Ping Spikes since 05/11/2020

[laurence99]

Hello,

I have my 4G unlimited Wifi sim with a Netgear Nighthawk 2 Router. Up until now everything has been stable and working well in the ST3 Area of Stoke, But since Yesterday I've been getting good download and upload speeds but terrible ping , spiking from 30 to over 300 every 2-3 seconds making gaming impossible and its been constant throughout yesterday and today, I restart my router every week and keep it up to date, There has been no updates lately and I have restarted it to make sure this is not the issue, I have also used my older Nighthawk 1 with the same results. 

Running a simple Tracert to Google I get:

Tracing route to www.google.co.uk [216.58.206.131]
over a maximum of 30 hops:

1 <1 ms 2 ms <1 ms m2login.net [192.168.1.1]
2 * * * Request timed out.
3 100 ms 25 ms 19 ms 10.248.27.169
4 75 ms 19 ms 20 ms 10.247.86.193
5 * * * Request timed out.
6 117 ms 16 ms 19 ms 10.247.93.1
7 95 ms 19 ms 21 ms 10.247.86.214
8 101 ms 20 ms 33 ms 87.237.20.172
9 105 ms 23 ms 37 ms 87.237.20.81
10 24 ms 41 ms 26 ms 74.125.52.216
11 65 ms 24 ms 29 ms 209.85.248.229
12 194 ms 26 ms 24 ms 216.239.56.193
13 137 ms 37 ms 25 ms lhr25s15-in-f3.1e100.net [216.58.206.131]

Trace complete.

As you can see it's quite bad, on normal Broadband this would normally indicate a fault at the exchange or internet throttling however with mobile broadband I'm not sure.

Is there a way I can see if they are working on the line and its a temporary problem or should I take some other steps.

Regards.

[bristolian]

Hi @laurence99 

You can try checking the status checker , however this is more oriented towards faults on the radio network - that manifest themselves in lack of coverage, for example.

You say your download speeds are reasonable and this is a ping issue, which would tend towards a core network/routing query. There aren't any online status checks for those.

[James_B]

Hi @laurence99,

Welcome back to the community. 🙂

If the Network Status Checker doesn't show any issues, I'd recommend getting in touch with Customer Care so our Tech Gurus can take a detailed look at this for you.

They'll be happy to help.

James

[laurence99]

Thanks for getting back to me, on the Checker it sates that a repair has been carried out recently and i'm wondering if this "repair" has actually caused the issue. I have anyhow reported an issue to see where that goes as this ping stuff is really annoying to say the least.

[James_B]

Hi @laurence99,

You've done the right thing in reporting the issue. You will be sent and update once our network team have investigated.

Thanks

James

[laurence99]

So its been 24 days now, and it stabilized for maybe 3 out of those days, The reply I've had from support have not been helpful and have simply said "We could not find a problem in "my postcode" it may have been a one off.  A one off would indicate that my problem occurred once and disappeared, but this is not the case, its being dragged out now and I just want the problem gone.

[Leanne_T]

Hi @laurence99

I am sorry to hear this has not been resolved for you.

I have sent you a private message on here for some details.

Speak soon 🙂

Leanne.

[laurence99]

So I received a call from EE to help sort my issue, After about 10 mins of them trying to blame my router and failing because I happen to know my stuff in that area, the argument is: if my speeds are fine (above 5MB) there is not much they can do, I made a point to say that my ping and Internet stability was fine until this "recent repair" had been carried out, but they seemed to not be phased by it. After hanging up the next day my internet was fine for 2 days straight, now again back to normal. I find it strange that when I first purchased I never had an issue, 2 months in, its almost useless to me, It's more annoying that I had cancelled my Previous broadband for this after it showed to be more stable and faster. I'm not sure what to do now.

[Alex_S]

Hi @laurence99,

Welcome back to the community 🙂

When you say it is now back to normal, do you mean since speaking to our Tech Guru Team it is now working fine? Or are you still having issues with your speeds and connectivity?

Alex 🙂

[laurence99]

I mean after I spoke to the tech team for the next 2 days my ping stabilized without issues, now it's back to being terrible again.