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Internet problems [Slow Internet + High Latency]

Dieman
Popular Poster
Message 27 of 27

Hello everyone! I just realized TalkTalk has such a nice forum! Unfortunately, I've been having some problems and I'd like to talk about them here.

 

Let's start from the beginning, I've been a TalkTalk customer for about 5 years now. Since I had to move out and rent a new apartment I have sent a move-out request since I always had positive experiences with the internet. This ended with the new installation.

 

I had to wait a couple of weeks for the Engineer to come into the new apartment.

 

01/06/2021 - The Engineer came late (very late) around 6.45 pm where he first came into the apartment and tested few things. He then left me to go to the cabin where he said it would take him around 40 minutes to sort everything out. He comes back saying that he has bad news, the cabin was a mess and "destroyed" and he couldn't call a team to fix it as it was already too late. I ask him what he would do next, he says that he would come first thing the next morning with a team to fix it. On this same day he tells me that the specs will be 80mbit in download and 20mbit in upload (similarly to what I already had at the previous apartment).

 

Now the nightmare starts.

 

02/06/2021 - The Engineer doesn't show up and I am almost 4 hours in the chat trying to explain the problems. I speak with a manager that reassures me that an Engineer will come on 04/06/2021 to fix all the problems the cabin has and finally have internet. Beforehand, one of the employees in customer services tells me to try to connect to the internet anyway in the evening as it might work. I do that, and surprisingly there is connection - even if very weak. The specs are around 15mbit download and 0.6mbit upload (terrible), but that's not the worst part. There is huge latency with ping going over 300ms and with a jitter that goes over 30ms. Let's say that this is an impossible situation for any user. I tell myself that everything will probably be fixed with the appointment on the 4th, so I leave everything as it is and I'm just waiting for the day to come.

 

03/06/2021 - I received a message (SMS) stating: "Your Fibre Broadband appointment date has changed to 03/06/2021. The engineer will arrive between 08:00-13:00 and will spend up to three hours setting things up." Well, it's now 17:17 and no one showed up (again!). So, I chat with customer service here on the website, where one of the advisors told me that he booked another appointment for tomorrow (04/06/2021). Hopefully, the engineer will show up this time and have everything fixed?

 

Did anyone have any similar experiences?

How can a cabin be so messed up and be so hard to get it fixed?

 

I would even be happy to have a slow internet connection but low and stable latency (300ms ping and such a high jitter ARE IMPOSSIBLE to have, literally nothing is working and I can't do anything more than just browsing).

 

Ping goes from 20ms to 300ms every 5-10 seconds, up and down, up and down.

High jitter is a consequence of this.

 

Considering that the apartment is basically at the CENTER of Greenwich, I find this even more unbelievable. There are flats 5 meters from here with 900mbits.

 

Ping Test: https://imgur.com/a/yTO7jC5

Ookla: https://www.speedtest.net/result/11520487262

 

Please, any admin that can help me with this? I would appreciate it immensely.

 

Regards,

Alessandro

Dieman
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26 REPLIES 26

Message 1 of 27

Hello,

 

Thank you. Once we have the other 2 results then we can pass this over. Is this currently happening permanently at the moment?

 

Thanks

 

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Message 2 of 27
Pinging google.co.uk [172.217.169.3] with 32 bytes of data:
Reply from 172.217.169.3: bytes=32 time=4ms TTL=117
Reply from 172.217.169.3: bytes=32 time=4ms TTL=117
Reply from 172.217.169.3: bytes=32 time=5ms TTL=117
Reply from 172.217.169.3: bytes=32 time=5ms TTL=117




1 <1 ms <1 ms <1 ms ttrouter [192.168.1.1]
2 5 ms 4 ms 4 ms ae50-ner002.loh.as13285.net [78.144.1.23]
3 4 ms 5 ms 4 ms ae50-scr102.loh.as13285.net [78.144.1.22]
4 6 ms 5 ms 6 ms host-78-144-4-35.as13285.net [78.144.4.35]
5 7 ms 7 ms 6 ms 209.85.249.149
6 5 ms 5 ms 5 ms 209.85.241.95
7 4 ms 5 ms 4 ms lhr25s26-in-f3.1e100.net [172.217.169.3]

Trace complete.
Dieman
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Message 3 of 27

Morning,

 

Please can you run 3 wired ping and trace routes with a single device connected at the test socket and we can then pass this over to our Network Team for further investigation.

 

Run a Ping or Traceroute

 

Thanks

 

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Message 4 of 27
Hello @Michelle-TalkTalk,

So I waited a little bit before posting again so that we would give time for everything to stabilize.

The "problem" is always the same, the jitter is always high. And the upload speed is really unreliable (it goes from 3mb to 7mb then go back to 4mb and up to 8mb, then back to 2mbit and up to 6mbit in a window of 10-15 seconds.)

https://imgur.com/a/8wTdGQo

Any chance you could look into that? I have now all the computers attached with Ethernet as I have upgraded my house sockets to have ethernets for each computer.

Kind Regards,
Alessandro
Dieman
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Message 5 of 27

Hi,

 

Is it only gaming which is currently affected? Do both computers connected wired with and without the powerline adapter experience the same issue. Is more than one game affected? Is the game freezing?

 

Thanks

 

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Message 6 of 27
Yes, it is working much better now in terms of speed, the only thing I see not improving is the jitter and the upload speed always spike.

Upload spikes to 12mbit then goes down to 4mbit then up to 6, down to 4, up to 8 and so on... not stable

The unloaded ping is also very high.

Anything we could do?
Dieman
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Message 7 of 27

Hi

 

The line is in sync at 53mb currently and there DLM has made a change today and set the SNR at 5db so this may help.

 

Can you retest wired and see what the results look like.

 

Thanks  

 

Karl. 

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Message 8 of 27
Hello,

TalkTalk Wi-Fi Hub
FAST 5364-3.T8

One of the computers is connected through a powerline adapter, the other ones are connected directly to the router.

Thank you again!

Dieman
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Message 9 of 27

Hi,

 

Are you using any powerline adapters? Which router are you currently using (make and model) as I'm unable to connect to your router at the moment? I've also re-checked the connection stats and the sync speed has increased slightly since I last checked so it looks like DLM is still optimising the connection at the moment.

 

Thanks

 

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Message 10 of 27

Hello,

This is wired with my Desktop. Same setup I was having in the old apartment where everything was perfect and jitter was always <1ms

Dieman
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Message 11 of 27

Hi,

 

Was this test completed wireless as it shows slightly high pings to the router? When this is currently happening at moment during games are you connected wired?

 

Thanks

 

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Message 12 of 27
Good morning,

The problem is more about jitter rather than ping. But even with a cmd ping, you can see that the ping doesn't stay stable. It will have jumps increasing the jitter and causing lag spikes that are annoying, especially in competitive games. I appreciate your help!


Pinging google.co.uk [142.250.179.227] with 32 bytes of data:
Reply from 142.250.179.227: bytes=32 time=7ms TTL=117
Reply from 142.250.179.227: bytes=32 time=8ms TTL=117
Reply from 142.250.179.227: bytes=32 time=10ms TTL=117
Reply from 142.250.179.227: bytes=32 time=12ms TTL=117

Tracing route to google.co.uk [142.250.179.227]
over a maximum of 30 hops:

1 4 ms 3 ms 3 ms ttrouter [192.168.1.1]
2 7 ms 8 ms 7 ms ae50-ner002.loh.as13285.net [78.144.1.23]
3 7 ms 7 ms 10 ms ae50-scr102.loh.as13285.net [78.144.1.22]
4 11 ms 7 ms 9 ms 72.14.208.22
5 9 ms 7 ms 8 ms 216.239.41.16
6 9 ms 9 ms 9 ms 142.251.54.25
7 12 ms 9 ms 8 ms lhr25s31-in-f3.1e100.net [142.250.179.227]

Trace complete.

Dieman
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Message 13 of 27

Morning,

 

Thanks for confirming. Unfortunately we can't manually adjust the speed as this is managed by DLM to provide the best balance between stability and speed for the line. If the connection remains stable then DLM may increase the speed further. Could you run a wired ping and trace route and post the results into the thread please.

 

Run a Ping or Traceroute

 

Thanks

 

 

 

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Message 14 of 27
No, they didn't connect any router. He attached some of his gadgets to the master socket, then he checked his handheld device and told me this place got 80/20mbit when I asked him as I was curious about what speed would be here. Now, to be honest, the connection seems stable even though the jitter could be better. Could we improve a bit the download/upload speed and jitter?
Dieman
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Message 15 of 27

Hi,

 

Did they have there own router connected when they ran this test or your router?

 

Thanks

 

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Message 16 of 27
Hello,

Basically, when the Engineer came I asked him about Download/Upload speed and he showed me from his Device that it was 80mbit download and 20mbit upload.
Dieman
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Message 17 of 27

Hello,

 

Thanks for confirming. I've re-run the line test now which hasn't detected a fault. What speeds did the engineer see when they tested? Did they also use a different router?

 

Thanks

 

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Message 18 of 27
Hello Michelle,

Wired!
Dieman
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Message 19 of 27

Morning,

 

Thanks for the update. Can I just confirm, are you running this speed test wired or wireless?

 

Thanks

 

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Message 20 of 27

Hello @Michelle-TalkTalk,

The Engineer seems to have fixed the cabin as the ping improved but there is still some spikes and jitter, much better but still not quite good.

 

Jitter over 10ms and 51ms unloaded and download/upload speed even though improved, they are much lower than what the Engineer showed me on his device. 

 

Please, help!

 

1.png

jittter.png

 

 

Dieman
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