Variable / High Ping EE Broadband

[flightyfishcake]

I've been with EE a for a few weeks. The download speed still seems as it was with BT, 37MB/s but the ping is much worse, often 100-200ms. Any suggestions on what I should do? Thanks.

[flightyfishcake]

We're using a smarthub - here's the Technical Log info

Product name:Smart Hub

Serial number:+EEH001+1904011515

Firmware version:v0.00.24.06190-EE

Firmware updated:Your Firmware has not been updated.

Board version:01

DSL uptime:2 Days, 21 Hours, 4 Mins, 16 Secs

Data rate:7.17 Mbps / 44.00 Mbps

Maximum data rate:7.17 Mbps / 49.01 Mbps

Noise margin (up/down):6.1 / 8.1

Line attenuation (up/down):18.1 / 19.4

Signal attenuation (up/down):18.1 / 17.0

Data sent / received:21.9 GB / 180.9 GB

Broadband username:PRODUCTIONHQNUN422921993@fs

2.4 GHz wireless network name:EE-Hub-up4D

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:EE-Hub-up4D

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:78:DD:12:D0:D6:03

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)

[flightyfishcake]

Here's the link to a wired speed test result.

https://www.thinkbroadband.com/speedtest/1561308241268675355

[flightyfishcake]

This is the exchange we're on

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

[flightyfishcake]

Here's the tracert to bbc.co.uk

1 <1 ms <1 ms <1 ms eehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 227 ms 251 ms 267 ms 213.1.118.13
5 203 ms 399 ms 125 ms 213.1.79.222
6 123 ms 123 ms 129 ms 87.237.20.128
7 127 ms 130 ms 130 ms lag-107.ear1.London1.Level3.net [212.187.166.145]
8 120 ms 123 ms 121 ms ae-1-3112.edge6.London1.Level3.net [4.69.141.246]
9 136 ms 146 ms 141 ms FASTLY-INC.edge6.London1.Level3.net [212.113.9.202]
10 158 ms 160 ms 167 ms 151.101.0.81

[flightyfishcake]

Here's the tracert to the Fortnite server. The on screen info showed the ping was high and going up and down between 100 and 200.

Tracing route to ec2-3-90-19-154.compute-1.amazonaws.com [3.90.19.154]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms eehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 276 ms 236 ms 250 ms 213.1.118.13
5 187 ms 235 ms 232 ms 213.1.78.158
6 194 ms 95 ms * 87.237.20.128
7 111 ms 110 ms 112 ms lag-107.ear1.London1.Level3.net [212.187.166.145]
8 233 ms * * ae-2-3601.ear2.Washington1.Level3.net [4.69.206.73]
9 158 ms 161 ms 159 ms AMAZON.COM.edge1.Washington1.Level3.net [4.28.125.110]
10 245 ms 103 ms 189 ms 54.239.109.194
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

[XRaySpeX]

Any delay is close to you. It's already slow by node 4, Are those tracerts done wired? If not, run tracert bbc.co.uk wired.

[flightyfishcake]

Yes, the tracerts were both run wired.

But the ee router is not wired directly to my pc, there are switches in between. I'll try a direct connection to the router and see if that helps.

[XRaySpeX]

OK! Weird! Just to check please do tracert 213.1.118.13.

[flightyfishcake]

Here's the result to bbc.co.uk with the router wired directly to the pc

1 <1 ms <1 ms <1 ms eehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 189 ms 213 ms 227 ms 213.1.118.13
5 197 ms 166 ms 140 ms 213.1.67.242
6 78 ms 84 ms 91 ms 87.237.20.128
7 84 ms 81 ms 86 ms lag-107.ear1.London1.Level3.net [212.187.166.145]
8 95 ms 96 ms 95 ms ae-2-3212.edge6.London1.Level3.net [4.69.141.250]
9 111 ms 109 ms 106 ms FASTLY-INC.edge6.London1.Level3.net [212.113.9.202]
10 125 ms 132 ms 140 ms 151.101.192.81

Here's the tracert to 213.1.118.13. (still wired directly to the router)

1 <1 ms <1 ms <1 ms eehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 126 ms 205 ms 146 ms 213.1.118.13

Do either of them shed any light? Thanks.

[XRaySpeX]

Not really! It's not usual to take so long to get onto BT backhaul.

[Christopher_G]

Hi @flightyfishcake

Welcome to the community.

I see @XRaySpeX has been helping you here already.

Have you spoken to our Broadband Tech Gurus?

Chris

[flightyfishcake]

Xray - thanks for your help.

I'm pretty sure it's not the BT backhaul as prior to the EE hub I was on BT and the ping was 30-50. It only got worse when I went to the EE hub.

I'll check round my home network and see if there's anything else that might be the problem then I'll try the EE Gurus.

[flightyfishcake]

Not yet Chris. Been busy, but I will do in the next couple of days.

[Jon_K]

Thanks @flightyfishcake.

Let us know how you get on 🙂

Jon

[XRaySpeX]

Try retesting the pings from the test socket within the master socket.