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jhoran
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Latency issues

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I keep getting periods where the latency shoots up, sometimes it’s only a small amount, but it can go in to hundreds of milli seconds and then return to normal. When it happens anything that’s streaming dies. Tried using chat, but there sole solution was re-boot the hub which has made no difference.

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MikeRobbo
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Alessandro Volta
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Message 2 of 7
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Re: Latency issues

How are you connecting Wi-Fi or ethernet cable ?

It can be difficult diagnosing problems without some basic information.

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …

Can you set up a Broadband Quality Monitor (BQM) at thinkbroadband.com - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

 In the URL box paste the link you copied and then click OK - you can post the link straight away.

Then

 

Can you please

Type 192.168.0.1 (192.168.100.1 in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.


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BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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jhoran
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Re: Latency issues

Issue occurs on Ethernet bot WiFi connected devices.

There  are no issues showing on the status page or appearing on the phone line recording.

The hub signal levels are within guidelines 

All hub connections are tight and the hub has recently been rebooted as requested by support.

Here is an example report 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/f3724fbbac4daeb1509b67520f0166b0369bd6b8-15-08-2020]My Broadband Ping[/url]

 

 

 

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legacy1
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Alessandro Volta
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Re: Latency issues

Your connection can be better with the hub in modem mode with your own wireless router with 1Gb ports.

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jhoran
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Re: Latency issues

Totally agree with you on that. I just use the Virgin box to connect to the network, plus the monitor shows the spikes occurring on the Virgin network, when it happens.

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jhoran
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Re: Latency issues (retrying link to report)

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legacy1
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Alessandro Volta
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Re: Latency issues (retrying link to report)

Spikes can happen if you hit your upto speed limit up or down load you can use a router to QoS that.

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