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Consistently high ping since Saturday

FIXED
dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Consistently high ping since Saturday

Since Saturday I've been experiencing consist pings in the region of 400-500 ms on a Netgear router. For the last year things have been largely acceptable aside from the occasional spike.

Today I decided to test the Plusnet router; here's a ping to the BBC:

Pinging bbc.co.uk [151.101.0.81] with 32 bytes of data:
Reply from 151.101.0.81: bytes=32 time=2315ms TTL=57
Reply from 151.101.0.81: bytes=32 time=3677ms TTL=57
Request timed out.
Reply from 151.101.0.81: bytes=32 time=2839ms TTL=57

Ping statistics for 151.101.0.81:
Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
Minimum = 2315ms, Maximum = 3677ms, Average = 2943ms

 

And a tracert:

Tracing route to bbc.co.uk [151.101.0.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254]
2 25 ms 23 ms 7 ms 172.16.17.40
3 * * * Request timed out.
4 * 1900 ms 222 ms 140.hiper04.sheff.dial.plus.net.uk [195.166.143.140]
5 102 ms 179 ms 165 ms 195.99.125.142
6 419 ms 517 ms 631 ms peer8-et0-1-5.telehouse.ukcore.bt.net [109.159.252.102]
7 1290 ms 1562 ms 2242 ms 195.99.126.83
8 * 713 ms 14 ms 151.101.0.81

Trace complete.

 

Any assistance would be appreciated.

12 REPLIES 12
dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Re: Consistently high ping since Saturday

So I rang customer service and they "turned [my] decibels up to nine", which, on the face of it, appear to have resolved the problem:

 

Pinging bbc.co.uk [151.101.64.81] with 32 bytes of data:
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57
Reply from 151.101.64.81: bytes=32 time=19ms TTL=57
Reply from 151.101.64.81: bytes=32 time=33ms TTL=57
Reply from 151.101.64.81: bytes=32 time=19ms TTL=57
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57
Reply from 151.101.64.81: bytes=32 time=20ms TTL=57

Ping statistics for 151.101.64.81:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 19ms, Maximum = 33ms, Average = 21ms

 

Tracing route to bbc.co.uk [151.101.64.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254]
2 16 ms 16 ms 16 ms 172.16.17.40
3 * * * Request timed out.
4 20 ms 20 ms 21 ms 136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
5 21 ms 20 ms 21 ms core1-be1.southbank.ukcore.bt.net [195.99.125.130]
6 20 ms 23 ms 20 ms peer7-et-0-0-2.telehouse.ukcore.bt.net [62.172.103.160]
7 21 ms 21 ms 20 ms peer5-te0-9-0-32.telehouse.ukcore.bt.net [195.99.126.81]
8 22 ms 20 ms 20 ms 151.101.64.81

Trace complete.

Plusnet Help Team
Plusnet Help Team
Posts: 1,455
Thanks: 283
Fixes: 83
Registered: ‎26-03-2018

Re: Consistently high ping since Saturday

Hi @dom-m-c,

 

I'm sorry for the delay in picking up this thread. I'm glad to hear that the advisor that you spoke to made some changes to your line settings and that this looks to have resolved the connection problem. Please keep an eye on your connection over the next few days and let us know if you experience any further issues.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Re: Consistently high ping since Saturday

So the decibel thing seemed to work, i was getting a fairly good connection even earlier today. Now it's back to 500 - 3500 ms ping. I called customer service again and they told me to turn the router off for an hour and the exchange would reset the connection but it hasn't made any improvement - now I'm getting stats like:

 

Tracing route to bbc.co.uk [151.101.0.81]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms dsldevice.lan [192.168.1.254]
2 1102 ms 1468 ms 2170 ms 172.16.17.40
3 * * * Request timed out.
4 2840 ms 1220 ms 524 ms 136.hiper04.sheff.dial.plus.net.uk [195.166.143.136]
5 1715 ms 1888 ms 2575 ms core1-be1.southbank.ukcore.bt.net [195.99.125.130]
6 303 ms 163 ms 358 ms peer7-et-4-1-2.telehouse.ukcore.bt.net [194.72.16.136]
7 1174 ms 1396 ms 1606 ms peer5-te0-9-0-32.telehouse.ukcore.bt.net [195.99.126.81]
8 * 1125 ms 915 ms 151.101.0.81

Trace complete.

 

Ping statistics for 151.101.0.81:
Packets: Sent = 44, Received = 39, Lost = 5 (11% loss),
Approximate round trip times in milli-seconds:
Minimum = 205ms, Maximum = 3703ms, Average = 1887ms

 

Plusnet Help Team
Plusnet Help Team
Posts: 926
Thanks: 112
Fixes: 42
Registered: ‎26-03-2018

Re: Consistently high ping since Saturday

Hi @dom-m-c,

I'm sorry to hear that you're experiencing this. Is this occurring across all of your devices? When you're doing these tests are you connecting via Wi-Fi or Ethernet cable? Would you also say that this is occurring with most servers or just some?

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Re: Consistently high ping since Saturday

Thanks AJ, the stats posted are from my desktop, which is ethernet, but all devices are affected. The issue is with all servers.

Plusnet Help Team
Plusnet Help Team
Posts: 401
Thanks: 82
Fixes: 15
Registered: ‎25-09-2018

Re: Consistently high ping since Saturday

Hi there @dom-m-c

I've just tried to test your connection and you're currently showing no sync. Have you disconnected your router?

If so can you drop us a reply here when you're connected so we can perform a line check?

I'm suspecting there may be an underlying issue.

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matt L
 Plusnet Help Team
dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Re: Consistently high ping since Saturday

Hello @Optimatts, I've had the router off due to the advice about the exchange resetting the connection. I'll leave it on going forward but the ping is still consistently high. Cheers for your help.

Plusnet Help Team
Plusnet Help Team
Posts: 1,103
Thanks: 109
Fixes: 50
Registered: ‎06-08-2018

Re: Consistently high ping since Saturday

Fix

Hey @dom-m-c,

 

Thanks for getting back to us.

After further testing it seemed like your line was erroring quite a bit, and the SNR was set a little bit too low for your line which in turn caused the high ping rates. I have now changed the SNR to 9Dbs. Please can you do another ping test with only one device connected via ethernet and let us know how you get on?

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


Highlighted
dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Re: Consistently high ping since Saturday

@Mads thanks, the stats are looking much better:

 

Ping statistics for 151.101.64.81:
Packets: Sent = 100, Received = 100, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 22ms, Maximum = 559ms, Average = 57ms

 

Fingers cross that doesn't regress.

 

Plusnet Help Team
Plusnet Help Team
Posts: 1,103
Thanks: 109
Fixes: 50
Registered: ‎06-08-2018

Re: Consistently high ping since Saturday

No worries @dom-m-c,

Give us a nudge should you need any further help.

 

Have a nice evening.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team


dom-m-c
Hooked
Posts: 7
Registered: ‎11-08-2019

Re: Consistently high ping since Saturday

@Mads Hi Mads, it's been much better since Tuesday so I'm going to tentatively mark your post as fixing the issue.

 

Cheers,

Dom

Plusnet Help Team
Plusnet Help Team
Posts: 1,103
Thanks: 109
Fixes: 50
Registered: ‎06-08-2018

Re: Consistently high ping since Saturday

No worries @dom-m-c,

Give us a nudge if you need any further assistance.

 

Ta.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team