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plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3

[TWC] Issues with Netflix. Are my signals ok?

Click for full size
Signal Levels
Click for full size
Speed Test Results
I've been working with a friend of mine who has Time Warner cable in Oak Creek, WI

The issue she is having is when she is watching items on Netflix, the video does not match the audio. For example, the video will be between 10 and 20 seconds behind the audio.

Here is some basic information about her configuration.

Cable Modem / Gateway
Motorola SBG6580

Signal Levels (See 1st picture).

Speed test results are 2nd picture.

The plan that she is on is the 15 MB down and I believe 1 MB upload.

She does live in an apartment. She has two coax lines in her living room. One was for her cable TV (which, she has cancelled) the other runs to the back of her Cable Modem / Gateway device.

Everything else, as far as I can tell is working the way it is suppose to.

I will also say that the streaming problem happens if she is on Wireless, or Wired. So, I don't think its an issue with her laptop.

I also know we took her laptop to my place, and was wired, and did not have any problems with Netflix. I am on Comcast, so I know things will be different, but I did the test as a way to rule out any configuration or other issues with her specific laptop.

If there is any other information that may be needed, let me know and I'll see what I can do to get it. It may be a bit, as I doing this troubleshooting remotely. However, if it does turn out to be a signal issue, I can walk her through what to do when she calls Time Warner to get them to fix it.

Thanks in advance,

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail

chalieboy

join:2009-11-26
Euclid, OH
does the issue happen with every device you use with netflix? Your power levels look a little too strong but the issue you are having sounds stranger than just that.


plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3
I am not sure if it is happening on the other devices in her home. I know she has a playstation in her living room that her kids use to watch some Netflix. I don't think that has the same issue, as they have not said anything to her about it. I do know this is the primary way they watch movies on the TV.

Her son has his desktop in the living room, but I am not sure how much Netflix he does on it. His Desktop is hardwired directly to the back of the gateway device. He's not home now, and I don't know his password so we cannot test it right now. But, he should be home soon.

Which Power levels are to high? Is that something we could call Time Warner to see if they can get that fixed?

Thanks,

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:17
reply to plencnerb
NM


plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3
reply to plencnerb
I did test Netflix on her son's desktop, and it is not having the issue. Not sure if it makes a difference, but her son is running Chrome, and she is running Firefox.

The problem also happens on her system with IE and Windows Media Center.

It appears to maybe be an issue local to her system. So, I think it may be time to move this to another forum to better troubleshoot the issue, as I don't think its an issue with her network connection.

Thanks,

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail


plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3
reply to plencnerb
Click for full size
I wanted to update this thread, as I believe I have figured out what the problem was.

My friend is running an Acer Aspire laptop (model #5250-0810). From what I have gathered is this: over the course of the past few months, Netflix has been improving the quality of their offerings so that more and more selections are now in "HD" or very high quality compared to what they were even 2 months ago.

In doing so, systems like my friends don't have the processing power (or more important, the video processing power) to handle "Best Quality" video streams from Netflix. Her son's desktop (which I built) has either a 512 MB or 1 GB stand alone video card in it, which is why his system had no issues. That kind of video power has no issues with a "Best Quality" stream from Netflix.

Turns out, once we modified her settings (see pic) from "Best Quality" down to "Good Quality" everything has worked as it should without any issues on her laptop.

So, problem solved. It had nothing to do with her internet connection, or signal levels, or even problems on Netflix. It was just a setting that needed to be modified in her account.

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail


Jabbu
Premium
join:2002-03-06
reply to chalieboy
said by chalieboy:

does the issue happen with every device you use with netflix? Your power levels look a little too strong but the issue you are having sounds stranger than just that.

WHERE do you guys get your "OK" levels from? Now +7 is high? At this rate -10 will be too strong in 2 years....

Happydude32
Premium
join:2005-07-16
kudos:1
I was thinking the same thing. Everything I’ve ever read says downstream power levels in between -15 and +15 dB are within spec, although a TW tech that was out here once told me told me that TW has tightened that up a bit, to -12 and +12 dB holding themselves to a slightly higher standard. I had borderline fluctuating levels for a while here until the line tech did something pertaining to my node, and I can’t recall what that was now. My modem levels are always in between 0-2.5 dB and on the TV side of things, In between -4 and +4 dB depending on the frequency and how hot or cold it is outside. While +7 dB is a little high IMO, it certainly is well within spec and shouldn’t be the cause of any issue. SNR of 42 is excellent, mine is usually 36 or 37.
--
iPhone: 4” 1136 X 640 Display, 1.30 GHz Dual Core Processor, 1 GB RAM
MyPhone: 5” 1920 X 1080 Display, 1.50 GHz Quad Core Processor, 2 GB RAM
So tell me, why is exactly is the iPhone so great?
Droid Does What Jobs Won’t Let You Do.


plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3
So, I read the last two replies, and wanted to confirm what I'm reading as far as the signals I reported go.

There are three items that, if out of range, can cause issues: Downstream Power, Downstream SNR, and Upstream Power.

Downstream SNR, according to Happydude32 See Profile is "excellent", so I don't have an issue there, correct?

As far as Downstream Power, I see one report of "Its to high", and two reports of "it is within spec". So, which is it?

Finally, no mention of the Upstream Power level. How does it look?

As I said in my last post, my problem was I needed to modify a setting on Netflix, in regards to the quality of the stream, as her laptop cannot support an HD video stream due to not having enough graphical power.

But, since I did post her signal levels, if there is something out of spec, then I can work with her to work with TWC to get things fixed, if indeed there is an issue.

Thanks,

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail


mackey
Premium
join:2007-08-20
kudos:13
Yes, your Downstream SNR is excellent. 35 dB is the minimum, and I like to see at least 37-38 to allow for some fluctuation.

Although the Downstream Power is slightly high, it is well within spec. Although they say anything between -15 and +15 will work, I was having major issues when mine was in the +12 range. 0 is considered "perfect," so the closer to 0 you can get it the better. +7 is close enough that I wouldn't worry about it too much.

Your Upstream Power is a little low, but again it's well within spec. Really as long as it's below 54 or so it's fine, though lower 40's is "perfect."

There's also an Upstream SNR, but only the equipment on TWC's end can see what it is. You can probably call up tech support and get it, but trying to explain what you want and then getting the rep to actually look it up may be challenging.

Really your levels fine as they are, but if you really want it perfect, hop over to Amazon and pick up a 6dB attenuator. That'll drop your downstream by 6 and also increase your upstream by 6, putting them both into the "perfect" range. TWC's not going to do anything with the levels as close as they are, and I believe most first/install techs don't even have attenuators on their truck (they can fake it with splitters though...).

/M

Happydude32
Premium
join:2005-07-16
kudos:1
reply to plencnerb
Generally speaking:

Downstream Power Level: -15 to +15 is within spec, as close to 0 as you can get is desirable
Upstream Power Level: ~37-53 is within spec, I forget the exact range of levels but that’s close, I’d aim for the mid 40s personally
Downstream SNR: Anything above 33 is good, the higher the better, your 42s are among the highest I’ve ever seen

For upstream power levels, the supervisor at TWC that I have contact with told me he tells his guys to aim for 42-44 dB. Your Upstream level at 37, IMO is a little too cool.

Here’s a screen cap of my levels. Due to some issues I’ve had with pixilation on digital cable, my levels are looked at every so often by a supervisor in my area to make sure they are well within spec.



--
iPhone: 4” 1136 X 640 Display, 1.30 GHz Dual Core Processor, 1 GB RAM
MyPhone: 5” 1920 X 1080 Display, 1.50 GHz Quad Core Processor, 2 GB RAM
So tell me, why is exactly is the iPhone so great?
Droid Does What Jobs Won’t Let You Do.


plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3
Everyone,

Thanks again for the clarification of my friends signal levels.

I did check the price of a 6dB attenuator on Amazon. For just a few bucks, I will probably get one and install it the next time I'm at her place. If it does make things "more perfect", then all the better. If not, I'll just remove it, and keep things as they are.

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail


Jabbu
Premium
join:2002-03-06
reply to plencnerb
The term "perfect" is thrown around a little bit too much.

You can have 0db, which has been coined "perfect" here, but if the BER, which you cannot read off the diagnostics is bad, or the MER which is the SNR you can see is bad, that "perfect" signal is trash.

I've seen modems as low as -19 performing just fine and I've seen modems locked at +23 with no ill effect. I will take -10, clean over +10 dirty all day long.


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:17
You can calc BER by figuring the percentage of errors code words or octets compared to unerrored. Most DOCSIS 3 modems and some DOCSIS 2 modems show those stats.


djrobx
Premium
join:2000-05-31
Valencia, CA
kudos:2
Reviews:
·Time Warner Cable
·VOIPO
reply to plencnerb
AV sync issue is unlikely to be a connection problem.

Check for updated sound and video drivers. Some have had success by watching movies in the 64 bit version of Internet Explorer.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.


plencnerb
Premium
join:2000-09-25
Carpentersville, IL
kudos:3
The issue has already been resolved. It had to do with the fact that my friend's laptop does not have a good enough video card for streaming HD content. Or, to use Netflix's wording, "Best Quality".

When we have it at that option, she runs into the problem on her laptop. A desktop in the same house with a stand-alone video card works fine with the same item. I did build that desktop, however I don't remember the exact make/model of the video card except that it is a Nvidia one, and it has at least 512 MB of dedicated ram on it.

She also has a playstation in the house, which also works fine at that setting. Again, this probably has to do with the graphics capabilities of the playstation compared to her laptop (playstation is probably much better).

To get her laptop to work, we had to modify the setting that I indicated with a picture from "Best Quality" down to "Good Quality". She has not had a problem since we did that.

--Brian
--
============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail