High Latency and poor connection PC or Consoles

[ryan-jp]

Hi, I have the 600m service which is no issue on speed, however the quality of connection is poor for any users trying to play games on wireless or wired, devices include PC, Xbox series x and PS5.

doesnt seem to make a difference if one or all on and usually its just me or my son on the PS5, Nat is open and we reboot the modem when required, I also tried connecting an asus ax88u router and prioritise the devices but still no better.

games connect to accounts and servers but once in a game we see constant jitter and if turn on the monitoring can see ping anywhere from 20 - 300ms but its constantly up and down not just a one off or the beginning of a game, its consistently poor in multiple games such as COD, FIFA, Battlefield etc.

I am wired direct from hub 4 to device and still terrible to the point where I dont actually enjoy it anymore, it has been like this for months now and recently through the day randomly dropping connection and requiring a restart but this has been the first time I have reported as genuinely had enough, please could someone help me get to the root cause and send an engineer if required? 

[ryan-jp]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/7667dcb665056d810fd8abcf557db5e9dccbe723

[ryan-jp]

BQM in the last hour clearly shows issues ? should i call tomorrow to arrange an engineer or could it be reviewed and arranged please?

[Andrew-G]

Search for posts mentioning "over-utilisation".  BQM isn't a full 24 hours, but even what there is looks grimly definitive.

By all means try phoning in for a technician, but if my suspicions are correct that won't help, I'm afraid.

[ryan-jp]

Thanks for looking and the reply, do my HUB levels look ok to you please?

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

3.0 Downstream channels

Channel	Frequency (Hz)	Power (dBmV)	SNR (dB)	Modulation	Channel ID
25	331000000	2	37.6	QAM256	25
1	139000000	4.6	37.4	QAM256	1
2	147000000	4.6	37.6	QAM256	2
3	155000000	4.4	37.6	QAM256	3
4	163000000	3.8	37.6	QAM256	4
5	171000000	3.2	37.6	QAM256	5
6	179000000	2.8	37.6	QAM256	6
7	187000000	3	37.6	QAM256	7
8	195000000	2.7	37.6	QAM256	8
9	203000000	2.7	38.6	QAM256	9
10	211000000	2.6	37.6	QAM256	10
11	219000000	2.8	38.6	QAM256	11
12	227000000	2.6	38.6	QAM256	12
13	235000000	2.6	37.6	QAM256	13
14	243000000	2.5	38.6	QAM256	14
15	251000000	2.7	37.4	QAM256	15
16	259000000	2.9	38.6	QAM256	16
17	267000000	2.9	38.6	QAM256	17
18	275000000	3	38.6	QAM256	18
19	283000000	2.9	38.6	QAM256	19
20	291000000	3	38.6	QAM256	20
21	299000000	2.3	38.6	QAM256	21
22	307000000	2.2	37.6	QAM256	22
23	315000000	1.8	37.6	QAM256	23
24	323000000	2.1	37.6	QAM256	24
26	339000000	1.8	37.6	QAM256	26
27	347000000	1.8	38.6	QAM256	27
28	355000000	1.9	38.6	QAM256	28
29	363000000	1.7	38.6	QAM256	29
30	371000000	1.4	39	QAM256	30
31	379000000	1.5	38.6	QAM256	31

[ryan-jp]

3.0 Downstream channels

Channel	Lock Status	RxMER (dB)	Pre RS Errors	Post RS Errors
25	Locked	37.636276	0	0
1	Locked	37.355988	0	0
2	Locked	37.636276	0	0
3	Locked	37.636276	0	0
4	Locked	37.636276	0	0
5	Locked	37.636276	0	0
6	Locked	37.636276	0	0
7	Locked	37.636276	0	0
8	Locked	37.636276	0	0
9	Locked	38.605377	0	0
10	Locked	37.636276	0	0
11	Locked	38.605377	0	0
12	Locked	38.605377	0	0
13	Locked	37.636276	0	0
14	Locked	38.605377	0	0
15	Locked	37.355988	0	0
16	Locked	38.605377	0	0
17	Locked	38.605377	0	0
18	Locked	38.605377	0	0
19	Locked	38.605377	0	0
20	Locked	38.605377	0	0
21	Locked	38.605377	0	0
22	Locked	37.636276	0	0
23	Locked	37.636276	0	0
24	Locked	37.636276	0	0
26	Locked	37.636276	0	0
27	Locked	38.605377	0	0
28	Locked	38.605377	0	0
29	Locked	38.605377	0	0
30	Locked	38.983261	0	0
31	Locked	38.605377	0	0

3.1 Downstream channels

Channel	Channel Width (MHz)	FFT Type	Number of Active Subcarriers	Modulation (Active Profile)	First Active Subcarrier (Hz)
159	96	4K	1880	QAM2048	392

3.1 Downstream channels

Channel ID	Lock Status	RxMER Data (dB)	PLC Power (dBmV)	Correcteds (Active Profile)	Uncorrectables (Active Profile)
159	Locked	41	2.8	44600546	0

[ryan-jp]

3.0 Upstream channels

Channel	Frequency (Hz)	Power (dBmV)	Symbol Rate (ksps)	Modulation	Channel ID
1	46200000	41.3	5120 KSym/sec	64QAM	1
2	25800000	40.8	5120 KSym/sec	64QAM	4
3	32600000	40.8	5120 KSym/sec	64QAM	3
4	39400000	41.3	5120 KSym/sec	64QAM	2

3.0 Upstream channels

Channel	Channel Type	T1 Timeouts	T2 Timeouts	T3 Timeouts	T4 Timeouts
1	US_TYPE_STDMA	0	0	1	0
2	US_TYPE_STDMA	0	0	0	0
3	US_TYPE_STDMA	0	0	0	0
4	US_TYPE_STDMA	0	0	0	0

[ryan-jp]

can anyone please review the readings from my HUB and advise if it all looks ok ?

[Andrew-G]

All hub stats look good in that snapshot.  Staff can see more than those snapshots but I don't think it's a problem with the hub.

[ryan-jp]

Thanks again for helping its appreciated