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High ping spikes and Packet Loss

tiernan988 — Wed, 21 Feb 2024 23:07:31 GMT

Hello I’ve switched to BT for a few months now the first month was great but since then I’ve had so much problems most times of the day I’m getting high ping spikes jumping from 17ms - 250 to in the 1000ms range, and packet loss, 10-15% and it’s literally unbearable I can’t game at all dropping to around 4mb down, I’ve tried rebooting many times and nothing ever fixes it what is there I can do? Making me wanna switch internet providers again as I’ve not had the best experience at all

my current plan is 150mb download, 30mb upload

Re: High ping spikes and Packet Loss

countrypaul — Wed, 21 Feb 2024 23:43:04 GMT

Have you read this thread: Ping spikes - BT Community ?

Are you symptoms the same?

Are you using the same firmware version in your hub?

Re: High ping spikes and Packet Loss

tiernan988 — Thu, 22 Feb 2024 10:50:52 GMT

Thanks for your reply, Still the same getting packet loss again is was fine for like 30 minutes. And yes it’s the same firmware verison.

Re: High ping spikes and Packet Loss

c64z86 — Thu, 22 Feb 2024 10:54:42 GMT

Are you using WiFi or ethernet? Do you also have another device you could run these tests on?

If the same thing occurs on the other devices you might want to try a connection directly to your ONT and bypass your SH2 to rule it out:

Just connect to it with an ethernet cable and create a PPPoE connection with username bthomehub@btbroadband.com and password BT.

Re: High ping spikes and Packet Loss

countrypaul — Thu, 22 Feb 2024 10:57:21 GMT

It might be worth asking if you can try another SH2 but with older firmware (or even newer firmware) to see if that makes any difference. Not sure whether BT/Openreach will do that, but if an OR engineer has one on his van might be worth checking the firmware version and see.

Re: High ping spikes and Packet Loss

tiernan988 — Thu, 22 Feb 2024 10:57:55 GMT

I am WiFi and not that far from it, I have tried it on many devices same outcome, I have tried PPPoE connection on a gaming router which I am currently using and it’s the same outcome.

Re: High ping spikes and Packet Loss

c64z86 — Thu, 22 Feb 2024 11:00:55 GMT

That's not the same sadly as you are connected to your gaming router via WiFi.

Connecting your laptop/desktop directly to the ONT and running the test will weed out any issues with WiFi and a possible misconfiguration somewhere on your router.

If it still happens when you are directly connected to the ONT, then the problem is BTs.

Re: High ping spikes and Packet Loss

countrypaul — Thu, 22 Feb 2024 11:01:47 GMT

What have BT said when you reported it as a fault?

Re: High ping spikes and Packet Loss

tiernan988 — Thu, 22 Feb 2024 11:03:59 GMT

They said everything is fine on their end to try reboot the router, and power cycle the ONT.

Re: High ping spikes and Packet Loss

countrypaul — Thu, 22 Feb 2024 14:33:58 GMT

Sounds fairly typical, anything to avoid them actually taking any action.

Have you checked for any WiFi interference, I use "WiFi Analyzer" on windows. It may highlight problems such as neighbours on the same channel, or external interference from another source etc. Worth a few minutes to run a check, especially if the problem is active - which I guess is most of the time.

Re: High ping spikes and Packet Loss

tiernan988 — Thu, 22 Feb 2024 14:43:38 GMT

Thanks for your reply, I will try download this. I did call them again just the same thing they instructed to reset the router, power cycle the ont like I’ve did 5+ times and said they will sent me a new router out but don’t think that will even help since I’m currently using a different router.