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Packet loss and ping spikes

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Newbie
Posts: 5
Registered: ‎11-03-2020

Packet loss and ping spikes

Hi,

 

I've been with Plusnet for 4 years now, recently been getting a lot of instances of packet loss and ping spikes during online gaming.

 

I've contacted you over Twitter Help, a line check was done but no issues found. I'm connected by an ethernet cable, and have restarted my router several times the past few weeks. This seems to help for a short time (maybe a day or 2), but then the problem returns.


Can you look into this further please?

6 REPLIES 6
Highlighted
Newbie
Posts: 5
Registered: ‎11-03-2020

Re: Packet loss and ping spikes

Not overly impressed with this ongoing issue, or lack of response here.

 

Might change Internet provider!

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Plusnet Help Team
Plusnet Help Team
Posts: 2,187
Thanks: 47
Fixes: 17
Registered: ‎24-07-2014

Re: Packet loss and ping spikes

Welcome to the forums and apologies for the delay. We're a little bit late on replies at the moment but we're usually a lot quicker.

 

The team that respond on Twitter are the team that respond here (and it's the same queue) so there is no benefit in terms of speeds to using either. Here though, you may also get insight from other customers.

 

Your connection is testing fine in terms of sync rate (40/10) with no errors.

 

Are general throughput speeds OK? Are you able to provide examples of your traceroutes/pings so we can take a look for you?

 

 

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
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Newbie
Posts: 5
Registered: ‎11-03-2020

Re: Packet loss and ping spikes

Hi Tony, thanks for the reply.

 

It's weird because yes, general throughputs are perfectly fine. 90% of the time smooth and quick.

 

Frequent (every couple of minutes) ping spikes and packet loss alerts/rubberbanding that last for 2-5 seconds or so. I'm going to try and use Pingplotter to get some info together. Will post shortly.

Highlighted
Newbie
Posts: 5
Registered: ‎11-03-2020

Re: Packet loss and ping spikes

I've attached a screenshot from Pingplotter for the last few minutes. I'm not overly knowledgable on the gubbins but can see one or 2 things here that might be an issue (namely hop 3). For most of the tracking the ping count was behind all the others by 6 or 7 and 75% packet loss sounds like it may be an issue.

Can you take a look and let me know what you think?

 

Google Ping.PNG

Highlighted
Newbie
Posts: 5
Registered: ‎11-03-2020

Re: Packet loss and ping spikes

I've also noticed ping is fine during off-peak times (both am and pm). Much worse during the day/early-mid evening. Last night was terrible.

Again, router restart helped but should this be needed every few days?
Highlighted
Dabbler
Posts: 11
Thanks: 1
Fixes: 1
Registered: ‎22-05-2017

Re: Packet loss and ping spikes

I get a similar issue: bursts of high ping times and packet loss, which throws me off work conference calls.

A router reset helped reduce the problem but did not cure it.