Full disclosure: I am not a dish subscriber, I am a Network Ops Tech at a small ISP.
I have a customer who is unable to consistently use Dish VOD. It will work about once a day but never consistently. He has troubleshot with the Dish tech and received 4 different STB's but can't seem to get anything to work when he wants it to work. Many times it will load the EPG and start to play a title and get stuck at the opening frame or just go straight to a buffering wheel. I have a bandwidth graph attached to his service and he will soak up 75M until he stops the VOD title so I believe the STB is trying to play the title.
At this point he has lost patience with Dish and the tech continues to blame my ISP. I don't believe the problem lies on my end but I don't want to leave the subscriber on an island with everyone pointing fingers.
If it is my problem I will resolve it. I have the ability to change routing decisions if there is an extra amount of latency going to the Dish VOD cluster(which I suspect). My problem is nobody can seem to tell me what DN or IP the VOD service is tied to. I have not visited the home and gathered this info from wireshark but i will if nobody has the answer.
Does anyone know the DN or IP of the VOD cluster? I would like to trace the path and see where the bottleneck lies.
The customer has no issues with speed or connectivity. Dish replaced the router with one that they "approved" and it still doesn't work. The customer is a 15M down/3M up subscriber but I have gifted him 300M/300M service until we get this resolved. We have tested at the site with the 300M speed and there is no packet loss and customer tests at just a hair over 300M every time.
Any help is appreciated.
I have a customer who is unable to consistently use Dish VOD. It will work about once a day but never consistently. He has troubleshot with the Dish tech and received 4 different STB's but can't seem to get anything to work when he wants it to work. Many times it will load the EPG and start to play a title and get stuck at the opening frame or just go straight to a buffering wheel. I have a bandwidth graph attached to his service and he will soak up 75M until he stops the VOD title so I believe the STB is trying to play the title.
At this point he has lost patience with Dish and the tech continues to blame my ISP. I don't believe the problem lies on my end but I don't want to leave the subscriber on an island with everyone pointing fingers.
If it is my problem I will resolve it. I have the ability to change routing decisions if there is an extra amount of latency going to the Dish VOD cluster(which I suspect). My problem is nobody can seem to tell me what DN or IP the VOD service is tied to. I have not visited the home and gathered this info from wireshark but i will if nobody has the answer.
Does anyone know the DN or IP of the VOD cluster? I would like to trace the path and see where the bottleneck lies.
The customer has no issues with speed or connectivity. Dish replaced the router with one that they "approved" and it still doesn't work. The customer is a 15M down/3M up subscriber but I have gifted him 300M/300M service until we get this resolved. We have tested at the site with the 300M speed and there is no packet loss and customer tests at just a hair over 300M every time.
Any help is appreciated.