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soler412
Beginner

on ‎08-05-2019 10h58

1,611 Views
Message 1 of 9

BT Whole Home Wifi constant intermittent lag

Hi,

I'm getting intermittent lag which is extremely noticeable on video calls but also when having to connect to a remote server via SSH.

Running a ping from my laptop shows that every few seconds it seems to experience quite a lot of lag (going up to over a second):

 

64 bytes from 8.8.8.8: icmp_seq=415 ttl=55 time=14.793 ms
64 bytes from 8.8.8.8: icmp_seq=416 ttl=55 time=806.984 ms
64 bytes from 8.8.8.8: icmp_seq=417 ttl=55 time=1273.214 ms
64 bytes from 8.8.8.8: icmp_seq=418 ttl=55 time=1002.766 ms
64 bytes from 8.8.8.8: icmp_seq=419 ttl=55 time=16.164 ms
64 bytes from 8.8.8.8: icmp_seq=420 ttl=55 time=12.812 ms
64 bytes from 8.8.8.8: icmp_seq=421 ttl=55 time=12.282 ms
64 bytes from 8.8.8.8: icmp_seq=422 ttl=55 time=20.500 ms
64 bytes from 8.8.8.8: icmp_seq=423 ttl=55 time=12.987 ms
64 bytes from 8.8.8.8: icmp_seq=424 ttl=55 time=20.437 ms
64 bytes from 8.8.8.8: icmp_seq=425 ttl=55 time=12.565 ms
64 bytes from 8.8.8.8: icmp_seq=426 ttl=55 time=12.529 ms
64 bytes from 8.8.8.8: icmp_seq=427 ttl=55 time=18.636 ms
64 bytes from 8.8.8.8: icmp_seq=428 ttl=55 time=13.753 ms
64 bytes from 8.8.8.8: icmp_seq=429 ttl=55 time=842.561 ms
64 bytes from 8.8.8.8: icmp_seq=430 ttl=55 time=1307.407 ms
64 bytes from 8.8.8.8: icmp_seq=431 ttl=55 time=1034.441 ms
64 bytes from 8.8.8.8: icmp_seq=432 ttl=55 time=38.444 ms
64 bytes from 8.8.8.8: icmp_seq=433 ttl=55 time=15.796 ms
64 bytes from 8.8.8.8: icmp_seq=434 ttl=55 time=20.789 ms
64 bytes from 8.8.8.8: icmp_seq=435 ttl=55 time=13.878 ms
64 bytes from 8.8.8.8: icmp_seq=436 ttl=55 time=23.764 ms
64 bytes from 8.8.8.8: icmp_seq=437 ttl=55 time=15.182 ms
64 bytes from 8.8.8.8: icmp_seq=438 ttl=55 time=12.882 ms
64 bytes from 8.8.8.8: icmp_seq=439 ttl=55 time=11.002 ms
64 bytes from 8.8.8.8: icmp_seq=440 ttl=55 time=11.788 ms
64 bytes from 8.8.8.8: icmp_seq=441 ttl=55 time=12.409 ms
64 bytes from 8.8.8.8: icmp_seq=442 ttl=55 time=867.520 ms
64 bytes from 8.8.8.8: icmp_seq=443 ttl=55 time=1329.740 ms
64 bytes from 8.8.8.8: icmp_seq=444 ttl=55 time=1059.517 ms
64 bytes from 8.8.8.8: icmp_seq=445 ttl=55 time=61.970 ms
64 bytes from 8.8.8.8: icmp_seq=446 ttl=55 time=11.929 ms
64 bytes from 8.8.8.8: icmp_seq=447 ttl=55 time=11.860 ms
64 bytes from 8.8.8.8: icmp_seq=448 ttl=55 time=11.779 ms
64 bytes from 8.8.8.8: icmp_seq=449 ttl=55 time=11.482 ms
64 bytes from 8.8.8.8: icmp_seq=450 ttl=55 time=12.849 ms
64 bytes from 8.8.8.8: icmp_seq=451 ttl=55 time=11.946 ms
64 bytes from 8.8.8.8: icmp_seq=452 ttl=55 time=12.954 ms
64 bytes from 8.8.8.8: icmp_seq=453 ttl=55 time=13.463 ms
64 bytes from 8.8.8.8: icmp_seq=454 ttl=55 time=11.816 ms
64 bytes from 8.8.8.8: icmp_seq=455 ttl=55 time=904.691 ms
64 bytes from 8.8.8.8: icmp_seq=456 ttl=55 time=1366.912 ms
64 bytes from 8.8.8.8: icmp_seq=457 ttl=55 time=1097.905 ms
64 bytes from 8.8.8.8: icmp_seq=458 ttl=55 time=98.041 ms
64 bytes from 8.8.8.8: icmp_seq=459 ttl=55 time=20.463 ms
64 bytes from 8.8.8.8: icmp_seq=460 ttl=55 time=12.885 ms
64 bytes from 8.8.8.8: icmp_seq=461 ttl=55 time=13.763 ms
64 bytes from 8.8.8.8: icmp_seq=462 ttl=55 time=16.340 ms
64 bytes from 8.8.8.8: icmp_seq=463 ttl=55 time=20.389 ms
64 bytes from 8.8.8.8: icmp_seq=464 ttl=55 time=12.415 ms
64 bytes from 8.8.8.8: icmp_seq=465 ttl=55 time=18.765 ms
64 bytes from 8.8.8.8: icmp_seq=466 ttl=55 time=12.829 ms
64 bytes from 8.8.8.8: icmp_seq=467 ttl=55 time=13.953 ms
64 bytes from 8.8.8.8: icmp_seq=468 ttl=55 time=943.396 ms
64 bytes from 8.8.8.8: icmp_seq=469 ttl=55 time=1407.445 ms
64 bytes from 8.8.8.8: icmp_seq=470 ttl=55 time=1135.064 ms
64 bytes from 8.8.8.8: icmp_seq=471 ttl=55 time=140.609 ms
64 bytes from 8.8.8.8: icmp_seq=472 ttl=55 time=12.351 ms
64 bytes from 8.8.8.8: icmp_seq=473 ttl=55 time=12.064 ms
64 bytes from 8.8.8.8: icmp_seq=474 ttl=55 time=12.702 ms
64 bytes from 8.8.8.8: icmp_seq=475 ttl=55 time=12.897 ms
64 bytes from 8.8.8.8: icmp_seq=476 ttl=55 time=12.769 ms
64 bytes from 8.8.8.8: icmp_seq=477 ttl=55 time=11.762 ms
64 bytes from 8.8.8.8: icmp_seq=478 ttl=55 time=20.058 ms
64 bytes from 8.8.8.8: icmp_seq=479 ttl=55 time=12.291 ms
64 bytes from 8.8.8.8: icmp_seq=480 ttl=55 time=12.711 ms
64 bytes from 8.8.8.8: icmp_seq=481 ttl=55 time=619.975 ms
64 bytes from 8.8.8.8: icmp_seq=482 ttl=55 time=919.825 ms
64 bytes from 8.8.8.8: icmp_seq=483 ttl=55 time=1388.930 ms
64 bytes from 8.8.8.8: icmp_seq=484 ttl=55 time=399.746 ms
64 bytes from 8.8.8.8: icmp_seq=485 ttl=55 time=11.354 ms
64 bytes from 8.8.8.8: icmp_seq=486 ttl=55 time=12.148 ms
64 bytes from 8.8.8.8: icmp_seq=487 ttl=55 time=13.836 ms
64 bytes from 8.8.8.8: icmp_seq=488 ttl=55 time=11.482 ms
64 bytes from 8.8.8.8: icmp_seq=489 ttl=55 time=12.538 ms
64 bytes from 8.8.8.8: icmp_seq=490 ttl=55 time=10.848 ms
64 bytes from 8.8.8.8: icmp_seq=491 ttl=55 time=12.417 ms
64 bytes from 8.8.8.8: icmp_seq=492 ttl=55 time=12.579 ms
64 bytes from 8.8.8.8: icmp_seq=493 ttl=55 time=14.264 ms
64 bytes from 8.8.8.8: icmp_seq=494 ttl=55 time=80.910 ms
64 bytes from 8.8.8.8: icmp_seq=495 ttl=55 time=11.407 ms
64 bytes from 8.8.8.8: icmp_seq=496 ttl=55 time=13.865 ms
64 bytes from 8.8.8.8: icmp_seq=497 ttl=55 time=13.451 ms
64 bytes from 8.8.8.8: icmp_seq=498 ttl=55 time=13.697 ms
64 bytes from 8.8.8.8: icmp_seq=499 ttl=55 time=15.252 ms
64 bytes from 8.8.8.8: icmp_seq=500 ttl=55 time=1046.445 ms
64 bytes from 8.8.8.8: icmp_seq=501 ttl=55 time=782.325 ms
64 bytes from 8.8.8.8: icmp_seq=502 ttl=55 time=1239.845 ms
64 bytes from 8.8.8.8: icmp_seq=503 ttl=55 time=244.770 ms
...

This keep happening even after reboots, connecting to different disks, and even limiting it to only a single disk.

When using the same ethernet cable connected to the first disk, the response times are all consistently around ~10ms and the same when enabling the Virgin V6 Wifi.

 

I've got a 3 disk BT Whole Home pack which is connected to a Virgin V6 hub. It's running the latest firmware (v1.02.08 build02). Everything in /steering.htm has been tested with it being enabled and now disabled with no improvement.

Any ideas?

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8 REPLIES 8
imjolly
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Distinguished Sage

on ‎08-05-2019 11h31

1,608 Views
Message 2 of 9

Re: BT Whole Home Wifi constant intermittent lag

as you appear to be a virgin customer  have you tried raising your problem on the virgin customer forum?



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Keith_Beddoe
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on ‎08-05-2019 11h33

1,607 Views
Message 3 of 9

Re: BT Whole Home Wifi constant intermittent lag

@soler412 

As this is a BT Retail customer forum, for BT Broadband customers, you are more likely to get a reply on the Virgin Media User forum. Try this link for some answers.

https://community.virginmedia.com/t5/forums/searchpage/tab/message?advanced=false&allow_punctuation=...

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soler412
Beginner

on ‎08-05-2019 12h21

1,596 Views
Message 4 of 9

Re: BT Whole Home Wifi constant intermittent lag

Apologies, I probably wasn't clear enough

This packet loss only happens when connected to the BT Whole Home Disks and not when connected directly to the Virgin hub (ethernet or Wifi)

This is definitely not an issue with Virgin but the BT Whole Home disks

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Keith_Beddoe
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‎08-05-2019 12h25 - edited ‎08-05-2019 12h29

1,590 Views
Message 5 of 9

Re: BT Whole Home Wifi constant intermittent lag

This is the post from the device team.

https://community.bt.com/t5/BT-Devices/Problem-with-Whole-Home-Wi-Fi-Read-this-first/m-p/1908749#M72...

Forum members cannot really help with this product, as its just a forum for BT Retail customers, you could try the helpdesk, or read the posts on the Virgin user forum.

 

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imjolly
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on ‎08-05-2019 12h28

1,585 Views
Message 6 of 9

Re: BT Whole Home Wifi constant intermittent lag

again have you tried using the virgin forum as this is most likely to be solved there and not on the BT Broadband customer forum



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soler412
Beginner

on ‎08-05-2019 13h10

1,570 Views
Message 7 of 9

Re: BT Whole Home Wifi constant intermittent lag

again, this is not a broadband issue as it works correctly.

The problem is with the BT Whole Home device(s) and this is a BT device forum

@Keith_Beddoe I've tried all the relevant options of resetting/rebooting multiple times and they've not helped.

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Keith_Beddoe
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on ‎08-05-2019 13h29

1,565 Views
Message 8 of 9

Re: BT Whole Home Wifi constant intermittent lag

@soler412 wrote:

again, this is not a broadband issue as it works correctly.

The problem is with the BT Whole Home device(s) and this is a BT device forum

@Keith_Beddoe I've tried all the relevant options of resetting/rebooting multiple times and they've not helped.

Then all I can suggest is that you contact the helpdesk.

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imjolly
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on ‎08-05-2019 13h34

1,563 Views
Message 9 of 9

Re: BT Whole Home Wifi constant intermittent lag

this could easily be a problem between the discs and your virgin router hence the suggestion of the virgin forum to see if other virgin customers have had similar problem and have they found solution



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