by filipek177 Investigator
Investigator

High Ping (ms)

I ran speed test on http://www.thinkbroadband.com/speedtest.html and it seems to be my internet connection has very high ping which is very annoying as I am now unable to use the service which I'm paying for.

 

Heres the result:

http://www.thinkbroadband.com/speedtest/results.html?id=1489761805879223855

 

My router status is here:

INTERNET Broadband Type ADSL Broadband State Connected Internet State Connected Time Connected 02:41:51 Downstream Rate 19.01 Mbps Upstream Rate 1.05 Mbps IP Address 2.31.229.200 Broadband Username PRODUCTIONHQNUN24454171@fs
WIRELESS Wireless Network Name (SSID) Wireless Password Security Channel SSID State Broadcast SSID EE-BrightBox-gxmcyd set-work-scary WPA/WPA2 1 Enabled Enabled
CURRENTLY CONNECTED DEVICES Name/Device IP Address MAC Address Connection Type Natalia 192.168.1.71 34:23:87:7F:1E:C1 Wireless DESKTOP-EEHCJPJ 192.168.1.87 4C:CC:6A:07:01:67 LAN1 Filips-iPhone 192.168.1.116 B8:53:AC:64:AE:C4 Wireless
USB DEVICE Share Name File System Capacity Free Space No supported device found
INFORMATION FEATURES Wireless Enabled Firewall Enabled UPnP Enabled LAN & WIRELESS (DEFAULT) Gateway 192.168.1.1 Subnet Mask 255.255.255.0 DHCP Server Enabled INTERNET Protocol PPPoA VPI/VCI 0/38 Encapsulation VC MUX DSL Mode Automatic Subnet Mask 255.255.255.255 Gateway 172.16.17.146 Primary DNS 87.237.17.167 Secondary DNS 87.237.17.199

 

Help me out please.

13 REPLIES 13
by
EE Employee

Re: High Ping (ms)

Hi and welcome to the Community @filipek177

 

Here on the Community we are unable to access customer accounts.

 

Please do give our customer service team a call and they will be able to run through a diagnostic to help.

 

Many thanks,

 

Lee

by Grand Master
Grand Master

Re: High Ping (ms)

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats. For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page. Full router stats are key to any speed & connection issues.

2.  What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by filipek177 Investigator
Investigator

Re: High Ping (ms)

1.

Runtime Code Versionv1.00.10.0001-OT (Thu Dec 11 18:40:57 2014)Boot Code Versionv1.00.10.0002-OT (Fri Aug 17 16:30:07 2012)DSL Modem Code VersionA2pD035b.d23iHardware Version1Serial NumberJ529106258LAN MAC Address5C:DC:96:9E:A4:58WAN MAC Address5C:DC:96:9E:A4:58Wireless MAC Address5C:DC:96:9E:A4:59

 

System Uptime is: 01:12:19 (this is because I restarted the router today in hope that the ping will drop, but unfortunetly it is still around 120-160 ms

 

2.

https://www.samknows.com/broadband/exchange/SLSW

 

by Grand Master
Grand Master

Re: High Ping (ms)

Sorry, not that page. Please navigate exactly this path: Advanced Settings/ System/ DSL Status

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by filipek177 Investigator
Investigator

Re: High Ping (ms)

  Configured Current Line Status -- UP Link Type -- Fast Path Operation Mode Automatic G.992.5 (ADSL2+)
DATA RATE INFORMATION Upstream 952 (Kbps) Downstream 18719 (Kbps)
DEFECT/FAILURE INDICATION Operation Data Upstream Downstream Noise Margin 5.9 (dB) 6.2 (dB) Line Attenuation 6.5 (dB) 15.0 (dB)
Indicator Name Near End Indicator Far End Indicator Output Power 12.4 (dBm) 0.0 (dBm) Fast Path FEC Correction 0 0 Interleaved Path FEC Correction -- -- Fast Path CRC Error 0 0 Interleaved Path CRC Error -- -- Loss Of Signal Defect 0 0 Fast Path HEC Error STR 0 170 Interleaved Path HEC Error -- -- Error Seconds 1 1
STATISTICS Received Data 18832777 (Kbits) Transmitted Data 7296888 (Kbits)
by
EE Community Support Team

Re: High Ping (ms)

Hi @filipek177

 

Thanks for posting these details and hopefully this is what @XRaySpeX needs to be able to support you further.

 

Cheers

 

Richard

 

🙂

by Grand Master
Grand Master

Re: High Ping (ms)

Does the phone work both ways? Do you get a dialling tone?

 

Your BB is a bit on the slow side but this doesn't explain the high ping.

 

What is the ping to BBC.co.uk?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by filipek177 Investigator
Investigator

Re: High Ping (ms)

I think it does, but i never use it. There's no dialling tone.

 

What do you mean by ping to bbc.co.uk?

 

Today once again, it was fine earlier during the day, and it suddenly went up to 130~ ms.

by Grand Master
Grand Master

Re: High Ping (ms)

Open a command window & issue the command ping bbc.co.uk and post results.

 

No dialling tone? You probably have a "one-leg broken" fault (technically "HR Dis"). A landline consists of 2 wires, both of which are need for voice, but only any 1 for BB. Usually when this happens the BB runs slower than usual. It is likely that the break occurs between you & the exchange, but it needs EE to call out BT Openreach to fix it.

 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by filipek177 Investigator
Investigator

Re: High Ping (ms)

Heres the ping to bbc.co.uk

 

Ping statistics for 212.58.244.22:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 38ms, Average = 20ms

 

So what should I give EE a call in this case?

by Grand Master
Grand Master

Re: High Ping (ms)

Well, yes, as it looks as if you have a break in your phone line.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by filipek177 Investigator
Investigator

Re: High Ping (ms)

thanks

by
EE Community Support Team

Re: High Ping (ms)

Good morning @filipek177.

 

Please do give our customer service team a call and let us know how you get on 🙂

 

Thanks.

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