by Imrana170 Investigator
Investigator

Packet loss / high ping

Hi,

 

I’ve been having an issue with my ping for about the last 6 months. Whenever I’m playing a game on the PlayStation 4 I suddenly receive 1 / 15 % packet loss and I can’t move in game. I’ve called the EE Broadband team more than 10 times but they don’t understand what packet loss is. I’ve had the same response everytime they book an OpenReach engineer he comes out tests the line and leaves me with the same problem. It’s getting very very frustrating and I’m considering cancelling and moving to sky. I’ve tried all the standard diagnostics: restarted the router, reset the router completely, changed wireless channels and even had the router replaced. Yet I’ve still got the same issue, when I have this lag spike the internet doesn’t work at all on any device it doesn’t buffer YouTube videos and no one can use it. I’ve had numerous engineers come out and do tests on the line but to no avail I’m still stuck with my issue. I’ve even referred some of the EE employees on the phone to the forum so they can understand it’s not just me with this packet loss issue but they don’t want to listen. Please can someone who understands what packet loss is help me! 


 

11 REPLIES 11
by Grand Master
Grand Master

Re: Packet loss / high ping

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.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. 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.

 

4. Do a tracert to your game server & also 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 Imrana170 Investigator
Investigator

Re: Packet loss / high ping

System Uptime is: 01:59:45 STATUS  Configured CurrentLine StatusLink TypeOperation Mode
--UP
--Fast Path
AutomaticG.993.2 (VDSL2)
DATA RATE INFORMATIONUpstreamDownstream
9995 (Kbps)
39998 (Kbps)
DEFECT/FAILURE INDICATIONOperation Data Upstream DownstreamNoise MarginLine Attenuation
13.1 (dB)18.5 (dB)
0.0 (dB)17.8 (dB)

Indicator Name Near End Indicator Far End IndicatorOutput PowerFast Path FEC CorrectionInterleaved Path FEC CorrectionFast Path CRC ErrorInterleaved Path CRC ErrorLoss Of Signal DefectFast Path HEC Error STRInterleaved Path HEC ErrorError Seconds
5.7 (dBm)5.7 (dBm)
2360
----
0117
----
00
085
----
210
STATISTICSReceived DataTransmitted Data
5919813 (Kbits)
2354327 (Kbits)

 

 

https://availability.samknows.com/broadband/exchange/LSMERS

 

Tracert:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Stone>tracert bbc.co.uk

Tracing route to bbc.co.uk [151.101.192.81]
over a maximum of 30 hops:

1 3 ms 4 ms 4 ms BrightBox.ee [192.168.1.1]
2 * * * Request timed out.
3 * 7 ms 7 ms 213.121.98.129
4 9 ms 8 ms 8 ms 213.121.98.128
5 9 ms 9 ms 8 ms 87.237.20.138
6 * 10 ms 9 ms lag-107.ear3.London2.Level3.net [212.187.166.149
]
7 13 ms 9 ms 10 ms FASTLY-INC.ear3.London2.Level3.net [212.187.192.
202]
8 11 ms 11 ms 11 ms 151.101.192.81

Trace complete.

 

 

 

C:\Users\Stone>tracert 52.94.15.16

Tracing route to dynamodb.eu-west-2.amazonaws.com [52.94.15.16]
over a maximum of 30 hops:

1 2 ms 2 ms 1 ms BrightBox.ee [192.168.1.1]
2 * * * Request timed out.
3 * * 7 ms 213.121.98.129
4 9 ms 11 ms 9 ms 213.121.98.128
5 9 ms 9 ms 9 ms 87.237.20.138
6 8 ms 10 ms 10 ms 87.237.21.150
7 10 ms 10 ms 9 ms 52.95.61.80
8 8 ms 12 ms 8 ms 52.94.33.173
9 9 ms 9 ms 12 ms 52.94.33.10
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 9 ms 9 ms 9 ms dynamodb.eu-west-2.amazonaws.com [52.94.15.16]

Trace complete.

C:\Users\Stone>

 

 

 

If I do a few more tracerts to the same address my results are always different, this is the same with anything I ping, even with bbc.co.uk. If you need I can also add those results. 

 

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Stone>tracert 52.94.15.16

Tracing route to dynamodb.eu-west-2.amazonaws.com [52.94.15.16]
over a maximum of 30 hops:

1 42 ms 2 ms 1 ms BrightBox.ee [192.168.1.1]
2 * * * Request timed out.
3 * 7 ms 8 ms 213.121.98.129
4 9 ms 7 ms 7 ms 213.121.98.128
5 8 ms 9 ms 9 ms 87.237.20.138
6 9 ms 8 ms 10 ms 87.237.21.150
7 13 ms 10 ms 10 ms 52.95.61.80
8 9 ms 8 ms 13 ms 52.94.33.173
9 9 ms 8 ms 9 ms 52.94.33.10
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 9 ms 10 ms 9 ms dynamodb.eu-west-2.amazonaws.com [52.94.15.16]

Trace complete.

C:\Users\Stone>tracert 52.94.15.16

Tracing route to dynamodb.eu-west-2.amazonaws.com [52.94.15.16]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms BrightBox.ee [192.168.1.1]
2 * * * Request timed out.
3 * 10 ms 8 ms 213.121.98.129
4 7 ms 7 ms 7 ms 213.121.98.128
5 11 ms 8 ms 27 ms 87.237.20.138
6 12 ms 21 ms 11 ms 87.237.21.150
7 16 ms 14 ms 9 ms 52.95.61.80
8 8 ms 9 ms 12 ms 52.94.33.173
9 13 ms 10 ms 9 ms 52.94.33.10
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 10 ms 8 ms 11 ms dynamodb.eu-west-2.amazonaws.com [52.94.15.16]

Trace complete.

C:\Users\Stone>tracert 52.94.15.16

Tracing route to dynamodb.eu-west-2.amazonaws.com [52.94.15.16]
over a maximum of 30 hops:

1 62 ms 59 ms 57 ms BrightBox.ee [192.168.1.1]
2 * * * Request timed out.
3 * * * Request timed out.
4 40 ms 67 ms 50 ms 213.121.98.128
5 91 ms 77 ms 44 ms 87.237.20.138
6 63 ms 67 ms 59 ms 87.237.21.150
7 70 ms 55 ms 57 ms 52.95.61.80
8 36 ms 61 ms 50 ms 52.94.33.173
9 73 ms 84 ms 88 ms 52.94.33.10
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 49 ms 63 ms 172 ms dynamodb.eu-west-2.amazonaws.com [52.94.15.16]

Trace complete.

C:\Users\Stone>

 

Only thing I can't provide as of now is the wired speed test, I've currently got guests around and I can't access the router. 

by Imrana170 Investigator
Investigator

Re: Packet loss / high ping

Quick update 

 

EE are sending me a new router because they think the previous one they sent out might be faulty. I’ll redo all the above again when I receive it. But since I posted my stats, my connection has been significtly better. 

by
EE Community Support Team

Re: Packet loss / high ping

Thanks for the update @Imrana170

 

Although your connection has been better, I would still recommend using the new router once it has arrived. 

 

Katie 🙂

by Imrana170 Investigator
Investigator

Re: Packet loss / high ping

Honestly I think your broadband department are absolutely useless. Half of them don’t actually know anything about broadband and they just run through the same steps over and over. They haven’t done anything to find out what my problem is they haven’t even acknowledged the fact that it’s packet loss and that my router has been replaced before. They sent me out a brand new router, twenty minutes in I’m experiencing the same problems again. 

by
EE Community Support Team

Re: Packet loss / high ping

Hi @Imrana170

 

I am sorry to hear your still having the same problems. 

 

I have sent you a private message for further information, please take a look and get back to me. 

 

Katie

by Grand Master
Grand Master

Re: Packet loss / high ping

You have been talking to EE who, you are right, don't have the faintest technical nous about BB.

__________________________________________________________________________________________
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 Imrana170 Investigator
Investigator

Re: Packet loss / high ping

So where and how do I get help? I’ve had this issue for over six months, I’m at the stage of cancelling and moving to another provider if this issue isn’t resolved in a week. I’ve tried everything, I’ve been through all the diagnostics, I’ve had engineers out and I’ve even had my router replaced more than once. I’ve tried changing the wireless channel, I’ve tried everything possible to help. I’ve used a wireless connection I’ve used a wired connection. I can even show the spikes when I do a tracert, but still nothing has been done. I’ve sent my details and this is the last attempt and then I’m just going to cancel.

by Grand Master
Grand Master

Re: Packet loss / high ping

I'm still awaiting speedtest results. Can you do it both wired & wireless?

 

Is the PS4 running over WiFi? If so, you might want to consider putting it on a separate SSID & VLAN and sharing the bandwidth using Bandwidth Control .

__________________________________________________________________________________________
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
EE Community Support Team

Re: Packet loss / high ping

Morning @Imrana170

 

Thanks for coming back to us.

 

Let us know how you get on after speaking to our Broadband Gurus when they get in touch.

 

Thanks, Leanne.

by Imrana170 Investigator
Investigator

Re: Packet loss / high ping

Sorry about this I completely forgot, when I get home from work I’ll post everything you requested again with the new router including the speed tests. 

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