Ping Spikes While Streaming

[iAdam1n]

I've noticed in this past week that I've had high ping spikes while streaming on another device. Initially I noticed it playing FIFA on PS5 but I've since tried disconnecting every device other than a laptop (to run ping on) and one Apple TV 4K (2nd generation) to play Netflix. Ping spikes higher on 4K streaming than on HD but even HD has spikes. Tried all combinations of wired/wireless and the only improvement is HD streaming with the Apple TV box on wired but still has spikes, just not as often/high. I am using 5GHz - tried 2.4 but it's far worse.

I have the Fibre Plus package and bandwidth is nowhere near being used. I plan on ringing EE again tomorrow to report the extra tests but wondered if anyone else had noticed issues? 

Router stats are below: 

Product name,EE Smart Hub
Serial number,+EEH001+1903006281
Firmware version,v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020)
Board version,01
Data sent / received,78.9 MB / 3.4 GB
DSL uptime,0 days 1 Hours 9 Mins 3 Secs
Data rate,20.00 Mbps/75.45 Mbps
Maximum Data rate,25.0 Mbps/75.5 Mbps
Noise margin (up/down),9.3/6.0
Line attenuation (up/down),8.3/9.8
Signal attenuation (up/down),8.2/9.8
Broadband username,EMAIL
2.4 GHz wireless network name,NAME
2.4 GHz wireless channel,Smart (Channel 11)
5 GHz wireless network name,NAME
5 GHz wireless channel,Smart (Channel 48)
Wireless Security,WPA
Wireless mode,Mode 1
Firewall,Default
MAC address,78:DD:12:B8:7F:53
Software variant,-
Boot loader, 0.0.3-EE (Mon Dec 4 17:32:53 2017)

[James_B]

Hi @iAdam1n,

Welcome to the EE Community. 🙂

I haven't seen any other reports of this issue.

Were our technical support team able to resolve it for you?

James

[iAdam1n]

Hi @James_B, thanks for the reply! Sadly not, but since I'm managed to improve it by making Netflix use medium data mode instead of automatic, although even with automatic it shouldn't be an issue given I have Fibre Plus. I might call them again if I notice more issues with it spiking again.

[James_B]

Hi @iAdam1n,

I'm glad you were able to find a solution. Please let us know if it happens again.

James

[iAdam1n]

Going to try calling again because I should be able to use the highest quality without issue.

[James_B]

Hi @iAdam1n,

It could be that the ping spikes coincide with the streaming service requesting a large packet of data, perhaps when initially buffering the content.

Our technical support team will be happy to take a detailed look at it for you.

James

[iAdam1n]

@James_B I'm still having the same issue and nobody seems to be able to understand why. Had BT and EE engineers out and found nothing. Going to phone again tomorrow as it's impossible to game on FIFA while streaming and it can't be using anywhere near the bandwidth I have. 

[James_B]

Thanks for the update @iAdam1n

Our Technical Support Team will be happy to take another look at this for you.

James

[iAdam1n]

Seems that they have no clue what's happening and find no issue, despite it being visible here. It appears it might be a BT Openreach issue as I tested with Amazon Prime playing while at an Uncle's house who has BT and it spiked a little, although not as much as it does for me on EE so it is weird.

[James_B]

Hi @iAdam1n,

Are our technical support team still looking into the issue for you?

James