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Vdera
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Message 1 of 27
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High Latency between 18:00 and 23:00

For the last few weeks, I've been getting very high latency between the hours of 18:00 and 23:00. This is making online gaming very difficult.  I'm currently on the 200MB package.

I've attached a line quality graph for the past 24 hours

81e7ed53c27bfe863feebf95d7fa4d1b-25-10-2016

 

 

 

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Message 2 of 27
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Re: High Latency between 20:00 and 23:00

Hi there Vdera,

 

Thanks for posting and a big welcome to the community Smiley Very Happy

 

Sorry to hear about the connection problems you had recently.

 

I've taken a look this afternoon and nothing stands out in error. Has this settled down now?

 

Hope to hear back from you soon,

Take care.

Heather_J

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Message 3 of 27
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Re: High Latency between 20:00 and 23:00

 

 

No improvement.  It happens consistently each evening around 6pm, with latency peaking at around 300ms.

I've checked signal levels, SNR etc and they're all well within tolerances.

It would appear to be down to over-utilisation of the network

 

 

200f10c1bad88369b1087cbf613f2cb1-03-11-2016

fce1875cb50f564ead3a763deb4b98c1-02-11-2016

d4ee1fbcee3a727f885694e65fbe13b3-01-11-2016

 

These graphs are for the past 3 days, the most recent being at the top.  I play a lot of online games during the evening and this issue is making is impossible to play normally.  Any help getting this issue resolved would be appreciated.

On a side note: The "My Offers and Upgrades" of this site has been throwing errors at me for the past 4 days, regardless of browser used or location I'm browsing from

Screenshot (1).png

 

 

 

 

 

 

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Message 4 of 27
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Re: High Latency between 20:00 and 23:00

Hi Vdera,

 

Thanks for getting back to us.

 

I've taken a look at the network and there is a high peak time traffic fault raised in your area. The reference number is F004847708 and with a review date of 8th March 2017.

 

One of my colleagues will be in touch shortly with more information in regards to this issues. 

 

I'm sorry for the delay and the inconvenience caused.

Regards

Sam


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Message 5 of 27
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Re: High Latency between 20:00 and 23:00

Just so you're aware, the picture I posted showing the error on the 'My Upgrades' section of the website still persists.  That's 2 months now with the same error that's apparently being fixed.  What's going on over there, seriously?!

Another Question regarding the over-utilisation in my area.  I have a BQM running as you'll have seen from previous posts.  I understand that during peak times I'll likely get reduced speed and increased latency, what I don't understand is what appears to be quite uniform spikes in the latency happening a key times, always on the hour.  I always get huge spikes at 4am, 6am, 4pm and 6pm.  As mentioned, they're all too consistent to be down to over-utilisation alone, what else could be causing this? Does something happen on the network at these times?  I'm curious if there are further issues on the network that could be amplifying my problems.

Thanks.

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Message 6 of 27
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Re: High Latency between 20:00 and 23:00

Hi Vdera,

 

Thanks for getting back to us.

 

I'm unable to see any issues that would cause latency at the times you mentioned.

 

Are you able to post an up to date BQM post please for us to take another look please?

 

Speak soon

Sam


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Message 7 of 27
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Re: High Latency between 20:00 and 23:00

Here's a snapshot of earlier this morning.

http://www.thinkbroadband.com/ping/share-thumb/680da764d3d23117a021e188d2b2e649-16-12-2016.png

You can see quick spikes around 3am, 4am and 5am

Also, the error on the website STILL persists!

680da764d3d23117a021e188d2b2e649-16-12-2016

 

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Message 8 of 27
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Re: High Latency between 20:00 and 23:00

Hello Vdera,

 

Thanks for getting back in touch Smiley Happy

 

Sorry to hear that you're still having problems with your connection. I've taken a look this evening and at the moment your downstream power levels are out of range.

 

It would be best to arrange for an engineer to call around to investigate this.

 

I'll drop you a PM (purple envelope, top right) with the appointment info.

 

Speak with you very soon,

Take care.

Heather_J

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Message 9 of 27
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Re: High Latency between 20:00 and 23:00

So, just had an update since today is the review date.  New review date is August!  I'm curious, what do you review?  Do you just look out the window and pick a new date?

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Message 10 of 27
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Re: High Latency between 20:00 and 23:00

Hey Vdera,

Good to hear from you Smiley Happy

Sorry to hear you're still having problems, I really appreciate your patience. The review date is when we can expect the engineers on the job to update the fault ticket. They then set another review date around the work planned in the area. I know it seems like a long time between dates, please accept my apologies for the continued inconvenience.

Take care.

Heather_J

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