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CedricTheBrave
Beginner
364 Views
Message 1 of 7

high ping

Hi first 7 days of my new BT BB was great with ping/latency of low 10-20's but now its shot up to 50+ms!!

making it difficult to play any decent games

why has this happened? there are no reported outages and nothing has changed here? my download speeds are the same!!

but pings are high!

please anyone help as I may have to cancel this service now

0 Ratings
6 REPLIES 6
Distinguished Sage
345 Views
Message 2 of 7

Re: high ping

you are likely to get changes during the first 10 days during your line training period Until the training period is over BT will take no action also cancelling your contract would make you liable to cancellation fees for the outstanding contract period


If you post the full stats from your router

For homehub – type 192.168.1.254 into your browser

Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it

Click on More Details and then post the full results.

also post the full results from http://speedtester.bt.com/


Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
after your line training period is over we can get you in touch with with the forum mods who can get you changed to fast path which will reduce your ping
Then someone here may be able to help and offer more advice.

This is a customer to customer self help forum the only BT presence here are the forum moderators
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CedricTheBrave
Beginner
342 Views
Message 3 of 7

Re: high ping

ADSL Line Status

Connection information
Line state:Connected
Connection time:1 day, 05:35:21
Downstream:4,736 Kbps
Upstream:448 Kbps

  ADSL settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):12.8 dB / 21.0 dB
Line attenuation (Down/Up):34.0 dB / 18.5 dB
Output power (Down/Up):20.1 dBm / 12.1 dBm
FEC Events (Down/Up):271052 / 31
CRC Events (Down/Up):412 / 32
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CedricTheBrave
Beginner
341 Views
Message 4 of 7

Re: high ping

The speed tests only show download and upload speeds and as I said these are OK (as can be expected) its the latency that's the issue here!

And if I need to cancel because the service is not what I expected that's what will have to happen its no use to me if the latency is so poor especially when it had been so good

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Distinguished Sage
336 Views
Message 5 of 7

Re: high ping

hi as i posted earlier after your line training period we can put you in touch with the forum mods who can get you changed to fast path which will reduce your ping this cannot be done however until you are out of line training
Secondly the speed test shows your ip profile which controls your download speed also your noise margin is higher than normal the default is 6db this will then give you a connection speed of 7.6mb approx  all of these can be done by the forum mods and will improve your connection 

CedricTheBrave
Beginner
313 Views
Message 6 of 7

Re: high ping

well the 10 days are up and the ping is still poor 😞

how do I contact the forum Mods to try and resolve this issue please?

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Distinguished Sage
308 Views
Message 7 of 7

Re: high ping

Hi  You can contact the forum mods at this link 
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours  may be a ,little longer due to the holiday period 

They are a UK based BT specialist team who have a good record at getting problems solved