cancel
Showing results for 
Search instead for 
Did you mean: 

Packet Loss/ Latency whilst gaming

Stax
Hooked
Posts: 9
Registered: ‎23-07-2018

Packet Loss/ Latency whilst gaming

I switched to Plusnet a few months ago and for the first month everything seemed fine but over the past month or two I've noticed what I believe to be is packet loss. Every so of often there will be a delay with movement or an action whilst gaming. 

I've tried everything on my end and I'm always on ethernet so it's not down to wi-fi. I've disabled wi-fi and tested. I've tried multiple ethernet cables of different lengths. I've tried restarting the router. I've tried multiple computers. I've tried disconnecting everything else connected to the network. I've tried DMZ. I'm on a static IP.

 

My speeds are fine but it's the random spikes I keep having. What else can I try?

 

6. Data rate: 20000 / 71568
7. Maximum data rate: 25087 / 70999
8. Noise margin: 9.2 / 5.4
9. Line attenuation: 19.2 / 16.1
10. Signal attenuation: 19.0 / 16.1

 

WinMTR WITHOUT VPN

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| PNHUB1 - 2 | 355 | 350 | 0 | 11 | 615 | 2 |
|410.xe-2-2-0.central10.psb-bng01.plus.net - 2 | 355 | 350 | 11 | 22 | 617 | 17 |
| 411.be5.psb-ir01.plus.net - 2 | 355 | 350 | 11 | 22 | 612 | 12 |
| core1-BE1.southbank.ukcore.bt.net - 2 | 355 | 350 | 11 | 22 | 616 | 12 |
| peer2-et3-0-2.slough.ukcore.bt.net - 2 | 355 | 350 | 12 | 23 | 615 | 17 |
| No response from host - 100 | 75 | 0 | 0 | 0 | 0 | 0 |
| ae1-br01-eqld5.blizzardonline.net - 2 | 355 | 350 | 12 | 46 | 1223 | 13 |
| No response from host - 100 | 75 | 0 | 0 | 0 | 0 | 0 |
| be2-pe01-eqpa4.blizzardonline.net - 2 | 355 | 350 | 19 | 30 | 618 | 22 |
| 185.60.114.159 - 2 | 355 | 350 | 19 | 30 | 618 | 20 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

WINMTR WITH VPN

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.8.0.1 - 2 | 347 | 343 | 16 | 22 | 654 | 17 |
| ams-eq6-cr1-v11.31173.se - 1 | 351 | 348 | 17 | 30 | 656 | 17 |
| 80.249.208.83 - 1 | 351 | 348 | 17 | 23 | 659 | 18 |
| ae1-br02-eqam1.blizzardonline.net - 2 | 347 | 343 | 17 | 30 | 656 | 19 |
| et-0-0-3-br02-eqpa4.blizzardonline.net - 2 | 343 | 339 | 26 | 35 | 732 | 27 |
| be2-pe02-eqpa4.blizzardonline.net - 2 | 347 | 343 | 26 | 32 | 665 | 27 |
| 185.60.114.159 - 2 | 347 | 343 | 26 | 32 | 665 | 27 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

My Broadband Ping - PlusNet

 

I've attached 4 ThinkBroadband speed tests.

 

11 REPLIES 11
dvorak
Moderator
Moderator
Posts: 28,618
Thanks: 6,351
Fixes: 1,461
Registered: ‎11-01-2008

Re: Packet Loss/ Latency whilst gaming

Moderators Note.
Post released from spam filter and topics merged.

Customer / Moderator
If it helped click the thumb
If it fixed it click 'This fixed my problem'
EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 356
Fixes: 117
Registered: ‎26-03-2018

Re: Packet Loss/ Latency whilst gaming

Hi @Stax,

 

I'm sorry to hear that you're experiencing this issue and would like to apologise for any inconvenience that this is causing you.

 

I've tested your line and the test has picked up a local network fault, which I believe is the root cause of this problem. I've raised this over to our suppliers for further investigation and they have given an estimated response time of Thursday the 26th of July. With it being an external fault, this is only an estimate and if they are able to resolve this sooner for you they will. Our faults team will be in touch with you once we've received an update on this.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
Stax
Hooked
Posts: 9
Registered: ‎23-07-2018

Re: Packet Loss/ Latency whilst gaming

Thanks I appreciate the help.

Stax
Hooked
Posts: 9
Registered: ‎23-07-2018

Re: Packet Loss/ Latency whilst gaming

So it's been few days and the engineer came out earlier in the week and said that he fixed an issue on the line but the issue is still there. Here's another WinMTR without a VPN.

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| PNHUB1 - 1 | 424 | 420 | 0 | 3 | 343 | 1 |
|410.xe-2-2-0.central10.psb-bng04.plus.net - 1 | 428 | 425 | 10 | 16 | 385 | 12 |
| 411.be8.psb-ir01.plus.net - 1 | 424 | 420 | 11 | 16 | 487 | 11 |
| core1-BE1.southbank.ukcore.bt.net - 1 | 424 | 420 | 11 | 17 | 484 | 11 |
| peer2-et3-0-2.slough.ukcore.bt.net - 1 | 428 | 425 | 12 | 18 | 388 | 13 |
| No response from host - 100 | 87 | 0 | 0 | 0 | 0 | 0 |
| ae1-br01-eqld5.blizzardonline.net - 1 | 426 | 424 | 12 | 56 | 3519 | 13 |
| No response from host - 100 | 87 | 0 | 0 | 0 | 0 | 0 |
| be2-pe01-eqpa4.blizzardonline.net - 1 | 424 | 420 | 19 | 24 | 488 | 19 |
| 185.60.114.159 - 1 | 428 | 425 | 19 | 24 | 393 | 20 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,052
Thanks: 9,698
Fixes: 1,529
Registered: ‎21-04-2017

Re: Packet Loss/ Latency whilst gaming

Sorry to hear you're still having issues.

Our tests aren't finding the cause of the problem.

Does using a VPN improve your gameplay and fix the packet loss issue?

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Stax
Hooked
Posts: 9
Registered: ‎23-07-2018

Re: Packet Loss/ Latency whilst gaming

Just tested it with the VPN and it's still the same

 

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.15.0.1 - 1 | 384 | 382 | 16 | 19 | 455 | 16 |
| ams-eq6-cr1-v11.31173.se - 1 | 384 | 382 | 16 | 23 | 459 | 17 |
| 80.249.208.83 - 1 | 384 | 382 | 17 | 20 | 460 | 17 |
| ae1-br02-eqam1.blizzardonline.net - 4 | 340 | 329 | 17 | 97 | 4440 | 18 |
| et-0-0-3-br02-eqpa4.blizzardonline.net - 1 | 384 | 382 | 26 | 37 | 547 | 26 |
| be2-pe01-eqpa4.blizzardonline.net - 1 | 384 | 382 | 26 | 29 | 475 | 26 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 78 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

 

Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
Registered: ‎04-04-2007

Re: Packet Loss/ Latency whilst gaming

Hey, 

 

This:

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| PNHUB1 - 2 | 355 | 350 | 0 | 11 | 615 | 2 |

and this

|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.15.0.1 - 1 | 384 | 382 | 16 | 19 | 455 | 16 |

 

Suggests that you are dropping packets and suffering from latency spikes at the first hop, which is your router.   If that is dropping packets.or creating latency, that will mess everything up.   You said you are wired to the router.  Were those MTRs run while wired?

Is there anything else running on your PC?  Do you have another device to test, or another router to try?

 

Kelly Dorset
Ex-Broadband Service Manager
Stax
Hooked
Posts: 9
Registered: ‎23-07-2018

Re: Packet Loss/ Latency whilst gaming

Yes two computers and a laptop that I've tested is wired directly to the router and with as many background processes closed as possible whilst running tests.

Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
Registered: ‎04-04-2007

Re: Packet Loss/ Latency whilst gaming

and the MTRs look the same from the different laptops?

Do you have another router to test with?

Kelly Dorset
Ex-Broadband Service Manager
Stax
Hooked
Posts: 9
Registered: ‎23-07-2018

Re: Packet Loss/ Latency whilst gaming

Yes they're all very similar with random latency spikes at the first point. I don't have a spare to test unfortunately.

Kelly
Hero
Posts: 5,496
Thanks: 375
Fixes: 9
Registered: ‎04-04-2007

Re: Packet Loss/ Latency whilst gaming

Definitely something odd going on.  The TBB graph:

9696bcb4135827f65851f9e353d2546cd5c204ac

suggests latency and packet loss yesterday (the 30th) which then cleared up completely this morning.  There was also some sort of downtime at 10am today.

 

That downtime doesn't match up with our disconnection records for us.  (I.e., you didn't disconnect at 10 today), and htere wasn't any sort of change at midnight to explain the change in latency/packet loss.

 

image15330367671376

Are you still seeing the lag and spikes right now?   The TBB image currently looks healthy.

Kelly Dorset
Ex-Broadband Service Manager