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Message 1 of 3

Latency Issues


I've moved property and continued with BT, however since doing so I'm now experiencing lots of latency-related issues. 

This is occurring when putting any load on the connection, either web conferencing, gaming, streaming. Never two at the same time, but all experience the same issue.

I've had 6 engineers out to look at this issue, and OpenReach have pointed me back at BT, when speaking to BT support again, I get told that I need another OpenReach engineer. 

I started looking at this issue and found there are numerous posts to this community on this. Please can someone assist me with this?

I've tested wireless, wired, multiple devices, had a new hub, performed tests with only 1 device connected for 24 hours. 

I've used pingplotter to a few locations and they all show similar issues, seen below:

I've had an OpenReach engineer modify my profile after monitoring this for 2 hours outside, cabinet ports changed, using different pairs, checking the property. All tests come back fine, but the issues still persist.

Below is the smart hub data:

Product code:Smart Hub 2
Serial number:
Firmware version:v0.21.03.07094-BT
Firmware updated:Thu Dec 31 17:47:59 2020
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:0 days,00 Hours13 Mins13 Secs
Data rate:20 Mbps / 58.665 Mbps
Maximum data rate:23.900 Mbps / 59.566 Mbps
Noise margin:8.0 / 6.3
Line attenuation:6.7 / 12.0

Uptime is short because I was talking to BT just now and they reset my device. 

Is there anything else I can do? I've attempted to request this is escalated with BT and they have said it is an OpenReach issue, but there is no way to escalate with OpenReach directly. This is impacting my ability to work and I'm desperate for a fix. 

Thanks in advance for any support.

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Message 2 of 3

Re: Latency Issues

Tracert to a similar location:

Tracing route to over a maximum of 30 hops

1 3 ms 5 ms 3 ms
2 7 ms 10 ms 11 ms
3 * * * Request timed out.
4 90 ms 83 ms 80 ms
5 59 ms 57 ms 57 ms []
6 52 ms 58 ms 65 ms []
7 52 ms 47 ms 29 ms
8 2781 ms * * []
9 * * * Request timed out.
10 * * * Request timed out.
11 28 ms 23 ms 24 ms
12 64 ms 51 ms 54 ms


2781 MS for - RIPE Network Coordination Centre. Searching online says that this is BT's DC.

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Message 3 of 3

Re: Latency Issues

Anyone have anything they can suggest on this issue please? 

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