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Start by checking YouTube’s Live Control Room stream-health messages and timestamps, then rule out encoder and computer problems before testing your upload connection. A disconnect alone does not establish that ACT Fibernet is at fault. Comparing the same stream over Ethernet and Wi-Fi can help narrow the cause.
1. Capture the disconnect and YouTube’s stream health
- Note the time whenever the stream disconnects. Include the date and local time.
- Open YouTube Studio’s Live Control Room and check the stream-health indicator and its messages around that time. YouTube’s dashboard checks the stream sent to YouTube; errors appear alongside the health indicator and include timestamps. Save or record the exact message.
- Correct any reported configuration error first. Check messages about bitrate, video format, keyframes, audio or video settings before treating the event as an internet outage. YouTube’s error reference describes health errors as critical or moderate, and they remain visible with a timestamp: YouTube live stream errors.
A timestamped health message helps distinguish a stream-ingestion or settings issue from an interruption in the connection. It cannot by itself identify the cause of an individual ACT connection problem.
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2. Check the encoder and streaming computer
- Update your encoder software, then review its preview and error log during a test stream.
- Watch CPU load and confirm that the encoder is not reporting failures or falling behind.
- If you record a local archive, check whether the file continues to grow during the broadcast. A healthy local preview and continuing recording are useful clues, but do not prove the internet connection is stable.
- If the encoder’s video and audio look healthy but the stream still disconnects, YouTube advises testing the outbound internet connection and contacting the ISP if the test finds a problem. See YouTube’s live streaming troubleshooting steps.
Check the encoder settings if YouTube reports an error
Match the settings to the codec, resolution and frame rate you selected. YouTube currently lists RTMP/RTMPS settings, recommends constant bitrate (CBR), and recommends a two-second keyframe interval—not more than four seconds. Its H.264 figures include:
| H.264 output | Minimum encoder bitrate | Recommended encoder bitrate |
|---|---|---|
| 720p at 30 fps | 2 Mbps | 8 Mbps |
| 1080p at 30 fps | 5 Mbps | 14 Mbps |
| 1080p at 60 fps | 6 Mbps | 17 Mbps |
These are YouTube encoder recommendations, not measurements of ACT upload speed or a guarantee that a particular connection can sustain them. The required settings differ for AV1, H.265 and other resolutions. Check YouTube’s encoder settings and bitrates for the current table that matches your setup.
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3. Test upload capacity and leave headroom
- Run a speed test that reports upload speed. If possible, repeat it near the time disconnects usually occur; a single result may not reflect conditions during a later stream.
- Compare the result with the encoder’s total outgoing bitrate, not just your ACT plan’s advertised speed or the speed-test download result.
- Include any backup stream in the total if your setup sends one. Pause large uploads and other heavy internet use during the test, and consider other people or devices using the connection.
- If upload capacity is close to the stream bitrate, lower the encoder bitrate or resolution for a test. YouTube recommends keeping the total stream bitrate within the available upload bandwidth and leaving 20% headroom for variation and shared usage. See YouTube’s network guidance.
The 20% figure is YouTube’s recommendation; it is not an ACT service guarantee. A speed test is a snapshot, so results that vary between tests are worth noting alongside the disconnect times.
4. Compare Wi-Fi with Ethernet
If the streaming computer is on Wi-Fi, connect it to the router with an Ethernet cable and repeat the same test stream using the same encoder settings. This is a diagnostic comparison, not a guaranteed fix or proof that ACT is responsible.
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- Disconnects on both: note that result. It narrows the Wi-Fi explanation but does not isolate a fault to the router, cable or ISP.
- A different connection works: record the comparison if a mobile hotspot or another internet connection is available. It is useful evidence, but not a controlled test: routing, device, encoder, time and network load can differ.
5. Compare reports from viewers
Ask affected viewers what connection they used and whether others sharing that connection had the same problem. YouTube says an error reported by one viewer is likely to involve that viewer’s device or connection; reports from several viewers on one shared connection point toward that network. Reports from viewers on different connections may indicate an encoder or broadcaster-side issue. Compare their reports with your own Live Control Room health messages rather than assuming every viewer error means your stream disconnected. See YouTube’s troubleshooting guidance.
6. Contact ACT with a useful record
If upload trouble continues during a wired test, or the evidence points to a recurring connection interruption, contact ACT through the options shown on its customer-care page. ACT lists support through its chatbot, phone and email there; check the page for current contact details and hours, as these can change. ACT also describes registering a support request through its website or app in its home-network guide.
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Include the details that can help support investigate:
- Dates and times of disconnects.
- The exact YouTube stream-health messages and timestamps.
- Encoder logs or error messages and whether the local preview or recording was affected.
- Upload speed-test results, when you ran them, and the encoder’s total bitrate.
- Whether the computer was using Ethernet or Wi-Fi, and whether the same test failed on both.
- Whether another internet connection worked under similar conditions.
Ask ACT to check for line issues or recurring disconnections. The evidence available here does not establish an ACT-specific YouTube disconnect rate, a fault at your address, or a guaranteed repair, speed or resolution.
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