High latency

[robsmith1993]

experiencing high latency and ping spikes which I assumed was down to over utilisation but even after peak times I am having these problems. I was gaming on halo after 12am and lagging everywhere. My friends who live on the same street who have virgin media don’t have any issues with lag so I’m trying to get to the root of the problem and not sure where the best place to start is. I’ve tried a few things like getting my own tp-link router but this hasn’t fixed the problems I’ve been having with online gaming.

[robsmith1993]

Downstream bonded channels

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

1	723000000	13.4	38	256 qam	40
2	539000000	13.5	37	256 qam	17
3	547000000	13.4	37	256 qam	18
4	555000000	13.8	37	256 qam	19
5	563000000	14.4	37	256 qam	20
6	571000000	15	38	256 qam	21
7	579000000	14.5	37	256 qam	22
8	587000000	14.5	37	256 qam	23
9	595000000	14.8	37	256 qam	24
10	603000000	14.9	37	256 qam	25
11	611000000	14	37	256 qam	26
12	619000000	14	38	256 qam	27
13	627000000	13.5	37	256 qam	28
14	635000000	13	37	256 qam	29
15	643000000	13	38	256 qam	30
16	651000000	13.4	38	256 qam	31
17	659000000	13.8	38	256 qam	32
18	667000000	13.6	38	256 qam	33
19	675000000	14	37	256 qam	34
20	683000000	14.5	38	256 qam	35
21	691000000	14.5	38	256 qam	36
22	699000000	14.1	38	256 qam	37
23	707000000	13.8	38	256 qam	38
24	715000000	13.6	38	256 qam	39

Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1	Locked	38.6	321	0
2	Locked	37.6	60	0
3	Locked	37.6	58	0
4	Locked	37.3	74	0
5	Locked	37.6	65	0
6	Locked	38.6	85	0
7	Locked	37.6	93	0
8	Locked	37.6	88	0
9	Locked	37.6	93	0
10	Locked	37.6	127	0
11	Locked	37.6	140	0
12	Locked	38.6	149	0
13	Locked	37.3	180	0
14	Locked	37.6	188	0
15	Locked	38.6	213	0
16	Locked	38.6	219	0
17	Locked	38.6	229	0
18	Locked	38.6	236	0
19	Locked	37.6	226	0
20	Locked	38.6	254	0
21	Locked	38.6	264	0
22	Locked	38.9	259	0
23	Locked	38.6	282	0
24	Locked	38.9	291	0

[robsmith1993]

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

1	60299861	40.7	5120	64 qam	1
2	25800004	38.8	5120	64 qam	6
3	32599981	38.8	5120	64 qam	5
4	39400009	38.8	5120	64 qam	4
5	46200000	39.3	5120	64 qam	3
6	53700024	40.8	5120	64 qam	2

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1	ATDMA	0	0	0	0
2	ATDMA	0	0	0	0
3	ATDMA	0	0	0	0
4	ATDMA	0	0	0	0
5	ATDMA	0	0	0	0
6	ATDMA	0	0	0	0

[David_Bn]

Good Morning @robsmith1993, I can look into this for you, check out the purple envelope in the top right hand corner for a private message from me

Kindest regards,

David_Bn

[David_Bn]

Hi @robsmith1993, thanks for coming back to me.

I've been able to find the account and have booked in the first available engineer appointment available, which you can view in your self-care account and amend is required.

Kindest regards,

David_Bn

[robsmith1993]

Ok that link doesn’t work for me though 

[David_Bn]

What happens when you click the link? Can you give this another try for me?

Kindest regards,

David_Bn

[robsmith1993]

Its ok i've been sent a text and i am happy with the appointment, I won't be in though my brother will. Are the technicians aware of the issue before arrival or will I need him to tell them what the issue is 

[Tom_W1]

Hi @robsmith1993, thanks for your post and great to hear the appointment suits you.

I'm happy to let you know that the notes have already been added to the technician's log for you, so they'll be aware of what the problem is (and resolve this more quickly) when they visit you on your timeslot).

If you've got any further questions, please don't hesitate to ask and also let us know if this persists following the techician's visit.

Regards