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Packet Loss and Latency Spikes after upgrade

KIngsley89
Team Player
Message 59 of 59

Good Day All

 

So My Router is The Huawei Echolife dg8041w home gateway. i have the Fibre 60 package.

 

I had 0 problems at all and a incredibly smooth experience on my previous fibre40 package with my router configured to forward the right ports and my console set into a DMZ. connected via Ethernet on LAN

 

My Problem started when a support person pushed an firmware update to my router making it Version . after reconfiguring my ports and DMZ i have the issue below

KIngsley89_0-1626343825390.png

i will experience a sudden spike in latency from 20-40ms up too 300 - 400 and the packet loss would spike to 40 - 60 % from 0 at sporadic but frequent intervals. probably 4 - 5 times a minute. 

 

unbelievably frustrating when playing games, i wish i never upgraded 😞

 

can anyone advise me please?

can i roll back my firmware?

 

Many thanks

 

 

 

Big_K
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58 REPLIES 58

Message 1 of 59

Hi Kingsley89,


There's contact information for our loyalty team here, please let us know if you need any further assistance


Chris

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Message 2 of 59

Thank you for checking,

 

I was hoping the sync was yet to be completed and might explain the problem.

 

how would I go about contacting the loyalty team directly?

 

I initiated a chat with an agent and am currently going through there scripted checks, on the plus side my speed test indicated 27mb then another run was 50mb giving me something evident to help explain.

 

we checked the Test socket speeds etc. and concluded once more that the problem is in the home. i was offered an information pack that explained how to optimise, which with nothing to lose I took however this pack revolves around WIFI optimisation. my gaming devices are wired. 

 

I guess its now on me to troubleshoot internally.

 

 

 

 

Big_K
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Message 3 of 59

Hi,

 

I've re-checked now and it looks like the optimisation period has finished as the last profile change was 5 days ago. The sync speed currently looks consistent and the errored seconds are low.

 

Thanks

 

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Message 4 of 59

Hey Michelle,

 

Apologies for my frustration,

 

in terms of the optimisation where is it on its journey please? i believe the engineer came two weeks ago today

Big_K
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Message 5 of 59

Morning,

 

I'm sorry to hear that. I'd recommend contacting our Loyalty Team directly so that they can look into this for you.

 

Thanks

 

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Message 6 of 59

The engineer has  visited, 

 

today I am again very unhappy, the latency spikes have started to occur again in all games and whilst browsing or st

 

Can you just put it back to fibre 40 or 35 or whatever it was before... the upgrade was suppose to be an upgrade, extremely disappointing and frustrating. Haven’t had problems with you in all the years I been a customer.

 

Honestly I don’t feel like you understand how to fix it.

Big_K
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Message 7 of 59

Hello,

 

I'm really sorry for the delay in getting back to you. I've re-run the line test now which is clear and I can see that DLM has been adjusting the sync speed over the last few days. I also can't see any errors on the line. If this is still happening when connected wired at the test socket with 2 different routers then the only option we have is to arrange an engineer visit. Would you like to go ahead with this? It may also be worth waiting until the optimisation has fully completed.

 

Thanks

 

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Message 8 of 59

Appreciate it, 

 

 

Big_K
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Gliwmaeden2
Community Star
Message 9 of 59

I'll re-escalate this thread, @KIngsley89

Gliwmaeden2, a fellow customer.
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Message 10 of 59

@Karl-TalkTalk 

@Debbie-TalkTalk 

@Michelle-TalkTalk 

@Chris-TalkTalk 

 

appreciate all efforts up to now however, we are still not there , what are the next steps to be taken?

Big_K
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Message 11 of 59

Karl has yet to respond to my PM therefore, I am bringing back to the forum.

 

Engineer came Monday last, found a battery(something touching it) on the line between the cabinet and the pole. changed my line over found a HR (high resistance) on he pole, which he fixed. line test all showed fine.

 

so we are clear:

Issue 1: Latency Spikes

Jumps in latency and packet Loss (poor connection)

although on Monday I experienced no issues in the immediate time after he left. although yesterday I experienced a bout of issues with spikes up to 400ms that held for 10-20 minute periods I did NOT restart the router or anything like that I just left it be as instructed by the engineer. restarting the device had NO effect. i appreciate there is a "bedding in" period however this seems a little extreme. update - this problem has stabilised and happens only once or twice per session lasting for a couple of seconds.

happy with the above. 

 

Issue 2: Packet Burst

this issue remains at all times happens 5-10 times a minute where I will get an indicator showing 3 orange squares and the game will jump forward or freeze momentarily. This issue still is occurring having connected to my neighbours WIFI to find few issues (other than the expected instability from a poor WIFI connection).

 

I have tried the below:

to use a different console

full reinstall of the game

restored console to factory settings.

using internal and external drive

sadly to no avail. 

 

I must reiterate my point that this DID NOT happen prior to my upgrade.

 

please advise on next steps here.

Big_K
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Message 12 of 59

Hi

 

I've sen you a PM.

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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KIngsley89
Team Player
Message 13 of 59

Morning All,

 

I am now experiencing 10 - 15 minute latency spikes, up to 400 -500 ms with packet burst. these new spikes are effecting the speed of the connection also.

when running a speed test during the spike the reading goes from ~70mb to around 20.

 

a reset of the router will help temporarily until it breaks again.

 

I am at my wits end please advise?

Big_K
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Message 14 of 59

Hey Karl and all,

 

Yes, is there an Networking specialist that I can talk to on the phone? fully explain the issue that I am having?

 

I have completed a lot of research my side on the issue. and what on the surface appears to be packet loss is actually packet burst (packets that arrive misaligned or out of order). the main cause of this is the routing of the traffic, although there can be many causes, a lot of which I have troubleshooted.

 

this video properly identifies my issue and shows great examples

 

my mind wonders to a place that says this...

  • when I moved from fiber 40 to fiber 60 (approximately) what changed, specifically that has caused this to happen? 
  • Can that changed be reverted in an attempt to isolate the problem even if temporarily.
  • can different routing be attempted somehow. DNS changes don't seem to help.

I appreciate all of your assistance up till now, currently open to anything here to get back to a happy gaming place.

 

One of the recommendations is a change of ISP which is currently not on my radar considering I feel you are willing to help towards a solution.

 

many thanks. 

 

 

Big_K
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Message 15 of 59

Hi

 

As you have completed all testing with multiple routers then the next option is to arrange an engineer. 

 

Would you like to progress with this ?

 

Thanks  

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars

Working From Home Tips


Please log in to My Account if you need to view or pay your bill, manage boosts and track your usage. From My Account you can also check your connection and test your line for any issues in the Service Centre.


WEAR A MASK      -      WASH YOUR HANDS      -      SOCIAL DISTANCE

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Message 16 of 59

Hey,

 

Yes i currently have a selection of your routers the huawei and the sagemcom, all present a similar issue. sporadic packet loss and latency spikes.

Big_K
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Message 17 of 59

Hi KIngsley89

 

Apologies. Is the same fault present on 2 different routers (different make and model)

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Message 18 of 59

Hey @Debbie-TalkTalk 

 

im not sure if the is "Have you tried splitting the SSID's? Split your router's SSID (wireless network name)" is aimed at me ?

 

seems to be wireless focused by problems are on LAN please could you advise further?

Big_K
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Message 19 of 59

ROuter:

Sagemcom Fast 5364 3.00

 

Firmware:

KIngsley89_0-1628090054779.png

KIngsley89_2-1628090881341.png

 

Lots of the below DNS resolution Errors in the logs.... is that significant at all?

KIngsley89_1-1628090756645.png

 

 

Big_K
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Message 20 of 59

Hi Kings

 

In regards to your router, I can't connect to your router to check the firmware version. Which router are you using? (make and model)

 

Have you tried splitting the SSID's? Split your router's SSID (wireless network name)

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