Data is slow to retrieve and ping spikes are frequent

[DeanD]

Hi There,

I'm on a Red Internet & Phone 200 cable package, with the Upload Option 50 upgrade. Since having the service I've had ping spikes on and off, devices becoming unresponsive on Wi-Fi until reconnect and data taking a long time to initially start being retrieved (apps or browsers just sit there stunned for 2 or 3 seconds before loading, on mobile, laptop and PS4; on wired and Wi-Fi).

This evening the ping spikes have gotten especially bad, with my speed regularly deteriorating by 100ms or so. Here in the first two pictures you can see the terrible jitter performance I'm getting on my mobile:

And here you can see a better download speed on the laptop but a much worse ping, and a similar upload speed that's way under the potential 50:

After some Googling I saw some people claiming that IPv6 was the cause (links here and here), which according to my network properties I have enabled. 

Please can someone contact me to try and resolve ASAP? At present it's impossible to do anything that requires a fast response time and general Internet use is absolute torture.

Kind Regards,

Dean

[ERFD]

Hello, DeanD,

the latencies in your examples are not in the range where lags occur. Are the restrictions only in the evening? Do the restrictions also exist via LAN?

Best regards Fred

[DeanD]

Hey Fred

The spikes are definitely very real though. The thing to pay attention to in my examples are the jitter levels. You can see in one I've got a variance of 100ms at worst. I can see myself teleporting all over the place during online games, and like I say, in general the connection seems slow to respond to initial requests.

I am seeing issues  via Wi-Fi and ethernet, and is most noticeable when gaming via ethernet. I would say it's worst during evenings and weekends yes, though I don't use heavily during weekdays, so can't be certain.

Cheers,

Dean

[Wallace]

Hi,

There is nothing to see that could explain the ping spikes and jitter. Can you please perform a factory reset with the router?

Regards

Wallace

[DeanD]

Hey Wallace,

Still the same after a factory reset. I had a jitter around 67ms at points, and still seeing myself teleport around.

Cheers,

Dean

[DeanD]

It's worth saying I'm still seeing devices maintain Wi-Fi connection but lose Internet capability regularly. The only solve seems to be turning Wi-Fi off and on again on the affected device.

[Wallace]

Hey,

are there interruptions in the 2.4 and 5GHz WiFi?

Regards

Wallace

[DeanD]

Hi Wallace,

Yes I get problems on both 2.4 and 5. In fact I just had my Internet disconnect for around 15 minutes completely (flashing red light for Internet on the router).

Cheers,

Dean

[Wallace]

Hey,

since the line is clean, I suspect that the router is defective and should be replaced. Is it okay if I replace the router?

Regards

Wallace

[DeanD]

Hi Wallace,

Yeah that sounds good to me. Thank you. 🙂

Dean