine in your control centre. If you're unable to buffer a low quality short youtube clips, from that machine, then something has clearly hit the fan somewhere. It also turns out that MyBB has proven to be a very effective support channel thanks to the participation of some iBursters like @rooigevaar. We do not expect them to be available 24/7, but we do expect to get some reliable feedback or solid tech support from the Helpdesk.

Unlike Bursty-dude my calls have always been answered promptly. I agree with him that iBurst heldesk's initial stance is that it is probably 90% a user error. I've been told, in the past, to BYPASS my Linksys router! I think if my local speedtest.net, mybroadband speedtest and even Iburst's speedtest app shows healty bandwidth then we problably do NOT have to start off with rebooting my UTD/router or computer. I did that BEFORE i called heldesk to cover the 1% chance that I'm going to have egg on my face because of a faulty router.

I 've been a happy iBurst customer for 2 years now. The last 12 months on the top top of the line contract. I love the not having Telkom on my yard and even though I'm not using my allocation the speed/value more than kept me happy. It is just , when hanging up the phone after calling iburst support I feel like I've been treated like an idiot by an idiot.

C'mon guys, get it together. Give us a secret advanced tech support line or beef up your monitoring and communications.

Chz,K
 
Getting speeds of 1.55mb/s via a 2mb modem but I can't play a 1 minute YouTube video, not even a 240p video. My download speed has reduced by half.

Lol, called iBurst support...they said it's YouTube. F****king useless, why did I even bother.

1788868022.png

1788857300.png
 
Spongebob007 said:
Getting speeds of 1.55mb/s via a 2mb modem but I can't play a 1 minute YouTube video, not even a 240p video. My download speed has reduced by half.

Lol, called iBurst support...they said it's YouTube. F****king useless, why did I even bother.
Click to expand...
See EASSY fault, I'm don't know why the helpdesk didn't tell you that. :confused:
 
maybe because they've been poorly trained? Maybe because internal communication is poor? Maybe because they are just thick? There are a number of reasons as to why helpdesks just dont help.

Help desks are there for the bread and butter - the mom & pop who have some kind of problem with the shortcut on their desktop, or dont understand something slightly technical, or just randomly feel like talking to someone about some sort of somewhat internet related problem (like why is my favourite site down and when will you fix it?)

People on this forum are much more technical, and generally know what the problem is (i.e. playing videos is problematic). We want to alert you to the problem, and then, we want a proper technical reason and a plan of action to get it sorted out. We dont want to reboot our machine, reboot our router, remove our router, copy and paste our password instead of typing it in (yes, I got this gem from the iburst helpdesk), or do any number of other hoop-jumping idiot excersizes.

We want service. Can you please sort it out ffs.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X