Intermittent high latency
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Intermittent high latency
10-11-2018 8:00 PM
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Evening all,
Could someone on the Plusnet team please have a look at my connection? For the past few days I have been having seemingly random high lag spikes. My ping to google, discord and several games jumps from between 20ish ms (which is the norm) to sometimes in the 1000's. I have been over everything in the troubleshooter pages to resolve the issue myself but have not been able to find any faults on this end. All other devices on the network have been disabled, the router has been restarted. The only PC connected has been thoroughly checked to make sure there is nothing running in the background and that the network isn't being used by anything other than the one program being tested. Please see the attached images to show the latency jumping up and down at random and there is shot of the current router stats page.
The Speed of the connection seems absolutely fine. The PC in question is on a wired connection and another Ethernet cable has been used just to eliminate that as an issue just in case. Have there been any other reports of high latency issues lately or is this just my connection?
Thank you in advance.
Re: Intermittent high latency
11-11-2018 9:16 PM
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Hi @FSpiders,
Thank you for getting in touch. I'm sorry that you're experiencing intermittent high latency and for any inconvenience that this is causing you.
I've checked your account and can see that the online phoneline troubleshooter has detected an external fault. This has been raised to our suppliers for further investigation and their estimated response time is by midnight on the 14th of October. As this is an external fault, this is only an estimate and if they're able to look into this sooner for you then they will - our faults team will be in touch once we have an update on this.
Re: Intermittent high latency
14-11-2018 11:36 PM
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Hello again.
I've awaited the reported fault to be resolved and the noise on the phone line has been resolved.
Unfortunately I am still receiving very high latency issues.
Again I'll attach the current captures of the high latency.
Thank you again
Re: Intermittent high latency
15-11-2018 3:32 PM - edited 15-11-2018 3:32 PM
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Hi there.
I'm sorry that you're still experiencing latency problems.
Your router stats match what we're seeing and aren't showing any issues.
The traceroute you've done to Google won't be reliable as Google rate limits ICMP, which essentially means that they'd reject ping requests at certain hops, which may look like packet loss but they'd just be prioritising traffic instead of replying back.
Could you run a traceroute to pingbox1.thinkbroadband.com please?
Also have you tried gaming using a different computer to rule that out?
Re: Intermittent high latency
15-11-2018 4:47 PM
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Hello,
Firstly, thank you for the reply.
I have tried multiple devices. 2 Kindles, a laptop, and my main PC.
I've tried them all on the network alone at different times of the day to the same effect.
I've just ran the tracert and the pc and laptop.
I'll attach them. One post from the pc with the files. Second post from the laptop.
The Latency issues are over different programs also.
Re: Intermittent high latency
15-11-2018 4:49 PM
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post from the laptop for attachments
Re: Intermittent high latency
16-11-2018 11:42 AM - edited 16-11-2018 11:43 AM
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Hi @FSpiders,
Thank you for confirming that this issue occurs across multiple devices and at different times of day. I'm sorry for any inconvenience that this is causing you.
Testing your line isn't picking up the cause of this problem at the moment, but I can see that there are a number of underlying performance errors:
xDSL Status Check | |||
Circuit ID: | CBUKXXXXXXXXX | Service ID: | BBEUXXXXXXXXXX |
Telephone NO.: | NA | Test Executed On: | 16-11-2018 11:36:19 |
xDSL Status Test Summary | |||||
Sync Status: | Circuit In Sync | ||||
General Information | |||||
NTE Status: | NTE Power Status: | PowerOn | Bypass Status: |
Upstream DSL Link Information | Downstream DSL Link Information | |
Loop Loss: | 12.8 | 28.5 |
SNR Margin: | 6.0 | 6.1 |
Errored Seconds: | 1 | 78 |
HEC Errors: | 7 | |
Cell Count: | 2287639 | 1188843 |
Speed: | 1203 | 13307 |
Maximum Stable Rate (KBPS): | 13632 | Fault Threshold Rate (KBPS): | 10906 | ||
Mean Time Between Retrains (Seconds): | 15081 | Mean Time Between Errors Upstream (Seconds): | 650 | ||
Indicative Line Quality: | A | Mean Time Between Errors Downstream (Seconds): | 43 | ||
Custom Thresholds | |||||
MTBR_RED: | MTBE_RED: | ||||
MTBR_GREEN: | MTBE_GREEN: |
Please can you run through our troubleshooting guides here and let us know how you get on. If the issue persists once you've done the troubleshooting checks, please report it here and let us know when you've completed it.
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