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Changing NGA Profile in response to spiking latency and packet loss

PascalM — Mon, 31 Oct 2022 19:28:55 GMT

Hi,

I've been experiencing consistent (~1/2 minute intervals) ping/latency and packet loss spikes. I've made sure this is not a single server specific issue by checking my ping through the CMD to multiple different webistes and through anecdotal experience when gaming.

I've looked through the community for the solution and the only one that I've found that has seen a decent level of success was changing the NGA Profile.

I'm confident mine is set to Standard/Normal as we have not made any special requests upon signing the contract. How can I get in touch with a moderator to change this to Stable or Superstable?

Thanks

Re: Changing NGA Profile in response to spiking latency and packet loss

JohnC2 — Tue, 01 Nov 2022 17:15:51 GMT

Hi @PascalM, welcome to the forum and thanks for posting.

Ping can be affected by many factors.

If you have FTTC check your phone line to see if there is any noise interference present.

Would you run a Ping Plotter when connected via Ethernet to the hub with no other devices connected and post the result?

Cheers

John

Re: Changing NGA Profile in response to spiking latency and packet loss

pippincp — Tue, 01 Nov 2022 19:27:22 GMT

@PascalM Free version of Pingplotter is available by clicking on the link.

Re: Changing NGA Profile in response to spiking latency and packet loss

PascalM — Tue, 01 Nov 2022 21:11:41 GMT

I've ran tests to bt.com and three other servers. I'm not sure how to access to phone line so I have not conducted that test. If it is salient to solving the problem, could you please instruct me on how to access it, so that I can test it.

Here are the PingPlotter results (I'm not able to upload the files):

Re: Changing NGA Profile in response to spiking latency and packet loss

PascalM — Tue, 01 Nov 2022 21:12:14 GMT

Thank you, that was helpful!

Re: Changing NGA Profile in response to spiking latency and packet loss

JohnC2 — Wed, 02 Nov 2022 14:27:00 GMT

Hi @PascalM, thanks for posting that info for me.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to see what can be done to help you.

Cheers

John