High Latency

[Slowping]

Hi,

It seems this is an old and well trod topic which does not seem to have been resolved.

I am on the 300MB EE broadband, not BT, I was a Virgin customer (500MB) for many years but since moving I have had to change provider and EE seemed to fit the bill.

However since it was installed almost 2 months ago I notice that the latency is 16-17ms to most UK speedtest sites, I am used to sub 10ms.

https://www.speedtest.net/my-result/d/ebec5277-4432-45be-b4c9-3701ee204a10

https://www.speedtest.net/my-result/d/a3c07f77-0fb4-491f-bb7c-dd82ce69dd2e

The latency from my wired PC to firewall -> router is 1ms so no issue there however once I hit the EE network it spikes to >11ms as can be seen below.

Any idea who I should be contacting with this as I do not have an EE landline for the call back testing that is on offer.

tracert -d ee.co.uk

Tracing route to ee.co.uk [45.60.65.23]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 1 ms 1 ms <1 ms 192.168.0.1
3 4 ms 3 ms 3 ms 172.16.13.210
4 * * 10 ms 213.121.98.145
5 10 ms 10 ms 24 ms 213.121.98.144
6 9 ms 10 ms 10 ms 87.237.20.142
7 10 ms 12 ms 10 ms 195.66.226.47
8 13 ms 14 ms 12 ms 45.60.65.23

Trace complete.

TIA

Gary

[Slowping]

Hi all,

Excuse long post.

Not sure if I have already reported this, I seem to recall that I may have a some point, however the problem persists.

While I get great download and upload speeds the latency is very poor, atypical 16-20ms and while some may accept this as normal believe me it is not.

I am not on 4G this is a fixed landline connection with an ethernet connection to the router so I expect 10ms at worst 11ms.

https://www.speedtest.net/my-result/d/a7054df3-43f1-4a3c-8c5c-d477d637775b 

Tracing places the issue within the network and not a local problem

Tracing route to google.com [142.250.179.238]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 <1 ms 1 ms 5 ms 192.168.0.1
3 3 ms 2 ms 2 ms 172.16.13.210
4 * * * Request timed out.
5 11 ms 15 ms 10 ms 213.121.98.144
6 14 ms 12 ms 17 ms 87.237.20.142
7 12 ms 12 ms 11 ms 72.14.242.70
8 12 ms 12 ms 12 ms 108.170.246.129
9 11 ms 11 ms 11 ms 142.251.54.25
10 12 ms 11 ms 12 ms 142.250.179.238

Trace complete.

I have been in contact with EE and have been told this is normal, however I also have a slower Sky connection and the speed test from that shows 11ms over WiFi !!

https://www.speedtest.net/my-result/d/de65b691-d33e-41ff-bca1-5cfb2fbb4ae3 

same trace

Tracing route to google.com [2a00:1450:4009:81f::200e]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 2a02:c7f:6e6c:fd00::1
2 * * * Request timed out.
3 * * * Request timed out.
4 * * * Request timed out.
5 * 13 ms * 2a00:1450:80fe::1
6 14 ms * 13 ms 2001:4860:0:1::2fd8
7 14 ms 11 ms 12 ms 2001:4860:0:135e::12
8 13 ms 13 ms 13 ms 2001:4860::c:4002:1123
9 13 ms 12 ms 12 ms 2001:4860::9:4001:45d3
10 * 14 ms * 2001:4860::12:0:b229
11 14 ms 36 ms 21 ms 2001:4860:0:1::54d1
12 23 ms 33 ms 26 ms 2a00:1450:4009:81f::200e

Trace complete.

Since WiFi, as we know, is slower than a wired connection it proves that there is a problem within the EE network. While this is not a problem for mobile users who would not notice the difference it is a big issue on a fixed landline.

Can someone please tell me how I can resolve this as customer support staff are great but have been told there is no 2nd/3rd line support for this type of problem which as an ex network engineer I cannot believe.

If there is an EE representative here please can you assist?

Gary

[XRaySpeX]

---

@Slowping wrote:

I have been in contact with EE and have been told this is normal

It's certainly not abnormal. 11.7 ms to Google is highly reasonable for a consumer product.

Please run a wired speedtest @ 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.

[Slowping]

@XRaySpeX wrote:

---

It's certainly not abnormal. 11.7 ms to Google is highly reasonable for a consumer product.

If I was getting this I would not be here trying to sort the problem out 😀

Here is the speedtest as requested

https://www.thinkbroadband.com/speedtest/1638010690248626655

This shows 25ms latency so still no good.

This still does not explain the difference between EE and Sky both use the same infrastructure yet EE has a higher latency than Sky even when Sky is measured over WiFi.

All results except Sky were wired connections direct to router.

@Mustrum 

@XRaySpeX  yes I am aware, but to get 300Mbps from G.Fast the OP must be inside the cabinet

The cabinet is less than 50mtr from front door, new pole has been installed too for FTTP directly opposite my home which when connected I will be upgrading too. 

And yes I have tried multiple UK sites and the latency has been the same or close to

Kcom (Hull): https://www.speedtest.net/my-result/d/cff4e03d-d8bc-46bc-b1e2-594e0b460af7

Univ of Oxford(Oxford):  https://www.speedtest.net/my-result/d/e182bb2c-e420-4762-aa43-b95abb04ef0a

Netprotect(London): https://www.speedtest.net/my-result/d/851bcb83-296f-4da8-ba0a-09013289758b - Best one yet. 12ms

 Apologies for delayed response trashing house atm so it is taking priority

[mikeliuk]

Hi @Slowping ,

As a sanity check, what is the unloaded latency reported by fast.com and speedtest.net ?

[Slowping]

Hi @mikeliuk 

Sorry for the delay building work going on.

2 tests to same destinations for comparison each test ran twice to ensure routes are available

These speeds are on EE over wired network.

Speedtest: https://www.speedtest.net/my-result/d/6a7db11e-b21c-4e6b-9369-67f1c0fa1830

fast.com: speed 320mbps, latency: 8ms UnLoaded, Upload: 48Mbps

As said speed is not the problem its the latency that is and sorry 17-18ms is not right!

same house, same pole, same cabinet: Sky over Wi-Fi...

speedtest: https://www.speedtest.net/my-result/d/5807afe3-924b-45f8-85cc-679435ef9df7

fast.com: speed 38mbps, latency 7ms Unloaded, Upload 12Mbps 

I would expect EE to be better than Sky especially when Sky is over Wi-Fi and EE is hard wired.

A I asked in the initial post is there an EE network engineer on here that can tell me how I can get 1st Line support to escalate this issue as I cannot be the only one.

I have not fabricated the information from fast.com if there was a way to post it here I would.

[Slowping]

Update:

So it seemed that the answer to my original question will remain unanswered 😞 however I have sort of resolved this issue now by switching to FTTP 900 

Latency has now dropped to a more acceptable 11ms average.

That was until some poor engineer pulled my plug from the exchange 🙂 was 4 days without this new connection but its all back and working fine.

If you can I would suggest upgrading to the new service that EE/BT are rolling out

Thanks to all those who tried to help