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Help with troubleshooting [SOLVED]

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wiseman93

Newbie
Hey all,

Looking for a. little bit of support or some tips when it comes to troubleshooting. I feel I have tried most of the usual stuff and can't seem to find any threads that are similar to what I am experiencing.

Device: Firestick 4K with Ethernet adaptor.
ISP: TalkTalk 75mbs
VPN: SurfShark
App: TiviMate Premium

So I currently have 2 iPTV providers... one that I use as a back up which was relatively cheap. Then I have my main one which is a tad more expensive but does contain the good categories and 50FPS BBC1 etc. Cheaper seems to only have 25FPS on the normal Freeview.

The issue I am having is with my iPTV Main. Every 5 - 10 mins I get a buffer for maybe 3-4 seconds then it starts again but it throws the audio out. Changing channel and going back seems to resolve this audio issue until it buffers again. Just to be clear I am talking about the buffering as the issue not the audio sync.
Say for example its happening on MTV FHD
I'll go onto my cheaper backup provider and have 0 issues all night. Easy enough to say just keep the backup one but would prefer to have one of the "Premium" providers and one as a back up in case that goes down for whatever reason.

Ive spoke to someone who "apparently" has the same provider as me and has tried the same channels, they are having 0 issues which would put the ball in my court, but surely my other cheaper provider would be playing up also if that was the case.

I have made sure that none of my other devices are using the connection as I only have 1 on this provider as trialing a month.

What I've tried:
- Changing Buffer size on TiviMate
- Changing VPN Server & Protocol
- Clearing Cache
- Resetting router & Firestick
- Changing to HLS

If anyone has any other recommendations would be appreciated, maybe a specific VPN location they prefer. Im based in the UK.

Thanks
 
It sounds like you've done a great job with the initial troubleshooting at least. Which VPN/locations have you tried? I use ExpressVPN and have had success with Canada, Germany, Netherlands with little buffering.
 
I would definitely try connecting to other countries on the VPN. If that doesn't fix it, with everything else you've tried, it unfortunately may be a provider issue? A solid service shouldn't be causing buffer issues like that all the time. Occasionally, makes sense, but all the time is an issue if the VPN isn't resolving it.

Let us know what locations you've tried like @Zbar asked/suggested and we can all troubleshoot from there.
 
Zbar said:
It sounds like you've done a great job with the initial troubleshooting at least. Which VPN/locations have you tried? I use ExpressVPN and have had success with Canada, Germany, Netherlands with little buffering.
Click to expand...
Ive tried a fair few, and never really took note. But the usual Netherlands, France ETC. What I've not tried is no VPN. What I'll do is work through the ones you've mentioned and monitor from there and take note, Never really tried any over towards US & Canada ! Hoping it's something simple like the VPN! Thanks
 
wiseman93 said:
Ive tried a fair few, and never really took note. But the usual Netherlands, France ETC. What I've not tried is no VPN. What I'll do is work through the ones you've mentioned and monitor from there and take note, Never really tried any over towards US & Canada ! Hoping it's something simple like the VPN! Thanks
Click to expand...
Did you change from Ethernet to Wifi?
Since Ethernet adaptor is not a good option for Firestick.
 
kashiviral said:
Did you change from Ethernet to Wifi?
Since Ethernet adaptor is not a good option for Firestick.
Click to expand...
This did come to mind, ill try the VPN locations and see if I am still having issues then ill try and go back to the Wifi. I had a look and seen that they're not good for speeds over 100mb or something. Just thought if it was both providers id be definitely thinking it's something localized.
 
The other thing is just because your internet is 75Mbps doesn't mean you're actually getting that anywhere on the network in your home. It could be as simple as the cheaper service is working because it's lower frame rate. I doubt this is the issue with that much headway, but it is something to keep in mind when it comes to streaming.

Have you run a speedtest app to see what the speed to the firestick is?
 
mavs4life said:
The other thing is just because your internet is 75Mbps doesn't mean you're actually getting that anywhere on the network in your home. It could be as simple as the cheaper service is working because it's lower frame rate. I doubt this is the issue with that much headway, but it is something to keep in mind when it comes to streaming.

Have you run a speedtest app to see what the speed to the firestick is?
Click to expand...
Yeah so on the firestick im getting a fairly stable 67 each time I run the speed test. Only time it changes is when I use UDP Protocol on Surfshark -- It drops down to around 25 so I change back to wiregaurd and it jumps back up to 67. Ill try than on wifi and see if it does the same.
 
wiseman93 said:
Yeah so on the firestick im getting a fairly stable 67 each time I run the speed test. Only time it changes is when I use UDP Protocol on Surfshark -- It drops down to around 25 so I change back to wiregaurd and it jumps back up to 67. Ill try than on wifi and see if it does the same.
Click to expand...
Wireguard is definitely the way to go. Speed wise you should be good to go with IPTV streams there. Just figured I'd throw that out there for thought.

Let us know what you come up with when you try everything out.
 
wiseman93 said:
This did come to mind, ill try the VPN locations and see if I am still having issues then ill try and go back to the Wifi. I had a look and seen that they're not good for speeds over 100mb or something. Just thought if it was both providers id be definitely thinking it's something localized.
Click to expand...
I would leave your device on Ethernet as you will not encounter any interference.
Also your connection is not over 100mb so the Ethernet connection is 100mb max on the Firestick.
You can buy Ethernet adapters to increase that speed but you don’t need it with your connection.
I would definitely try your sub without the vpn connected just to test to see if the buffering improves.
You could also try your sub on your phone using your mobile network to test also or at a relatives friend’s house if possible.
Not sure if you have read this troubleshooting guide.
IPTV Troubleshooting Guide
 
Aristotle said:
I would leave your device on Ethernet as you will not encounter any interference.
Also your connection is not over 100mb so the Ethernet connection is 100mb max on the Firestick.
You can buy Ethernet adapters to increase that speed but you don’t need it with your connection.
I would definitely try your sub without the vpn connected just to test to see if the buffering improves.
You could also try your sub on your phone using your mobile network to test also or at a relatives friend’s house if possible.
Not sure if you have read this troubleshooting guide.
IPTV Troubleshooting Guide
Click to expand...
Thanks for the input just trying a couple of things to see how it goes...

I also have another provider that I have paid 6 months for 3 conns... I am convinced they are a reseller of the provider I have a one month sub with. So I done a little test which may also be conflicting.

Ive loaded up the MacBook with UHF... Went on Sky Witness FHD with my 6m Provider 3 cons Manchester VPN

Loaded up Firestick with Sky Witness FHD with 1m Provider. Canada VPN

They have been running okay for about 20 mins and then I got the buffer. At the same time...

Both on different VPN locations.

It has been running better than normal on this channel TBH its normally more frequent.

Only thing I can really do know is do the same thing but with the backup provider I use which I rarely have any issues with. I am almost certain there is no issue with the broadband itself, I work for Openreach and have looked into the performance of the line itself using our tools. Only other thing I can do is turn the router off for a good while.. over 30 mins which should reset the physical session which will be active on talk talk end.

Starting to point more toward the provider now for me tbh but I've heard such great things about them which is frustrating!!

Thanks
 
I'll just throw another idea into the ring because I haven't seen it mentioned in the thread yet. It could latency related depending where the actual cdn is that's hosting the service. If the server your trying to connect to was for instance in America you'd likely experience something similar to what you're experiencing now. Add the vpn in and you'd be adding even more latency.

I'd try the SD version of the channel and just see if you experience the same issue.
 
kashiviral said:
Did you change from Ethernet to Wifi?
Since Ethernet adaptor is not a good option for Firestick.
Click to expand...
I'd be interested to know why you say Ethernet adaptor is not a good option for Firestick as I have had a similar problem with my bedroom Firestick and going back to Wifi over Ethernet seems to have improved the buffering?
 
I'm guessing you've done the usual housekeeping on the stick, my next move would be to put a request in for a new sub and try a 24 hour trial and then take a month sub for a tenner or whatever if the trial is ok. If still no joy, can you be sure your original sub isn't being re-sold by your provider? Failing that i'd wonder if you're being throttled by your isp, sky were doing it to me and all of my issues disappeared as soon as i went over to BT
 
Have you tried different players … VLC or Mx , Try doing a factory reset on the stick and only install minimum amount of apps. How about VOD is that ok ? Try it without vpn.
 
With ethernet adaptors be careful not to plug them into extension leads. They need a direct connection through your ring circuit main.A connection from a connection may cause instability
 
I've had bad luck with ethernet adapters on the firesticks.... I've got pretty good wifi in the house and maybe that's why, but my internet speeds are always crap with the adapters. In this instance though, he shouldn't really see any difference between wifi and ethernet with the 75mbps connection speeds. Stability is the most important thing here IMO.
 
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