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gardnerpollard
Aspiring Contributor
6,428 Views
Message 1 of 9

High Ping/Jitter constantly erratic download speed

When we moved house recently and booked via BT website house move to transfer our broadband/telephone. Services. Our BT services were confirmed as live and working on the 29th July. We had a working telephone line and a broadband sync speed of approximately 5300mb and download speed of 4800mb. On Wednesday 31st July we received an email from BT stating  “Another provider has told us you want to move your service. 

If that's not right, or you've changed your mind, get in touch with us on 0800 800 150 as soon as you can. The sooner you call us the easier it is to change things.” We responded instantly to the email stating this was not the case. In short I was told that a previous order from December 2012 to cancel an order had become live. I was told my account had been closed and that the Data Integrity Team would have to rebuild our account. Although the telephone was working our broadband was not working properly because of its profile ID.  I was told that the Data Integrity Team would rebuild the account within 24 hours. 7 days later I was still trying to get this resolved. It took between 20 to 40 minutes to actually get through to anyone at BT and I have been kept on hold for over 20 minutes whilst some BT adviser’s speak with his or her managers. I have endured calls that have lasted nearly two hours with each adviser interpreting the notes on the system in their own way resulting in lots of different theory’s as to how and what the problem could be.

 

In short now over three weeks later and the issue with our broadband is still not resolved.  Ping test reveal readings anywhere between 44ms – 2870ms.  Jitter between 1ms – 209ms

 

Consequently our broadband download speeds fluctuate between 0.11mbs – 4800mbs constantly.

 

I have tried a new BT router, faceplate/iplate (separate telephone/broadband sockets), new telephone leads removed any electronic equipment, removed all telephone extensions and have also tried the test socket.

 

It seems to me as if there is a bad connection somewhere on the line as we can get reasonable download speeds on occasion. We have done the BT quiet line test and there does not seem to be any noise on the line. What’s causing fluctuating ping response times which affects the broadband reliability???

 

I am at my wits end!! BT has been impossible to deal with when I have been able to reach an adviser. The inconvenience and time spent trying to get BT to resolve this has been inordinate to say the least.

 

Is there no one at BT that’s competent and will take ownership of the issues we have experienced???

 

ADSL Line Status

Connection information
Line state:Connected
Connection time:0 day, 00:39:59
Downstream:4,864 Kbps
Upstream:448 Kbps

  ADSL settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):9.3 dB / 23.0 dB
Line attenuation (Down/Up):48.0 dB / 31.5 dB
Output power (Down/Up):19.9 dBm / 12.4 dBm
FEC Events (Down/Up):1199 / 0
CRC Events (Down/Up):2 / 0
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
Loss of Link (Remote):0
HEC Errors (Down/Up):1 / 0
Error Seconds (Local/Remote):0 / 0
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8 REPLIES 8
Distinguished Sage
Distinguished Sage
6,425 Views
Message 2 of 9

Re: High Ping/Jitter constantly erratic download speed

can you run btspeedtester and when first test completes can you then run diagnostic test and post results please



btspeedtester



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Distinguished Sage
6,425 Views
Message 3 of 9

Re: High Ping/Jitter constantly erratic download speed

can you post a traceroute to bbc.co.uk using command prompt then we can see were the problem may be also are you using a wired or wireless connection
gardnerpollard
Aspiring Contributor
6,405 Views
Message 4 of 9

Re: High Ping/Jitter constantly erratic download speed

Hi imjolly

 

I have tried to run this test but always get the following;

 

null

 

 

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.

 

 

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gardnerpollard
Aspiring Contributor
6,401 Views
Message 5 of 9

Re: High Ping/Jitter constantly erratic download speed

Hi john46

 

I have tried both, wired and wireless. Here is the traceroute. I assume that it would keep going? Dont know what the starts are?

Last login: Fri Aug 23 09:13:31 on ttys000
Martins-MacBook-Pro:~ MartinPollard$ traceroute bbc.co.uk
traceroute: Warning: bbc.co.uk has multiple addresses; using 212.58.253.67
traceroute to bbc.co.uk (212.58.253.67), 64 hops max, 52 byte packets
1 bthomehub.home (192.168.1.254) 2.132 ms 1.081 ms 0.898 ms
2 217.47.206.186 (217.47.206.186) 1042.605 ms 1072.783 ms 1132.211 ms
3 217.47.72.161 (217.47.72.161) 1077.456 ms 1028.393 ms 548.861 ms
4 213.1.69.46 (213.1.69.46) 103.085 ms 40.473 ms 41.606 ms
5 217.41.169.103 (217.41.169.103) 41.588 ms 39.941 ms 41.058 ms
6 217.41.169.243 (217.41.169.243) 62.587 ms 41.428 ms 40.911 ms
7 217.41.169.109 (217.41.169.109) 41.409 ms 41.467 ms 40.801 ms
8 acc2-xe-11-2-0.sf.21cn-ipp.bt.net (109.159.251.199) 41.104 ms 40.831 ms
acc2-xe-1-3-0.sf.21cn-ipp.bt.net (109.159.251.203) 40.432 ms
9 core2-te0-2-3-0.ealing.ukcore.bt.net (109.159.251.147) 53.477 ms
core2-te-0-4-0-16.ealing.ukcore.bt.net (109.159.251.59) 55.987 ms
core2-te0-0-0-6.ealing.ukcore.bt.net (109.159.251.159) 619.552 ms
10 peer2-xe10-0-0.telehouse.ukcore.bt.net (109.159.254.128) 503.902 ms 533.639 ms
peer2-xe3-3-1.telehouse.ukcore.bt.net (109.159.254.227) 596.040 ms
11 194.74.65.42 (194.74.65.42) 601.457 ms 657.992 ms 666.419 ms
12 * * *
13 ae0.er01.cwwtf.bbc.co.uk (132.185.254.93) 893.636 ms 890.715 ms 950.757 ms
14 132.185.255.156 (132.185.255.156) 949.242 ms 1003.364 ms 1036.911 ms
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gardnerpollard
Aspiring Contributor
6,355 Views
Message 6 of 9

Re: High Ping/Jitter constantly erratic download speed

Well I guess this is just another example of BT no bothering to respond!!!

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Distinguished Sage
6,352 Views
Message 7 of 9

Re: High Ping/Jitter constantly erratic download speed

This is a customer to customer self help forum posts made here do not go directly to BT the only BT presence here are the forum moderators

could you please retry the BT speed test then we can help you further

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gardnerpollard
Aspiring Contributor
6,323 Views
Message 8 of 9

Re: High Ping/Jitter constantly erratic download speed

Thank you for your reply. 

 

So could you tell me why imjolly and john46 have asked me to supply further information to which they have not bothered to respond to?

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Distinguished Sage
6,319 Views
Message 9 of 9

Re: High Ping/Jitter constantly erratic download speed

you were asked in my last post to retry the BT speedtest which we are still waiting for that is the reason for you not receiving a reply also at this time imjolly is on holiday and has been since last week
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