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Message 1 of 19

Poor response times and packet loss

Hi since xmas day I have been experianceing extra latency on all my network connections which is causeing major issues playing games and downoading moveies..


I have noticed an avarage ping response of between 150 and 400ms for 5 min periods since xmas day and continuing now when i ping  I have obviosuley reset the ruter various times and still see the same behaviour, speed test works and show my pitifull 19mb dowloAD IST AND BETWEEN 150 AND 300 K upload which is pnts but that is as good as it has ever got..


so I have seen this before and a line test cleared the issue but thta was on the old copper system so I am guessing a line test is useless except for the last mile but anyhow it made no difference.. 


Please help im super frustrated..


helpdesk info 


Information for Helpdesk agents

When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.

1. Product name:BT Home Hub 3.0B
2. Serial number:+058721+122930NY6E
3. Firmware version:V100R001C01B036SP05_L_B. Last updated 28/11/13
4. Board version:VER.D
5. WAN:PPP Connected
6. Data sent/received:45547632/825949507 B
7. Broadband
8. BT FON:Yes
9. Wireless network/SSID:BTHub3-2R8F
10. Wireless connections:Enabled (b/g/n, 20M, WPS Enabled)
11. Wireless security:WPA and WPA2
12. Wireless channel:Automatic/11
13. Firewall:Default
14. MAC Address:88:53:D4:07:62:05
15. Software variant:05_L_B
16. Boot loader:1.0.37-106.5
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Distinguished Sage
Message 2 of 19

Re: Poor response times and packet loss

Can you please run the BT speedtest further diagnostic test this test appears after the first test completes and post back the results
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Distinguished Sage
Message 3 of 19

Re: Poor response times and packet loss

If you use this checker it will tell what cabinet you are on and what services it can receive.
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Message 4 of 19

Re: Poor response times and packet loss

Telephone Number 01903xxxxxx on Exchange RUSTINGTON is served by Cabinet 8


Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    
FTTC Range A (Clean)16.1101.20.8--Available
FTTC Range B (Impacted)12.85.910.6--Available
WBC ADSL 2+Up to 9--7 to 11Available
WBC ADSL 2+ Annex MUp to 9Up to 17 to 11Available
ADSL MaxUp to 7.5--6.5 to 8Available
WBC Fixed Rate2----Available
Fixed Rate2----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast------Available





For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.


For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.


Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.

If the End User wishes to migrate from their current Broadband supplier they will need to contact them in the first instance to obtain a MAC (Migrations Authorisation) Code, and then contact their new Broadband supplier to arrange for the service to be migrated.


Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service.


Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.

Thank you for your interest.


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Message 5 of 19

Re: Poor response times and packet loss

download 18.95


upload 0.31


ping 38.25

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Distinguished Guru
Distinguished Guru
Message 6 of 19

Re: Poor response times and packet loss

And the result of the "Further Diagnostics" check?

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Message 7 of 19

Re: Poor response times and packet loss

hi this si the results of both tests requesded in reverse order, is that what you need ?  do you need anything else ?

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Distinguished Sage
Message 8 of 19

Re: Poor response times and packet loss

yes the further diagnostic section of the speed test click on further diagnostics when the first test completes
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Message 9 of 19

Re: Poor response times and packet loss

1. Best Effort Test: -provides background information.

 Download Speed
 14.12 Mbps
0 Mbps24.19 Mbps
Max Achievable Speed


 Download speedachieved during the test was - 14.12 Mbps
 For your connection, the acceptable range of speedsis 16.94 Mbps-24.19 Mbps .
 Additional Information:
 IP Profile for your line is - 24.19 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 0.34 Mbps
0 Mbps20 Mbps
Max Achievable Speed


Upload speed achieved during the test was - 0.34Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.


If you wish to carry out further tests,please click on 'Continue' button.If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results.

Please visit the FAQ if you are unable to understand the test results.

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Distinguished Sage
Message 10 of 19

Re: Poor response times and packet loss

and please edit out your phone number from the checker as this is a public forum viewed worldwide
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