Just joined from BE - ping spikes making gaming unplayable

[#1]

Your profile on our system had changed to 7.5Mb/s which has caused this, we have problem(75444) raised regarding this.
I've changed your profile back to 4.5Mb/s.

[#2]

Froug:  Are you happy with a speed to 4500?  We'll fix at that to prevent this stupidity.

[#3]

Yes - let's do that. Having a variable speed profile just causes me latency grief.

[#4]

That's done for you.

[#5]

Thank you - latency is looking good now.

[#6]

...and now it isn't, although the behaviour has changed.
During the day (off peak), I can't induce any lag with streaming, but in the evenings, the lag whilst streaming is there (unless something happened today):
ping -t 185.12.240.110
Pinging 185.12.240.110 with 32 bytes of data:
Reply from 185.12.240.110: bytes=32 time=59ms TTL=53
Reply from 185.12.240.110: bytes=32 time=59ms TTL=53
Reply from 185.12.240.110: bytes=32 time=62ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=61ms TTL=53
Reply from 185.12.240.110: bytes=32 time=68ms TTL=53
Reply from 185.12.240.110: bytes=32 time=55ms TTL=53
Reply from 185.12.240.110: bytes=32 time=80ms TTL=53
Reply from 185.12.240.110: bytes=32 time=156ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=62ms TTL=53
Reply from 185.12.240.110: bytes=32 time=68ms TTL=53
Reply from 185.12.240.110: bytes=32 time=61ms TTL=53
Reply from 185.12.240.110: bytes=32 time=61ms TTL=53
Reply from 185.12.240.110: bytes=32 time=62ms TTL=53
Reply from 185.12.240.110: bytes=32 time=64ms TTL=53
Reply from 185.12.240.110: bytes=32 time=71ms TTL=53
Reply from 185.12.240.110: bytes=32 time=71ms TTL=53
Reply from 185.12.240.110: bytes=32 time=63ms TTL=53
Reply from 185.12.240.110: bytes=32 time=70ms TTL=53
Reply from 185.12.240.110: bytes=32 time=64ms TTL=53
Reply from 185.12.240.110: bytes=32 time=62ms TTL=53
Reply from 185.12.240.110: bytes=32 time=67ms TTL=53
Reply from 185.12.240.110: bytes=32 time=81ms TTL=53
Reply from 185.12.240.110: bytes=32 time=151ms TTL=53
Reply from 185.12.240.110: bytes=32 time=79ms TTL=53
Reply from 185.12.240.110: bytes=32 time=96ms TTL=53
Reply from 185.12.240.110: bytes=32 time=195ms TTL=53
Reply from 185.12.240.110: bytes=32 time=177ms TTL=53
Reply from 185.12.240.110: bytes=32 time=185ms TTL=53
Reply from 185.12.240.110: bytes=32 time=117ms TTL=53
Reply from 185.12.240.110: bytes=32 time=80ms TTL=53
Reply from 185.12.240.110: bytes=32 time=120ms TTL=53
Reply from 185.12.240.110: bytes=32 time=169ms TTL=53
Reply from 185.12.240.110: bytes=32 time=127ms TTL=53
Reply from 185.12.240.110: bytes=32 time=80ms TTL=53
Reply from 185.12.240.110: bytes=32 time=117ms TTL=53
Reply from 185.12.240.110: bytes=32 time=157ms TTL=53
Reply from 185.12.240.110: bytes=32 time=100ms TTL=53
Reply from 185.12.240.110: bytes=32 time=125ms TTL=53
Reply from 185.12.240.110: bytes=32 time=146ms TTL=53
Reply from 185.12.240.110: bytes=32 time=261ms TTL=53
Reply from 185.12.240.110: bytes=32 time=92ms TTL=53
Reply from 185.12.240.110: bytes=32 time=269ms TTL=53
Reply from 185.12.240.110: bytes=32 time=68ms TTL=53
Reply from 185.12.240.110: bytes=32 time=285ms TTL=53
Reply from 185.12.240.110: bytes=32 time=324ms TTL=53
Reply from 185.12.240.110: bytes=32 time=876ms TTL=53
Reply from 185.12.240.110: bytes=32 time=453ms TTL=53
Reply from 185.12.240.110: bytes=32 time=154ms TTL=53
Reply from 185.12.240.110: bytes=32 time=73ms TTL=53
Reply from 185.12.240.110: bytes=32 time=351ms TTL=53
Reply from 185.12.240.110: bytes=32 time=100ms TTL=53
Reply from 185.12.240.110: bytes=32 time=68ms TTL=53
Reply from 185.12.240.110: bytes=32 time=263ms TTL=53
Reply from 185.12.240.110: bytes=32 time=68ms TTL=53
Reply from 185.12.240.110: bytes=32 time=261ms TTL=53
Reply from 185.12.240.110: bytes=32 time=109ms TTL=53
Reply from 185.12.240.110: bytes=32 time=96ms TTL=53
Reply from 185.12.240.110: bytes=32 time=181ms TTL=53
Reply from 185.12.240.110: bytes=32 time=208ms TTL=53
Reply from 185.12.240.110: bytes=32 time=137ms TTL=53
Reply from 185.12.240.110: bytes=32 time=65ms TTL=53
Reply from 185.12.240.110: bytes=32 time=76ms TTL=53
Reply from 185.12.240.110: bytes=32 time=154ms TTL=53
Reply from 185.12.240.110: bytes=32 time=89ms TTL=53
Reply from 185.12.240.110: bytes=32 time=94ms TTL=53
Reply from 185.12.240.110: bytes=32 time=94ms TTL=53
Reply from 185.12.240.110: bytes=32 time=69ms TTL=53
Reply from 185.12.240.110: bytes=32 time=101ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=61ms TTL=53
Reply from 185.12.240.110: bytes=32 time=59ms TTL=53
Reply from 185.12.240.110: bytes=32 time=60ms TTL=53
Reply from 185.12.240.110: bytes=32 time=61ms TTL=53
Reply from 185.12.240.110: bytes=32 time=59ms TTL=53
Reply from 185.12.240.110: bytes=32 time=59ms TTL=53
Reply from 185.12.240.110: bytes=32 time=59ms TTL=53
Ping statistics for 185.12.240.110:
    Packets: Sent = 81, Received = 81, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 55ms, Maximum = 876ms, Average = 123ms
How do the speed profiles look at the moment?

[#7]

I can't induce the lag this morning. Very odd.

[#8]

Your profile had changed to 7150 this morning which won't have helped. I'm chasing this up.
Not sure why you had poor performance last night though as the profile was OK. We'll take a look to see if there were any issues last night. 

[#9]

Thanks Chris - why did it change? I thought you had made it static at 4500.
The performance wasn't consistently bad, as such, but similar (although not identical) to the latency introduced when streaming. The behaviour was different, as follows:
1. Latency (in game/monitored via a ping to a game server) is good (~60ms on the ping trace from yesterday).
2. Fire up YouTube, and stream a couple of videos.
3. The 'lumpy' latency is then experienced (as per the trace). It bounces up and down a lot more than I've observed before. Previously, streaming would brick the latency in excess of 200ms.
4. I'm only seeing it at peak times.
Would it help if I initiated the formal complaint procedure? I've had latency issues from day one for 6 months now, and we're not getting very far.

[#10]

As far as I can tell, all of your issues have been related to a single software problem on our side where your profile keeps being updated to max.  I'll trying to work out why this hasn't been resolved yet.

[#11]

My latency is back again. Can you please reset my profile?
Have you identified the bug yet? How long will it take to fix?

[#12]

ooh,  your profile hasn't changed (still set to 4500).  Still seeing the latency? 

[#13]

I disconnected and reconnected to PPPoA and it's looking good now. Thanks for checking.
Have you determined why my PN speed profile is being reset? When can I expect a fix?

[#14]

We've been looking at the problem more in depth today and are going to try to get this upped in the priority list of fixes.

[#15]

Thanks Chris. What's the ETA on a fix?