Lots of packet lost and latency

[#1]

Hi,

My line is getting packet loss and high latency, its making gaming a nightmare.

Im on a wired connection

Please see attached graph

[#2]

Hi @HL

Thanks for getting in touch.

I've reviewed your account and although I can see a few drops over the last seven days, your connection has been stable for the last 36 hours and is syncing at 71.6mb/s.

Could you confirm that you're currently connected via a wired connection and that the speed tests on that connection are in line with the above?

Best wishes,

Dave

[#3]

Hi Randall,

Im connected to the router via a wire, my speeds on tests are around 66 mbps down and 17-20 mbps up. Packet loss on these tests can vary from 1-10% just depends on if you catch it on that test or not. Some games are unplayable, some handle packet loss a little better but still effects game play.

http://www.dslreports.com/speedtest/36052569

Server		Nett Speed	RTT / Jitter Avg	Re-xmit Avg	Cwnd Avg
Dublin, Ireland, EU (amazon)	d6	2.55 Mb/s	87.7±4.8ms	2.4%	18
St. Ghislain, Belgium, EU (google)	d6	3.18 Mb/s	85±4.2ms	8.2%	13
Frankfurt, DE, EU (INTERNAP)	d5	2.97 Mb/s	93.7±5.4ms	1.6%	20
London, UK (linode)	d6	1.93 Mb/s	83.8±9.6ms	3.2%	13
Amsterdam, Netherlands, EU (softlayer)	d3	2.79 Mb/s	92.8±4.3ms	2.6%	22
Darmstadt, Germany, EU (nynex.de)	d6	1.95 Mb/s	96.6±9.3ms	4%	17
St. Ghislain, Belgium, EU (google)	u3	1.87 Mb/s	198.6±99.3ms	-	10
Darmstadt, Germany, EU (nynex.de)	u3	4.73 Mb/s	342.6±171.3ms	-	10

With a ping google.co.uk -t on second monitor while playing average ping of around 37ms with spikes to 75ms at random and the odd request failed.

[#4]

Hi @HL,

Thank you for confirming that you're on a wired connection and that the speed you're receiving on your side is close to what we're seeing on the tests from this side.

I'm sorry that you're experiencing these packet loss and latency issues and that this is affecting your gaming.  Please can you run through our troubleshooting guides here and let us know how you get on.

[#5]

Hi @EmilyD

Issues still present after following that.

[#6]

From what I can see there's interleaving on your line which is a form of error correction but the downside of this is that it can increase latency.

This is likely caused by the drops in your connection you had not long ago.

Are you still using the router we sent you along with the Openreach modem?

If so could you try plugging your computer directly into the modem setting up a PPPoE connection as explained Here?

This will help narrow down where the issue lies by taking the router out of the equation.

Thanks

[#7]

Hi @Gandalf

I am using a TP Link W9970 modem router, i no longer have the old plusnet router or open reach modem. Maybe worth noting the router is only about a week old and until yesterday seemed to be working fine.

Is it possible to get interleaving turned off on my line? This packet loss and lag is really hurting my gaming

[#8]

I am using a TP Link W9970 modem router, i no longer have the old plusnet router or open reach modem. Maybe worth noting the router is only about a week old and until yesterday seemed to be working fine.

Ah, I see. This may explain the drops on the 13th July? Which has likely triggered interleaving. We're also seeing that there was 0% uptime on the 19th June, can you remember what happened then?

Is it possible to get interleaving turned off on my line? This packet loss and lag is really hurting my gaming

I'm afraid not as interleaving is solely handled by dynamic line management (DLM) software at the exchange which we can't influence.

Could I ask which game(s) you're having problems with? It may also be worth running WinMTR by downloading it Here.

[#9]

Hi @Gandalf

No idea what happened 19th of June.

Was having trouble with Realm Royale and Planetside 2

Here is my latest Thinkbroadband monitor

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f6db0fae0be987984846ec34e6867b8254...

But i also monitored the planetside server a realm server and thinkbroadband's ping box (the one that does the monitoring) listed below:

https://share.pingplotter.com/d2Z4BcxSmd8

https://share.pingplotter.com/AQPfcf4AM8k

https://share.pingplotter.com/JEPFbwjcQmi

https://share.pingplotter.com/jT4aRBLXokG

Not a lot of packet loss at all, some wack higher end latency at times tho. Is it possible that the Thinkbroadband monitor is just broken?

[#10 · Accepted solution]

Thanks for this @HL

Trying something here, I've made a change with how your connection routes across our network.

Can you let me know if you still experience problems whilst gaming?

[#11]

@Gandalf

Sorted cheers

[#12]

Glad to hear that! Thanks for letting us know.