I've been with BT for around 2/3 years at this point including a move across town. I'm currently on the BT Infinity 2 package but need to downgrade as we don't get the required speeds due to our wiring in our neighbourhood but that's something I've yet to deal with.
The main issue I have with my internet connection is during playing online games I experience ping variance, intermittant packet loss and just awful pings to servers in general. I moved around 2 miles from my last flat to this one and connections to online servers jumped around 30ms each. My main issue is that contacting BT support in any way I just end up getting read the script that everyone end's up being read and told that everything is fine on their end as they see my DL and UL speeds are within what they deem to be an "acceptable" range (I'm on infinity 2 and get speeds of 20 down and 3 up). Any idea on how I can speak to someone higher up in the chain or any idea on how I'm supposed to proceed from here to see if my issue can get seen to?
Testing on pingtest.net I get around 5 or 10% packetloss around half the time, and the other times it's okay. This is exceptionally detrimental to everyone in the house as one of my flatmates is a Semi-Pro Counter Strike player.
Posting some tracerts to the affected servers be would be a start.
Lines 1-12 from the HH5 troubleshooting/helpdesk page.
3 examples of tracert's to valve's EU east and west servers and one to bbc.co.uk for another example.
|1. Product name:||BT Home Hub|
|2. Serial number:||+068341+NQ32911628|
|3. Firmware version:||Software version 18.104.22.168.22.214.171.124.26.1.1 (Type A) Last updated 28/10/15|
|4. Board version:||BT Hub 4A|
|5. WAN:||PPP Connected|
|6. Data sent/received:||44.9 GB / 1379.9 GB|
|7. Broadband username:||firstname.lastname@example.org|
|8. BT Wi-fi:||Yes|
|9. 2.4 GHz Wireless network/SSID:||BTHub4-FWKZ|
|10. 2.4 GHz Wireless connections:||Enabled (802.11 b/g/n (up to 144 Mb/s))|
|11. 2.4 GHz Wireless security:||WPA and WPA2|
|12. 2.4 GHz Wireless channel:||Automatic (Smart Wireless)|
In 2 of the tracert's theres 40 ms fluctuations all on the same hop, I experience this within game constantly. ping going up and down.
So we just ignore the fact that this doesnt happen in another part of this city? And we ignore the fact that this doesn't happen when I'm at home 100 miles further away? So BT doesnt work to rectify situations like this?