EE broadband constantly high latency on ethernet connection

[Bo-oF]

The upload latency is constantly over 200, hovering around 220 - 280ms. This makes gaming literally impossible. Openreach have checked the line and have found no faults, EE technitian also found no faults within the service. We recieved a new router but the problem still persists. I have tried using all different ethernet cables (all Cat5e) for each connection. The service was working fine until about 4 weeks ago. EE have stated that there is nothing more they can do and offered a free cancellation. I have never experienced this sort of problem with any other provider. I have tried the network under loaded and unloaded situations and the results are the same, as well as only 1  device on the network (ethernet connected pc). The computer is mid end (3600x, 5700xt) so there are no issues with hardware. The issue still happens over WiFi on all my devices. The speeds are exactly as advertised (100D 20U), as well as the download ping being normal (for uk servers 16ms - 20ms).

[Bo-oF]

Nothing has changed in my network since we had the new EE broadband installed. No new devices were added to the network. As for the server ip, I dont believe that is information I can aquire, I don't belive that this is the issue though, as it occurs on ANY game / server. Whether its an eu server or a american server (rather than 100 to 120 ping for a NA server I have 400 - 500 ping) also occuring on a wide variety of games. The issue also occurs on VOIP platforms such as discord. I have only tried the offical EE routers, as well as having a brand new one delivered, the results were exactly the same. 

[bobpullen]

The direct PPP connection may offer us some clues; another ISP's guide here.

Just replace the login details with: -

User: bthomehub@btbroadband.com
Passwd: BT

[str312706]

@Bo-oF  Did you ever find a resolution to this issue.  We have the exact same issue (via another ISP) which only started after switching to their fibre BB package  (only change was fibre connection and a new router).  We have high upload latency via Wi-Fi and when connected via ethernet (we had ethernet installed in our property as the ISP kept telling me it was a WI-FI issue) .  This is impacting gaming and applications which depend on low latency connections such as MS Teams voice and video conferencing.  We never had this issue on our previous BB configuration which was with the same ISP. 

Its driving me crazy so have been scanning the internet looking for others with similar issues and came across this thread.  My ISP have basically said there is nothing more they can do, and like yourself, they have offered a free cancellation.    

[Bo-oF]

Nothing was ever 'done'. But suddenly it started behaving normally. I wish I could help but it literally just started working as normal. The rated upload latency was still the same, but gaming and voice applications worked fine with expected latency (15- 25ms on eu servers). The only thing I could think of in your situation is the connection between the router and the home, my freind had a simular issue where his adapter was faulty, casuing huge spikes and poor latency. Maybe try a direct ethernet into the router, that would prove if its a router / isp or hardware in the home issue.

[str312706]

@Bo-oF  Thanks for taking time to reply, much appreciated.  Can I ask a final question please…

Are you saying that your speed tests are still showing high upload latency?  Mine are in the 150-250 range depending on whether I’m using Ethernet or Wi-Fi when performing the test.  I’m not sure if this is a red herring and its a consequence of the speed test, or I have a genuine latency issue.

[Bo-oF]

My Ookla results are still the same, but in game performance is as expected. I do not know what actually happened to fix my issue, my latency to game servers and voice applications suddenly became normal. I had recorded the results of tests done on games (cs2 / r6 siege) and both went from the 150 to 250 range to 12 to 18. Nothing was actually changed on my network, no hardware or software was added / removed / changed. Maybe try going into an actual game and recording the latency numbers, I wish I had more information but the entire situation makes 0 sense and the resolution even less. It seems testing websites may just be completely unreliable for realworld testing of upload latency. 

[Darran]

It’s so frustrating reading the replies to your post from people who clearly don’t understand latency or your issue.

Just wanted to add some insight of my experience also that may help you or others. 

I have the older black EE smart hub and I’m on 80MB down and 20MB up, I don’t have full fibre in my area as yet so this is the best I can get.  A couple of days ago I was sent a newer white smart hub from EE. After setting up the new white smart hub I checked my speed via cloudflares speed test and also Ookla and immediately noticed that my upload ping latency was between 180-300ms each time I ran the test, I was wired and only had one device connected to the new white router at this time. I then connected my iPhone via the 5GHZ frequency and exactly the same 180-300ms upload ping latency.  I switched back to my older black ee smart hub a minute or two later and ran the same tests and every time 20-40ms ping upload latency, then back to the new white one and 180-300ms so it’s 100% router related.

[Mustrum]

@Darran  its a new router, the first thing it will be doing is checking for and dowloading new firmware. - oh and reboots will follow.

Try leaving at least overnight before you run those tests.