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Need help?

Slow download, high ping, terrible upload

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11 REPLIES 11
Highlighted
Conversation Starter

Some help please. Fibre to cabinet but only 14mb download, 0.1mb upload and pings in the 100s to 1000+ millisecs. Also disconnections. Even low quality video calling not working, gaming impossible.

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Community Team - TT Staff

Hi rolandsizzers

 

I'm really sorry to hear this.

 

I've completed a line test which hasn't detected any faults and your line in sync at 40mb.

 

Please can you power down the router for a full 30 minutes and then run a speed test following this?

 

Thanks

 

Debbie

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Conversation Starter

28.6MB download, 0.32MB upload 18ms ping. Almost identical before and after the 30 mins off. Tested on ethernet and wifi - speeds almost identical. Struggling to even reply to you! It"s the upload speed that seems way too low. PS have suffered this issue before.

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Community Team - TT Staff

Hi rolandsizzers,

 

Thanks for trying this and I'm sorry to hear that the throughput speed hasn't increased. Could you run a wired ping and trace route and post the results into the thread. Do you also have a different router that you can test with?

 

Run a Ping or Traceroute

 

Thanks

 

Highlighted
Conversation Starter

Ping has started…

PING google.co.uk (172.217.169.3): 56 data bytes
64 bytes from 172.217.169.3: icmp_seq=0 ttl=55 time=13.205 ms
64 bytes from 172.217.169.3: icmp_seq=1 ttl=55 time=19.413 ms
64 bytes from 172.217.169.3: icmp_seq=2 ttl=55 time=20.421 ms
64 bytes from 172.217.169.3: icmp_seq=3 ttl=55 time=19.072 ms

--- google.co.uk ping statistics ---
4 packets transmitted, 4 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 13.205/18.028/20.421/2.828 ms

 

Ping has started…

PING google.co.uk (172.217.169.3): 56 data bytes
64 bytes from 172.217.169.3: icmp_seq=0 ttl=55 time=587.346 ms
64 bytes from 172.217.169.3: icmp_seq=1 ttl=55 time=689.457 ms
64 bytes from 172.217.169.3: icmp_seq=2 ttl=55 time=603.372 ms
64 bytes from 172.217.169.3: icmp_seq=3 ttl=55 time=129.565 ms

--- google.co.uk ping statistics ---
4 packets transmitted, 4 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 129.565/502.435/689.457/218.751 ms

 

Traceroute has started…

traceroute to google.co.uk (172.217.169.3), 64 hops max, 72 byte packets
1 www.routerlogin.com (192.168.1.1) 6.005 ms 2.696 ms 1.917 ms
2 * * *
3 ae54-ner001.csm.as13285.net (78.144.1.17) 93.523 ms 7.317 ms 6.980 ms
4 ae54-scr101.thw.as13285.net (78.144.1.16) 9.235 ms 9.224 ms 16.722 ms
5 72.14.243.46 (72.14.243.46) 146.698 ms 143.975 ms 146.967 ms
6 209.85.247.201 (209.85.247.201) 11.231 ms 13.298 ms 10.820 ms
7 209.85.241.93 (209.85.241.93) 10.522 ms 11.683 ms 10.956 ms
8 lhr25s26-in-f3.1e100.net (172.217.169.3) 9.142 ms 141.103 ms 10.561 ms

Highlighted
Community Team - TT Staff

Hi rolandsizzers,

 

Thank you. The results are showing high pings to the router, did you run the test when connected wired? Do you have a different router that you can test with to rule this out?

 

Thanks

 

Highlighted
Conversation Starter

Ethernet to back of router.

 

Dont think i have another vdsl router. However signed up to contract extension and expecting you to send me your latest modem?

 

Both wired and wireless speedtests constantly show low upload speeds and wildly varying pings. Have had this issue before and a previous issue with the phone as well.  

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Community Team - TT Staff

Hi rolandsizzers

 

I can send you a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

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Conversation Starter

Yiy can but as i said i think you are already sending me a new one anyway?

 

If you send a test router how do i get it back to you?

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Community Team - TT Staff

Hi rolandsizzers

 

The replacement router is on its way, please allow 24-48hrs for this to arrive.

 

I have also sent a returns bag for your old router. There is no rush to return this router due to the current situation, this can be returned when it's safe to do so.

 

Thanks

 

Debbie

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Conversation Starter

Hi, new modem has made an immediate improvement. Thank you.

 

Having signed up to a 2 year contract extension this week the offer included one of these wifi hubs. Do i keep this one or is another in the post?

Highlighted
Community Team - TT Staff

Hi rolandsizzers,

 

Great I'm glad to hear this. If the offer included a new router then i'd recommend keeping hold of both routers. If you did want to return it then we can send a router returns bag for you.

 

Thanks