Forum Discussion

tearquack's avatar
tearquack
Joining in
2 years ago

high ping when gaming

im an m500 customer currently using the media hub 3 in modem mode with an asus rog strix gs-ax5400 router i play with a wired connection but am experiencing un playable levels of ping in game at any time of the day. outside of gaming everything seems to run fine downloads are quick and video streams without buffering etc. i have spoken to support about the problem but they run a speed test and tell me everything is fine so im hoping someone here can help as im about ready to cancel and go elsewhere. thanks in advance.

  • carl_pearce's avatar
    carl_pearce
    2 years ago

    That's where, hopefully, the UK team with help (They can check on your behalf).

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 years ago

    Create a BQM here and post the live link (Ensure your Asus allows 'Respond ICMP Echo (ping) Request from WAN' under firewall options.).

    • tearquack's avatar
      tearquack
      Joining in
      2 years ago

      just ran the Still having issues option and its saying looks like there are issues in your postcode affecting your service. this is an ongoing problem off and on which seems to be becoming more frequent is this likely to be the only issue here?

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 years ago

    Local area issues can cause what you are experiencing, however you can never tell how quickly they will be resolved.

    It could be oversubscription which can take months to resolve, or something as 'simple' as faulty hardware in a local cabinet which could take 48 hours to resolve.

  • tearquack's avatar
    tearquack
    Joining in
    2 years ago

    is there a way to get information on what the issue is or more importantly when it might be fixed? Its all so vague

    • carl_pearce's avatar
      carl_pearce
      Community elder
      2 years ago

      That's where, hopefully, the UK team with help (They can check on your behalf).

    • John_GS's avatar
      John_GS
      Forum Team
      12 months ago

      Hi tearquack 

      Thanks for posting and welcome to the community.

      Sorry to hear of the broadband issues. I've done a system check and there is an SNR issue you're affected by. 

      F011156147 - fault reference.

      The estimated fix date is the 23rd January. I do hope fixed beforehand but pop us a reply if not, and we'll be happy to help.