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Message 1 of 42

Horrendous latency and no help from BT helpline or complaints

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Hi,

 

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.

 

 

Ping Test

 

ping google.com

Pinging google.com [216.58.204.46] with 32 bytes of data:
Reply from 216.58.204.46: bytes=32 time=2243ms TTL=54
Reply from 216.58.204.46: bytes=32 time=2299ms TTL=54
Reply from 216.58.204.46: bytes=32 time=2286ms TTL=54
Reply from 216.58.204.46: bytes=32 time=2313ms TTL=54

Ping statistics for 216.58.204.46:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 2243ms, Maximum = 2313ms, Average = 2285ms

 

DSL Checker

 

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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Message 2 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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Would ordering the new smart hub help maybe, or more probably a network issue at BT end? I have hub 4 and although only 5 months old already getting authentication problems and poor Wi-Fi with only wired or in same room being reliable.
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Message 3 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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there is no need to change the hub the 4 Is better then the smart hub
are you seeing latency using a wired or wireless connection

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Message 4 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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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?

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Message 5 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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can you run a tracert to bbc.co.uk and post the result back
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Message 6 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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Apologies, I'm not too tech savvy, how does one run a tracert? Is it similar to going to command screen and running ping bbc.co.uk?
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Message 7 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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yes on command prompt just type in tracert then bbc.co.uk
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Message 8 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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just read the many posts on the forum about the hub 6
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Message 9 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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Thanks I'll take a look. Does below help?

>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.244.23]
over a maximum of 30 hops:

1 167 ms 1 ms 1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 6 ms 6 ms 6 ms 31.55.186.184
5 7 ms 7 ms 7 ms 195.99.127.94
6 7 ms 6 ms 6 ms peer2-et-2-3-0.redbus.ukcore.bt.net [62.172.103.37]
7 7 ms 7 ms 7 ms 195.99.126.73
8 * * * Request timed out.
9 * * * Request timed out.
10 8 ms 7 ms 8 ms ae0.er01.telhc.bbc.co.uk [132.185.254.109]
11 8 ms 8 ms 8 ms 132.185.255.148
12 7 ms 7 ms 7 ms 212.58.244.23

Trace complete.
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Message 10 of 42

Re: Horrendous latency and no help from BT helpline or complaints

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that is perfect you will get no better
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