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Beginner
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Message 1 of 2

Issues

Hiya

 

Over the last few days I've been experiencing slow internet and very high latency when doing online gaming. I initially thought it was a problem with the game itself and using their tech support forums they advised me to do a trace route which I have pasted below:

 


Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 71 ms 17 ms 16 ms 217.41.217.93
5 21 ms 21 ms 21 ms 212.140.206.66
6 22 ms 21 ms 21 ms 217.41.169.37
7 21 ms 21 ms 21 ms 217.41.169.107
8 21 ms 21 ms 21 ms acc1-xe-1-2-0.sf.21cn-ipp.bt.net [109.159.251.67]
9 30 ms 31 ms 31 ms core1-te0-0-0-4.ilford.ukcore.bt.net [109.159.251.153]
10 29 ms 28 ms 28 ms peer6-te0-0-0-12.telehouse.ukcore.bt.net [109.159.254.126]
11 29 ms 28 ms 30 ms 166-49-211-242.eu.bt.net [166.49.211.242]
12 27 ms 27 ms 28 ms 213.248.82.249
13 28 ms 29 ms 28 ms ldn-bb3-link.telia.net [213.155.137.116]
14 34 ms 35 ms 35 ms adm-bb3-link.telia.net [62.115.143.187]
15 36 ms 36 ms 36 ms adm-b2-link.telia.net [62.115.141.3]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

Tracing route to 185.60.114.159 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 86 ms 84 ms 17 ms 217.41.217.93
5 21 ms 21 ms 21 ms 217.32.145.122
6 22 ms 21 ms 21 ms 217.41.169.37
7 21 ms 21 ms * 217.41.169.107
8 21 ms 21 ms 20 ms acc1-xe-4-3-0.sf.21cn-ipp.bt.net [109.159.251.103]
9 30 ms 30 ms 33 ms core2-te-0-2-0-1.ilford.ukcore.bt.net [109.159.251.19]
10 29 ms 29 ms 27 ms peer6-te0-9-0-15.telehouse.ukcore.bt.net [109.159.252.59]
11 28 ms 28 ms 27 ms 166-49-211-236.eu.bt.net [166.49.211.236]
12 28 ms 27 ms 28 ms 213.248.82.249
13 30 ms 30 ms 30 ms ldn-bb2-link.telia.net [62.115.138.154]
14 34 ms 35 ms 35 ms prs-bb2-link.telia.net [80.91.246.177]
15 37 ms 41 ms 36 ms prs-b8-link.telia.net [62.115.138.139]
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

 

The advice given over there was that this "4 71 ms 17 ms 16 ms 217.41.217.93" shows a problem with a BT node and I should contact BT and send them my trace routes as their tests might not be able to replicate this. I contacted the live support (very helpful guy) who couldn't find any issues and advised me to call 0800 3287797 to speak to technical support. 

 

I spoke to a guy there who didn't seem to know what I was talking about. He advised me that sending my trace routes to them might exacerbate the issue (using some weird analogy about a mechanic and a car) and they would do all the speed tests ect. I tried to explain this had already been done and what I wanted to do was send them these trace routes to which he said I couldn't. He seemed to think that by me doing this trace routes I was messing about with stuff I shouldn't be touching and this might be what is causing my problem. I politely thanked him for his time and here I am.

 

If anyone with any knowledge can take a look and perhaps suggest any help it would be very much appreciated.

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1 REPLY 1
Highlighted
Distinguished Sage
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Message 2 of 2

Re: Issues

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators

that phone number is not the broadband support number the support number is 0800 111 4567
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