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Taker44
Aspiring Contributor
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Message 21 of 46

Re: Horrible ping spikes and packet loss

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What's the last possible time I could get this call today? Because it's almost 6pm and we are still waiting.

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Moderator
Moderator
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Message 22 of 46

Re: Horrible ping spikes and packet loss

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Hi @Taker44,

Thanks for speaking with NeilO previously. I'll be in the office both Sunday and Monday. Can you let me know the best times to reach you over both days please? 

Thanks

DanielS

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Taker44
Aspiring Contributor
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Message 23 of 46

Re: Horrible ping spikes and packet loss

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 I will be free to contact on both those days you mentioned at any time.

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tomahawkz
Aspiring Contributor
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Message 24 of 46

Re: Horrible ping spikes and packet loss

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HI Taker44,


If you could let me know how this turns out.

I have similar issues, one online activity such as just watching netflix seems to result in massive latency spikes even when only using a fraction of my bandwidth.

I haven't ever experienced issues like this with any other ISP in the past, it's very bizzare.

Tom.

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Taker44
Aspiring Contributor
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Message 25 of 46

Re: Horrible ping spikes and packet loss

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Sure, I will let you know Tom.

As of now, I had a phone engineer come out on saturday and he found no faults on my line after doing his tests. Right now I guess I'm waiting for further contact from BT either today or monday.

I know there is nothing wrong on my end, I have done everything I can, going as far as trying different filters and ethernet cable. But I still can not go above 10mb setting on shadow without getting insane packet loss and ping spikes. Despite everyone on the shadow forums and discord telling me I should easily be able to get 40mb on a 65+mb line. I can't even go up to 15mb. Plus my account works beautifully on my friends virgin media line at 40mb setting. I will keep on BT to get this resolved, in the past, BT has been good at fixing things so fingers crossed.

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Moderator
Moderator
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Message 26 of 46

Re: Horrible ping spikes and packet loss

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Hi @Taker44,

I've been going over the engineer notes. They've stated that the line was noise free. They found no issues in the exchange or DSLAM. They also saw no number porting issue and didn't see any issues with your internal wiring that would affect noise on the line. As we appear to have ruled out the line at fault I'm going to treat this solely as a broadband fault. I'll be running tests on it today which you may notice on your end.

To be clear, are you only experiencing these issues with the Shadow gaming cloud service? Also, when you logged into your account on your friends connection are you using the same device to access their service? Are you using a wired connection each time? I was reading the Shadow FAQ's and noticed that they only guarantee FTTP and FTTB connections. They don't guarantee that it will work with the FTTC service that you are on. Your friend may be using an FTTP service with their provider. Regardless, I'll be testing your service and will be in touch.

Thanks

DanielS

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Taker44
Aspiring Contributor
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Message 27 of 46

Re: Horrible ping spikes and packet loss

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Hello Daniel.

Yes, the issues are with using shadow gaming cloud service.

My friend uses her own device to connect to shadow. I have both a laptop and a computer and I have tried shadow on both with an ethernet cable. My computer is a gaming PC that I keep updated and virus free and don't have much installed on. I made sure nothing else was using bandwidth, and have network bandwidth monitors to check.

My friend uses virgin media which from what I've read uses FTTN. It's similar to FTTC but uses coaxial cables to connect to the house instead of phone line. Someone more technical than me would know more as I only have been reading up the past few days while trying to figure this out. If being on FTTC is the reason why I can't use shadow that would be pretty disappointing but I don't want to assume that as of yet.

Thanks

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Distinguished Sage
Distinguished Sage
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Message 28 of 46

Re: Horrible ping spikes and packet loss

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@Taker44

@pippincp mentioned that VM use OFDM (orthogonal frequency division multiplexing) which explains the better performance.

Your issue is due to the fact you are streaming live data, which will, by its nature, be using the upload path as well. So the faster your streaming connection is, the more of the upload path is being used, and the worse the performance.

If you could get FTTP, then that should be better, otherwise I cannot see any solution, as FTTC  is never going to cope, due to its TDM (Time Divisional Multiplex) method of transmission, where multiple users are sharing a common path, and being held in a queue.

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Taker44
Aspiring Contributor
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Message 29 of 46

Re: Horrible ping spikes and packet loss

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Oh okay Keith, I think I understood what you are saying. If that's true then my only option would be to switch to virgin as BT don't offer anything but FTTC in my area and even if they did they would probably charge more than virgin.

A stupid question on my part but the thing confuses me about what you said about upload path being in use, my friend on has lower upload than me (she has 12mb while I get 18) but is able to use shadow at much higher bandwidth. Is that because of orthogonal frequency division multiplexing virgin use?

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Distinguished Sage
Distinguished Sage
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Message 30 of 46

Re: Horrible ping spikes and packet loss

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If your friend is on Virgin Media, then that would be the reason.

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