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1 year on and still having latency issues in the evenings

madtazzy
Dabbler
Posts: 22
Registered: 05-06-2013

1 year on and still having latency issues in the evenings

So guys
I am now 1 year into my contract with Plusnet and i am still suffering with lousy latency issues at around 8-10pm each night (which is when i use my internet for gaming, the reason i got fibre!) and i have just about had enough of it now.
Am i able to cancel my subscription so i can go with a provider who doesnt slow down internet access in the evenings for example Sky?
If so how do i go about it as i need to get this sorted, its driving me mad now
17 REPLIES
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: 1 year on and still having latency issues in the evenings

Hi madtazzy,
Have you reported this issue to our Faults Team so we can take a look at this for you?
We don't slow you down at peak times, if this is happening, there's clearly something wrong that we would prefer to get looked at for you. You can raise a fault online at http://faults.plus.net
Chris Pettitt
Cloud Environments Engineer
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: 1 year on and still having latency issues in the evenings

Further to the above, it might be worth looking at our Unlimited fibre package - I realise you're not coming close to your current limit but the prioritisation is different on Unlimited to Extra (though it still shouldn't be causing latency).
Is the gaming the only thing happening on the connection to the time, and does it happen on all traffic/protocols or just specific games/servers?
madtazzy
Dabbler
Posts: 22
Registered: 05-06-2013

Re: 1 year on and still having latency issues in the evenings

Hi
Well i am suffering with latency on both the game i play plus the voice comms i use too so its clearly something specifically to do with the line.
The programs i am using are Star Wars The Old Republic and Teamspeak 3.
I have checked that noone is downloading or streaming at the same time so i dont understand why i am having this issue.
I have reported the issue previously but when it was investigated they couldnt find anything wrong with the line but as i said it only happens in the evenings at certain times.
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: 1 year on and still having latency issues in the evenings

Thanks for getting back to us.
In order for us to investigate the issue, it's important that we get some information from you. When this happens, would you be able to provide us with a tracert so we can perhaps look at the latency and hops?
Chris Pettitt
Cloud Environments Engineer
madtazzy
Dabbler
Posts: 22
Registered: 05-06-2013

Re: 1 year on and still having latency issues in the evenings

If i knew how to do that i would be happy to, but i have no idea
Plusnet Staff
Plusnet Staff
Posts: 6,346
Thanks: 31
Fixes: 5
Registered: 26-11-2011

Re: 1 year on and still having latency issues in the evenings

Sorry, I should have posted you a link!
Here's the link: http://www.plus.net/support/broadband/troubleshooting/running_ping_tracert.shtml
If you require any further help, please do let us know.
Chris Pettitt
Cloud Environments Engineer
madtazzy
Dabbler
Posts: 22
Registered: 05-06-2013

Re: 1 year on and still having latency issues in the evenings

How do i know what IP address to do the tracert to?
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: 1 year on and still having latency issues in the evenings

Depends how you connect to your TS server, but in my experience that's usually done by IP address - if so, that's the one to use (if there's a colon and a port number at the end ignore that bit, e.g. if it's 212.159.6.9:34172 then you just want to tracert to 212.159.6.9).
Likewise with the SWTOR server, once you're connected you should be able to get the IP address of the server itself - there's a thread on the swtor forums here that talks you through how to do so: http://www.swtor.com/community/showthread.php?t=368299
In fact as the thread is dealing with server lag there may be some further suggestions in there (though we're still happy to investigate if you could try the traceroutes Smiley )
Hope that helps.
madtazzy
Dabbler
Posts: 22
Registered: 05-06-2013

Re: 1 year on and still having latency issues in the evenings

Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\Users\Paul>ping 109.169.20.105
Pinging 109.169.20.105 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 109.169.20.105:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
C:\Users\Paul>ping www.plus.net
Pinging portal.plus.net [212.159.9.2] with 32 bytes of data:
Reply from 212.159.9.2: bytes=32 time=42ms TTL=248
Reply from 212.159.9.2: bytes=32 time=211ms TTL=248
Reply from 212.159.9.2: bytes=32 time=186ms TTL=248
Reply from 212.159.9.2: bytes=32 time=250ms TTL=248
Ping statistics for 212.159.9.2:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 250ms, Average = 172ms
C:\Users\Paul>tracert www.plus.net
Tracing route to portal.plus.net [212.159.9.2]
over a maximum of 30 hops:
  1  106 ms    33 ms    53 ms  BTHomeHub.home [192.168.1.254]
  2  504 ms    65 ms    66 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.197
]
  3  113 ms  119 ms  234 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.15
2]
  4  124 ms    55 ms  203 ms  xe-4-3-0.ptw-cr01.plus.net [212.159.0.244]
  5  119 ms    71 ms    39 ms  ae1.pcl-cr01.plus.net [195.166.129.1]
  6    59 ms    52 ms    91 ms  po2.pcl-gw01.plus.net [195.166.129.41]
  7  467 ms    55 ms    41 ms  gi5-8.ptp-cr01.plus.net [84.93.224.48]
  8    65 ms    91 ms    54 ms  vlan2657.ptp-elb01.plus.net [84.93.224.36]
  9    56 ms    39 ms  168 ms  portal.plus.net [212.159.9.2]
Trace complete.
C:\Users\Paul>tracert www.plus.net
Tracing route to portal.plus.net [212.159.9.2]
over a maximum of 30 hops:
  1    75 ms  710 ms    17 ms  BTHomeHub.home [192.168.1.254]
  2  757 ms    78 ms  143 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.197
]
  3  259 ms    30 ms  333 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.15
2]
  4  439 ms    36 ms    41 ms  xe-4-3-0.ptw-cr01.plus.net [212.159.0.244]
  5  233 ms    91 ms    64 ms  ae1.pcl-cr01.plus.net [195.166.129.1]
  6    32 ms  613 ms  110 ms  po2.pcl-gw01.plus.net [195.166.129.41]
  7    60 ms  380 ms    70 ms  gi5-8.ptp-cr01.plus.net [84.93.224.48]
  8  255 ms    45 ms  136 ms  vlan2657.ptp-elb01.plus.net [84.93.224.36]
  9  496 ms    85 ms    28 ms  portal.plus.net [212.159.9.2]
Trace complete.
C:\Users\Paul>
i did this tonight as i had to call it night gaming again and i just did it to plus net website and as you can see im still struggling even to that website
madtazzy
Dabbler
Posts: 22
Registered: 05-06-2013

Re: 1 year on and still having latency issues in the evenings

this is the one to my swtor server
Microsoft Windows [Version 6.1.7600]
Copyright (c) 2009 Microsoft Corporation.  All rights reserved.
C:\Users\Paul>ping 109.169.20.105
Pinging 109.169.20.105 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Ping statistics for 109.169.20.105:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
C:\Users\Paul>ping www.plus.net
Pinging portal.plus.net [212.159.9.2] with 32 bytes of data:
Reply from 212.159.9.2: bytes=32 time=42ms TTL=248
Reply from 212.159.9.2: bytes=32 time=211ms TTL=248
Reply from 212.159.9.2: bytes=32 time=186ms TTL=248
Reply from 212.159.9.2: bytes=32 time=250ms TTL=248
Ping statistics for 212.159.9.2:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 250ms, Average = 172ms
C:\Users\Paul>tracert www.plus.net
Tracing route to portal.plus.net [212.159.9.2]
over a maximum of 30 hops:
  1  106 ms    33 ms    53 ms  BTHomeHub.home [192.168.1.254]
  2  504 ms    65 ms    66 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.197
]
  3  113 ms  119 ms  234 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.15
2]
  4  124 ms    55 ms  203 ms  xe-4-3-0.ptw-cr01.plus.net [212.159.0.244]
  5  119 ms    71 ms    39 ms  ae1.pcl-cr01.plus.net [195.166.129.1]
  6    59 ms    52 ms    91 ms  po2.pcl-gw01.plus.net [195.166.129.41]
  7  467 ms    55 ms    41 ms  gi5-8.ptp-cr01.plus.net [84.93.224.48]
  8    65 ms    91 ms    54 ms  vlan2657.ptp-elb01.plus.net [84.93.224.36]
  9    56 ms    39 ms  168 ms  portal.plus.net [212.159.9.2]
Trace complete.
C:\Users\Paul>tracert www.plus.net
Tracing route to portal.plus.net [212.159.9.2]
over a maximum of 30 hops:
  1    75 ms  710 ms    17 ms  BTHomeHub.home [192.168.1.254]
  2  757 ms    78 ms  143 ms  lo0-central10.ptw-ag03.plus.net [195.166.128.197
]
  3  259 ms    30 ms  333 ms  link-a-central10.ptw-gw01.plus.net [212.159.2.15
2]
  4  439 ms    36 ms    41 ms  xe-4-3-0.ptw-cr01.plus.net [212.159.0.244]
  5  233 ms    91 ms    64 ms  ae1.pcl-cr01.plus.net [195.166.129.1]
  6    32 ms  613 ms  110 ms  po2.pcl-gw01.plus.net [195.166.129.41]
  7    60 ms  380 ms    70 ms  gi5-8.ptp-cr01.plus.net [84.93.224.48]
  8  255 ms    45 ms  136 ms  vlan2657.ptp-elb01.plus.net [84.93.224.36]
  9  496 ms    85 ms    28 ms  portal.plus.net [212.159.9.2]
Trace complete.
C:\Users\Paul>
Bare in mind that its not as bad now as it was earlier
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: 1 year on and still having latency issues in the evenings

What are you doing to get more than single digit millisecond latency on your LAN between your computer and your BTHomeHub ?
As you can see from my trace to plus.net (below), the first hop from your PC to your modem/router should be a few milliseconds -
                                  Loss%   Snt   Last   Avg  Best  Wrst StDev
  1. my-adsl-gateway              0.0%    10    3.2  4.0  3.1  5.9  1.0
  2. lo0-central10.pcl-ag01.plus.  0.0%    10  26.1  25.0  23.4  27.5  1.2
  3. link-a-central10.pcl-gw01.pl  0.0%    10  32.9  33.4  32.5  36.2  1.1
  4. xe-10-0-0.pcl-cr01.plus.net  0.0%    10  33.0  33.3  31.9  35.1  1.3
  5. po2.pcl-gw01.plus.net        0.0%    10  32.6  33.0  32.4  34.2  0.5
  6. gi5-8.ptp-cr01.plus.net      0.0%    10  41.8  41.2  40.0  42.5  0.8
  7. vlan2657.ptp-elb01.plus.net  0.0%    10  40.3  40.7  40.1  42.4  0.7
  8. portal.plus.net              0.0%    10  42.2  43.0  40.0  55.3  4.7

Even my first hop latency is quite high, as this trace was done wirelessly from a laptop, to a wireless access point, then ethernet to a mains powerline adaptor, across my house wiring to another powerline adaptor back to ethernet, through an ethernet switch, passes through a SamKnows whitebox network monitor, and finally into my router+modem.
As you can see my trace isn't a simple path but is still only a few milliseconds,  so I don't know how you are getting tens or hundreds of milliseconds on the LAN side of your router ?
Huh
Community Veteran
Posts: 26,688
Thanks: 911
Fixes: 10
Registered: 10-04-2007

Re: 1 year on and still having latency issues in the evenings

If you are using wireless normally can you try using a wired connection to the router to see whether you still see the increased latency at peak times. If it's the wireless only seeing issues it could be that someone nearby is on the same channel as you - the solution could be as simple as you changing the channel you use.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Superuser
Superuser
Posts: 11,916
Thanks: 3,286
Fixes: 22
Registered: 22-08-2007

Re: 1 year on and still having latency issues in the evenings

Quote from: purleigh
What are you doing to get more than single digit millisecond latency on your LAN between your computer and your BTHomeHub ?

Purleigh,
Good observation and question - which has got me wondering too.  I've got two AP's (connected by dLAN over power) on well separated channels - however 'this' laptop connects to the TG582n wireless AP.  As the tracert results show below, the transit time to the router is unexpectedly high - indeed it is the slowest part of the whole route.  I wonder if this is down to the 'known' characteristics of the TG582n WiFi performance, even with npr's tweaks to make it operate at 300mbs?

# 08/11/2013 12:31:05.36
# Microsoft Windows [Version 6.1.7601]
C:\Users\Kevin xxxxxx>tracert plus.net
Tracing route to plus.net [212.159.9.2]
over a maximum of 30 hops:
 1   403 ms    92 ms   249 ms  dsldevice.lan [192.168.1.254]
 2    41 ms    71 ms    41 ms  lo0-central10.pcl-ag04.plus.net [195.166.128.185]
 3   125 ms    40 ms    40 ms  link-a-central10.pcl-gw01.plus.net [212.159.2.172]
 4   114 ms    72 ms    41 ms  xe-0-2-0.pcl-cr01.plus.net [212.159.0.204]
 5   176 ms    39 ms    40 ms  po2.pcl-gw01.plus.net [195.166.129.41]
 6    94 ms    47 ms    47 ms  gi5-8.ptp-cr01.plus.net [84.93.224.48]
 7    83 ms    49 ms    47 ms  vlan2657.ptp-elb01.plus.net [84.93.224.36]
 8   183 ms    48 ms    48 ms  portal.plus.net [212.159.9.2]
Trace complete.

Anyone have any thoughts please?
Cheers,
Kevin
Community Veteran
Posts: 5,472
Thanks: 292
Fixes: 4
Registered: 11-08-2007

Re: 1 year on and still having latency issues in the evenings

@'townman' -
I guess the first thing to try is connecting your laptop using an ethernet cable directly to the router and repeating the trace - to check the router's response time.
If the ethernet connection turns out to be much lower latency (thereby eliminating the router being excessively slow), then it would be worth checking to see whether the latency drops to  similar level when using one of your other wireless access points - if is does then it will show that the Thomson AP is useless (wouldn't that be a surprise !  Roll eyes).
My network has at least twelve Devolo dLAN powerline adaptors, and a minimum of four wireless access points (on different channels), and don't see delays across my powerline network of more than say 2ms.
Unfortunately for you and  'madtazzy', I don't have either a BT homehub, or any Thomson routers to try doing comparative results against.
I have never seen LAN latency like yours on any of my Linksys, Netgear, Billion, or DrayTek modem/routers.