Constant Ping Spikes

[KLA91]

It's been like this for years literally but I've just got on with it, until recently where I work from home and my son games - there is a constant spike in the ping throughout the day which I don't believe is normal. I think we need an openreach engineer or someone to check, everytime I use the TalkTalk automated fixing process it doesn't detect any issues with my line but clearly from the BQM there is an issue.

Live BQM-

https://www.thinkbroadband.com/broadband/monitoring/quality/share/6fcbc5997b7bed8b3820a124c40f19d6c1...

My son tried using a third party router at some point which his friend borrowed him and the line was still behaving the same, we still use the official TalkTalk router now but just want to clear that up as a root cause instead of wasting everyones time. I strongly believe its a line issue.

[Gliwmaeden2]

There's no staff support at weekends, @KLA91, so you will not get a follow up before Monday  

[KLA91]

Hi, you are welcome but it is now coming up to three weeks (in 2 days) since providing the number with no contact, another week and it will be an entire month since posting this. I am out of contract and have no issue switching providers, for £1 cheaper (£26) I can go with another company which offers up to 500mbps full fibre (FTTP) in my area rather than the FTTC £27 unreliable line thats being provided by TalkTalk.

There was no reason provided as well as to why you need my contact number, what is there to talk about? I have a clear issue as seen by the SQM graphs, you want me to reset my router then wait an additional week to see if it's fixed? Maybe if you called 2 weeks ago I would have obliged but now there needs to be a good reason which can conclusively end my issue on the call.

I think at this point an engineer needs to be sent to test the line.

Apologies for the hostility but it has been years that I haven't bothered to complain hoping at some point it would eventually be fixed but clearly not.

[siphosethu-TT]

Hi there @KLA91, thank you for providing the contact number.

[KLA91]

Hi,

I have PM'd you a contact number, thank you.

[Philile-TT]

Hi there @KLA91 & @KeithFrench. @KLA91 Please provide your best contact number though private message or update it on your private notes. Thanks. 

[KeithFrench]

Hi TalkTalk,

Please can this be passed via your Team Leader to the TalkTalk Networks team for further investigation?

[KLA91]

Hi @KeithFrench,

Yes, as shown in the BQM results which have nothing to do with my WiFi or Ethernet connection to my router as it is an external service pinging my router, there are latency spikes all throughout the day.

I have PM'd you my Trace route results.

Adding another BQM result.

And you can see when doing a speed test, the ping spikes high - its constantly fluctuating

[KeithFrench]

Hi @KLA91 

Just to clarify, these ping spikes affect both Ethernet-connected devices as well as Wi-Fi connected devices?

I think the most helpful diagnostic is a trace route, as that can identify where problems are located. To do this, from a Windows PC, go to the Command Prompt and run this, perhaps at three different times of the day:-

tracert google.co.uk

Then send the output from these to me in a PM (to preserve your privacy).

The information below is provided by TalkTalk. For confirmation, please contact @Lorrainef, the manager of the TalkTalk support staff on this forum.

KeithFrench is one of our valued Community Stars and can help with a range of issues related to wireless and networking. At times, he may ask you to send him test results via a Private Message to help analyse/diagnose an issue. Although Keith does not work for TalkTalk, he very kindly shares his time and knowledge to help others.

If you need further help or if we need to take any details such as personal information about your account, like phone numbers, account numbers, etc, one of the TalkTalk team will jump in and help out.

[KeithFrench]

OK @KLA91 

Thanks for that, I will try & investigate this later this afternoon.

[KLA91]

Yep its FTTC.

[Gliwmaeden2]

Worth clarifying if that's FTTC Fibre65 [still copper to the house, just fibre to the cabinet] or FTTP as there is also a full fibre version of Fibre65, @KLA91.

[KLA91]

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?

Sagemcom Fast 5364 (firmware: SG4K100208)

2. What package are you on?

Fibre 65 (FTTC)

3. Is this on a wireless connection and if so which WiFi band is it connected to?

Both 2.4GHz and 5GHz

4. If you have any wired connections, are they affected in the same way as wireless ones?

Yes

[KeithFrench]

Please can you elaborate by answering these few questions:-

1. What make/model of router do you have (if this is a TalkTalk router, these details will be on a label on the rear or underside of it)?
2. What package are you on?
3. Is this on a wireless connection and if so which WiFi band is it connected to?

4. If you have any wired connections, are they affected in the same way as wireless ones?