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Bloodraven
Aspiring Contributor
684 Views
Message 1 of 25

Latency Issue - Ping Jitter Whilst Streaming

Ok so I'm going to start a thread of my own even though there are several threads on this topic already.

In fact I have complied some of them here:

Spoiler

29-07-2018 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Latency-problems/td-p/1866282

02-08-2018 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/When-are-we-going-to-get-a-fix-for-the-ridiculo...

23-08-2018 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Stumped-by-high-ping-spikes/td-p/1874362

18-12-2018 -> Present (Unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Ping-Jitter-from-20ms-to-250ms-every-5-seconds-...

10-01-2019 -> Present (Unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Latency-Ping-issues/td-p/1914254

14-01-2019 -> SOLVED
https://community.bt.com/t5/BT-Fibre-broadband/Horrible-ping-spikes-and-packet-loss/td-p/1915395

20-01-2019 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Unstable-connection-high-ping-spikes/td-p/19168...

23-01-2019 -> Present (Unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Ping-Latency-spikes-for-3-months-straight/td-p/...

11-02-2019 -> Present (Unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Latency-issue/td-p/1922286

23-03-2019 -> Present (Unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Recent-online-gaming-ping-spikes-when-streaming...

22-06-2019 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Latency-Variation-Ping-Spikes-during-online-gam...

27-07-2019 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Lag-lag-and-more-lag/td-p/1957891

01-08-2019 -> Present (Unsolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/High-ping-and-streaming-services/td-p/1959141

13-08-2019-> Present (unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Lag-Spikes-during-combined-gaming-streaming/m-p...

13-08-2019 -> Present (Unresolved)
https://community.bt.com/t5/Home-setup-Wi-Fi-network/Lag-spikes-while-gaming-and-watching-Twitch-str...

These are not all the threads that have been made about this topic and there are plenty of comments from other users within these threads who have complained about the same issue without making a new separate thread of their own. I approximate the list of thread I have posted to have a combined view count of over 26,000  and 800 comments as of the time of this post.

______________________________________________________________________________________________________

The Problem

Ok so the issue has already been described but let me just re iterate it. Since approximately December time of last year I have been experiencing high latency when a video stream is playing on a connect device. This can be any of the connected devices and at quality; for example my broadband package is 38 Mbps, even a 720p stream on twitch that uses around 2.5 Mbps can make every other device have severe ping jitter. 
The ping jitter is not always the same frequency and same delay but is usually at least spikes of a 100ms -200ms sometimes over 300ms. See below for an example of what happens with 1 twitch 1080p60 stream open.

16.08.2019 14.37 - 1 1080p stream.png

I have my PC wired directly into the router with a ethernet cable, the router connects with an RJ11 into a entension socket and this extension socket is hardwired directly into the master socket - bypassing the front ports.

Other devices in the house include 1 more PC connected via ethernet, a BT TV box connected by power line adapter.

I have ruled out any of the connected devices being faulty, I have disconnected them all and tested them all with only themselves connected to the router they all suffer this problem. I have plugged the router into the master socket and connected 1 single device (a laptop via ethernet) and the problem is still present.

______________________________________________________________________________________________________

Support Timeline

After suffering from the problem every day over the past 7 months or so I finally decided to ring support (didn't want to ring because I knew it was going to be a hassle)

29-07-2019 - 2 customer support staff over the phone said my issue wasn't an issue and that I'm not quoted for a ping speed - so in essence they where telling me to suck it and who cares if it worked fine for 4 years up until 6 months ago. They said no fault was detected.

3rd customer support staff was very helpful - he found a fault on my drop line and booked an engineer to come and fix it.

01-08-2019 - Engineer came and fixed the drop wire issue - he said it was pinched slightly, he also installed a bracket on the side of my house to help with the weight. He also replaced the front 2/3rds of my master socket. He ran a bunch of tests and said my wires where fine, he reset my profile and told me to wait a week.

13-08-2019 - A week later the issue is still present so I rang up again, luckily this time the first person was helpful and he sent out a different type of engineer (can't remember what they are called).

16-08-2019 - Engineer came he had a look inside the extension socket that the router plugs into and also the master socket, he agreed with the previous engineer there is no fault inside my home - he said the only thing he could do was replace my router even though he doubted it would do anything.  He told me to keep complaining to BT about this problem. 
______________________________________________________________________________________________________

 

So here we are, how do we get into contact with somebody high enough within the BT structure who knows the bigger picture and can actually tell us if anything is going to be done about this. 

 

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24 REPLIES 24
Bloodraven
Aspiring Contributor
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Message 2 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

So im going to be posting frequently documenting all future issues. If anyone needs me to record extra metrics tell me what program I need etc and I will do it.

Currently getting bad spikes and I'm not live streaming or watching youtube. I'm reading a text based article thats already pre loaded for the past 20 minutes and my brother is playing a match of DOTA 2. Hes obviously the one who notices the terrible ping. I believe the bandwidth usage of DOTA 2 is roughly 20 kB/s. 

 

16.08.2019 22.13 - 1 Game of DOTA 2 no streaming.png

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h3x1e
Expert
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Message 3 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

That's some pretty high packet loss within your home network as you can see form the first hop (40%-50%) ish. Don't know if the ethernet is going through a floor or something is interfering withit, but it's kinda weird to see that much packet loss on a LAN.

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Bloodraven
Aspiring Contributor
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Message 4 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming


@h3x1ewrote:

That's some pretty high packet loss within your home network as you can see form the first hop (40%-50%) ish. Don't know if the ethernet is going through a floor or something is interfering withit, but it's kinda weird to see that much packet loss on a LAN.


The router is in the same room as my PC about 30 cm away from my computer so the ethernet cable is really short. My brothers PC has an ethernet that goes through a wall but it really should not make a difference. None of the wiring changed it just started happening at the end of last year, it worked fine with this setup previously for well over 2 years probably closer to 5 years. 

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Bloodraven
Aspiring Contributor
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Message 5 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

Here is what it looks like when the network is idle, the spike is when visual studio decided to do a background update.

17.08.2019 11.49 - Idle.png

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Bloodraven
Aspiring Contributor
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Message 6 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

Just found out that my router dropped connection at around 2am this morning

17.08.2019 11.45 - 2am dropout.png

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Bloodraven
Aspiring Contributor
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Message 7 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

Again having loads of fun today with the internet, even when im doing casual browsing it's causing ping issues so my brother cannot play DOTA 2 even when I'm on reddit. At this point its down to only 1 person can use the internet at a time, its a joke.

Earlier today:
17.08.2019 17.35 - open twitter.png

 

Just now:

17.08.2019 23.27 - Idle Ping.png

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Bloodraven
Aspiring Contributor
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Message 8 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

Had my router drop connection again at 12:57

18.08.2019 12.57 - disconnect.png

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Moderator
Moderator
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Message 9 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

Hi @Bloodraven,

Thank you for posting. I'm sorry you're seeing latency on your connection while trying to game. Being a bit of an online gamer myself I can understand how frustrating this can be.

I'd like to take a look at your connection to see if there is anything I can do to improve things. 

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB

shamus1
Expert
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Message 10 of 25

Re: Latency Issue - Ping Jitter Whilst Streaming

paddy b you can improve things for us all if you get bt to fix the issue as its not just one persons connection as looking at all the reports and I also am suffering with the same problem but I cant be bothered with it anymore and contracts up soon so will be leaving unless they do admit and are working on fixing it,i know its not your fault paddy and this is not a dig at you or anyone but too many complaints about this issue and no response from bt to say sorry to us all or any statement about it.ive had engineers here recently as I had dropping connection and they fixed that but still latency issues.

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