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Terrible PING, all over the place 14ms -115ms every 2-3 seconds... Games unplayable...

Tom-99 — Fri, 29 Jan 2021 22:55:59 GMT

THIS IS EVERY DAY ALL DAY. please please help as we are losing the will to live. It's impossible to play any games and it is genuinely depressing to deal with this. For over a year and a half now the internet has been horrendous. I am on Powerline Adapters and have connected via ethernet and wifi all still the same problem. All devices show the same similar ping test results. I have rung BT 4-5 times regarding this issue and all I ever get is "we don't know how to fix ping." or in the nicest way possible "As long as you are getting your speeds we don't give a rats **bleep** about you and don't have to do **bleep**." We have tried so many things. DNS codes, VPN's, and we finally had the contact ending. Great news we can finally leave. Oh no, we were heavily misinformed and told that within two weeks we were eligible for 87mbps. We were told that this would 10000% fix any issues we were having and if it was not available on the 14th day we were to cancel our contract. The 14th day no change. We ring up and they are 100000% sure that it will be available in the next 2-3 days. We are now stuck still with 27mbps. HUGE ping spikes and not able to watch movies on the TV upstairs gaming is unplayable so I haven't been able to stream in so long. Please someone spend some time with me and direct me through a fix or a free way of leaving this horse**bleep** company.

Re: Terrible PING, all over the place 14ms -115ms every 2-3 seconds... Games unplayable...

pippincp — Sat, 30 Jan 2021 00:22:26 GMT

Always best to start with basics.

Is this wired or wireless connection? If wireless does the problem persist with a wired connection?

Check for noise on your line, 17070 option 2, best with corded phone.

Post connection stats from hub found at Advanced settings/technical log/information.

Re: Terrible PING, all over the place 14ms -115ms every 2-3 seconds... Games unplayable...

Tom-99 — Sat, 30 Jan 2021 00:27:23 GMT

Thanks for the reply, I have indeed plugged it in via ethernet. Currently on powerline adapters but it makes zero difference plugged straight into the router or powerline adpaters.

No noise on line test.

Log settings:
This is a list of your BT Smart Hub settings and current statistics.

Product code:Smart Hub 2

Serial number:+091298+2030019516

Firmware version:v0.24.04.11017-BT

Firmware updated:Tue Jan 12 23:16:27 2021

Board version:R01

GUI version:1.71 05_06_2020

DSL uptime:0 days,01 Hours03 Mins00 Secs

Data rate:6.333 Mbps / 29.999 Mbps

Maximum data rate:6.333 Mbps / 34.656 Mbps

Noise margin:6.1 / 7.6

Line attenuation:11.2 / 26.2

Signal attenuation:11.2 / 27.4

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:139.9 MB Uploaded / 3.9 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-F8AKRT

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-F8AKRT

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:EC:6C:9A:34:12:25

Software variant:-