Ping Issues - Hub

[mikethespike]

Hi,

I have been experiencing spikes in ping whilst using applications and believe there may be an issue with the router or the installation. This issue occurs whether a device is connected wirelessly or direct to the router via ethernet cable.

I have ran ping tests to the router from numerous devices, and also ping tests to external addresses to try to confirm where the problem is. Spikes occur frequently, almost as if the router is processing something and causing a delay, but this is just a guess.

The connection from a device to the router generally shows a ping of 1-6ms but will regularly spike over 150ms and exceeding 700ms.

The ping results from the external address will spike in tandem with the router latency, but they are also occurring when the router seems to be running as intended.

I called the helpline only to be told that an engineer won't attend the property as there is no issue with the connection received at the property due to all markers hitting green and not red, but ping/latency is not included in these markers. The advisor kept pushing for the Complete Wifi package to be added to the subscription as that is the only way an engineer will attend the property. This seems redundant as the issue is happening with a wired connection.

How do I get someone to investigate this without paying an extra fee?

I have reset the router to factory settings, tried different cable ports, and changed the router to operate only 1 band at a time (for both 2.4 and 5).
Is there anything else that can be tried?

Thank you.

[JimM11]

@mikethespike What have you done to try and find or eliminate any device that may cause or be the issue?

[mikethespike]

Hi Jim,

Good question. Would the hub have a record of any issues that would help to identify if a device is causing a problem? I was initially looking to see if there was a way to check/restrict bandwidth per device in the manager but that appears to not be an option.

The only thing I have done so far is to turn off every device and then turn them on one by one and then run an application that interacts with the internet and seeing if there is any jumps in ping. I was theorising that the router might be struggling to determine what device gets priority.

I'll have a look at disabling all devices and start again from fresh and report back.

[JimM11]

@mikethespike Couple of pointers for you, you do not mention which router that you have! Then switching everything off, one device testing, ideally Ethernet and report your findings. Below you will see a sample that i just tested for you to look at, all of my devices on, tested with Ethernet from the desktop PC which is NIC through a Tp-Link switch and to BBC for 1 minute, then 3 minutes, and finally to the router by itself. But i KNOW exactly how my network works and behaves. EE Smarthub+ primary router just so you know.

C:\Windows\System32>ping bbc.co.uk -n 60
Ping statistics for 2a04:4e42:400::81:
Packets: Sent = 60, Received = 60, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 16ms, Average = 13ms

C:\Windows\System32>ping bbc.co.uk -n 180
Ping statistics for 2a04:4e42:400::81:
Packets: Sent = 180, Received = 180, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 12ms, Maximum = 17ms, Average = 13ms

C:\Windows\System32>ping 192.168.1.254 -n 180
Ping statistics for 192.168.1.254:
Packets: Sent = 180, Received = 180, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 4ms, Average = 1ms

[mikethespike]

Thanks very much for your reply.

The Hub is a SmartHub with Wifi6 (black model).

On reading your first reply I initially wondered if the ring device on the property was maybe causing an issue but I've since disabled the devices and the ping was still unstable.

I have started from the beginning and added devices one by one using only the 5ghz band and had no issues until I had to pair a device that did not have a 5ghz network adapter. I then enabled the 2.4ghz band and that's when I noticed latency issues appearing again.

I checked the device(PC) to see if it was showing any unusual data usage but I couldn't see anything immediately noteworthy. I have since disabled the 2.4ghz band and everything is running smoothly on 5ghz.

We're going to upgrade the network adapter and see if the device causes an issue when it connects, or whether the router is having an issue with running both bands at once.

In your opinion/experience, is one answer more likely than the other?

Appreciate your time!

[JimM11]

@mikethespike I am going to send you a link to try and establish which/what router that you have, there is also a label on the bottom of it, if it is the latest it will be one of too, SH31B or SH32B, 32 does FF only and the 31 does both FF and FTTC, just 2 different types of connections, copper cable to the home is FTTC and FF is fibre all the way, does not really matter both routers are capable.

The EE Smarthub+ is the defined name, but link will show you pictures if that makes it easier, the EE router is a little weak on the 2.4Ghz band strength, it's just it's way, and the 5Ghz is just a little bit stronger. both bands coexist with each other that is a wi-fi 6 control issue that EE have stuck to and that is there decision regarding what/why they have done it.

So now devices have to work and work well especially that you are toiling to get it going, it can be MORE than one device that cause or combining to give an issue. Also the position and placement of the Router can/does have a dramatic effect, ie you have it sitting on the floor, you are going to have problems right out the bat... All of this will help, it can and is an undertaking to just get it right. This all makes it hard to see what is going on, and the router is not going to tell you so...

Will also link a picture of my screens so you can compare, http://192.168.1.254 on a web browser gets you to the web manager of the router. Will be a few links on this page so it may help.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

EE Smarthub+ SH31B

SH31B My Network

[JimM11]

@mikethespike Tried to PM you but must be off on your side.

My ring doorbell have off loaded its 2.4Ghz band to a powerline wireless adapter, and my ring camera to the same module as the signal struggled to reach the EE Router signal.

[Michael_D]

Hi @JimM11.

I've opened up the PM option now, so you should be able to send it.

Michael