High packet loss and spikes in ping

[highpacketloss]

Any help would be greatly appreciated!

Below is a charateristic ping test of my EE connection.

A few notes:

1. After switching from EE's default modem to some weird TP-LINK one I found at work, both ping and packet loss improved greatly to its current not-so-great status
2. This is a consistent issue no matter which server I ping (every continent has this problem)

Any help on how to fix this infuriating problem would be greatly appreciated!

[James_B]

Hi @highpacketloss,

Welcome to the EE Community. 🙂

Our Technical Support Team will be happy to look into this if you get in touch.

Thanks

James

[highpacketloss]

Hi James!

Thank you for your reply. The technical support team have not been helpful (in fact, downright useless), neither has the engineer sent on site. I was looking for the community for support.

Cheers,

[Mustrum]

@highpacketloss  to be fair you have not given much to go on, and assumed people would know what your odd ping plotter was, how it was set up, and what your random servers were you were trying to measure, or what your weird TP-Link router was.

If you want to put some detail into your problems people may be able to help. 

[highpacketloss]

1. The plotter was to cloudflare's 1.1.1.1, in fact it doesn't matter which server I ping on any continent. I'm afraid that detail won't be helpful.

2. The ping and packet loss was on average, 56% and 78% with EE's default router, I hope I was doing EE a favour by not letting that one go in public.

[Mustrum]

@highpacketloss 

1. you might not thinks so, but pinging DNS servers is a pretty dumb way to test anthing, their priority is to do DNS stuff, not respond to your or anyone elses pings.

2. see 1 above,  not EE you would be doing a favour! You can't have come on here to report on pinging DSN servers?

So back to your issue, what is it really?

[highpacketloss]

Look, I don't know a better way to show the problems I'm having with my internet. I'm just a guy who really needs his internet to work better so I can work from home once in a while to spend time with my family.

Right now the symptoms are: 1 minute in a 10 minute zoom call drops out. About 2 minutes in a League of Legends game is timed out, Youtube can buffer at a maximum of 360p.

Could you suggest a better way to diagnose my problems? It's been quite sad and infuriating to not have usable internet.

[Mustrum]

OK, now we may be getting somewhere. A few basics will help.

1. What broadband service and speeds do you have?

2. What speed and services are available in your area? Enter your phone number in the BTW DSL checker, post the results excluding personal info such as the phone number - https://www.broadbandchecker.btwholesale.com/#/ADSL 

3. If not on Full Fibre, how is your phone line, any noise when you dial 17070 option 2?

A simple phone is the best diagnostic tool you can have on a broadband line delivered over your phone line.

4. Any changes in the router lights when you notice problems?

5. When you notice issues, is anyone else using the internet, or is it just you?

That should at least get a start to some meaningful information.

If @XRaySpeX  is around he has a more detailed set of questions that will help further.

[highpacketloss]

1. 16Mb/s contract but averaging around 500kb/s on fast.com/google/ookla

2. 16Mb/s was the fastest one available

3. I'll get a phone tomorrow, what should I try to listen for?

4. Internet light goes out from time to time

5. Just me (we went through process of elimination)

[Mustrum]

OK, so seems likley your line is faulty, but detail will help, so again:

2. What speed and services are available in your area? Enter your phone number in the BTW DSL checker, post the results excluding personal info such as the phone number - https://www.broadbandchecker.btwholesale.com/#/ADSL