Connection Issues and call wait times

[#1]

Afternoon folks,
I am posting here today to just to give some new/old customers a few pieces of personal experience information.

About 3 months ago I moved my broadband to a new location(house move) after the line was installed and the internet went active everything was grand. Then after the first bill came out my service started to deteriorate.
I then decided to add the priority internet addon to my line to ensure that I wouldn't get high latency when gaming. To no avail this did nothing.
Now after the 3 month and three questions posted on-line the line is even worse.
Here is a quick ping request to google from today;
Pinging google.com [173.194.34.137] with 32 bytes of data:
Reply from 173.194.34.137: bytes=32 time=138ms TTL=56
Reply from 173.194.34.137: bytes=32 time=190ms TTL=56
Reply from 173.194.34.137: bytes=32 time=166ms TTL=56
Reply from 173.194.34.137: bytes=32 time=145ms TTL=56
Reply from 173.194.34.137: bytes=32 time=210ms TTL=57
Reply from 173.194.34.137: bytes=32 time=63ms TTL=56
Reply from 173.194.34.137: bytes=32 time=46ms TTL=57
Reply from 173.194.34.137: bytes=32 time=151ms TTL=57
Reply from 173.194.34.137: bytes=32 time=199ms TTL=56
Reply from 173.194.34.137: bytes=32 time=182ms TTL=56
Reply from 173.194.34.137: bytes=32 time=163ms TTL=56
Reply from 173.194.34.137: bytes=32 time=199ms TTL=56
Reply from 173.194.34.137: bytes=32 time=239ms TTL=57
Reply from 173.194.34.137: bytes=32 time=40ms TTL=56
Reply from 173.194.34.137: bytes=32 time=45ms TTL=56
Reply from 173.194.34.137: bytes=32 time=35ms TTL=57
Reply from 173.194.34.137: bytes=32 time=100ms TTL=56
Reply from 173.194.34.137: bytes=32 time=98ms TTL=56
Reply from 173.194.34.137: bytes=32 time=95ms TTL=57
Reply from 173.194.34.137: bytes=32 time=39ms TTL=57
Reply from 173.194.34.137: bytes=32 time=134ms TTL=57
Reply from 173.194.34.137: bytes=32 time=89ms TTL=56
Reply from 173.194.34.137: bytes=32 time=132ms TTL=57
Reply from 173.194.34.137: bytes=32 time=102ms TTL=57
Reply from 173.194.34.137: bytes=32 time=129ms TTL=56
Reply from 173.194.34.137: bytes=32 time=181ms TTL=56
Reply from 173.194.34.137: bytes=32 time=195ms TTL=56
Reply from 173.194.34.137: bytes=32 time=334ms TTL=56
Reply from 173.194.34.137: bytes=32 time=429ms TTL=57
Reply from 173.194.34.137: bytes=32 time=209ms TTL=57
Reply from 173.194.34.137: bytes=32 time=219ms TTL=56
Reply from 173.194.34.137: bytes=32 time=223ms TTL=56
Reply from 173.194.34.137: bytes=32 time=207ms TTL=57
Reply from 173.194.34.137: bytes=32 time=208ms TTL=56
Reply from 173.194.34.137: bytes=32 time=222ms TTL=56
Reply from 173.194.34.137: bytes=32 time=258ms TTL=56
Reply from 173.194.34.137: bytes=32 time=281ms TTL=57
Ping statistics for 173.194.34.137:
    Packets: Sent = 47, Received = 47, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 31ms, Maximum = 429ms, Average = 153ms
Pinging google.com [173.194.34.137] with 32 bytes of data:
Reply from 173.194.34.137: bytes=32 time=66ms TTL=56
Reply from 173.194.34.137: bytes=32 time=126ms TTL=56
Reply from 173.194.34.137: bytes=32 time=117ms TTL=57
Reply from 173.194.34.137: bytes=32 time=141ms TTL=56
Reply from 173.194.34.137: bytes=32 time=117ms TTL=57
Reply from 173.194.34.137: bytes=32 time=345ms TTL=56
Ping statistics for 173.194.34.137:
    Packets: Sent = 6, Received = 6, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 66ms, Maximum = 345ms, Average = 152ms
Pinging google.com [173.194.41.69] with 32 bytes of data:
Reply from 173.194.41.69: bytes=32 time=97ms TTL=57
Reply from 173.194.41.69: bytes=32 time=85ms TTL=57
Reply from 173.194.41.69: bytes=32 time=136ms TTL=57
Reply from 173.194.41.69: bytes=32 time=166ms TTL=57
Reply from 173.194.41.69: bytes=32 time=231ms TTL=57
Reply from 173.194.41.69: bytes=32 time=177ms TTL=57
Reply from 173.194.41.69: bytes=32 time=210ms TTL=57
Reply from 173.194.41.69: bytes=32 time=79ms TTL=57
Reply from 173.194.41.69: bytes=32 time=42ms TTL=57
Reply from 173.194.41.69: bytes=32 time=230ms TTL=57
Ping statistics for 173.194.41.69:
    Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 231ms, Average = 145ms
Pinging google.com [173.194.34.128] with 32 bytes of data:
Reply from 173.194.34.128: bytes=32 time=124ms TTL=56
Reply from 173.194.34.128: bytes=32 time=139ms TTL=55
Reply from 173.194.34.128: bytes=32 time=31ms TTL=55
Reply from 173.194.34.128: bytes=32 time=129ms TTL=55
Reply from 173.194.34.128: bytes=32 time=120ms TTL=56
Reply from 173.194.34.128: bytes=32 time=120ms TTL=55
Reply from 173.194.34.128: bytes=32 time=147ms TTL=56
Reply from 173.194.34.128: bytes=32 time=120ms TTL=55
Reply from 173.194.34.128: bytes=32 time=33ms TTL=56
Reply from 173.194.34.128: bytes=32 time=88ms TTL=56
Reply from 173.194.34.128: bytes=32 time=53ms TTL=56
Reply from 173.194.34.128: bytes=32 time=127ms TTL=56
Reply from 173.194.34.128: bytes=32 time=202ms TTL=56
Ping statistics for 173.194.34.128:
    Packets: Sent = 24, Received = 24, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 31ms, Maximum = 206ms, Average = 118ms
Now this is all day for the past month or so, not to mention the internet going off for long periods of time due to ''BT WHOLE SALE'' faults
I would just like to say that at my old address I had NO PROBLEM with my service and it was great no issues with latency at all.
I am currently in a waiting queue for 15 mins to try and get this sorted and hopefully I will. But I will not be paying for this months £5 prio broadband addon.
Anyway, thanks for reading and I hope you don't have to go through this.
Thanks,
Stephen Devlin

[#2]

Hi there,
Sorry to hear things aren't working as you'd like. Just had a look over your account and can't see anything that looks incorrect, you're on the pro profile so things should be prioritised and you're not over your usage at all.
There have been a few disconnections on a couple of evenings:
<img src="http://ccgi.psmith12.plus.com/visradius/generated/image1333439430982.png" />
But not sure if that's you rebooting the connection or not in an attempt to sort this - it hasn't altered the speed profile in any way. Hope you don't mind a couple of questions?
Was the ping the only traffic on the line at the time? Just hoping there were no torrents or windows updates going as they can saturate the upload which will slow down all traffic.
Also, do you get high pings to the gaming servers you play on?
Finally just hoping you can try a BT speed test at http://www.speedtester.bt.com as that'll give us more of an idea of how the line is going.

[#3]

Quote

Was the ping the only traffic on the line at the time?

Yeah I ensured that everything was off.

Quote

Also, do you get high pings to the gaming servers you play on?

It was no matter which server/game  I played.

Just to add that after speaking to someone on the phone the second I called the ping dropped instantly to 33 constant 0% drop outs.