iTunes Radio skipping songs

For a few days now my iTunes Radio stations automatically skips over a bunch of songs and eventually plays one. Then it skips a bunch of other songs. This happens on my Mac, iPhone and multiple iPads. The one thing in common is all the devices are connected to the internet via Cox. When I turn WIFI off on the devices, iTunes Radio works fine. At work, on Wifi, iTunes Radio works fine as well. I'm not the only one experiencing this problem either. There are others on the Apple support forums complaining about the same issue. Anyone on here have the same problem?

Responses

Mike_A

New Contributor

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9 Messages

12.1.2.27

Just updated yesterday, but with no effect on the problem.

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45_ACP

New Contributor

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8 Messages

iTunes 12.1.2.27

AppleTV 7.2

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ChrisL

Former Moderator

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7.1K Messages

From what I understand that update was just released today well after the problem first started, are you still seeing any problems?

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45_ACP

New Contributor

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8 Messages

Yes, same problems.

After the iTunes update was installed, same problems.

I tried flushing the DNS cache again, same problem.

I tried changing to Google DNS servers and re-flushing the cache, same problems.

I tried changing to the alternative Cox DNS servers and re-flushing the cache, same problems.

I hot-spotted my VZW phone (Android OS) and forced my AppleTV to connect to it, no problems.

Can't connect my PC to the phone to verify iTunes Radio will work correctly via my cellphone, but logic would dictate a positive result if I were able to do such a thing.

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ChrisL

Former Moderator

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7.1K Messages

For what it's worth I don't think changing DNS servers or flushing cache will help. From the evidence provided it appears the problem isn't with the Internet connection. Latencies reported in the trace routes provided to the CDN servers appear to be fine suggesting it's not a routing issue either.

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45_ACP

New Contributor

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8 Messages

I disabled the firewall on my router (ASUS RT-AC68U) and so far the problem seems to have disappeared.

I'm not sure this is a good idea for the long-term, but commonly used ports still show closed to external requests so I'll roll with it for now.

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ChrisL

Former Moderator

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7.1K Messages

@45 ACP

That's very interesting data indeed. Do you think it would be possible to contact Apple back and see if they have any suggestions as to what should be permitted through the firewall for this to work?

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45_ACP

New Contributor

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8 Messages

Already done and I will post suggestions if/when I get them.

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45_ACP

New Contributor

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8 Messages

After a half day of successful use, it started happening again. I rebooted the router and confirmed that the HW firewall is still disabled. Quite frankly, I give up. Apple tells me to talk to Cox and as we have seen here, Cox says to talk to Apple. I feel like I am 14 years old again asking my parents for permission to go to the party. Competition is always good for the consumer. Here's hoping a viable alternative ISP enters my market. In the meantime, I'll keep paying the bill and using Pandora.

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ChrisL

Former Moderator

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7.1K Messages

Indeed this is proving to be a difficult issue to isolate. Because it works on a different Internet connection that indicates a problem affecting Cox however the same customers are reporting no other problems with their Internet suggesting it's an iTunes problem. We're certainly willing to continue trying to help with. We can't however troubleshoot iTunes itself as how that's an Apple service but if there is a connectivity problem we can look into that. With that being said are there any connectivity errors thrown when the problem occurs? Also, what steps has Apple done with you to help diagnose what is going on? Any details they can provide showing there the problem may be would be most helpful.

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Sleeper

New Contributor

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4 Messages

I switched my DNS servers to the Google ipv4 and ipv6 recommended ones. Things worked for about 4-5 days and now I have the problem again. Can't play my own music through wifi unless its already downloaded and radio skips almost everything.

I'd like to add some color to this situation... I recently bought something from Amazon Prime. I placed the order and the webpage said I would get it Thursday. My confirmation then said I would get it by friday night. I emailed Amazon to let them know about the problem and that I felt I was misled. The next day I received a message from Amazon apologizing and a full refund. Still got the product. That's customer service. They countered my bad experience with enough positive experience to balance it out and turn it to their favor.

I work 50 hours a week and I expect the businesses that I pay for services to provide excellent customer service. In other words, I don't want to have to spend my valuable down time trying to fix issues with services I pay for. For the amount of money I pay (and all of us pay) Cox what I expect should happen is that they take the initiative to solve this. Instead of making me come here and check forums and run trace routes why don't they just get my account info and send a tech to my home... to all of our homes? Take ownership and provide customer service. Take care of your customers. If it's discovered that it's definitely an Apple issue, work with Apple to solve it and keep us updated. Stop making us do the work. I frankly resent it and I'm done working to fix this.

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Mike_A

New Contributor

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9 Messages

ChrisL said:
Also, what steps has Apple done with you to help diagnose what is going on? Any details they can provide showing there the problem may be would be most helpful.

Are you following the discussion on the Apple support forum here? https://discussions.apple.com/thread/6868044?start=90&tstart=0

It's mostly Cox customers complaining about the same problem, but there is a reference to a Tier 2 support ticket and some investigation.

I have had no other connectivity issues with my Cox network connection. It's just the iTunes radio problem which seems to be fixed intermittently by switching to a non-Cox DNS server.

But I agree with Sleeper that this is a customer support issue. You shouldn't expect your customers to do your troubleshooting for you. The problem has been identified. There are multiple reports so it's not an isolated incident. It's time for Cox to get with Apple and troubleshoot the problem.

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biscuit

New Contributor

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4 Messages

I'd like to add that today my iTunes radio is once again skipping songs. Seemed to work after factory restoring (hard rest) the modem. Except today all of the iPhone's in my household are experiencing another issue along side it. About half of the pictures in Facebook will not load.... Both thru the app and thru safari. Switch to LTE and they load just fine... Switch back... Nothing. It has to be an issue of traffic routing either via DNS to CDN servers or some sort of haywire traffic shaping.

I go on business way to much to be able to sit and troubleshoot this, my wife won't have the patience chasing babies around.

I REALLY hope this gets resolved! I agree with Sleeper, I just don't have the time to constantly sit and troubleshoot this. The service should work "out the box".

Very very frustrating.

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ChrisL

Former Moderator

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7.1K Messages

This is a problem we would definitely like to understand better so as to be able to assist our customers. Note in the Apple threads referenced above however that many users are reporting that the problems are also occurring on LTE connections as well as other non-Cox Internet connections leading us to believe the issue may be else where. That being said it may be worth while to follow up with Apple to troubleshoot further however should anybody have evidence showing a problem within the Cox network we're eager to explore this further.

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biscuit

New Contributor

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4 Messages

I'll be living off hotel wifi and LTE for the next couple weeks. I'll let you know how it goes. But I've never had the issue on LTE

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iTunes Radio skipping songs

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