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Verizon blames YouTube for slow video

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Apr 18th, 2013
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  1. Chat Subject:FiOS Internet (Other)
  2. Your Question:I'd like to know why Verizon feels that it's ok to throttle traffic to youtube.
  3. A Verizon Service Representative will be with you shortly. Thank you.
  4. Agent Marla has joined. (15:22:55)
  5. Marla : Chat ID for this session is xxxxxxx. (15:22:55)
  6. Marla(15:23:50): Thank you for using Verizon FiOS Technical Support Chat. I apologize for any delays in reaching an agent. Please remember that you need to be at HOME so we can troubleshoot the service and we are only able to assist you with technical support or questions on your FIOS services.
  7. Marla(15:23:55): My name is Marla, to make sure that I access to the right account may I please have the Phone Number, Address & name on the account ?
  8. Wants Youtube(15:24:18): xxxxxx, xxxxxxxxxx, xxxxx
  9. Marla(15:24:33): Thank you, May I also have an email address please. Is it okay if i send you a one time email with some very helpful tips?
  10. Wants Youtube(15:24:50): xxxxxxxx and no thank you
  11. Marla(15:25:05): Thank you, May I have a secondary contact number?
  12. Wants Youtube(15:25:16): Sure, for what purpose?
  13. Marla(15:25:31): to have it on the account
  14. Wants Youtube(15:25:39): no thank you
  15. Marla(15:25:44): in case i need to reach you back for additional information
  16. Marla(15:25:49): Thank you very much. For security purpose am I chatting with the account holder?
  17. Wants Youtube(15:25:50): xxx xxx xxxx
  18. Wants Youtube(15:26:02): This is Wants Youtube and I'm authorized oh the account
  19. Marla(15:26:58): Great! Thanks for all this information, i see that you are having an issue with Youtube, i am really sorry for the inconvenience, unfortunately The connections between Verizon and Youtube are reaching maximum capacity at certain times of the day (during peak periods). Additional capacity is being added. No dates are available as to when this capacity will be available. Work is ongoing between Verizon and Youtube to manage the peak periods while waiting for additional capacity
  20. Wants Youtube(15:27:41): Could you provide more detailed information on the issue? This doesn't make sense.
  21. Wants Youtube(15:28:28): That's a canned response obviously.
  22. Marla(15:29:39): This is the information that we have, unfortunately they haven't updated the information, and it is on ongoing issue, they are adding more capacity so they can avoid the lag on the videos
  23. Wants Youtube(15:30:28): Which connection between verizon and youtube is reaching maximum capacity? How is that even possible? I'd like more detailed information please. This has been going on for 6 months now.
  24. Wants Youtube(15:30:48): It's obvious to me that Verizon feels threatened as a cable service provider and is trying to work out some kind of $$$deal$$$ with google.
  25. Wants Youtube(15:31:13): I'd like a technical explanation please. I understand how networks work.
  26. Wants Youtube(15:31:57): the pr0n works just fine. You almost make this sound like the issue is on google's side which is laughable.
  27. Marla(15:32:08): That is all the information that we have, it is predetail and we do not have access for it, the issue is not our end the issue is with the Youtube and Google servers
  28. Wants Youtube(15:32:20): LOL
  29. Wants Youtube(15:32:40): I have a question then.
  30. Wants Youtube(15:33:09): I have a server in Amsterdam. I route my youtube traffic through it. Why is it faster than my fios connection?
  31. Marla(15:33:34): because it doesn't run on fios
  32. Wants Youtube(15:33:38): LOL
  33. Marla(15:33:46): the issue is with verizon and google and youtube
  34. Wants Youtube(15:33:46): Can I speak to someone in NOC?
  35. Marla(15:33:51): no
  36. Marla(15:33:57): i am sorry
  37. Wants Youtube(15:33:59): Fix my service then.
  38. Marla(15:34:09): NOC is an internal department
  39. Marla(15:34:23): unfortunately, that issue is not with us
  40. Wants Youtube(15:34:23): yeah, they typically know what they are talking about
  41. Marla(15:35:24): This is not an issue we are able to fix, its basically something google and you tube need to update on their end so fios can have better performance.
  42. Wants Youtube(15:35:35): It is shameful that I can send my Youtube traffic across an ocean and get better results than relying on Verizon. Don't you agree?
  43. Marla(15:36:27): As soon as better capacity from their end is open we can better connection with google and youtube servers
  44. Wants Youtube(15:36:59): Verizon has a specific transit just for youtube?
  45. Marla(15:37:19): All ISP have a specific transit to website
  46. Wants Youtube(15:38:02): So since Verizon is not able to provide equal access to all parts of the Internet, can I get a credit for getting partial access to the Internet?
  47. Marla(15:38:12): Example on how some times you are not able to connect to an X website but if you go to another friend house that has another ISP they can, just an example
  48. Marla(15:38:28): I can transfer you to customer services
  49. Marla(15:38:28): we can request that
  50. Wants Youtube(15:38:32): no
  51. Wants Youtube(15:38:35): I'd like to stay here and talk some more
  52. Wants Youtube(15:39:10): The only time I experience that is with youtube on fios.
  53. Wants Youtube(15:39:44): I work from home. I'm online 24/7. The only time I can't connect to "x website" is when x = youtube.com
  54. Wants Youtube(15:40:26): You guys are throttling the connection between youtube and your customers.
  55. Wants Youtube(15:40:30): It's obvious
  56. Marla(15:42:40): No, because the issue will be with all website not only youtube, if you are not able to connect to all website but 1, we cant blame the ISP it will be issue with the website itself, we can run pings and see that only on youtube is lossing data packages, if the issue was on our end the would have fix the issue or reported already. The info i provide came directly from google
  57. Wants Youtube(15:43:42): Comcast can stream youtube just fine. My AT&T 4g can stream HD youtube.
  58. Wants Youtube(15:43:49): My fancy 35/35 fios cannot.
  59. Wants Youtube(15:44:00): Do you see the point here? My cell service can stream YouTube better than FiOS
  60. Wants Youtube(15:44:23): That is a pretty big part of the Internet to have broken/unusable for your customers.
  61. Marla(15:44:38): We know that we know, but like i said before we know the issue is with the connection between fios and google, any other ISP may not have those issue
  62. Wants Youtube(15:44:56): What's next I won't be able to e-mail Canada because you're having trouble with Canadians?
  63. Wants Youtube(15:45:48): and I believe you are talking about data packets. not packages.
  64. Wants Youtube(15:46:42): So is the issue with a content delivery network? Where exactly is the issue?
  65. Marla(15:46:53): Im sorry, ive have provide the info that we have recieve from google, so there is no fix on our end until google does something with their servers.
  66. Wants Youtube(15:46:53): If i was to perform a traceroute tell me which hop is having the issue.
  67. Wants Youtube(15:47:08): That's unacceptable
  68. Marla(15:47:43): If the issue was on our side it would give you a timeout before the 4th
  69. Wants Youtube(15:47:46): Can I still email friends in Australia?
  70. Marla(15:47:52): on the trace route
  71. Marla(15:48:02): Other services other pages etc. do work normally
  72. Marla(15:48:07): its just with Google
  73. Wants Youtube(15:48:27): The fourth hop? Lets see who that is
  74. Wants Youtube(15:48:28): sec
  75. Wants Youtube(15:48:38): 0.xe-11-0-1.XL2.IAD8.ALTER.NET
  76. Wants Youtube(15:48:43): you are saying the issue is here?
  77. Marla(15:50:08): thats is not a time out, the hop is ok. Its outside verizon, the one that belong to verizon our only on first 4 hops if it goes more than that then issue is with the servers url
  78. Wants Youtube(15:50:27): what is a url?
  79. Marla(15:51:03): its a link to a website, to any website
  80. Marla(15:51:13): universal resource link
  81. Wants Youtube(15:51:15): you can ping a url?
  82. Wants Youtube(15:51:43): Why can't you guys just peer with google?
  83. Wants Youtube(15:51:48): Verizon does traffic shaping.
  84. Wants Youtube(15:52:05): You can make traceroutes and pings work fine and still slow down application traffic over other ports
  85. Wants Youtube(15:52:16): traceroutes and pings are useless when they use higher layer OSI model shaping technologies
  86. Wants Youtube(15:52:54): I'd like a network engineer to review the issue.
  87. Wants Youtube(15:53:14): But of course that won't happen BECAUSE YOU GUYS ALREADY KNOW WHAT YOU'RE DOING
  88. Marla(15:54:05): The issue has been review, the only thing i can do is escalate the issue with a network tech that it will probably be denied because its a know issue with verizon
  89. Wants Youtube(15:54:15): oh so the problem is verizon
  90. Wants Youtube(15:54:20): Thank you for admitting that at least.
  91. Wants Youtube(15:55:56): So..now that we agree the issue is on Verizon's side...lets talk about what we can do about this.
  92. Marla(15:56:51): Sir i really dont know what to say, i have explain the issue and like ive said before its not something we can fix unless google does, we cant do anything
  93. Marla(15:57:11): the issue is know its being review, nothing else can be done
  94. Marla(15:57:27): until Google does something with their servers we can work
  95. Wants Youtube(15:57:31): It's not google
  96. Marla(15:58:52): You can try with other chat sessions, you can try on by the phone and its the same. You have run the trace router and ping you have seen it yourself. The resolution wont change because its outside of our boundaries. Im sorry for the problem.
  97. Marla(15:58:57): Is there anything else i can help you with?
  98. Wants Youtube(15:59:18): Yes, I'd like for Verizon to stop throttling data from youtube.
  99. Wants Youtube(15:59:36): The other chat session was my friend. He has the same issue.
  100. Wants Youtube(15:59:42): We are going to ask you people every day.
  101. Wants Youtube(15:59:51): I'm going to go on reddit and start a subreddit just for this.
  102. Wants Youtube(15:59:56): You will stop throttling our traffic.
  103. Marla(16:00:36): Sure, sorry for the trouble but you will get the same information, cause its not our issue, im sorry
  104. Wants Youtube(16:01:22): Can you provide me with a detailed explanation of the issue and what is being done to resolve it?
  105. Marla(16:03:08): Sir that info its not even provide to us. If you want to know how the issue is fix, google is the personal to contact not us
  106. Wants Youtube(16:03:46): Sure the info must have been provided to you. How else would you know there is an issue and why would you have a canned response regarding said issue?
  107. Marla(16:05:21): If the issue was more detail to us i wouldn't mind to share it with you, im only telling you what our network tech have been notify from Google. If the issue was from us our servers i would gladly provide the exact issue and resolution but its not the case
  108. Wants Youtube(16:05:46): We can talk in circles all day. I work from home, so I guess get comfortable.
  109. Wants Youtube(16:07:52): So what you are telling me is that Google somehow magically found out about some kind of connection issue between their network and Verizon's network? And after they found this issue they reached out to Verizon and said "hey guys, there's a network problem. Only Verizon customers will suffer as a result of this problem. We aren't doing anything to address it."
  110. Wants Youtube(16:09:37): I'm going to start the YouTube Filibuster right here and now, Marla. You're going to be a part of internet history.
  111. Marla(16:10:02): The issue has been explain many time on this chat, i really dont know what else you want to hear from our part, i cant provide you a solution at the moment, and i cant contact anyone else another department to determine the same issue that im telling you right now, im sorry. I never said that Google was not doing nothing about, we are just no notify about it
  112. Marla(16:10:27): Is there anything else i can help you with?
  113. Wants Youtube(16:10:35): Yes, my connection to youtube is slow
  114. Wants Youtube(16:11:36): I can has youtube fixes?
  115. Wants Youtube(16:12:07): So where are you located?
  116. Wants Youtube(16:14:30): one of my computers isn't working
  117. Marla(16:14:45): unfortunately we need to wait for youtube to be fixed this issue, because there are thousands of people being affected by the same issue. Located in Tijuana Mexico
  118. Wants Youtube(16:15:28): When was this issue first reported?
  119. Marla(16:16:09): A couple of months ago, its ongoing
  120. Marla(16:16:29): Is there any else i can assist you with? beside this issue?
  121. Wants Youtube(16:16:48): Yes my computer isn't working
  122. Marla(16:17:03): Whats the issue with the computer?
  123. Wants Youtube(16:17:16): i click the E and nothing happens
  124. Wants Youtube(16:17:21): it says connection timed out
  125. Wants Youtube(16:17:50): also youtube is slow
  126. Wants Youtube(16:19:26): oh it just rebooted
  127. Wants Youtube(16:19:31): now i have to wait for POST and boot
  128. Wants Youtube(16:20:21): it says press any key to continue
  129. Wants Youtube(16:20:24): i don't see the any key
  130. Wants Youtube(16:21:20): Work is asking me to deploy something to the staging environment. Just a second.
  131. Wants Youtube(16:22:55): Sometimes I really hate working in i.t.
  132. Wants Youtube(16:23:07): one more sec almost done deploying this to the application server.
  133. Marla(16:23:17): Sure
  134. Marla(16:23:23): Still with you
  135. Wants Youtube(16:24:55): ok
  136. Wants Youtube(16:24:59): thanks
  137. Wants Youtube(16:25:24): I have another question
  138. Wants Youtube(16:25:50): How do I opt out of the verizon dns thing where if a domain doesn't exist you guys respond with that search page?
  139. Wants Youtube(16:25:55): NXDOMAIN thing...know what I mean?
  140. Marla(16:26:55): Hmm no sorry not sure what do you mean with that.
  141. Marla(16:27:05): what are you trying to do?
  142. Wants Youtube(16:27:35): if i make a typo when i'm typing in my favorite website...like youtube.com
  143. Wants Youtube(16:28:10): and i type something like youtttttuube.com..verizon will answer the dns query. How do I opt out of that? I know I could use google's dns servers...but remember, google is having problems!
  144. Marla(16:31:01): im really sorry that you feel that way but we are working with google to resolve this issue as soon as possible
  145. Wants Youtube(16:31:19): but what about my dns resolution?
  146. Wants Youtube(16:32:41): Which site should I use instead of youtube?
  147. Wants Youtube(16:33:17): Can you guys pay for my dedicated server in amsterdam? The one I route all of my youtube traffic through..
  148. Marla(16:35:23): Sir to be honest this is the same issue you talking about, i have already provide what i can do to inform you, no other issue beside this, no troubleshooting or quick fix for the issue. We have cover what we can from our part. If you want credit for any of this issue contact our customer service 1.800.837.4966 for that information.
  149. Marla(16:35:23): Thank you, Im sorry for any frustration this has caused, but Im glad I could help. Please to exit this chat click close chat at the bottom of this page then scroll down and exit you may receive a survey regarding this chat ( this rate will only reflect my customer service with you today ). I hope you can take it and rate me a 10 on the 5th question based on your experience with me today.
  150.  
  151. Also probably in a couple of hours you will recieve a call to rate my personal service on this chat session, not verizon, please take the time to rate me, and i hope that you can rate me a 10. Thank you for choosing Verizon and have a great day
  152. Wants Youtube(16:35:54): I'm not done
  153. Wants Youtube(16:37:03): I'd like to know when the issue will be resolved.
  154. Marla(16:38:03): You will be notify via email when the issue is solve from google and you are free to contact google for more information, no estimated time at the moment
  155. Wants Youtube(16:38:22): Who will notify me via email? How will they know to notify me?
  156. Wants Youtube(16:38:37): It's easy to blame google because they don't have to provide customer service.
  157. Wants Youtube(16:38:43): I pay you people so you have to provide it.
  158. Wants Youtube(16:38:51): So why don't YOU contact google and tell me what the deal is.
  159. Wants Youtube(16:39:15): I'll wait
  160. Marla(16:40:36): Ok, ill escalate the issue the issue with a network tech, since the issue is not from out part i have provide you what we have for info, once i escalate the issue with network tech as you want it but it will take from 24 to 48 hours until its solve, ill provide you with the ticket number so you can have it as reference to this issue. Thats is the only thing we can provide now
  161. Wants Youtube(16:40:53): I'll take it
  162. Wants Youtube(16:40:55): Thanks
  163. Marla(16:41:45): Im really sorry for the trouble ill provide you the ticket in a moment
  164. Wants Youtube(16:42:02): Thanks
  165. Wants Youtube(16:43:14): Must be all of those Naris interception devices you guys have, huh? :D
  166. Marla(16:44:05): Ok here is the ticket xxxxxxxx it has been escalate, like i said just from it from 24 to 48 hours for the issue to be solve
  167. Wants Youtube(16:44:20): I'm happy to hear it will be solved in 24 to 48 hours. Thank you
  168. Wants Youtube(16:44:26): I'll hold you to it!
  169. Wants Youtube(16:44:37): Thanks
  170. Marla(16:45:07): Thank you, Im sorry for any frustration this has caused, but Im glad I could help. Please to exit this chat click close chat at the bottom of this page then scroll down and exit you may receive a survey regarding this chat ( this rate will only reflect my customer service with you today ). I hope you can take it and rate me a 10 on the 5th question based on your experience with me today.
  171.  
  172. Also probably in a couple of hours you will recieve a call to rate my personal service on this chat session, not verizon, please take the time to rate me, and i hope that you can rate me a 10. Thank you for choosing Verizon and have a great day
  173. Your session is now closed.
  174. Thank you, have a nice day.
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