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High Latency/Ping most of the time

InternetHelp
Newbie
Posts: 6
Registered: ‎11-10-2018

High Latency/Ping most of the time

Just moved into a new flat and it came with a Plusnet router and a few months left on the contract, but I've been having huge ping spikes regularly that seem to reset sometimes when I restart my pc, other times not...

 

Any common problems, ideas? I've tried changing my DNS settings, using different cables, updating graphics drivers, all sorts - but no luck solving the problem...

9 REPLIES 9
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: High Latency/Ping most of the time

Sorry to hear that.

Can you confirm if you're connected over a wired or wireless connection when you're having these issues?

A traceroute would be handy as well. If you don't know how to do this there's a guide here

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
InternetHelp
Newbie
Posts: 6
Registered: ‎11-10-2018

Re: High Latency/Ping most of the time

Heya - It's a wired connection direct from pc to router.

 

And here's the traceroute, the latency varies but I've seen it anywhere from 400-2000 with these spikes:

Microsoft Windows [Version 6.3.9600]
(c) 2013 Microsoft Corporation. All rights reserved.

Tracing route to www.google.com [216.58.213.68]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  dsldevice.lan [192.168.1.254]
  2   810 ms   777 ms   788 ms  410.xe-2-2-0.central10.pcn-bng03.plus.net [84.93
.253.80]
  3   799 ms   798 ms   789 ms  411.be7.pcn-ir01.plus.net [84.93.253.83]
  4   806 ms   822 ms   812 ms  195.99.125.136
  5   832 ms   827 ms   848 ms  195.99.127.87
  6   821 ms   781 ms   860 ms  195.99.126.185
  7   828 ms   799 ms   815 ms  108.170.246.161
  8   400 ms   401 ms   402 ms  216.239.57.117
  9   487 ms   465 ms   471 ms  lhr25s01-in-f4.1e100.net [216.58.213.68]

Trace complete.

MasterOfReality
Plusnet Help Team
Plusnet Help Team
Posts: 1,639
Thanks: 275
Fixes: 57
Registered: ‎26-03-2018

Re: High Latency/Ping most of the time

Hi @InternetHelp 

 

Sorry to hear this is happening. 

 

I'm finding it difficult to locate your account...perhaps due it being an active account at a premise you moved into.

 

Could you please confirm the last 3 digits of the Landline number attached to the account 

and the last 2 characters/digits of the username in order for me to confirm that I am looking at the correct one? 

 

Thanks

MoR

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
InternetHelp
Newbie
Posts: 6
Registered: ‎11-10-2018

Re: High Latency/Ping most of the time

Last 3 digits is 763, and end of username is 14 Smiley

Yeah theres an existing connection until february-ish i think?
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: High Latency/Ping most of the time

Thanks for confirming the details.

I've tested your line today and I can see that there are some settings on your line that are set too low that may be making your speeds seem slow or your connection intermittent.

I've arranged for the line to be reset to try and fix this.

Can you monitor it over the next 24 to 48 hours?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
InternetHelp
Newbie
Posts: 6
Registered: ‎11-10-2018

Re: High Latency/Ping most of the time

Thank you!

Still spiking to 900 at the moment - but will keep an eye Smiley

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 1,958
Thanks: 339
Fixes: 110
Registered: ‎26-03-2018

Re: High Latency/Ping most of the time

Thanks @InternetHelp. If you continue to experience these issues after the 48 hours have elapsed please tun through our troubleshooting guides here and let us know how you get on.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
InternetHelp
Newbie
Posts: 6
Registered: ‎11-10-2018

Re: High Latency/Ping most of the time

Haven't noticed any spikes since Wednesday so looks like it's a lot better - thanks! I'll post again if that changes haha

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,128
Thanks: 991
Fixes: 401
Registered: ‎01-01-2012

Re: High Latency/Ping most of the time

Glad to hear it!

Hopefully you don't have any further issues

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