Netflix in Santa Barbara / Goleta Very Slow(multiple locations)

Netflix in Santa Barbara / Goleta Very Slow(multiple locations)

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Activity: 46 Replies | 7 Subscribers

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Beginning on or about January 3, 2018, Netflix performance in our neighborhood began to be terrible.  My overall internet connection remains great as seen in this speedtest.net screenshot (and Cox's own speed test looks fine). . .

. . . and yet Netflix shows are pixelated, pause, buffer, hang, and Netflix's speed test site reports anywhere from 500 Kbps (Note, K, not M) to 1-2Mbps.

I asked my neighbor a couple doors down to try the same tests.  He reports same.  His overall connection is fine but he gets a max of 1.2Mbps at fast.com.

Our internet connections our fine.  But our route to Netflix is terrible.  If I use my cellular connection on my phone to test Fast.com, I'm able to see 5.2Mbps.  So my cellular is better than my Cox High Speed Internet Ultimate package when communicating with Netflix.

I hope someone is able to investigate this.  I'm assuming more information can be gleaned about my address/info by Cox personnel if needed.  Otherwise, if necessary, I can open a support ticket so I can give more personal/technical/address information.

Thanks!

--B in SB

All Replies
  • Posted by webmonkey
    7 Jan 2018 1:09 AM

    Netflix in Irvine:

    Having the same problem, on fast.com i'm getting 79Kbps YES Kbps.

    However speedtest.net shows 33Mbps 

    Cox is throttling netflix.....

  • Posted by proxy
    7 Jan 2018 1:36 AM

    This is the same for Irvine / Orange County / CA.

    Fast.com speedtest result : 120 Kbps

    http://speedtest.googlefiber.net/ speedtest result : 150 Mbps

    WE CANNOT WATCH ANYTHING FROM NETFLIX.

  • Posted by Allan
    7 Jan 2018 4:37 AM

    Hello Everyone,

    We can look into this issue for you. Please send us an email with your full address to cox.help@cox.com so we can research this on your behalf.

    Thanks,

    Allan - Cox Support Forums Moderator

  • Posted by SB-Cox-User
    7 Jan 2018 9:15 AM

    Thank you!  For me though, it may be fixed.  Fast.com (Netflix's speed test) now reports 300+ Mbps and Netflix is operating great again.

    If the problem returns, I'll send the email as requested.

    Best,

    B

  • Posted by SB-Cox-User
    7 Jan 2018 5:22 PM

    As I feared, the problem returns.  Perhaps the momentary improvement was only due to it being early morning when few people were using Netflix on the west coast.

    I will write an email as directed.

  • Posted by B-Mc-C
    7 Jan 2018 5:32 PM

    Same here! Cox in Irvine, CA. Speedtest.net is showing me 200Mbps. Fast.com is showing 1.2Mbps. Called tech support; they denied any throttling and reset my modem. Speedtest is still 200Mbps and now Fast.com is 160Kbps (KILObits, not MEGAbits). On phone with Cox again now and they are still denying the throttling, but it's pretty obvious this is the case. They are also throttling my DirecTV NOW. For years, I've had perfect HD streaming with no buffering. For the past week, I've been unable to watch any of my TV services. I'm going to go to the press – this is HUGE.

  • Posted by SB-Cox-User
    7 Jan 2018 6:49 PM

    There are other possibilities besides intentional throttling.  I'm not yet ready to make accusations.  :)

  • Posted by Primecut
    7 Jan 2018 11:40 PM

    Me too.  I'm in Rancho Palos Verdes and experiencing the exact same thing. I have the 2nd highest internet package and current speed is well over 100mbps.  Netflix speed is capped to 500kbps, confirmed via fast.com and also by looking at the adaptive stream stats. 

    This is completely unacceptable and renders Netflix basically unusable.  If it's not throttling then how do you explain the 500kbps? If this is true, I'm cancelling tomorrow.  

  • Posted by mattbytes
    8 Jan 2018 12:21 AM

    Add me to the list.  Cox - Irvine, CA.  I think this has something to do with how Cox started enforcing datacaps.  And it's not just Netflix that is being throttled.  Having issues with YouTubeTV as well.

  • Posted by Becky
    8 Jan 2018 6:15 AM
    Hi Everyone,

    We can certainly investigate the issues you are experiencing. While watching Netflix, are you getting any errors? What devices are impacted? How are these devices connecting to the internet? (Examples: Smart TV hard-wired to router, wireless laptop using Netflix in a browser, tablet or mobile device using the Netflix app, etc.) Determine the Netflix server IP address each device is using and run 3 traceroutes to that address. Email the traceroute results in text format to cox.help@cox.com, along with a link to this thread and your full name/street address.




    Becky K.
    Cox Support Forums Moderator

  • Posted by aob90
    8 Jan 2018 8:37 AM

    Same thing is happening to me. Everything else is fast (over 100mbps) but when I try to stream Netflix, a 4k show that is usually in 4k is coming in at a top stream of 480... I set my Verizon phone as a hotspot momentarily to see if it's all of Netflix but my 4G connection was streaming at 1080p right away. This leads me to believe that Cox is throttling Netflix. 

  • Posted by SB-Cox-User
    8 Jan 2018 8:52 AM

    It need not be intentional throttling.  It could just be a saturated node "on the way to Netflix". . .

    For two mornings in a row now, I have awoken to perfect Netflix performance and fast.com reporting 400Mbps+

    But by evening (likely when southern california is all home and watching netflix), it slows to a trickle again and the problem returns.

    Will endeavor to supply information requested by Cox in prior post.

    --B

  • Posted by SB-Cox-User
    8 Jan 2018 10:48 AM

    Hi Becky,

    Thank you for your reply!

    Since fast.com (Netflix's version of speedtest.net) reporting a trickle (usually sub-1Mbps) coincides with the issue, would a traceroute to fast.com during trouble suffice?

    Right now, this morning, everything is fine.  350Mbps+ to fast.com.  But if the pattern holds, by tonight, it will be back to 500 kilobits per second and Netflix will be blurry, hitchy, and essentially unwatchable.  And, looking at my traceroute now, it does indeed appear quite different than what I remember seeing prior (there were "rr.com" in it prior, none now).

    For me, we primarily watch on our AppleTV.  But if traceroutes to fast.com won't suffice, I can replicate on a desktop/laptop and determine netflix server IP there.

    Thanks again!

    --B

  • Posted by TiffanyR
    8 Jan 2018 11:04 AM
    We would prefer to see a traceroute to Netflix. You can use IP 69.53.236.17 . By viewing the trace, it will help determine where the problem is. Are you able to send us a trace while you are having the problem and while you are not?

    Tiffany R. 
    Cox Support Forums Moderator

     

  • Posted by aob90
    8 Jan 2018 11:38 AM

    Not sure if it's throttling or not, but using my Verizon 4G connection at the same time that Netflix has been unwatchable on my Cox Connection, Verizon streams it just fine. This has been happening every night for hours until well after midnight.