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Richard
Richard, Network Architect
Category: Networking
Satisfied Customers: 32074
Experience:  15 years consulting in the IT industry with Networking
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Why does my BBC iPlayer online streamimng keeps buffering and

Customer Question

Why does my BBC iPlayer online streamimng keeps buffering and stopping? and receive the error message insufficient bandwidth

Same problem with all other on demand,40d five on demand player.it stutters then freezes.

it seems to be buffering every 3 or 4 seconds.

My broadband is fast I am getting average speeds of 6.5mb all through out the day I recently upgrade to new pc but the same problem exist.

I'm using a desktop pc windows 8 norton antivirus, browser used chrome, explorer safari.

I have no problems with youtube.

however BBC iPlayer diagnostics page test confirms my internet is fast enough to handle it.

I contacted Internet provider they said they is fine from their side.

I also contacted bbc support services they said to reinstall the browser and Adobe Flash. It didn't help
Submitted: 2 years ago.
Category: Networking
Expert:  adamd-mod replied 2 years ago.

Hello there,

I've been working hard to find a Professional to assist you with your question, but sometimes finding the right Professional can take a little longer than expected.

I wonder whether you're ok with continuing to wait for an answer. If you are, please let me know and I will continue my search. If not, feel free to let me know and I will cancel this question for you and refund your deposit.

Please note, I am just a moderator for this category, I can only try and find experts to help, I can't answer the question itself.

Thank you!

Adam

Customer: replied 2 years ago.
Okay I will wait
Expert:  adamd-mod replied 2 years ago.

Hello,

Thanks for replying.

We will continue to look for a Professional to assist you.

If you decide on a refund, or wish to keep the credit for a future question, then of course we'd honour it.

Thank you for your patience,

Adam

Expert:  Richard replied 2 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

Can you tell me which internet modem you are using?

Thank you
Customer: replied 2 years ago.

modem router

Expert:  Richard replied 2 years ago.
yes, what is the make and model of it?
Customer: replied 2 years ago.

its EE broadband bright box wireless router

Expert:  Richard replied 2 years ago.
Thanks

First step is to remove the power from it and wait 5 minutes.

Then power it on, and tell me if you still get the buffering issue please.

Let me know the results please

Customer: replied 2 years ago.

i always do that but it doesn't help

Expert:  Richard replied 2 years ago.
Thanks

Is you computer connected to it via wireless or a cable?
Customer: replied 2 years ago.

its wireless

Expert:  Richard replied 2 years ago.
ok, connect to it via a network cable.

Test and tell me if it still gives you the buffering issue please.
Customer: replied 2 years ago.

i have also tried aswell that same problem still

Expert:  Richard replied 2 years ago.
ok, then we reset the router, to completely rule this out.

Connect via a network cable, as this can remove the wireless.

Then hold the reset button in on the back of it, for 10 seconds, then release.

Restart the computer and tell me if you still get the buffering issue.

Customer: replied 2 years ago.

ok done it still the same issue

Expert:  Richard replied 2 years ago.
Its not the router then.

It is the bandwidth being provided to you for the service, and you are going to have to contact BT to have them check your account.

It is not the computer, as you get this problem via another device

It is not the connection as it would not happen over a cable.

And we have just ruled out the router as the problem.

It is the bandwidth they are allocating to your account for this service.
Customer: replied 2 years ago.

BT provides my phone line


EE provides my broadband


who provides the bandwidth and who do i contact ?

Expert:  Richard replied 2 years ago.
BT, as your using a BT service for this with your account. Your internet connection itself is fine (you do not get any speed issues anywhere else, as you indicated).


Customer: replied 2 years ago.

i have contacted bt before about this problem but failed to explain the problem properly but they pass the buck, they told me it's not them i should contact my broadband provider.


how should explain it to them clearly

Expert:  Richard replied 2 years ago.
That you have reset the router, you have the issue on multiple devices, and you have no connection issues with any online services except with BBC.

Richard, Network Architect
Category: Networking
Satisfied Customers: 32074
Experience: 15 years consulting in the IT industry with Networking
Richard and 3 other Networking Specialists are ready to help you
Customer: replied 2 years ago.

i forget to mention it to you.


 


i can stream BBC iPlayer online and demand,40d five on deman on my Iphone 5 without any problems.


 


could it be a problem with my pc?

Expert:  Richard replied 2 years ago.
But you initially said

"Same problem with all other on demand,40d five on demand player.it stutters then freezes. "

So I am confused, is it or not working on other devices?

As this was an important statement.
Customer: replied 2 years ago.

sorry for the confusion


 


 


it works on my iphone 5


 


not in my laptop or desktop pc

Expert:  Richard replied 2 years ago.
ok...

What internet browser are you using on the Laptop and PC?
Customer: replied 2 years ago.
I mainly use google chorme and Internet explorer
Expert:  Richard replied 2 years ago.
and you get the problem in both browsers?
Customer: replied 2 years ago.
Yes
Expert:  Richard replied 2 years ago.
ok, click start, type in

%temp%

Press enter

Delete all files and folders listed there.

Skip any files windows says are in use.

Once done.

Please do the following in Internet Explorer

Click Tools (the gear wheel top right) than Internet Options

Click on the General Tab and Delete all Temporary Internet Files.

Than click the Advance Tab and click Reset


Then restart the computer, run Internet Explorer and tell me how it then performs please.

Customer: replied 2 years ago.

hi


tried it still the same problem

Expert:  Richard replied 2 years ago.
Go to Start, Control Panel, Programs, uninstall a program

Do you see the player listed?
Customer: replied 2 years ago.
I see bbc iplayer downloads listed
Expert:  Richard replied 2 years ago.
ok, click on it and uninstall it.

then restart the computer.

Then go to the iPlayer site, download and install then try running it.

Let me know the results please

Customer: replied 2 years ago.

its the same

Expert:  Richard replied 2 years ago.
If you pause and wait 5 minutes, then play, is it ok?
Customer: replied 2 years ago.
No
Expert:  Richard replied 2 years ago.
Run it on low quality, what then happens?
Customer: replied 2 years ago.
Runing it on low quality it plays much further before stuttering then freezing
Expert:  Richard replied 2 years ago.
But it still does freeze correct?
Customer: replied 2 years ago.
It does still freeze
Expert:  Richard replied 2 years ago.
ok, we are going to need to reinstall windows.

Do you have your data backed up?
Customer: replied 2 years ago.
I don't have much important data I'm using Windows 8, I'm not to sure on how to reboot
Expert:  Richard replied 2 years ago.
ok, go to the windows login screen.

On it, hold SHIFT and click on the power icon and click restart (still holding Shift) until it has restarted and you are at a menu.

Choose Troubleshoot, then choose Refresh my PC

Let this complete and then tell me if iPlayer is now working please.

Customer: replied 2 years ago.

hi


this didn't work

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