Songs pause erratically - Premium user

[Npyu_System]

Well, everything is pretty much in the title.

Since yesterday, spotify pauses while playing. Sometimes it pauses 5 times in a row in 2 minutes, sometimes not a single time during 2 hours. Sometimes I have to manually resume play by pausing and resuming, sometimes it resumes all by itself and some other times the song won't be playing for another 2 minutes no matter how much time I try to resume playing.

It is quite annoying and seem totally erratic.

My internet connection is spotless and so is my brand new comp (windows 7 x64)

The issue looks a lot like the one we had quite a while ago and discussed in this other thread :

http://community.spotify.com/t5/Desktop-Windows/Tracks-not-playing-Browsing-failed-Offline-mode-not-...

After a while, a user shared a tip the support gave him : unticking the "enable hardware acceleration" in the options.

It seemed to solve the problem.

But I'm afraid that problem is showing up again despite the previous solution.

Am I alone experiencing this ?

regards.

[rallufff]

I have the same problem, I'm a user from the Netherlands having a 120 Mbit Ziggo cable connection. My connection is very stable, always good ping and high speed down and upload. Having the problem for some weeks now. Songs pausing regularly and having to wait on searches and also having to wait when clicking on an artist or album. I have a new i5 ivy bridge processor and other components are fast and new aswell. Before this started, I had almost no pauses and searching results came almost instant. I reinstalled spotify and disabled hardware accelaration already. Hope I can be helped with this, its almost impossible to listen to music when not downloaded for offline use in playlist.

[Chukky]

Er're not alone. I'm from Denmark.

http://community.spotify.com/t5/Desktop-Mac/Stream-Keeps-Cutting-Out/td-p/41209

[balboa]

Tried sevaral sollutions, but nothing solved the problem. Very annoying!

Will end my premium account if they won't solve the problem within two weeks. 

ISP = Ziggo (netherlands)

[Remy]

i've had this issue for 5 weeks now - I restarted the router, I reinstalled the OS, i still have this problem .

I have 120MB down, 10 up. everything else works fine just not spotify.

Please at least acknowledge this issue, there are so many customer with this issue.

If you don't acknowledge the issue or have no intention to fix it you force me to cancel my subscription.

[daan944]

Same issues here (and at work).

My home machine is:

Windows 7 Home Premium, x64

16GB DDR3

Athlon2 x4 640 3.0Ghz

Onboard sound ("High definition audio device").

50Mbit Ziggo, connected with UTP on the router.

At the moment, both my machine and my internet connection is doing nothing but spotify playback and a browser session.

I tested with and without hardware acceleration, doesnt make a difference. Cached songs work without issues. My cache is set to Auto (home) and 10GB (work).

I refuse to disable gapless playback or high-quality streaming, I got premium for that.

These issues exists since 1 or 2 weeks ( I don't use Spotify on a irregular basis).

[rallufff]

Posted in another thread aswell, just adding my name to the list here.

Problem: songs pause, loading takes a while when clicking on an artist or album and searches aren't as quick as 2 months ago.

ISP Ziggo (netherlands) New system with ivy bridge processor and other components from same quality level.

Been a very happy customer for over a year now but since a month or so not anymore.

For moderators: please acknoledge this problem, update us in this thread and help us to find a solution, thanks!

[rallufff]

Oops, wrong thread meant to post last message here: http://community.spotify.com/t5/Desktop-Mac/Stream-Keeps-Cutting-Out/td-p/41209

[Remy]

I have cancelled my subscription and will be using Deezer untill Microsoft  comes out with their new streaming service end of this summer.

Solong.

[David]

---

@Remy wrote:

i've had this issue for 5 weeks now - I restarted the router, I reinstalled the OS, i still have this problem .

I have 120MB down, 10 up. everything else works fine just not spotify.

Please at least acknowledge this issue, there are so many customer with this issue.

If you don't acknowledge the issue or have no intention to fix it you force me to cancel my subscription.

---

There are a number of threads relating to issue, so apologies if we haven't got around to them all. Here is a major one. 

[MarkWall1966]

Same here.  I'm stopping using Spotify and won't be renewing my premimum membership.  Songs stuttering and pausing completely edstroy the listening experience.  How about fixing it or giving us a free period to compensate for this period of unuseability?

Here is the details of my problem report to Spotify.  They need to acknowledge to problem and give a time to resolution:-

I, like many many others, have an unuseable Spotify service.  Songs stutter and pause.  I notice nobody from your end even acknowledges these issues on the forums.  Rest assured I will *not* be renewing my subscription for a service that doesn't work.

I will not renew my subscription if you cannot be bothered replying (beyond a standard "reinstall everything, change these settings" email which is just stalling and forcing users through useless inconvenience)  I have six computers and an iPhone -. I've reinstalled one system from scratch to no avail.

I will not renew if you do not extend my subscription for free to cover the unuseable period.  I'm not asking for anyhting extra, simply a free period the same as the unuseable period.

You are about to lose a lot of customers.  People are getting angry that they are paying a monthly subscription and not receiving the service they have paid for

[David]

MarkWall1966 - No need to double post, you can edit your posts.

In regards to users on Virgin, there is a bandwidth issue inbetween our servers and Virgin's Network. They have reconfigured some things, so they should be a little better now. If not, you can run a test for them directly and post details here.

[Remy]

Looks like it's an issue between your server and my ISP Ziggo.

Please fix it, reimburse this months premium payment and let me know when it is fixed.

----

Spoiler

Tracing route to elmira.lon.spotify.com [78.31.8.107]
over a maximum of 30 hops:

  1     7 ms     7 ms     8 ms  10.136.92.1
  2    14 ms     7 ms     9 ms  blok-lc0002-dr101-vl202.core.as9143.net [213.51.
163.33]
  3    51 ms     8 ms     8 ms  hlo-lc0001-cr102-ae5-0.core.as9143.net [213.51.1
58.106]
  4     9 ms    10 ms    17 ms  asd-tr0409-cr101-ae6-0.core.as9143.net [213.51.1
58.82]
  5    17 ms    14 ms    49 ms  ge-1-0-8.border-1.thn.lon.uk.as29017.net [195.69
.145.84]
  6    18 ms    18 ms    17 ms  xe-1-2-2.core-3.centro.hml.uk.as29017.net [89.14
5.125.34]
  7     *       16 ms    18 ms  elmira.lon.spotify.com [78.31.8.107]

Ping statistics for 78.31.8.107:
    Packets: Sent = 395, Received = 303, Lost = 92 (23% loss),
bytes=32 Approximate round trip times in milli-seconds:
    Minimum = 15ms, Maximum = 34ms, Average = 17ms
time=19ms Control-Break
TTL=57

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Ping statistics for 78.31.8.107:
    Packets: Sent = 395, Received = 303, Lost = 92 (23% loss),
bytes=32 Approximate round trip times in milli-seconds:
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time=19ms Control-Break
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Ping statistics for 78.31.8.107:
    Packets: Sent = 402, Received = 308, Lost = 94 (23% loss),
Approximate round trip times in milli-seconds:
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    Packets: Sent = 402, Received = 308, Lost = 94 (23% loss),
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    Minimum = 15ms, Maximum = 34ms, Average = 17ms
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[David]

Any requests for reimbursement would have to go to one of our advisors. To contact us directly, scroll up, and click on "About Us" then "contact form".

I placed that information just in a spoiler tag for now, to make it look a little neater. 

[wesleymaur]

I'm having the same problems. When clicking on a song it takes very long (or sometimes not at all) for the song to start. Also have Ziggo as ISP in the Netherlands. Holds for all devices (iPhone, iPad and Windows). 

[gobetween]

This is getting extremely annyoning, I get restless, even when there's no pause I am nervously waiting for the next.

I also notice there's a lot of Ziggo users from Holland complaining about this but I don't see the connection. I mean internet can have some interruptions but with 50Mbit/s you can buffer and I presume spotify does that.

At the moment song is pausing every 10 seconds.

I'll shut it off and put on a CD, very disappointing

[Discosmurf]

Hello Spotify

Can you react please on this very very anoying matter

See also my post in :

Spotify songs buffering very slow

I think you have to solve this problem very quickly or tell us that you are working on it.

Not replying makes us even more angry.

I think Spotify is growing to quickly (that's nice of course) but it seems you have a capacity problem

on your servers.

I'm a member since Spotify is released in Holland and i'm enjoying it every day,

but please fix this problem.

[rallufff]

Discosmurf, do you also have ziggo ?

[Discosmurf]

Hello ralluff

Yes i have Ziggo. Normally no problems but since several days the buffering is very slow

It takes a while for a song to start playing or the playing stops during the song.

I think Ziggo and Spotify have a disagreement about the bandwith

Girls and guys at Spotify . Why don't you reply at any of my questions

[Erwin-Halmans]

I think i know what the problem of slow buffering of Ziggo customers is.

Ziggo signed a contract with WIMP ( Spotify's competitor) .

So i think Ziggo is frustrating the Spotify users so they will quit Spotify

and go to Ziggo for WIMP

[wesleymaur]

For all Dutch Ziggo users,

I received the following reply on my service request:

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Hey there,

thanks for the information!

We're having a little trouble with your ISP at the moment, but we can assure you we are working hard on getting it fixed for you.

In the mean time here is a custom made playlist for you - 

http://open.spotify.com/user/spotifycares/playlist/34UzauRbN9rcMOOFoa40y5

We hope you enjoy!

Thanks, 

Dan 

Spotify Customer Service 

Did you know? At the end of the Beatles' song "A Day in the Life," an ultrasonic whistle, audible only to dogs, was recorded by Paul McCartney for his old English sheepdog "Martha". 

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