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vudu Performance and lack of Customer Service

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    vudu Performance and lack of Customer Service

    Let me apologize upfront for the length of this post. Yesterday I purchased an LG BD570 that has the vudu service built in. I tried to connect with a wireless connection and could not get good streaming performance with even a SD stream. Today I ran a cable (about 50 ft) from my switch to the BD570 and still cannot stream better than SD.

    I tested the connection, I am running at full duplex 100Mbps between my BD570 and my switch. Speedtest reports vary between 6.3Mbps and 8.2Mbps to various servers across the country. I also did large file downloads (500 to 650MB) between ftp servers and a PC connected to the cable my BD570 will be connected to and got download speeds between 6-8Mbps depending on the servers. When I run the vudu speed test I get less than 1.2Mbps.

    I called support to try to get some help and "Rodney" informed me that there speed test was correct and all the other tests that I ran were wrong. He told me that I would need to contact my ISP and increase my speed. I obviously am at a loss as to how to do this because I am getting the bandwidth I am paying for from my ISP (8Mbps down and .5Mbps up) I do not know what to ask them for to get my vudu speed up to at least the 2250Kbps that is needed to stream HD movies. Do I need 50Mbps to get 2.25Mbps from vudu? (Sarcasm intended.)

    BTW, I can stream from Netflix HD, Cinemanow, and of course Youtube (I know it is low definition) with absolutely no problems.

    "Rodney" refused to pass me on to anyone else nor would he discuss any possibility other than that my connection was to slow. I do not know were to go from here other that to give up on vudu. Anyone else have suggestions or similar experiences.
    Last edited by Wolf907; 03-29-2010, 02:09 PM. Reason: Because AdamS saved the day in spite of lacluster phone support.

    #2
    Re: vudu Performance and lack of Customer Service

    I don't get it they have one job to do and that's help their costumers...This person should be fired.

    Comment


      #3
      Re: vudu Performance and lack of Customer Service

      Wolf907 --

      Obviously, calling your ISP and asking for more bandwidth is not the solution for this. I apologize on behalf of Rodney and VUDU.

      I would start by changing your DNS on the BD570. You can get to this by starting in the main menu (before entering VUDU, YouTube, Netflix etc.) and going to settings. Under settings, go to network set-up and chose wired or wireless, whichever you are planning on using. From here you should see the option to change your DNS, try changing it to:

      Primary: 4.2.2.2
      Secondary: 4.2.2.1

      You may also need to change your DNS in your router's settings as well. This should use the closest servers to stream our content to you. Please let me know if this helps or not and we'll take it from there.

      Comment


        #4
        Re: vudu Performance and lack of Customer Service

        I understand that everyone could have a bad day. Do not want to get anyone fired. I just can not believe that they would not help me find were the trouble is.

        If it is something on my end then of course I want to fix it. I just want to be able to use the service. I will call my ISP today, of course they will tell me that since every other possible speed test in the world (no exageration) gives my my 8Mbps that it must be a problem with vudu and vudu says that there speed test is literally the only accurate one in the world. (even though many of the speed test that you run are based on technology from Ookla net metrics including vudu's)

        I can download 800MB files from ftp servers around the counry in between 10-12 minutes. This equates tp 6-8Mbps. Absolutley the only service I cannot connect to at a good speed is vudu.

        They spped test at between 600Kbps and 1.2Mbps while all others are 4.6-8.2Mbps.

        I am about ready to give up.

        Comment


          #5
          Re: vudu Performance and lack of Customer Service

          Adam,

          Thanks so much for your response. I will be back home shortly and I will try that. Thanks for your help.

          Shawn

          Comment


            #6
            Re: vudu Performance and lack of Customer Service

            Holy smokes Adam you rock! Made those changes to the DNS servers on my BD750 and i get three bars on both HD and HDX.

            I wish I could change my post title to vudu customer service rocks.

            We cannot wait to start enjoying this service.

            Thanks so much for your prompt and knowledgeable help.

            You have definatley made me a loyal and dedicated customer.

            Comment


              #7
              Re: vudu Performance and lack of Customer Service

              Ahhhh now I feel like Sh&t sorry Rodney.

              Comment


                #8
                Re: vudu Performance and lack of Customer Service

                Wolf907 -- Glad to here you're up and running as intended, success stories make my day!


                SocalMark -- Don't worry, I won't tell him you said that

                Comment


                  #9
                  Re: vudu Performance and lack of Customer Service

                  Customer service like yours makes for long term loyal customers! Thanks again!

                  Comment


                    #10
                    Re: vudu Performance and lack of Customer Service

                    Uh oh Adam back down to 500kbps created a new thread hope that is ok. Put all infomration in there.

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