Ping spikes & disconnects

[8062282]

I recently migrated from BT (VDSL) to EE (Full Fibre 500mbs). Never had a problem with BT or the router.  I had to have the modem located in a different place due to needing 2 power sockets. 

I then started to get a noticiable lag every 10 seconds or so when I play an on-line game. I'd also get the occasional disconnect from the modem. I put it down to being further away from the modem (15') & only using a USB wi-fi adapter. On the old PC upstairs my modem (downstairs) shows up as full strength.   I bought a new PC the other day with a wi-fi card & I'm having exactly the same problems.The modem show as full strength but still getting this lag & the occasional disconnect. I've done a bit of research & somebody suggested doing a tracert. I've posted the results here.

Any suggestions before I contact EE.  Thanks..

[JimM11]

@8062282 Have a read at the link below when you get time.

Connection Dropping / Packet Loss - Page 3 - The EE Community

[8062282]

@JimM11 - Thanks for that. The wi-fi adapter is Netgear & the wi-fi card in the new PC is TP Link. I have problems with both. My issue is, I never had any problems when I was on BT. I rather not start spending money on extenders or a new modem when the old hub was fine. Unless you think being 10/11' further away would cause such an issue. I've sent my old hub back. I was on VDSL previously & I'm not sure whether my old hub would have worked on full fibre. I've been reading that a few people are having issue's with the EE super hub. Is it worth ringing EE?

[JimM11]

@8062282 You should call EE CS and try to resolve, you say nothing is different, but straight of the bat your modem is moved, so there is know way of knowing how good your wireless wi-fi signal is to the router, IN my case with the EE Smarthub+ i have zero issue's with wi-fi wireless, and the link to the post if you read, that OP had major issues, blamed the router, and guess what, try reaching out and see if / what he respond's with been a good few day's now so he will have a better idea.👌

[8062282]

@JimM11 - Not only has the modem moved, it's also a different modem. When I was on BT, I had the BT Home Hub 6 & now I have the Smart Hub+. I don't have a particularly big house & I'm in the bedroom above where the modem is. The signal shows as full strength on my PC which is why I'm surprised it's behaving as it is.   I did take the PC downstairs & connected it via wi-fi & did the same tracert. There was the odd spike but all below 40. 

It's just extrememly disappointing that the modem doesn't 'appear' to be putting a strong enough signal out.  Could 15' make such a difference? The signal is just going up through the ceiling.  Thanks for your help. Will have to do a bit more investigating..