I was the originator of this thread (Its been merged into 1 big thread now I believe) and I still have the same problem.(even after purchasing a new router for £180)
If there is anything you can do or any other info you need from me can you PM me please?
I have had 8 months of this, still none the wiser to a resolution.
Hi @GazzaLFC sorry that you have experienced this issue for so long. I've sent you a Private message explaining how you can contact the forum moderation team and we will be happy to help you.
Check here: https://community.bt.com/t5/notes/privatenotespage
Hi I've been following this post for the past few months, I've been experiencing the same issue whilst gaming since March 2019, all my calls to bt full onto death ears, their solution was to try and sell me a second phone line so one would be for gaming and the other would be used for streaming netflix and surfing the net. Ive resisted putting a second line in as my contract ends in February and I don't want to be tired up with bt any longer than necessary.
I've done all the normal things required splitting the channels, lowering the quality of the streaming services to the point there unwatchable and even resorted to banning my kids from using the net between 9-10pm so that I get some time to game.
Has anyone had this issue fixed?
Hi everybody, I have been trying to respond to everybody individually on private messages but for whatever reason I keep getting timed out. I have noticed that most people are asking for the email that I sent to the CEO so I will copy and paste it here, but I will not be able to tell you the address as I will be muted for inciting a campaign (happened before), you can easily find his email address on the internet, so can't imagine this being a form of doxxing.
Hi, I have gathered a few example screenshots of your customers complaining about the same issue on your community forums to which no BT employee has provided a solution, or even acknowledged our complaints, In short the issue that me and hundreds if not thousands of other customers are having is that, multiple devices using the internet in the household causes enormous ping spikes and packet loss. Being a gamer, as thousands of your customers are, ping spikes and packet loss render our games unplayable, server disconnects, dropouts, stuttering disrupting our gaming experience. I have had countless engineers visit the property, and explain to me that there is no fault on the line and that the ping spikes must be something to do with BT's network. This has been backed up on the forums by your customers who have had enough with getting no response or a solution and have decided to switch ISP to a competitor, stating that their issues with latency has been fixed with the switch. Now could you please explain to me, why I am paying you as an ISP whereas my main use for the service is rendered unusable because of a fault within your core network? and please explain to me why I cannot leave your contract when your service is clearly not fit for purpose. I think it is downright disgusting that you are locking me into a contract, when I cannot use the internet that I pay for the way I deem fit. It is 2019, I have a 60/20 FTTC connection, and I have to communicate with my mother and my girlfriend when they can and cannot use the internet in the house. Please find attached screenshots of your customers complaining about the same issues, this can all be found on your community forums, that clearly nobody pays attention too, or doesn't care about customer complaints. I will be posting this to all social networking platforms in a hope to warn Gamers away from taking out contracts with BT as your service is quite honestly unusable, please let me cancel my contract without charge or I will be taking this to OFCOM and asking for an Ombudsman to help support my claim. Feel free to visit your own community forums to see what your paying customers are saying about your networkAgain, after I sent this email I was contacted by a Dean at Executive Level team who informed me that he will be sticking me on the highest priority that BT offer (usually restricted to businesses), after he made this change all my latency issues where solved. I hope this helps.
Hi @RoscoT and @EddyM I'm sorry to see you're having problems with your connection, I've sent you both a Private Message with details on how you can get in contact with the mod team and we'll be happy to help.
A number of responses here from 'Moderators'. Has any end user had any joy yet with this problem?
I have also now emailed Philip Jansen (CEO) as, whilst I appreciate any assistance 'Moderators' can give, this appears to be a BT wide problem that the CEO should be told about. Solving the problem for 'the few' is not the answer so I suspect that it is only someone with some 'clout' who can get something done for all customers.
I've had an improvement since contacting the Ceo but not a complete fix.
My pings mostly now don't go into the hundreds but still go up if anyone is streaming or watching Youtube etc.
I know from other people I've spoken to and family members I've got to run speed tests it basically shouldn't go up at all.
My speed before December used to be 70 download then when all the ping problems began it dropped to 63 at best now with the tweaks they've made it's 59/60.
Of course if it's the only option I guess I'm stuck with it but knowing my line can achieve higher speeds (my line right now is at 74 attainable 73 actual) and that really the ping should be stable it still feels like Bt aren't giving the service they should be.
And from what I've been told so far they seem to be dealing with this with each individual customer instead of an overall fix,I've no idea what they do other than I'm told they try other profiles.
I have been monitoring this thread for some time during which I have been in contact with BT via twitter. I have had 4 engineers to date come out and have seen no improvement. The last call I had with my support rep, she was trying to push the idea that BT don't need to guarantee any kind of latency but only speed. This is disgusting seeing as I pay £25 a month for barely minimum guaranteed speed FTTC (18 down/6 up) and also have these ping issues. I am going to email the CEO as well as it seems the only way to get something done.
@finnra we'll be happy to help with your ping issues if you send over your details. I've sent you a Private Message with details on how you can get in contact with the mod team.