Huge Ping and packet loss

[bbirtwell]

Over the last 10 days we have been suffering from extremely high ping timeouts, up to 600ms and extensive packet loss. This is not only making gaming impossible due to game lag or even being booted out of games on both PC and consoles, but is also affecting normal web browsing.

It is all well and good having high speed internet (a Volt Oomph 1gb), but when the quality of service with such ping issues and packet loss means that the high speed cannot be used, this then becomes unacceptable. Please respond with details of what is causing this and the steps that are being taken to rectify the issues.

Lancashire area if this makes any difference.

Thanks

[Akua_A]

Hi @bbirtwell 

Welcome to our community forums and sorry to hear you are having issues with packet loss and ping on your service. We can understand the inconvenience caused when trying to game or browse the internet. I can, however, see you have recently been in contact with our team regarding this issue. Has the issue been resolved with our team? Do you need any further help?

Thanks,

[bbirtwell]

There is an engineer booked for Saturday. Will have to see how that goes. Thanks

[bbirtwell]

The engineer came out on Saturday and made some changes to the settings. Unfortunately the problem remains particularly when gaming or in video calls

[Client62]

What does test this show...

https://www.samknows.com/realspeed/

Once the test begins click on: Run full test to see Latency, Packet Loss, Jitter, Upstream rates

[bbirtwell]

I have done several tests with samknows but the problem is intermittent. We have been monitoring with thinkbroadband. Attached is a screenshot from today

 

[bbirtwell]

And this is from yesterday 

 

[bbirtwell]

 

 I have been told that the pictures did not appear on my post yesterday. These are them again. If you cannot see them please comment to let me know. Thanks

[bbirtwell]

The images were not allowed as it showed personal information, presumably the IP address

 

 

[John_GS]

Thanks for coming back to us @bbirtwell 

Your levels are still out of spec, I'll send you a PM to book in another tech.

Best wishes.