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Moderator
Moderator
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Message 31 of 46

Re: Horrible ping spikes and packet loss

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Hi @Taker44,

I've made some changes to your broadband service directly with our supplier. It's due to complete on Tuesday. Part of my  order is for a super stable service. I want to see if this will help you before we look into sending out any engineer. I can check in with you on Wednesday to see if you've noticed any improvement. Would this suit you ok? If my changes don't have the desired effect I can place an order to change you back to the current service within a couple of days.

Thanks

DanielS

Community ModeratorDannyS
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Taker44
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Message 32 of 46

Re: Horrible ping spikes and packet loss

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Hi Daniel

Would there be any billing/costs for this change for me? I just don't want to be hit with any additional charges on my next bill/s or internet package contact renewals without knowing.

Thanks

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Moderator
Moderator
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Message 33 of 46

Re: Horrible ping spikes and packet loss

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Hi @Taker44,

There will be zero additional charges for the changes that I am making for you. It won't affect your contract either. I won't make any changes that will affect the cost or contract length without discussing and agreeing beforehand Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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Taker44
Aspiring Contributor
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Message 34 of 46

Re: Horrible ping spikes and packet loss

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Okay, Daniel. I will wait and see if I get any improvements on Wednesday. Thanks.

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JonathanAnsell
Contributor
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Message 35 of 46

Re: Horrible ping spikes and packet loss

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@DanielS What other types of service are there? I’m guessing there’s super stable and a standard one at the very least but is there a speed one?
If there is, is it requestable?
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Distinguished Guru
Distinguished Guru
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Message 36 of 46

Re: Horrible ping spikes and packet loss

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The speed one would make ping worse, definately not for you or your issue.

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Moderator
Moderator
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Message 37 of 46

Re: Horrible ping spikes and packet loss

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Hi @JonathanAnsell,

Besides from the standard option there are two other stability options that we can choose. They are stable and super stable.

Thanks

DanielS

Community ModeratorDannyS
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JonathanAnsell
Contributor
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Message 38 of 46

Re: Horrible ping spikes and packet loss

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Thanks for clarifying @DanielS

Would it be fair to assume everyone is on a standard profile unless they have BT TV or like the thread starter it has been requested to be changed?

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akjmoran
Aspiring Contributor
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Message 39 of 46

Re: Horrible ping spikes and packet loss

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Hi Taker44,

If you don’t mind please could you let me know how this goes? I am having the same issues as you with ping spikes and if this request for a stable line over speed works then maybe it is something I should look to get. Thank you in advance
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Taker44
Aspiring Contributor
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Message 40 of 46

Re: Horrible ping spikes and packet loss

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Success! I am reporting back that there is a complete day and night difference with shadow. I tried this afternoon and it is working so much better now. Absolutely zero packet loss. Before packet loss was constant. The ping spikes are also tiny now, just a few ms here and there which doesn't affect the experience. Before I was spiking every few seconds going all the way up to 200ms at times. It was unworkable before but now it's great! I will make a new thread if I get issues again but I think this super stable change seems to have done the trick. Thank you everyone for your help and advice.