Lag and intermittent speed isdue

[Adam1968]

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. 

[Leanne_T]

Hi @Adam1968 

Please let us know how you get on after speaking to the escalations team. 

Leanne.

[Adam1968]

hi manager called and said he escalated to EE  sfi team but they rejected it again for the third time saying i don't meet the criteria .iintend to ring every day until its fixed because im so annoyed now. My ITSM BT bt friends from BT business i spoke to think i may have an SNR problem and need my profile remapped. ee never heard of this and say Openreach fix everything but as far as i know, wholesale staff remotely check customers' profile plus fix them if need be, and not Openreach. no confidence in EE and asked if they would release me from the contract as won't help me keep saying they will keep helping but nothing happened in over a week.WISH i had never left BT i only left to save money due to heating bills. see what the manager says on Monday if he calls. the 2 i spoke to today at EE would not do anything. so need to wait till Monday.

[James_B]

Thanks for the update @Adam1968 

Please let us know what happens on Monday.

James

[bobpullen]

@Adam1968 - you might want to check the local connectivity between gaming laptop and hub during a time that you're experiencing problems.

One way to do this would be to open a command window and run a continuous ping test to your hub by doing something like this: -

> ping -t 192.168.1.254

 This will repeatedly ping your router and return the latency in ms. You can leave the window open whilst you go about your business, and when you notice problems - it would be interesting to establish whether there are latency spikes in the ping output.

Also, what do the upload/download figures look like under Advanced Settings > Technical Log in the Hub Manager? Would be useful to establish whether or not there's a possibility that something on your network is consuming a lot of upload bandwidth (which can often have an undesired impact on latency).

[Adam1968]

bobpullen  im getting this during the ping tests intermittently in the background nothing using the net but this gaming lappy

[XRaySpeX]

I would expect a consistent response from a router of:

Reply from 192.168.1.2: bytes=32 time<1ms TTL=64

[bobpullen]

Agree with @XRaySpeX 

For a wired connection, I'd expect consistent results like this: -

>ping 192.168.1.254 -t

Pinging 192.168.1.254 with 32 bytes of data:
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64
Reply from 192.168.1.254: bytes=32 time<1ms TTL=64

My guess is, the pings you've shared were whilst connected wirelessly; the spike, whilst not huge, is less than ideal and will likely cause some headaches when gaming.

The latency between your device and hub has very little to  do with your Internet connection; it's all local to you. If there are latency spikes there though, then it's going to impact traffic to/from the Internet too.

You're not using Powerline adapters are you?