Packet Loss with Shadow Cloud Gaming

[Pennza]

Hello All!

I'm currently experiencing really bad packet loss and high pings while using Shadow gaming through my BT Internet package (Fiber 1). My normal download speeds are rated between 29-47 Mbps, however while using Shadow i need to limit my connection speed to at least 10mbps to see any kind of stable play time. Even then I still get packet loss and high pings, just not as much as before.

I've checked the community forums and this user seems to be experiencing the exact same issue as myself. He was moved to a super stable connection which has resolved his issues. How would I go about getting this setup for myself? I know some people may already be on this connection however I have no idea how to find this out.

https://community.bt.com/t5/BT-Fibre-broadband/Horrible-ping-spikes-and-packet-loss/td-p/1915395

I also work from home full time and I've noticed my connection dropping on a daily basis. For example if my kids are watching a 4K movie on Disney+ the router just throws a wobbly and the light turns orange for a few minutes before kicking back into life. I've also had a new router from BT which hasn't made the slightest difference.

Any help would be much appreciated.

[pippincp]

You need to find out why your connection is dropping first. Do a quiet line test, 17070 option 2. It should be silent between announcements with a corded phone. You may get a dull backgroung hum with cordless.

[Pennza]

I've performed a line test and there's no noise at all. I've even had a new Openreach face plate fitted earlier this year as my old one broke some time ago.

[pippincp]

Can you post your hub connection stats from Advanced settings/technical log/information.

[Pennza]

Here you go as requested. I've also included the following errors showing in the Event Log. These error's have been going back all throughout November.

Product name:

BT Hub 6A

Serial number:

+084316+NQ64501511

Firmware version:

SG4B1000E020

Firmware updated:

02-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 2 Minutes 45 Seconds

Data rate:

5.59 Mbps / 36.60 Mbps

Maximum data rate:

5777 / 47843

Noise margin:

6.1 dB / 6.2 dB

Line attenuation:

30.5 dB

Signal attenuation:

29.9 dB / 30.5 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

255 kB Uploaded / 695 kB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-P5ZM

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-P5ZM-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

24:20:C7:5B:7B:EF

Software variant:

-

Boot loader:

7.33.1

Event Log:

18:57:19, 18 Nov.,:PPPoE error: timeout
18:57:11, 18 Nov.,:PPPoE error: timeout
18:57:06, 18 Nov.,:PPPoE error: timeout
18:57:02, 18 Nov.,:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
18:57:01, 18 Nov.,:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

[pippincp]

Only 2 mins uptime is that due to a reset by you?

[Pennza]

Ah yes sorry, tried doing a factory reset of the hub to see if that made any difference.

[pippincp]

Make sure you turn off smart set up.

[Pennza]

Ok will do, however that was switched off before I believe. 

[Pennza]

Had the same issues this weekend. Any ideas? How can I go about getting that stable option setup for my account?