Rookie

Unable to watch 4k videos on youtube with spectrum gigabit service

Recently upgraded my internet service from 300 megabit to gigabit service and 

now I cannot watch 4k videos on youtube whether its my computer or Roku.

I never had an issue with 300 megabit. All they do is freeze up and the wheel spins.

If i run through a vpn problem goes away. Any suggestions new line new rg 11 drop

multiple visits from techs they cant figure it out. I live in the Bergen county area of NJ.

Again never had a problem when I had 300 megabit service.

6 REPLIES
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Rookie

Re: Unable to watch 4k videos on youtube with spectrum gigabit service

Can anyone in the Bergen county NJ area that does not have Gigabit speed try and watch a 4k video off of youtube and let me know if you have any problems watching or does it buffer

and freeze and load then revert to lower resolution. Would be a big help. Need to know if its Youtube or me switching from 300 mbs to 1 gigabit service that is causing this problem.

Lead Moderator

Re: Unable to watch 4k videos on youtube with spectrum gigabit service

Morning!

 

The situation is most likely not going to be an area issue. 

 

To help your peers in diagnostics I would suggest checking out this post on information that would help:    DATA-TO-POST-TO-GET-HELP-FROM-THE-COMMUNITY

 

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Rookie

Re: Unable to watch 4k videos on youtube with spectrum gigabit service

I have run the gauntlet of tests and scenarios at home already a simple I am able to would suffice from anyone in the 07631 area......
Lead Moderator

Re: Unable to watch 4k videos on youtube with spectrum gigabit service

Hi again!

 

I was able to locate your account via your registration information. Provided I am looking at the proper account, your connection has multiple channels on your downstream that are out of range. We would want to schedule a technician to come out and investigate that further. 

 

 

I have noted your account and encourage you to contact our Social Media Customer Care Team to schedule that.

 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum


Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

Rookie

Re: Unable to watch 4k videos on youtube with spectrum gigabit service

How would I go about contacting Social Media Customer Care Team.

Lead Moderator

Re: Unable to watch 4k videos on youtube with spectrum gigabit service

You can  use your Facebook or Twitter account to get in touch with the team. 

 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum


Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums