Bad Latency/High Ping

[cfreeman]

I had really bad packet loss/burst and high latency, it became unplayable and i thought it was an over utilisation issue so spoke to live chat and they sent out an engineer. The engineer said nothing was wrong and everything looked normal but before he left he checked something underground and said it will need someone else to come out and fix it. About a week later someone came and found damage to the cable outside running into the house so they replaced that (and inside just to be safe) and now my ping has doubled and latency is even worse. I will attach a BQM from the last 24Hrs.

Hub 3 in modem mode connected to TPLink AX1500

on the 350mbs package (speed is always fine)

I have literally tried everything (new router, changing DNS, port forwarding, ethernet settings to improve performance) 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/77ff83f7118a1dda32d26ba57df29ce94a...

[gary_dexter]

Post the Network, Upstream and Downstream logs from the hubs admin pages back here as text 

[cfreeman]

Downstream bonded channels
Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID
1 339000000 6.5 37 256 qam 26
2 203000000 6.6 38 256 qam 9
3 211000000 6.1 38 256 qam 10
4 219000000 6 38 256 qam 11
5 227000000 5.8 38 256 qam 12
6 235000000 5.3 38 256 qam 13
7 243000000 5 38 256 qam 14
8 251000000 4.8 38 256 qam 15
9 259000000 5 38 256 qam 16
10 267000000 5 38 256 qam 17
11 275000000 5 38 256 qam 18
12 283000000 5.3 38 256 qam 19
13 291000000 5.1 37 256 qam 20
14 299000000 6 37 256 qam 21
15 307000000 6.5 37 256 qam 22
16 315000000 6.5 37 256 qam 23
17 323000000 6.4 37 256 qam 24
18 331000000 6.4 37 256 qam 25
19 347000000 6.5 37 256 qam 27
20 355000000 5.9 37 256 qam 28
21 363000000 6 38 256 qam 29
22 371000000 5.9 38 256 qam 30
23 379000000 5.8 38 256 qam 31
24 387000000 5.8 38 256 qam 32

Downstream bonded channels
Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors
1 Locked 37.3 23 0
2 Locked 38.9 21 0
3 Locked 38.6 6 0
4 Locked 38.6 8 0
5 Locked 38.9 21 0
6 Locked 38.9 9 0
7 Locked 38.6 19 0
8 Locked 38.6 16 0
9 Locked 38.6 10 0
10 Locked 38.9 16 0
11 Locked 38.6 6 0
12 Locked 38.6 15 0
13 Locked 37.3 6 0
14 Locked 37.6 7 0
15 Locked 37.6 16 0
16 Locked 37.3 18 0
17 Locked 37.3 26 0
18 Locked 37.6 24 0
19 Locked 37.3 23 0
20 Locked 37.6 17 0
21 Locked 38.6 11 0
22 Locked 38.6 7 0
23 Locked 38.6 1 0
24 Locked 38.6 12 0

Upstream bonded channels
Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID
1 60300004 45.5 5120 64 qam 1
2 39400117 43 5120 64 qam 4
3 46200009 44 5120 64 qam 3
4 53699961 44 5120 64 qam 2

Upstream bonded channels
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

[Beth_G]

Hi cfreeman,

Welcome to the Community Forums! Thank you for your first post.

I am sorry to hear you've been having a lot of trouble with your broadband connection in terms of latency and ping. I've been able to locate the back end of your services and everything is looking completely normal at this end. From here, we can see that your latency is pretty low and not something that should be causing you any real issues. Can also see that you're receiving optimal speeds as you mentioned.

I've had a look to see if there are any signs of congestion in the area too but there's nothing really concerning. How are you connected to your hub? Are you connected wirelessly or via wired connection? Are you also receiving high ping on certain sites or when gaming online?

Thanks

[legacy1]

Enable QoS/BWM on your router with 350Mb (358400Kb) down and 35.1Mb (35942Kb) up.

Run and change bufferbloat
https://www.waveform.com/tools/bufferbloat

[cfreeman]

Thanks for the reply.

I'm connected through ethernet and i am getting high ping/latency when gaming online. 

Something weird happened though, at 12 midnight tonight my ping/latency dropped on my BQM, i will attach a picture.

So from 12 it has been the best it has ever been going from 50-60 ping in game, to 19-23. 

I will keep a check on this and reply back tomorrow to see if it has stayed the same.

[cfreeman]

I have enabled QoS with 350mb down and 35.1 up, i will test this and reply back tomorrow. 

Bufferbloat test came back decent (grade A) but does say latency increased under load. 

[gary_dexter]

Post the live share URL to your BQM 

[cfreeman]

https://www.thinkbroadband.com/broadband/monitoring/quality/share/dff27a6c3ccc4e3530d4e131a01bb7b563...

[BaldrickBravo]

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@cfreeman wrote:

Bufferbloat test came back decent (grade A) but does say latency increased under load. 

---

A speed (bandwidth!) test will always increase latency. Especially with QoS enabled, unless ICMP traffic is prioritised.

I wished my BQM looked that good. It only does when my VM line is down and my dynamic DNS is updated to use the backup line.