Latency Spikes

[#1]

I hope someone can help with this. For a while now we've been getting spikes of latency. Games get high latency and streaming video constantly buffers. I run a speed test whenever this happens but they always come back with 52 down and 12 up, which is a bit low but definitely fast enough for streaming etc.

We've tried most things at this point - wired/wireless, different router, different wires/filters nothing seems to make a difference. That said, it does seem to happen consistently between 7pm-10pm or so and is worse on the weekends.

Even more concerning, today our upstream is now only 9, down from the 12 we were getting before. The BT wholesale test errors when I try it so I can't test further.

[#2]

Testing your line isn't finding any issues:

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0003
Description	No problem found, OAM test is not currently supported on this line.
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	59.3 Mbps
Upstream Speed	11.0 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	606.5
Upstream Rate Assessment	Reasonable
Downstream Rate Assessment	Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream Traffic Detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
Profile Name	0.128M-80M Downstream, Retransmission Low - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2017-07-27T12:00:00

The connection speeds seem fine and your line is stable:

Do the spikes of latency happen at similar times each day or are they random?

The TBB graph you've added doesn't show any issues, the minimum latency hasn't increased and no packet loss is showing.

[#3]

I can't say for certain that they only happen between 7.30-9.30pm but that's by far the worst times for it. Probably around 8pm is the worst. The spikes themselves are random during that stretch.

For a while I thought it might be the gateway we were connected to. I did feel like switching improved things a bit but since it didn't fix it maybe that's me imagining things.

I found a graph that does show a spike that includes packet loss (I reset the router after that so ignore the red bar).