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
@ghosthouse 
@jond 

As I stated above, my Tidal signal was sometimes dropping and my ISP Technician said this was caused because the cable signal was slightly out of its required range.  This signal variance causes signal dropouts and I suggest you ask your ISP (Internet Service Provider) to check their signal to ensure it is in the required range.   The signal needs to be checked at the street (cable junction box for your house) and also the cable line coming into your modem. Signal checking at both location is required to ensure everything is working to spec. 

In addition, please confirm your router is capable of handling the signal load and it is not causing the problem.  As I reported above, my Linksys router was sometimes dropping packets.  Please keep us posted.  

@hgeifman After Tidal buffering problems started to occur I actually scrapped my old wireless gateway and bought a new state of the art model. Internet overall improved immediately but Tidal buffering continued though as stated sometimes better sometimes worse. In a bunch of communications with Tidal they have admitted it is an ongoing issue they are trying to fix. Sadly that is all they are willing to say though they did throw me 14 free days for my trouble. So yes some folks may have IPS and/or hardware issues but there is still an underlying issue with Tidal itself.
@jond 

I am streaming Tidal using an Aurender N10 and have no buffering problems.  Please send me what source you are using and a brief description of the problem and I will email Tidal to see if we can get an estimated time for repair.  
@hgeifman I am using an Auralic Aries Mini but I don't think the device is at fault all my own files stream perfectly fine.
@jond 
I emailed Tidal Support and requested they fix the Tidal Streaming buffering issues you are having.  My request (#395343) has been received and is being reviewed by their support team.   I figure that the more people complain, the sooner the problem will get repaired.   

Are other people having similar Tidal Buffering problems?