by marc3 Contributor
Contributor

Mobile Devices Disconnecting Off Broadband

For a while now we have had an odd occurrence in which all our mobile devices iPhones, iPads etc. Disconnect frequently from the WiFi.

 

I have tried changing the wireless channel. We have an EE Smart Hub and a TP-Link WA850RE range extender. 

 

Any help would be appreciated, thanks. 

14 REPLIES 14
by Legend
Legend

Re: Mobile Devices Disconnecting Off Broadband

Hi @marc3

 

Are these devices connecting via your range extender, rather than to your smart hub direct?

 

Does the range extender go into power save mode? 

 

Thanks




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by
EE Community Support Team

Re: Mobile Devices Disconnecting Off Broadband

by marc3 Contributor
Contributor

Re: Mobile Devices Disconnecting Off Broadband

From what I have just tested mobile devices disconnect from the Smart Hub and not the downstairs extender. However I'm not entirely sure as I believe they have disconnected on the downstairs extender also.

 

I'm not sure about the power saving mode as it is not an option on the 'Tether' app which TP-Link provide to manage their extenders.

 

 

by marc3 Contributor
Contributor

Re: Mobile Devices Disconnecting Off Broadband

Hi @Christopher_G I have tried restarting the Smart Hub multiple times over the last couple of months and the frequent disconnection from mobile devices continues..

 

Thanks.

by marc3 Contributor
Contributor

Re: Mobile Devices Disconnecting Off Broadband

Just an update - getting extremely high latency spikes averaging around 100 spiking to 1000ms. Making multiplayer games and general communication very frustrating. No idea what is causing this..

by
EE Community Support Team

Re: Mobile Devices Disconnecting Off Broadband

Thank you for confirming this @marc3

 

I would definitely recommend giving us a call so our technical team can look into this for you. 

 

Keep us posted on how you get on, 

 

Katie 🙂

by Grand Master
Grand Master

High Latency Playing Games

Isn't this a separate issue?

 

Please post a tracert to your game server  

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 marc3 Contributor
Contributor

Re: High Latency Playing Games

I believe it is a seperate issue. Here are the results:

 

 

C:\Users\Marc>tracert 35.176.0.252

Tracing route to ec2-35-176-0-252.eu-west-2.compute.amazonaws.com [35.176.0.252]
over a maximum of 30 hops:

  1     3 ms     5 ms     2 ms  eehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       12 ms  213.121.98.145
  4    11 ms    10 ms     8 ms  213.121.98.144
  5    11 ms    14 ms    21 ms  87.237.20.134
  6    10 ms    11 ms     9 ms  87.237.21.22
  7     *        *        *     Request timed out.
  8    10 ms    10 ms    10 ms  52.94.35.49
  9    13 ms    14 ms    12 ms  52.94.35.40
 10    12 ms    13 ms    11 ms  52.94.33.157
 11    12 ms    11 ms    10 ms  52.94.33.76
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15    12 ms    10 ms    12 ms  ec2-35-176-0-252.eu-west-2.compute.amazonaws.com [35.176.0.252]

Trace complete.

Also did a tracert to www.bbc.co.uk:

 

C:\Users\Marc>tracert www.bbc.co.uk

Tracing route to www.bbc.net.uk [212.58.244.68]
over a maximum of 30 hops:

  1     2 ms     2 ms     2 ms  eehub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     9 ms    11 ms     8 ms  213.121.98.144
  5    10 ms     9 ms    14 ms  87.237.20.134
  6    12 ms    11 ms    12 ms  bluestream-gw-b.thdo.bbc.co.uk [212.58.239.54]
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9    23 ms    18 ms    11 ms  ae0.er02.telhc.bbc.co.uk [132.185.254.105]
 10    11 ms    13 ms     9 ms  132.185.255.148
 11    10 ms     9 ms    12 ms  bbc-vip113.telhc.bbc.co.uk [212.58.244.68]

Trace complete.

 

by Grand Master
Grand Master

Re: High Latency Playing Games

Looks OK.

 

Would you install WinMTR – Free Network Diagnostic Tool & run it to that games server?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 marc3 Contributor
Contributor

Re: High Latency Playing Games

Ran it for around 5 minutes and got these results.


|------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | eehub.home - 0 | 205 | 205 | 2 | 3 | 7 | 3 | | No response from host - 100 | 41 | 0 | 0 | 0 | 0 | 0 | | No response from host - 100 | 41 | 0 | 0 | 0 | 0 | 0 | | 213.121.98.144 - 1 | 201 | 200 | 8 | 10 | 28 | 11 | | 87.237.20.134 - 1 | 201 | 200 | 8 | 18 | 77 | 9 | | 87.237.21.22 - 1 | 201 | 200 | 8 | 10 | 37 | 10 | | No response from host - 100 | 41 | 0 | 0 | 0 | 0 | 0 | | 52.94.35.49 - 1 | 201 | 200 | 7 | 10 | 37 | 8 | | 52.94.35.40 - 1 | 201 | 200 | 10 | 12 | 27 | 11 | | 52.94.33.157 - 1 | 201 | 200 | 10 | 11 | 21 | 10 | | 52.94.33.76 - 1 | 201 | 200 | 9 | 11 | 20 | 11 | | No response from host - 100 | 41 | 0 | 0 | 0 | 0 | 0 | | No response from host - 100 | 41 | 0 | 0 | 0 | 0 | 0 | | No response from host - 100 | 41 | 0 | 0 | 0 | 0 | 0 | |ec2-35-176-0-252.eu-west-2.compute.amazonaws.com - 1 | 201 | 200 | 9 | 11 | 17 | 11 | |________________________________________________|______|______|______|______|______|______|
by Grand Master
Grand Master

Re: High Latency Playing Games

Thanks. Afraid it doesn't tell us anything obvious.

 

What game is it for?

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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
Highlighted
by marc3 Contributor
Contributor

Re: High Latency Playing Games

The game is Player Unknowns Battlegrounds, the high latency is also noticed on all other games or programs when it does occur such as discord, I’ve noticed ping exceeding 3000ms on discord and packet loss of 10%. 

 

i’ll do these tests again later when the ping is noticeably high as I think only sometimes this occurs.

by Grand Master
Grand Master

Re: High Latency Playing Games

Is PUBG Server Ping of any interest? AWS London looks fine.

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" 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 marc3 Contributor
Contributor

Re: High Latency Playing Games

I'm not sure, shows fine for me too.

 

I have switched to a third party TP-Link Archer C50 V4 router, the mobiles don't drop off it now (suggests the Smart Hub was faulty)

 

Still having these ping issues though, iPhone speedtests via Ookla show 'ping jitter' 100-300ms on various tests. At this stage the ping is worse then with the smart hub, but the mobiles don't disconnect. Unsure what to do about this now. 

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