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RE: Suggestions for Tidal Streaming problems caused by Internet Connection Problems

During the last several months, my Tidal Streaming service sometimes stopped playing for a few seconds and then started again.  In addition, sometimes, my Internet connection completed stopped working while listening to a Tidal album.  I re-booted my modem and router and everything worked but the Internet connection continued to sometimes drop.  It was driving me crazy.

On Saturday, I completely LOST my Internet connection on my MAC Computer.  I re-booted everything (twice) and still no Internet connection.  I called my Internet Service Provider (ISP) and they said the cable signal strength coming into my modem was incorrect (out of range) and scheduled a Maintenance Tech (Senior level, outside person) Service Call.  This is not the ISP normal service call.

The ISP Maintenance Tech arrived on Sunday and adjusted the signal strength for all their switching components carrying the cable signal to my home.  He then replaced the outside cable junction box (underground) for my neighborhood (3 homes including mine) since it was old and corroded.   He then replaced all the coaxial connector plugs on the cable from my wall plug to my modem and also replaced all the coaxial connector plugs in my outside cable box.   He noticed some of the wires were not straight so he rearranged the wires in my configuration both inside and outside.  Some additional adjustments were required on the outside cable junction box (fine tuning to get the require signal strength).  He was excellent and answered my questions on my configuration.  

When all of the above was done, he tested both the outside cable junction box and the inside signal strength to ensure all cable signals were in the required range (they were).   He then ran a speed test to confirm my upload and download speeds were correct (they were).  He made some additional minor cable and tuning adjustments and now everything is working fine.  He said if the cable signal strength is too high, or low, it will cause the Internet connection to drop its signal.  It has to be in its assigned required range.  

If you are experiencing Internet connection problems, the FIRST step to turn the power off your router, modem (take out the battery, if present) and remove the cable connection from the wall for 3 minutes.  To re-start, plug the coaxial cable back into the wall FIRST and turn on the power for all your devices.  This should solve most problems, but, if not, repeat these steps. You should also ensure the software in your router is current.  

If you are still experiencing Internet connectivity issues, you might need to call your ISP for assistance.  If needed, you might ask the Customer Support person to check the cable signal strength coming into your modem to help troubleshoot the issue. 

I probably should have called my ISP sooner but my Internet connectivity problems happened infrequently.   I was very lucky to have a very experienced ISP Technical person who knew exactly what was needed both inside and outside.   I hope this helps.
hgeifman
almarg's avatar
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almarg
9,670 posts
 
Thanks for providing the good info and writeup, Hgeifman.

An additional point of information which some may find useful at times is that by Googling the make and model number of the cable modem it is usually possible to determine a means of interrogating it from one’s own computer and viewing various status information including the incoming and outgoing signal strengths.

For example, I have an Arris TM822. When I enter 192.168.100.1 into the address bar of my browser I can view a bunch of status information, including received (downstream) signal strength on the various frequencies it may use, which are in the area of + 4 dBmV or so, and transmitted (upstream) signal strength on various frequencies, which are in the area of + 46 dBmV or so. (dBmV = decibels above or below 1 millivolt, positive numbers indicating above and negative numbers indicating below). Various references on the web provide information on the desirable ranges of these parameters. 

Downstream signal-to-noise ratio and counts of corrected and uncorrected receive errors are also indicated by my modem, along with various other information.

Thanks again. Best regards,
-- Al

willgolf
931 posts
 
I have been getting some buffering issues with Tidal.  I tried re-booting and I still have them.  I think I may have identified when it happens.  There is a little M on some Tidal tracks.  I am guessing that might mean MQA.  So far, my buffering only happens when I see that little M on the Albums.  Regular Tidal music is ok.  Anyone else have this problem?
jond's avatar
jond
5,657 posts
 
willgolf I don't play MQA recordings so can't comment there but have gotten buffering issues on regular recordings. It seems to ebb and flow and lately has been much better. One trick I've learned if you get buffering is restarting the track will often alleviate the problem.
ghosthouse's avatar
ghosthouse
4,279 posts
 
I’m (again) having interruptions listening to Tidal but it isn’t just MQA files. It was happening frequently a month or two ago. Got better for a while. Now it is back again. Hard for me to predict when it will strike. Does seem like buffering interruptions are associated with certain recordings (e.g., Magnus Ostrom’s "Thread of Life") more than others. These interruptions kind of kill the joy associated with the higher sound quality of Tidal.
hgeifman OP
2,108 posts
 
I had similar signal dropouts and discovered it was my Linksys router.  Under some conditions, it would drop the signal.  Linksys said they were working on the problem.  I purchased the Apple Extreme router and the signal dropouts went away.  Please check your router. 
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