Hoping for help, for the last week I have been experiencing intermittent bursts of latency of around 2500 which are becoming more frequent. Have reset the router, moved the wires around, had line refreshed three times, checked 17070 for line test which came back silent. The helpline said they see me getting 19Mbs so their system will not allow them to do anything further or escalate to an engineer, the complaints line said same and cannot escalate to their L2 support but can see a potential problem but as they cannot prove it is a problem won't do anything. Usual stats are below, any help appreciated. I joined BT because I was bored of ISP's blaming BT and vice versa, but in last 6 months BT customer service seem to either not want to help or have their hands tied with procedures that make no sense.
Thanks for any help.
Pinging google.com [184.108.40.206] with 32 bytes of data:
Reply from 220.127.116.11: bytes=32 time=2243ms TTL=54
Reply from 18.104.22.168: bytes=32 time=2299ms TTL=54
Reply from 22.214.171.124: bytes=32 time=2286ms TTL=54
Reply from 126.96.36.199: bytes=32 time=2313ms TTL=54
Ping statistics for 188.8.131.52:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 2243ms, Maximum = 2313ms, Average = 2285ms
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xx on Exchange ADDISCOMBE
Downstream Line rate Upstream Line Rate Downstream Range
WBC ADSL 2+ Up to 8 --- 5.5 to 12.5
WBC ADSL2 Annex Up to 8 Up to 1 5.5 to 12.5
ADSL Max Up to 5.5 --- 4.5 to 8
WBC Fixed Rate 2
Fixed Rate 2
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.
This line is on a Market B Exchange.
In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.
Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.
If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated.
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Thanks for your response John, surprised you said the new Smart Hub is not as good as 4. The issues are with wired, wireless also seems to get authentication problems, I switched to an old hub 4 and seems to be a little more stable. Could it be related to the modem?