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Packet loss and high latency

turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Packet loss and high latency

Hello. I am hoping you can help me. For the past few weeks I've noticed that I have been getting less performance from my internet due to packet loss and high latency. 

I managed to set up a monitor for you to have a look. 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/abb803dc4244df4a66a5f57c6cbeb3a5d3913f82-21-07-2018

Now i really ain't super savvy with the details, but from what you can see there is defiantly some sort of issue. 

Can you please assist on what I need to do to get it sorted.

 

Thanks. 

27 REPLIES 27
Plusnet Help Team
Plusnet Help Team
Posts: 14,480
Thanks: 348
Fixes: 95
Registered: ‎27-04-2007

Re: Packet loss and high latency

Hi there, 

 

Cheers for running the monitoring on that. The link is only showing about 4 hours from a few days ago. Can you let us know when you've been able to run that for a longer period as that could be a lot more revealing to us. 

 

Also have you tried running a speed test to see if your downstream speeds are any lower than usual?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Re: Packet loss and high latency

Hi, and thanks for the reply. 

I could only get the monitoring information by putting my ps3 into dmz mode and turning off all my firewalls, as I could not find any other way of doing it. I don't know if using that to monitor my connection will make any difference to the true facts, but I felt unsafe leaving all my firewalls open for a long period of time. (not sure if it is safe or not) 

 

I have checked my speeds and they all look like they are running to my plans specification, and I have never had this problem before. 

 

Could it be a router issue ? 

 

I have tried everything known to man and I only stumbled over this forum a few hours ago. 

Plusnet Help Team
Plusnet Help Team
Posts: 1,412
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Fixes: 48
Registered: ‎26-03-2018

Re: Packet loss and high latency

Hi turbointernet99 

 

Are you noticing this when connecting via WiFi or through a LAN cable? 

 

Thanks 

If this post resolved your issue please click the 'This fixed my problem' button
 MoR
 Plusnet Help Team
turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Re: Packet loss and high latency

Sorry, I should of stated that information in the OP. This is all happening while connected via LAN.
The graph that I showed you was information regarding the packet loss and high latency during none activity (No streaming, videos, gaming etc.)
It just really confuses me why I am getting this problem after countless years and internet peace.
Plusnet Help Team
Plusnet Help Team
Posts: 14,480
Thanks: 348
Fixes: 95
Registered: ‎27-04-2007

Re: Packet loss and high latency

As you've mentioned you see packet loss even when the connection isn't in use is there a possibility of you trying another router out on the line to see if the same thing happens? 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Re: Packet loss and high latency

Ok, got my self a different router to test and currently seeing this - 

 

My Broadband Ping - internet

 

 

Not as bad. Is this normal to see this spike ?

 

This graph is ongoing also, so this will keep giving info. 

Community Gaffer
Community Gaffer
Posts: 5,373
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Registered: ‎04-04-2007

Re: Packet loss and high latency

Which spike are you using referring to?

 

That looks like a very normal graph,.  The yellow latency jumps are just when you are (probably) using the connection?

Kelly Dorset
Broadband Service Manager
turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Re: Packet loss and high latency

Hello, and thanks for the reply.

The spike I was referring too was the huge one with the packet loss.
I am also seeing and experience packet loss during usage and I know that it is not normal.

The connect is not heavily utilised. It’s used for general web usage and online gaming.
Plusnet Help Team
Plusnet Help Team
Posts: 13,385
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Registered: ‎21-04-2017

Re: Packet loss and high latency

Hi @turbointernet99

Trying something here, could you switch your router off for 5 minutes then back on?

Let us know how your connection feels following this.

Cheers -Anoush

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Re: Packet loss and high latency

Hi, I can’t at the moment, but I’ve already tried that a number of times which had no effect.
Plusnet Help Team
Plusnet Help Team
Posts: 13,385
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Registered: ‎21-04-2017

Re: Packet loss and high latency

No worries. I've made a change our side.

When you can I'd recommend rebooting once more and let us know how it goes.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
turbointernet99
Dabbler
Posts: 14
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Registered: ‎24-07-2018

Re: Packet loss and high latency

Ok, thank you. I won’t be back in the house till late, but I’ll reboot it and give it a whirl.
Could I please ask what you have done ?
Plusnet Help Team
Plusnet Help Team
Posts: 13,385
Thanks: 4,123
Fixes: 665
Registered: ‎21-04-2017

Re: Packet loss and high latency

I've added a static IP to your account changing the way your service routes across our network.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
turbointernet99
Dabbler
Posts: 14
Thanks: 4
Registered: ‎24-07-2018

Re: Packet loss and high latency

Ok, thanks. I’ll monitor it for the next few days and let you know.