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norwynroberts
Beginner
1,515 Views
Message 1 of 24

Upload and Latency Issues

Hi

 

Recently I have been having problems with my upload and latency at home.

 

My connection has always been stable, but a month or 2 after moving location my connection has become increasingly unreliable.

 

I had already gotten in touch with live support to no avail. 

The upload is choppy and I can barely upload simple less than 1MB images without knocking off every other device in the home.

 

This problem has proceeded to gradually get worse and worse only really starting about 2 weeks ago.

I have also noticed that my SmartHub 6 is far more unreliable than when I had the 5, the connection throughout the home is fine.

 

It just has a nasty habbit of restarting its self and dropping my connection. 

Again the live chat assistant I had who ran a line test couldnt determine why it would die completely or dropout as the connection from the router to my local exchange barely a street away is strong.

 

As for latency which i'm assuming is coming hand in hand with the upload issues is that when performing activities only such as gaming the latency will shoot up from a steady 30ms all the way to 1000ms - 3000ms.

As for the gaming part that requires a stable connection, not exactly effective.

 

Its not just for a few moments, it will fluctuate between being stable and pretty much disconnected at random for hours.

 

Again it has only been happening recently and has been deteriorating over time which is what is baffling me.

 

Speaking with the assisstant he says that bt doesn't guarrantee your upload speed, which is fair enough if i had a stable stream to begin with.

 

The only real difficulty with this problem is that I can't exactly provide much evidence for whats going on as its happening at random parts in the day, even when I am the only one still active and using a computer early in the mornings.

 

If anyone could come to my aid I would appreciate it.

Many Thanks

 

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23 REPLIES 23
XRaySpeX
Recognised Expert
1,509 Views
Message 2 of 24

Re: Upload and Latency Issues

Please post your full Router Stats. For a Home Hub see on here: Broadband Top Tips . Full router stats are key to any speed & connection issues.

 

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

 

Is it any better?

Post your full Router Stats when plugged into test socket.

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

___________________________________________________________________________
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norwynroberts
Beginner
1,499 Views
Message 3 of 24

Re: Upload and Latency Issues

I connected to the hidden socket at the master im hoping correctly.

 

I hope text that follows is what you asked for;

 

Product name: BT Hub 6A
 
Serial number: +084319+NQ71865487
 
Firmware version: SG4B1000B316
 
Firmware updated: 05-Sep-2017
 
Board version: 1.0
 
Gui version: 1.64.0
 
DSL uptime: 0 Days, 0 Hours 6 Minutes 39 Seconds
 
Data rate: 1.27 Mbps / 23.23 Mbps
 
Maximum data rate: 1279 / 23244
 
Noise margin: 7.7 dB / 3 dB
 
Line attenuation: 6 dB
 
Signal attenuation: 4.5 dB / 6 dB
 
VPI / VCI: 0/38
 
Modulation: G_992_5_ANNEX_A
 
Latency type: Fast Path
 
Data sent / received: 3 MB Uploaded / 39 MB Downloaded
 
Broadband username: bthomehub@btbroadband.com
 
BT Wi-fi: Active
 
2.4 GHz wireless network name: BTHub6-C3HM
 
2.4 GHz wireless channel: Smart (Channel 11)
 
5 GHz wireless network name: BTHub6-C3HM
 
5 GHz wireless channel: Smart (Channel 36)
 
Wireless security: WPA2 (Recommended)
 
Wireless mode: Mode 1
 
Firewall: On
 
MAC address: F4:6B:EF:FF:16:37
 
Software variant: -
 
Boot loader: 7.33.1
 
 
XRaySpeX
Recognised Expert
1,490 Views
Message 4 of 24

Re: Upload and Latency Issues

BB connection is fine. Almost top speed you can get. Must be v. near exchange.

 

How about the QLT?

 

Are these drop-outs only over wireless?

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norwynroberts
Beginner
1,479 Views
Message 5 of 24

Re: Upload and Latency Issues

Sorry, not sure what QLT stands for,

 

My exchange is only about 4 houses over, theres even a small depot and building right by owned by BT

 

And no, when it drops out it affects my wired and wireless devices.

 

If its bad enough even the router will knock out completely which is weird, it will either restart on its own accord or flash orange to say theres no connection.

 

Again its not that this problem happens all the time. But its pretty much a daily occurance now and happening multible times a day even. Was completly fine when the line was activated about 2-3 months ago after moving property.

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XRaySpeX
Recognised Expert
1,467 Views
Message 6 of 24

Re: Upload and Latency Issues

QLT = the Quiet Line Test. Now on the gaming issue. Do you happen to know the IP or URL of any of your gaming servers? Can you run a "tracert" to it?
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norwynroberts
Beginner
1,434 Views
Message 7 of 24

Re: Upload and Latency Issues

I will try the quiet line test today.

 

As for the tracert I will look into how to get the information to run one. And how to run one.

 

Edit: Quiet line test came back fine. No tones are clicking. Just a steady general low white noise sound.

 

Found a tracert address I can use and a guide on how to perform one. Will post back shortly.

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norwynroberts
Beginner
1,416 Views
Message 8 of 24

Re: Upload and Latency Issues

I have performed the Tracert on the 2 addresses I have found, unfortunatly I can't find where I can attach these text documents so I will post both bulk text below;

 

___________________________________________________

Tracing route to 162.249.72.1 over a maximum of 30 hops

1 1 ms <1 ms <1 ms bthub [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 10 ms 7 ms 8 ms 217.41.217.29
5 17 ms 10 ms 17 ms host109-159-245-106.range109-159.btcentralplus.com [109.159.245.106]
6 11 ms 11 ms 11 ms 213.120.182.69
7 12 ms 12 ms 11 ms 31.55.164.109
8 426 ms 11 ms 11 ms acc2-10GigE-0-3-0-7.bm.21cn-ipp.bt.net [109.159.248.246]
9 20 ms 19 ms 19 ms 109.159.248.54
10 22 ms 17 ms 16 ms peer6-te0-0-0-6.telehouse.ukcore.bt.net [109.159.254.102]
11 17 ms 17 ms 17 ms t2c3-et-3-1-0-0.uk-lon1.eu.bt.net [166.49.211.236]
12 16 ms 16 ms 23 ms linx-e.riotdirect.net [195.66.238.186]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
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 185.40.65.1 over a maximum of 30 hops

1 1 ms <1 ms <1 ms bthub [192.168.1.254]
2 * * * Request timed out.
3 * * * Request timed out.
4 8 ms 8 ms 7 ms 217.41.217.29
5 13 ms 10 ms 17 ms 217.41.216.242
6 12 ms 11 ms 11 ms 213.120.182.69
7 12 ms 11 ms 12 ms 31.55.164.109
8 12 ms 11 ms 12 ms 109.159.248.215
9 18 ms 15 ms 15 ms core2-te0-13-0-17.ilford.ukcore.bt.net [109.159.248.46]
10 18 ms 17 ms 16 ms peer6-te0-0-0-23.telehouse.ukcore.bt.net [109.159.254.62]
11 16 ms 17 ms 16 ms t2c3-et-3-3-0-0.uk-lon1.eu.bt.net [166.49.211.238]
12 19 ms 16 ms 25 ms linx-e.riotdirect.net [195.66.238.186]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
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.

 

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XRaySpeX
Recognised Expert
1,393 Views
Message 9 of 24

Re: Upload and Latency Issues


@norwynroberts wrote:

Quiet line test came back fine. No tones are clicking. Just a steady general low white noise sound.


Should be absolutely silent. Report as a voice fault. Don't mention BB.

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norwynroberts
Beginner
1,385 Views
Message 10 of 24

Re: Upload and Latency Issues

Alright, I will report a voice fault and see if that will help.

 

BT is the line provider into the home also, so I will look into how to contact them about a voice fault.

 

If you can give me the best method in doing this please advise.

 

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