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Low quality netflix (Netflix asked me to contact ISP)

Dabbler
Posts: 16
Thanks: 5
Registered: ‎03-06-2019

Low quality netflix (Netflix asked me to contact ISP)

Hi, been on the phone to Netflix support for the last hour.

 

Issue: Low quality netflix (anything uncached). Image on 55" 4K TV is lower than SD. Image on phone is pretty bad, but watchable, image on PC unwatchable, all games consoles unwatchable (through 55" TV)

 

Resolutions attempted:

Restart internet (duh) X

Change from auto to high for image quality/data usage X

Check difference devices on wifi/powerline/hard wired X

Check on 4G (Works fine, no low image issue)

 

They have asked me to raise this with the ISP. 

 

Will someone from plusnet pick this up here or will I have to call up? I believe the port netflix uses is being throttled or blocked by Plusnet.

 

Thanks,

Andy

81 REPLIES 81
Dabbler
Posts: 17
Thanks: 4
Registered: ‎02-08-2020

Re: Low quality netflix (Netflix asked me to contact ISP)

I have exactly the same problem! The quality is appalling, on both Netflix apps on FireTV stick and on the LG TV. I contacted Netflix, they said it's an issue with my ISP. I tested Netflix by connecting my TV to my 4G personal hotspot via iPhone and the quality looks great so this proves that it's something to do with Plusnet. Any help please?Huh

Plusnet Help Team
Plusnet Help Team
Posts: 218
Thanks: 52
Fixes: 21
Registered: ‎31-03-2020

Re: Low quality netflix (Netflix asked me to contact ISP)

Thanks for contacting us about your Wi-Fi, check out the help and support page here https://community.plus.net/t5/Plusnet-Blogs/How-to-boost-your-wi-fi/ba-p/1450193

If this post resolved your issue please click the 'This fixed my problem' button
 Will
 Plusnet Help Team
Dabbler
Posts: 16
Thanks: 5
Registered: ‎03-06-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

This is not a fix, “boost your wifi”?... did you even read my post?

This happens through all forms of connection.

Wired, power line, WiFi.

Plusnet is blocking/throttling Netflix port.

Please fix this rather than suggesting silly “boost your WiFi” pages.
All Star
Posts: 680
Thanks: 447
Fixes: 1
Registered: ‎27-12-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

@andy499 @makkurokurosuke What results do you get when you use https://fast.com/

Dabbler
Posts: 16
Thanks: 5
Registered: ‎03-06-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

Really?... you’re asking me this?

Anywhere from 40-50 depending on device and how it’s connected...
Dabbler
Posts: 16
Thanks: 5
Registered: ‎03-06-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

See here for a sample of how bad the quality is on my TV

https://streamable.com/dxpfcm
All Star
Posts: 680
Thanks: 447
Fixes: 1
Registered: ‎27-12-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

Evidently! So what makes you think Plusnet are blocking/throttling Netflix? If they are then why are you two the only ones having an issue?

Dabbler
Posts: 16
Thanks: 5
Registered: ‎03-06-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

Because streaming Disney plus, YouTube in full hd is fine, Netflix is fine on 4G (TV tethered to phone on 4G) and my speed is fine.

Netflix support also advised this *could* be the case.
All Star
Posts: 680
Thanks: 447
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Registered: ‎27-12-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

Is this issue present 24/7 or does it only manifest itself at night i.e. when you made the original post? What does it look like now?

The reason Netflix suggested this was probably to get you off the phone, if you were on it for over an hour!

Dabbler
Posts: 16
Thanks: 5
Registered: ‎03-06-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

Present consistently since yesterday.

Currently the same, please check the video I sent above and you’ll see how bad it is. Unwatchable
All Star
Posts: 680
Thanks: 447
Fixes: 1
Registered: ‎27-12-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

Sorry @andy499 I've no intention of using the link you provided it's nothing personal it's just something I wouldn't do but I'll take you at your word as regards the quality.

What kit do you have in your house? You said you'd rebooted the router but sometimes it's beneficial to restart your whole network. Shutting everything down in Client (PC, Console) to Server (Router) order and restarting in reverse. This operation covers everything including PowerLine Adapters, Switches etc.

You're maybe thinking that this, at best, is pointless, but when you have nothing to lose and it has worked in the past for others surely it's worth a try.

Dabbler
Posts: 17
Thanks: 4
Registered: ‎02-08-2020

Re: Low quality netflix (Netflix asked me to contact ISP)

Unfortunately I have the same problem as the OP. It's been happening since yesterday. As a prove that it's something to do with Plusnet, I tethered my phone 4G connection to my TV and streamed without problems. When I switched back to home WiFi, it's pixelated again.

 

All Star
Posts: 680
Thanks: 447
Fixes: 1
Registered: ‎27-12-2019

Re: Low quality netflix (Netflix asked me to contact ISP)

To be fair @makkurokurosuke that doesn't really prove it is Plusnet's fault, the routing used to get to the Netflix servers will be totally different for the two Networks.

Dabbler
Posts: 17
Thanks: 4
Registered: ‎02-08-2020

Re: Low quality netflix (Netflix asked me to contact ISP)

Well, it also doesn't prove it isn't Plusnet's fault, does it? Can you please tell me how could I prove it one way or the other then?