Roku is aware that there are a number of users who have recently been experiencing inexplicable loss of video streaming quality, often going from a consistent 4 dots down to 1 dot quality. In an effort to try to gather as much data on this issue as possible for Roku and Netflix to analyze the situation and ultimately resolve it, we would like to request some information from anyone who is currently experiencing this problem. If you used to consistently get 3 or 4 dots of quality when streaming movies, and are now only able to get the 1 dot quality stream, we would like to know some particulars about your network environment. The info we need will only be used to analyze this particular issue and nothing else. The information we need includes:
1. Your geographic location (city/town and state is adequate)
2. Your ISP (internet service provider)
3. Type of service (DSL, cable, etc.)
4. Maximum speed of your service - if you are not sure, it is probably documented on your ISP bill or you can get a rough measurement at www.speakeasy.net/speedtest
or any number of on-line speed test websites)
5. Your Roku Player serial number (ESN) - found in the settings under 'player info'.
6. Approximately when you began encountering this issue
7. If you tried to force the stream speed via the "secret" screen, did it improve things or did it make it worse? For example, were you able to get 3 or 4 dot of quality consistently again? Did it result in frequent rebuffering?
8. Any additional details on the nature of the problem you are experiencing, such as the presence and frequency of rebuffering, that will be helpful
If you are comfortable posting this information please reply in this thread, or send it to me, RokuJamesL, by PM. We ask that this thread be only used for posting the requested information. Further discussion about the issue can be posted in the various other threads that have already been created for this.
Finally, we want our customers to know that resolving this issue is a high priority and we will do everything we can to resolve it as quickly as possible. Thanks for your cooperation and patience as we work through this issue.
The Roku Team
Hi folks. I think enough people have posted their info here to provide ample data points for Netflix, so there is no need for any further posts of info. Thanks to everyone who did take the time to provide your data and a special thanks to Rich for putting together the spreadsheet of data points. Hopefully, it will be sufficient to determine what is causing this issue. Netflix has not provided any updates on their end yet. Meanwhile we are taking another look at our software code to see if there is anything on our end that can help. Unfortunately, we don't have anything more definite to report but as soon as we have any updated information, we will post it.
If there is anyone in the San Francisco Bay Area who is experiencing this issue, and is willing to let one of our engineers visit your home to analyze your broadband connection, please send a PM. It would be a big help in furthering the efforts to find a solution.