topic Re: Lag and intermittent speed isdue in Broadband & Landline

Lag and intermittent speed isdue

Adam1968 — Mon, 27 Mar 2023 08:18:33 GMT

Hi I've had intermittent speeds and bad lag gaming since I joined ee from bt. 6 months of nightmare. I had extenders sent but I should fought harder six months ago but in last couple weeks I had enough started demanding it be fixed.

We got an ee qube engineer out who plugged into master socket found pings over 300 packet loss etc so he said needs openreach engineer. We had two engineers from broadband side who find no fault blaming ee network. I'm waiting on more help as am sick of this problem. Can you tell me what can be done to fix this as qube engineer gets problem I do when I game or checks speeds which go up and down from 72 Meg down to 5 Meg up and down all over place and impossible to game online.

Re: Lag and intermittent speed isdue

Christopher_G — Mon, 27 Mar 2023 10:33:35 GMT

Hi @Adam1968

Welcome to the community.

We have a few broadband experts here in the community who may be along with some suggestions soon. My only other advice is to continue to speak with our technical support team so they can look into this further for you.
Chris

Re: Lag and intermittent speed isdue

XRaySpeX — Mon, 27 Mar 2023 11:06:11 GMT

Welcome to EE's Home Broadband Forum.

You would be getting the same connection from EE as you would have been from BT if changed your BB like-for-like.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Lag and intermittent speed isdue

Adam1968 — Wed, 29 Mar 2023 11:52:01 GMT

Hi,

Keep talking to tech side my fault going no where.

EE Cube engineer came over week ago plugged his laptop into the master socket eliminating any problem my side. He found packet loss and pings over 380. He said there is oviously a big problem and needed an openreach engineer.

Two engineers came out plugged there devices into socket says sync at 80 Meg and no fault.

Cube laptop was seeing what I was getting as I played online games I was experiencing lag issues in game so I'm glad the cube engineer back up my problem by seeing packet loss and high pings.

Now tell me why the cube engineers laptop tests show this side that I have fault but openreach broadband testers using a different device see no fault. Yes they she it sync at 80 Meg but if there packet loss and high ping doesn't matter what he sees it's no use for a gamer. Times it shows sync at 80, but drops to Meg or 25 50 upwards and can change but sync at 80,. I feel the ee help desk no idea what to do next. The openreach side say line fine and if there is packet and high pings it's EE network that's at fault. My fault not being fixed at moment waiting on another team as had three engineers got four days but not called I'm sick of phoneing. My fault not bring dealt with

Re: Lag and intermittent speed isdue

Adam1968 — Wed, 29 Mar 2023 11:54:16 GMT

Sorry for typos this stupid predictive changes letters

Re: Lag and intermittent speed isdue

Mustrum — Wed, 29 Mar 2023 12:05:17 GMT

@Adam1968 never mind the typos, rather than repeat your first post, could you provide the info requested by @XRaySpeX ?

Re: Lag and intermittent speed isdue

Adam1968 — Wed, 29 Mar 2023 17:22:33 GMT

router screenie first then bt Broadband Availability Checker

www.thinkbroadband.com result https://www.thinkbroadband.com/speedtest/1680109430406580555

can vary as ihave done bt wholesale during day and been down as little as 5 15 40 andupto74. when did speed tests as a bt customer with bt i was always consistent 80 82 it never dropped speeds once during test been consistently variable with ee since i joined 6months and my 2 children are gamers to and moan consistently why did i leave bt because they say ee always been terrible .is this a coincidence or what ? can u explain why cube engineer results show packet loss and pings upto 380 saying speed drops during test but openreach bb engineer different test he happy and blames ee network

Re: Lag and intermittent speed isdue

Mustrum — Wed, 29 Mar 2023 18:08:55 GMT

Looks like your broadband is doing OK at first glance, to find out more about your issues more info needed.

The cube guy is unlikley to have much of a clue on the application/game you are having issues with, so his easy answer is to agree you have lag. Openreach will test your broadband which, apart from a drop 2 days ago look ok.

So, in more detail what issues are you having? How do you get lag, what are you connecting from and to?

Where is the app/game based?

What are you using to test with and where do you get your figures from?

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 07:29:14 GMT

i followed XRaySpeX to get those results why was hesitant in ON SPEED tests as people think look s ok when its not.

are you presuming the engineer just turning up and agreeing with me so he not doing his job and is clueless? i just know all three of us on different top end gaming pcs find games very laggy at times and at other times speeds go way down when test bt always consistent didn't even drop by 1 . I never knew i had packet loss the cube engineer told me that with his results he showed me his pings over 380 said should be under 60 i just know i hate ee network . i am an online gamer of 24 yrs and can build my own systems . guys at ee never heard of your profile being remapped which bt do remotely .i only know since i left bt i have problems . i had bad issues with sky bb once in past and left them too , no idea what bt does that everyone else is not . but im paying for a terrible service .

Re: Lag and intermittent speed isdue

Mustrum — Thu, 30 Mar 2023 08:29:42 GMT

@Adam1968 I am not presuming anything, just looking for information or evidence of the issues you are experiencing.

This forum is not Customer Services, no one on here has access to your account, nor can see what has been reported by engineers or the Broadband care team.

If you don't want to share details there is not a lot we can do..

I am not a gamer, but am aware some ISP's do have gamer profiles, but I would have thought you would be more aware of who offers them than I do.

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 09:56:35 GMT

everything i did was follow xray spec recommendations above at start if your not a gamer you wont understand whats happening

Re: Lag and intermittent speed isdue

Leanne_T — Thu, 30 Mar 2023 13:51:26 GMT

Hi @Adam1968

I would suggest getting back in touch with our tech gurus, they can run further troubleshooting for you and let you know the next steps to get this sorted.

Leanne.

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 17:24:30 GMT

https://www.thinkbroadband.com/speedtest/1680194876491426055

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 17:26:02 GMT

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 17:30:39 GMT

using ethernet with bt wholesale site and Broadband Speed Test Results | thinkbroadband

why i say speeds and lag pings are changing throughout day .using a gaming top end lappy with cat 8 ethernet .

no progress on fault from ee after talking to numerous agents who say take ownership but don't. Got a manager tonight who escalated so see what happens .

Re: Lag and intermittent speed isdue

Mustrum — Thu, 30 Mar 2023 17:37:26 GMT

@Adam1968 did you have anything else connected to the router, or any other programs running when you did thse tests?

The results suggest congestion, but is it local or at the exchange/cabinet/VLAN?

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 18:26:56 GMT

hi no. i have a master socket with nte5 think it is . im connected to router directly with cat 8 new cable i bought to network which not done yet. the cabinet outside my home. as i live next to bank of Scotland which is now shut for good prob why put there

Re: Lag and intermittent speed isdue

Mustrum — Thu, 30 Mar 2023 18:35:31 GMT

OK, I am, not sure you understood my questions.

On the router, do you have any other devices connected on Wireless or via the Lan ports when you were doing your latest tests?

Also on the PC/Laptop are you using any other programs or apps at the same time when you are testing?

Re: Lag and intermittent speed isdue

XRaySpeX — Thu, 30 Mar 2023 18:38:20 GMT

Post the tracert to bbc.co.uk.

Your connection speed is ideal. So it is puzzling why you have occasional slow speedtests, but just as a sanity check:

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

Re: Lag and intermittent speed isdue

Adam1968 — Thu, 30 Mar 2023 18:59:14 GMT

hi just to say leaving tonight as need to wind down kids turned pcs of they given up tonight its so bad i struggled to open web just now. so only my laptop and 3 mobile phones on at moment nothing else but phones auto connect . to be honest issues i have happened with sky too but ee worse. never had issue with bt network . strange how every provider so different. ee escalations calling tonight but hope not had enough till tomorrow. 6 months of this driving me potty. i gave up for months its very tiring and just started chasing 2 weeks ago again.