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KieranfromLightbox

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#177881 17-Aug-2015 17:00
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We've seen an increase in buffering over the last week or so - and we're working desperately to find out what the cause is. 

If you're having issues with buffering - please follow these steps to help us out:

 

Click this link: http://www.ipdiagnostics.com/request.action?case=F-CS-1285842&URL=tdvott-s.akamaihd.net&client=akamai
Once the link is clicked, it will display a tracking ID, so please PM this to me - it helps us isolate when the buffering has occurred via our logs.
Date and time also helps us enormously - ideally the date and time when buffering has occurred 

Thanks!

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myfullflavour
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  #1368096 17-Aug-2015 17:17
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Are Spark users reporting buffering or mainly non-Spark users?



KieranfromLightbox

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  #1368351 18-Aug-2015 08:59
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myfullflavour: Are Spark users reporting buffering or mainly non-Spark users?


There's no pattern - it's across a range of devices / ISPs / Locations. So as you can imagine, it makes it harder to pinpoint a cause!

BarTender
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  #1373365 24-Aug-2015 21:17
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Ohh this is weird. Had complete failure issue and clicked the above link and everything came right.
Restarted phone. Tv with chromecast. Moved from android to ipad. Nothing worked. Clicked the above link after 20 mins of messing around. All good.



  #1373420 24-Aug-2015 22:29
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Uh-Oh!

 

We are unable to process your request as you have reached the maximum number of attempts for a given support case.

Please contact Customer Care if you think this is an error.

KieranfromLightbox

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  #1373488 25-Aug-2015 08:20
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Jase2985: Uh-Oh! We are unable to process your request as you have reached the maximum number of attempts for a given support case.

Please contact Customer Care if you think this is an error.


Is this an error message you received upon clicking the link?

  #1373492 25-Aug-2015 08:33
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yes

KieranfromLightbox

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  #1373495 25-Aug-2015 08:44
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OK - so the support ticket that the link is pointing to is closed. Just hold fire while we work through a new process for capturing feedback. 

I'll update this thread once we have more info

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