Highlighted
by Contributor
Contributor

Smarthub dropping connection and eratic ping/latency

I have been having issues where my internet drops out frequently. I initially though it was the router checking or actually updating as it was often late at night but the frequency is increasing and it occurs randomly including daytime. I checked the log as it's happened 3 times in the last few days. See below:

 

Read more
Error Screenshot.jpg

 

I was already investigating an issue with latency/ping as it was getting to the point I can no longer game online due to lag spikes. Competative gameplay is no longer possible even if i restrict use on my network. Any activity such as using Twitch, Netflix or even something such as opening Google Keep causes games such as Warframe to bug out. My gaming connection is via ethernet.

 

 

Overwatch Ping Friday.jpg

 

Fortnite EU Ping Friday.jpg

 

US Ping Friday.jpg

 

Cod MW 196ms.jpg

 

Ping Test Friday.jpg

 

Net meter Ping.jpg

 

 

 

Solutions I've tried:

  • Reboot
  • Reset
  • Test Socket
  • ChangingMultiple device all cables
  • Changing filters
  • Test multiple devices
  • Turn off 5Ghz
  • Use Mode 3

This speed test is through the test socket via Ethernet:

 

Here are my cabinet details

 

 

Below are Smarthub detail and line info:

 

Smart Hub Info.jpg

 

BT Line Check redacted.jpg

 

 

I can't find a wired phone to do a quiet line test unfortunately. Here are some ping examples:

 

Read more
Pinging www.google.co.uk [216.58.213.3] with 32 bytes of data:
Reply from 216.58.213.3: bytes=32 time=72ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=83ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=38ms TTL=55
Reply from 216.58.213.3: bytes=32 time=74ms TTL=55
Reply from 216.58.213.3: bytes=32 time=36ms TTL=55
Reply from 216.58.213.3: bytes=32 time=77ms TTL=55
Reply from 216.58.213.3: bytes=32 time=38ms TTL=55
Reply from 216.58.213.3: bytes=32 time=83ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=38ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=86ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=81ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=60ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=44ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=42ms TTL=55
Reply from 216.58.213.3: bytes=32 time=33ms TTL=55
Reply from 216.58.213.3: bytes=32 time=44ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=85ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=39ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=81ms TTL=55
Reply from 216.58.213.3: bytes=32 time=51ms TTL=55
Reply from 216.58.213.3: bytes=32 time=42ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=48ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=33ms TTL=55
Reply from 216.58.213.3: bytes=32 time=40ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=44ms TTL=55
Reply from 216.58.213.3: bytes=32 time=81ms TTL=55
Reply from 216.58.213.3: bytes=32 time=38ms TTL=55
Reply from 216.58.213.3: bytes=32 time=82ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=57ms TTL=55
Request timed out.
Reply from 216.58.213.3: bytes=32 time=70ms TTL=55
Reply from 216.58.213.3: bytes=32 time=85ms TTL=55
Reply from 216.58.213.3: bytes=32 time=71ms TTL=55
Request timed out.
Reply from 216.58.213.3: bytes=32 time=65ms TTL=55
Reply from 216.58.213.3: bytes=32 time=44ms TTL=55
Reply from 216.58.213.3: bytes=32 time=35ms TTL=55
Reply from 216.58.213.3: bytes=32 time=41ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=48ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55
Reply from 216.58.213.3: bytes=32 time=49ms TTL=55
Reply from 216.58.213.3: bytes=32 time=34ms TTL=55

 

It's not just game servers pings either as I check BBC, 8888 etc. My speed tests regularly have a latency of +100ms. According to BT my line is capable of 32Mbps but I always range between 17-19 Mbps. Upload speed is not guaranteed but supposed to be between 3-6Mpbs but averages 1.8 Mbps.

 

 

I feel it may be a line fault and require an engineer.

 

Please help.... 

19 REPLIES 19
Highlighted
by Expert Contributor
Expert Contributor

Re: Smarthub dropping connection and eratic ping/latency

The erratic ping for gaming when anyone is streaming is a known fault that any ISP using BTWholesale is suffering from. AFAIK it is under investigation but who knows when a fix will be in place.

 

Regarding dropouts the first teat is always the quiet line test as that accounts for 99% of problems and a phone handset for about £5 is the most basic and useful diagnostic tool.

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Hi,

 

My main issue is the drop outs. I borrowed a phone from my neighbour and there is a buzzing in the background. This was directly in the test socket.

 

 

I'm aware of the issues regarding ping/latency when streaming. I stopping watching Twitch whilst gaming even on lower settings a while ago as I would get spikes of 450+ ms.  Even with all devices supressed, 5Ghz turned off and Mode 3 activated. I still see spikes going from 35 > 250ms. This is across multiple gaming servers in multiple locations too. Even pinging google or BBC bounces around from 30 > 90ms so i'm not so sure its the BTWholesale issue you mentioned.

 

 

 

Here are the images as they were hidden my mistake:

 

Error Screenshot.jpg

 

Smart Hub Info.jpg

 

BT Line Check redacted.jpg

 

I only ever get 17-19 Mbps. Upload between 1.8 - 2.2Mbps.

 

 

Net meter Ping.jpg

 

Cod MW 196ms.jpg

 

Overwatch Ping Friday.jpg

 

Fortnite EU Ping Friday.jpg

 

Ping Test Friday.jpg

 

US Ping Friday.jpg

 

Speed/Latency testvia test socket ethernet:

https://www.thinkbroadband.com/speedtest/1582278197666410455

 

Cabinet:

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

 

 

 

 

 

Highlighted
by Expert Contributor
Expert Contributor

Re: Smarthub dropping connection and eratic ping/latency

If there is noise on the line report it as such. Once the noise issue is rectified the drops should stop.

Your images will appear once they've been approved.

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

So this is something I should go to BT first and foremost with then?

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

EE are sending me a new Smarthub. I'm not confindent this will solve the issue as I have buzzing on the quiet line test but i'll keep my fingers crossed. Quite frustrating as she said there was a limit to what they can do and she started to roll of the promised line speed of 11Mbps being met when that's not even the issue, though it should be as I get far lower than my downstream potential of 32.7Mbps. I'll update the post anyway.

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Thanks BTW Pippincp

Highlighted
by Expert Contributor
Expert Contributor

Re: Smarthub dropping connection and eratic ping/latency

If there is buzzing on the line then you must report a noisy line fault, not a broadband one. If the noisy line is not resolved you will still get drop outs and instability.

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Yeah exactly. I went through all this repeatedly and reiterated that point. She consulted her colleagues for about 10 mins. She said the line doesn't have a fault even though the salient points indicate it:

 

  • Buzzing noise on quiet test via test socket
  • Massive lag spikes spikes and latency.
  • [ERROR_NO_CARRIER] disconnects

I stated I felt Openreach should sent an engineer. I mean it may be the router but i'm dubious.. Coupled with the fact my down/up speed is well below attainable levels (though I suspect that is intended but I don't know enough about noise margin etc tbh)

 

Highlighted
by Grand Master
Grand Master

Re: Smarthub dropping connection and eratic ping/latency

It can't be the router if there is a buzzing noise at the test socket with the router discon'ed.

 

Concentrate on the noise & forget the rest of the issues until it is fixed.

 

Report the continual buzzing noise to your landline provider as a voice fault and don't mention anything to do with 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
Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Ok, EE is my provider so i'll give it a go. I'm busy most of the weekend so I'll report it on Monday and update.

 

Thanks

Highlighted
by Grand Master
Grand Master

Re: Smarthub dropping connection and eratic ping/latency

Thanks! You're welcome 🙂 ! Glad I could be of assistance. Good luck with 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
Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

I got a landline phone delivered today as I didn't trust the old one I borrowed. The quiet line came back fine via the test socket. Changing filters has not helped either. The new router will arrive soon so I will update as soon as I can.

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

I got my new router today. I set it all up and had 3 disconnections today. Speed is still slow and ping has also been all over the place. I used the original openreach filter faceplate so i'm going to leave it a day or so then switch to the filter I received from EE to eliminate it from the equation.  I'm running ping plotter on a number of IP's and will keep an it + router logs.

Highlighted
by Established Contributor
Established Contributor

Re: Smarthub dropping connection and eratic ping/latency

Could show me the ping plotter please 

thank you Jordan 

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Here is a pingplot of 30 mins to 8888 and BBC this afternoon. The red is packet loss:

 

Read more
Google BBC Pingplotter.jpg

Here is a 10 min window of Google, BBC and a Game Server from this afternoon:

 

Read more
 3 Pingplot 10 min.jpg

Both of these were conducted on a quiet network except for a steam download capped to 512 kbs. I am aware this is a known issue. Any stream no matter the quality, be it Twitch, iPlayer, Netflix or TVPlayer impacts gaming with latency and packet loss, some of them upto 600ms. This is not acceptable for competitive gameplay but my issue is I play Warframe and it bugs the instance, meaning quitting is the only option. I used to play with a 1080p Twitch stream open and Discord, sometimes Spotify too with no issues. Now I have problems with multiple games with nothing open. This needs to be elevated as there are many examples of this from others online.

 

My main concern at the moment though are my disconnects. I have had 3 since the new router was set up. I am going to moniter that over the comming days.

 

 

 

 

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Update: I've had one No Carrier disconnect since the initial 3 I had after setup of the new router. Ping is still an issue. Doesn't matter how much bandwidth I have, any stream of 160p and over continually causes spikes. Even opening Google Keep on my phone causes a huge spike which can effect a online gaming instance. I know there is an overarching issue with BTWholesale but I feel the main issue is the router being poor, with no underlying QOS at all.

Highlighted
by
EE Community Support Team

Re: Smarthub dropping connection and eratic ping/latency

Morning @R4ven

 

Thanks for coming back to the community.

 

I would suggest speaking to our Broadband Tech Gurus, so they can get this looked into further for you.

 

Let me know how you get on.

 

Leanne.

Highlighted
by Contributor
Contributor

Re: Smarthub dropping connection and eratic ping/latency

Hi Leanne,

 

Its fine to close this and I will persue it at a later date.

 

Thanks 

Highlighted
by
EE Community Support Team

Re: Smarthub dropping connection and eratic ping/latency

Thanks for letting me know @R4ven

 

It would be great to know how you get on when you have a chance to call 🙂

 

Leanne.

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