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jamesfoley
Contributor
815 Views
Message 1 of 21

Ping issues

I've had Infinity 2 for about 5 months now, and I think only about 4 or 5 weeks of that time I've had no problems at all. The rest of the time I've been having constant ping issues, low speed issues and line drops.

 

I've had two engineer visits since install date and a replacement Home Hub to try and fix the issue. I'm not sure if its just a coincidence, but two days after each visit, the line is fine for just over a week. As soon as a new week starts, my pings rise from 13ms to 36ms+, and my speed drops from 60Mbs to about 48Mbs. Being someone that plays online games quite frequently, the speed isn't really an issue, its just the ping increase.

 

There must be an issue somewhere for the line to be constantly inconsistent in terms of speed and ping, but BT support doesn't seem to Knowles this, and I'm constantly put in loops of restarting equipment and telling them its not making any difference, at which point they tell me its normal and will fix itself in a week.

 

The most annoying thing is that BT Infinity 2 is costing me over double what Sky were charging me for ADSL, which was much more reliable, and I really do regret making the switch.

 

What I'd like to know is where can I take this from here? Are there any other support desks I can contact (although I feel like I've been through them all already) to help resolve my issue? Would being on ADSL with interleaving off result in a lower and more stable ping?

 

Any help would be greatly appreciated.

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20 REPLIES 20
john46
Distinguished Sage
810 Views
Message 2 of 21

Re: Ping issues

Your increased ping has most likely happened because the DLM has seen your line as unstable and has put deep interleaving on your connection all you can do is leave the connection alone with no restarts for up to 2 weeks and if the DLM then sees thee line as more stable it will start to reduce the level of interleaving
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jamesfoley
Contributor
722 Views
Message 3 of 21

Re: Ping issues

Okay, so after leaving it another two weeks without touching both the home hub and modem, I'm still stuck in the same position. During those two weeks my ping sometimes became a lot more... "jittery" I guess is the word, where instead of the steady high ping, it would jump to around 38ms, drop to 32ms and then jumps back up again.

 

I'm pretty sure this isn't normal, seeing as when I had the infinity installed my ping sat around the 15ms mark, and when the engineers came to take a look they got it down to around 13ms on both visits.

 

Is there anything else I can do apart from moan to get another engineer out?

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sjtp
Guru
704 Views
Message 4 of 21

Re: Ping issues

I think that you probably got a profile reset after the engineer visits; which set you on non-interleaved.  DLM studied the line and after a week decided that it was not stable enough for non-interleaved, hence your increased ping.

 

On ADSL with a good provider (such as BE) you could choose your tradeoff between stability/speed/latency.  With FTTC this is not currently possible.  I understand BT Openreach does provide three options, but that almost no ISP's pass them on to end users;  BT retail certainly doesn't for Infinity.  I'm not a gamer so not too concerned, but my BBC pings went up from 19 on BE (11 non-interleaved, but I went for the higher throughput I get with fewer corrupted packets) to 29 on Infinity.

 

I can't think of anything you can do: and if you get the engineers out it will probably only stay good for a short time.

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flamey
Contributor
688 Views
Message 5 of 21

Re: Ping issues

The only thing you could request is a 40/10 provision because in such case its more likely dlm would set you to fastpath if that's more important than speed.

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RichRolls
Aspiring Expert
658 Views
Message 6 of 21

Re: Ping issues

I've got interleaving, and I'm getting about 23ms ping to bbc.co.uk.

 

You can check this by typing the following at the command prompt:

 

Ping –n 20 bbc.co.uk

 

 

Rich

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Bullitt
Distinguished Expert
635 Views
Message 7 of 21

Re: Ping issues

Ping request could not find host -n. Please check the name and try again.

 

for some reason the html has the command as Ping –n 20 bbc.co.uk

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RichRolls
Aspiring Expert
613 Views
Message 8 of 21

Re: Ping issues

I have just run it again, and it works!

 

It should be:

ping <space> - (minus) n <space>20 <space> bbc.co.uk

Rich

If you found this information helpful, please click the star to the left of this post. If the reply answers your question then please mark as ’Mark as Accepted Solution’
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Bullitt
Distinguished Expert
605 Views
Message 9 of 21

Re: Ping issues

i copied and pasted it from the post and it retained the html for some reason
if i just retype it then it works fine
C:\>ping -n 10 bbc.co.uk

Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=18ms TTL=241
Reply from 212.58.241.131: bytes=32 time=18ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241
Reply from 212.58.241.131: bytes=32 time=17ms TTL=241

Ping statistics for 212.58.241.131:
Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 18ms, Average = 17ms
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jamesfoley
Contributor
600 Views
Message 10 of 21

Re: Ping issues

Looks like today is a good day for me, getting 28ms to bbc.co.uk:

 

C:\Users\James>ping -n 10 bbc.co.uk

Pinging bbc.co.uk [212.58.241.131] with 32 bytes of data:
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241
Reply from 212.58.241.131: bytes=32 time=28ms TTL=241

Ping statistics for 212.58.241.131:
    Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 28ms, Maximum = 28ms, Average = 28ms

 

This still isn't great for me though, and I still seem to have a high ping to most game servers I regularly play on.

 

I just don't understand where the huge jump in ping comes from...

 

C:\Users\James>tracert bbc.co.uk

Tracing route to bbc.co.uk [212.58.241.131]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  BTHUB3 [192.168.1.254]
  2    13 ms    13 ms    13 ms  217.32.145.2
  3    13 ms    13 ms    14 ms  217.32.145.46
  4    20 ms    20 ms    20 ms  213.120.181.230
  5    20 ms    20 ms    20 ms  217.41.169.237
  6    19 ms    19 ms    19 ms  217.41.169.109
  7    20 ms   108 ms    20 ms  acc2-10GigE-9-3-0.sf.21cn-ipp.bt.net [109.159.251.223]
  8    32 ms    31 ms    31 ms  core1-te0-13-0-2.ilford.ukcore.bt.net [109.159.251.137]
  9    26 ms    25 ms    25 ms  peer2-xe10-0-0.telehouse.ukcore.bt.net [109.159.254.128]
 10    28 ms    28 ms    27 ms  194.74.65.42
 11     *        *        *     Request timed out.
 12    66 ms    33 ms    28 ms  ae1.er01.rbsov.bbc.co.uk [132.185.254.46]
 13    29 ms    31 ms    28 ms  132.185.255.60
 14    28 ms    28 ms    28 ms  212.58.241.131

Trace complete.

 

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