Netflix resolution is really bad.

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  • Problem
  • Updated 9 months ago
  • Acknowledged
After talking to the Viasat Support team, I have been trying to make the best of the streaming I have, and I really need some help if some have some ideas..

On my plan, I have three devices my PC, Roku and PS4, on these devices if I use Hulu, CBS Online, and any other service OTHER, than Netflix, the resolution is ok, in fact at times of none action it looks good..  But on Netflix it is always grainy and pixalated and just really really bad..

I have checked the settings I see on Netflix, and I have checked my speed, I have good speeds, but Netflix is just bad..

Has anyone experienced this, as anyone got some ideas.. is there something I am doing wrong or a setting..  I do not get it.. I have it on High Video and just cannot find why it is the only one that looks terrible...
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Ricky Dean

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Posted 9 months ago

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Brad, Viasat Employee

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Hi Ricky
Are you streaming at the resolution your plan calls for? Many of the current plans have resolution limitations and pesky Netflix likes to bump it up by default
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Ricky Dean

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Hey Brad..

On Netflix it is not even close... Aka the shows old and new are so bad you can barely see a face, and movement are just streaks across the screen that take time to go away.. and again the other services are good.. so the short answer is no
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Ricky Dean

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Brad I can post the Case # if you can help.. but I really do not feel I was assisted in a positive way..
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Jim16

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On Netflix, go into your account on your computer and set the playback to AUTO.  This will let Netflix stream at the speed you have available, which can vary.
(Edited)
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Steve Frederick-VS1/Beam314, Champion

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What plan are you on? Unlimited plans have video resolution restrictions, other plans have the Video saver option to be On or Off.
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VeteranSatUser, Champion

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Yes. What plan are you on??? That is the first question you need to answer.
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Ricky Dean

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Again.. I am trying to express I am not getting the resolution.. Hulu I see video and people.. Netflix I see huge local blocks and awful video... How can I express better..
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VeteranSatUser, Champion

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What VIASAT plan are you on? Liberty? "Unlimited"? Freedom?
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Ricky Dean

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Gold 30
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Steve Frederick-VS1/Beam314, Champion

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With Netflix, you should use the Auto resolution setting, then it can adjust to what your connection it is getting. I use Netflix all the time and have never had this issue. At my lake place, I have Spectrum(Time Warner) and never had the issue either, even though I am grandfathered in on an old 3 Mbps plan. Yup, I am cheap, the plan is only $15.00 a month, but gives me a usable internet for me.
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Ricky Dean

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I was on auto first.. it was the same.. really bad.. other streaming were fine.. it seems Netflix is blocked or over throttled... Their speedtest says 1.1 Mbps.
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Ricky Dean

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Gold 30
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Ricky Dean

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I am supposed to get 720 and I am not even getting 280 on Netflix
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Ricky Dean

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Yes.. when I was on the 50 gig a month plan, it was awesome, then silver was bad, and now on gold, you just can't even make out the people on the screen
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VeteranSatUser, Champion

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Did you get a response from Brad when you emailed them? Include your Fast.com results at different times. See if you get similar results at different times of the day.
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Ricky Dean

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Well, like I said on this thread..  I emailed viasatlistens, and basically was just blown off and told it was Netflix and gave me a link to lower my resolution to save data..  

No it was not Brad, and I really am not trying to be ugly, but this person clearly did not take time to actually to read my Email nor this thread, they did reference this thread,  I do wish Brad would, at least I would feel we would take time to try to understand that I am only getting 1.1 for them and way better for everything else.. .
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VeteranSatUser, Champion

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Do not even mention Netflix. Ask why with the Gold plan you are consistently pulling less than 1.5Mbps with Fast.com, while tesmy.net is pulling x. It isn't congestion if testmy.net is pulling 8 or 9 Mbps. With Gold you should be getting 720p on Netflix...no problem.
(Edited)
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Ricky Dean

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I think I will take your advice, and maybe email them just that..  Thanks
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John

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Jab

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RE: 1.1 via Netflix own speedtest,

By chance did your IP change?
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Ricky Dean

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I would have to look on the Netflix site, I did not set it listed on their site, but it was all in 10 minutes and the polls and others were the same
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Ricky Dean

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Yes,,  this is the one I have been calling the Netflix Speedtest..  I just ran it 4 times and best result was 1.2 mbps..   I followed the link they have compare too (speedtest.net) .. and it was showing 10.1 mbps  
(Edited)
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Jim16

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1.2mbs is the Silver Plan speed.  Gold is more than that.  Should be around 3mbs.  Definitely something not right here.  I'm sure a mod. will come on and get this looked at.
(Edited)
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Ricky Dean

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I hope so, cause one skimmer every 24 hours is not helping
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Ricky Dean

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The first time I used Viasatlistens, Brad helped me so quick and nicely
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johnny c

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Directv finally got their act together.  They had their own Cisco Video player, and you had to disable adobe flash player and then their player crashed half the time and never worked with Firefox.

So this evening, now using Chrome, i went to DTV and now you only use adobe flash player and i checked fast.com 3.1 and streamed an old Curb your Enthusiasm episode without issue.

So if my speeds are only 3.1 down and i can stream at 480, i guess i am getting what i am paying for; point being it is the results that matter so i am going to be less concerned about speeds and more concerned about results.  It would be nice to be 720 or 1080, but i would never pay for that, have to be a major price drop. 

All other things with Chrome, you tube etc are working well.
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Ricky Dean

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Oh Brad..   LOL


Image result for Sending up smoke signals
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Brad, Viasat Employee

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Sorry I was out. Have you had any luck with troubleshooting with an agent on our Tier 3 support? I see that case you mentioned has been closed. I don't know if I'll have any answers but you can email again to viasatlistens@viasat.com and since it's just me in the office I'll be the one taking it (although most of the people I'll probably contact won't be here til tomorrow). This is definitely not sounding right if streaming on Hulu and other avenues are working. We aren't throttling Netflix save for resolution and since it's on all devices I think this is something specific to your connection.
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Jab

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Have you tried a VPN connection?
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Ricky Dean

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yah,,  but I really do not want to use more data, for the same amount of data, more so since I had to give up 50 gigs so I could have 720, which I already feel is a bit wrong,, but I am dealing.. plus I should not have to pay 5 to 12 dollars a month more for what I should be getting..
(Edited)
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Ricky Dean

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Case # 01741466  has now been 24 hours without a word....  and at this point I am assuming they are just ignoring the thread...
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Jab

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When NRTC turned on video saver option, it was turned on by default, and no means to turn it off.  Then it was fixed. When NRTC turned on video saver for me, it was clamped down to 1.1Mbps...I've got their basic Exede-5 package since 2012.  Then, the next day, it was set to about 3.2Mbps.

Front office, does not always know what's happening in back office...as such, CSRs read scripts.  One user at another forum has indicated Video saver switch was not operational, and tech/CSR support had to switch it for him.  So, this suggests a SNAFU, or an user issue.

I asked if your IP address had changed, but no response I'm aware of.  I don't know how the interface between Netflix and Viasat is setup.  Logically, I would suspect your SB2-Modem's MAC address is used at Viasat's land-based equipment to "inform" their Cisco traffic control equipment to set your speed, as based upon IP address.

If you have a SB2 Modem (NO WIFI) hooked to a router, then power down this equipment, and hook SB2 direct to a desktop computer.  Then power up equipment, and try fast.com or Netflix again.
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Ricky Dean

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Sorry, I thought I had replied that yes same IP
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Jab

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If no go with support, try what I suggested.  For SB2+, there is suppose to be in its menu a choice for bridge mode...if used, disconnect other ethernet ports except desktop computer.
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Ricky Dean

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I have this Modem

Image result for exede wifi modem
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Old Labs (VS1-329-L12FZ)

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Sounds to me like you're (i.e. your detected video streams) being incorrectly throttled to the Bronze plan speed rather  than the Gold - that may be a database lookup problem for your account, MAC address, etc. or simply bad info in the database associated with your account. Why that would only occur with Netflix and not others is beyond me - other than video stream detection is very fragile and other sources may simply not be detected. Offhand this sounds like a buggy algorithm - support both here and there appears to be kicking the can on this one...

At least with the old forum that's been disbanded, we did have some Viasat engineers that would passively monitor for problems like this and on rare occasions step outside of their swim lanes. 

Not sure how you break through the log jam of tiered support levels and get to someone at the appropriate technical level to address this (or at least get the proper info relayed to them) other than persistence and calling as suggested by Diana below.          
(Edited)
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Ricky Dean

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27 hours later I am told other customers do not have a problem with this and to speak to customer care,,   I am not sure to be mad or not...

Basically,  I am confident that they who indicate they have read this thread, basically has not even passed this to anyone further to address..  

So where I thought I was to send my issue to viasatlistens, I have been completely wasting my time..

Sorry,,  mad at me if you must, but I feel this is a support fail.. 
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Old Labs (VS1-329-L12FZ)

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Not necessarily, we don't know the algorithms used to detect video streaming. It's fragile and Hulu, CBS and others may not be detected as video sources and therefore not subject to throttling so it wouldn;t be noticed. Even the unlimited data policy says that:

Not all video sources are identifiable and some video sources may stream at a higher quality.
        
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VeteranSatUser, Champion

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Jim is correct. I have Prime too and Netflix works better overall.

Like I said, does it work the same on different devices? Did you confirm Gold is your plan? Have you played around with your Netflix settings.

The people at Viasat corporate (Brad, Diana, etc.) are very good at customer service and will do what they can for you. They are not the technical arm, but know who to work with to get you the help you need.

Let me ask again, have you run Fast.com at different times of the day? Do you always get low results (i.e. around 1 Mbps).
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Ricky Dean

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I have Gold

As I tried to answer, but did poorly,  Netflix is bad on PC,  PS4, and Roku, and the others are fine, so across all devices.. and yes, I have played with settings,, some here including yourself has given ideas on settings..

I do appreciate you all,, I am waiting hoping to get a US Tech rep, if I can get one on a Saturday..

And Veteran, I have tried to answer, but it is all over this thread..  I have run Fast.com and the other including Testmynet in the morning, at lunch, in the afternoon, at night and even late night,, there is never a difference..
(Edited)
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Jab

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RE: Old Labs says, "He's already gone the VPN route.."

Ricky said, "yah,,  but I really do not want to use more data,"

I do not understand YAH..I'm curious to know what is video's playback bit-rate speed on VPN. My focus :Netflix PLAYBACK setting
============

SB2+ WiFi Bridge Mode (Use one Ethernet Port on SB2+ for this test)

Enable/Disable Bridge on SB2+ WiFi Modem

192.168.100.1 Login
Scroll Down to Advance Settings
Scroll Down to Bridge Settings

If your VS-1 WiFi modem had its firmware upgraded, the above should apply.  So equipment is powered down, hook desktop direct to Ethernet Port, Power Up Modem/Desktop, make configuration change.  Either IP will change then, when set to Bridge Mode, or a reboot will be required of both devices.

I don't have Netflix, but if these two settings exist, try it with top one on another test, about 1.1Mbps, instead of 1.8Mbps.
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VeteranSatUser, Champion

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Ricky. You probably won't get very much help on the weekend. Keep trying to work with a mod on here to get your issue escalated to a person who can help.
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Diana, Viasat Employee

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Rick, there are many customers who are not having an issue with Netflix.  Please call Customer Care are speak to technical support when you experience the issue so they can troubleshoot real-time.   We will try to narrow down the issue. Our greatest desire is to ensure our customers are satisfied at all levels and to find the most suitable way to fix their problems!