Ping very high

[jackieh2009]

Hi Guys,

TT website line test says that everything is fine but I may be having trouble with my WiFi. Well, everything is not fine. The Ping is so bad that I can’t get a line speed test every time I try. One second the connection seems fine, the next moment I can’t log onto my email!

I unplugged the router for 30 minutes, but that didn’t help. Please will you have a look for me?

Many thanks,

Jackie

[Mandisa-TT]

@jackieh2009 It's great to hear that the line test made a difference.

I completely understand that time can be limited; feel free to revisit this thread whenever you’re ready to focus on your Wi-Fi. we here to help you whenever you need it.

[jackieh2009]

Hi Mandisa,

Thank you for all your help and checking my line.

Sometimes, just a line test refreshes the connection and helps! 🙂

I haven’t got time at the moment to focus on my WiFi, but will revisit this post when I can.

Regards,

Jackie

[Mandisa-TT]

@KeithFrench Thank you for your detailed assessment of the situation. I appreciate your input, especially regarding the potential interference from neighboring Wi-Fi networks. Checking for interference is indeed a good step, and it can be quite dynamic based on the time of day and the number of devices around.

As for the high ping times, I agree that conducting a traceroute could provide valuable insight into where the delays are occurring. This step will help us pinpoint whether the issue lies within the customer’s home network, the broadband line, or further along the internet path. 

[jackieh2009]

Morning Keith,

Thank you so much for your help and your messages, but I am up to my eyeballs in admin at the moment, hence my need for a reliable broadband connection.

I will be using my Ethernet connected desktop for my serious admin jobs, so will look at your messages in detail when I can 🙏

Thanks and regards,

Jackie

[KeithFrench]

Hi @jackieh2009 

In your opening post, you said that you had trouble with your Wi-Fi, which I took literally to mean just that. However, you obviously meant that you had high pings over your internet connection. It could still be your WiFi network in the home, as suggested by @Mandisa-TT. OK I appreciate you said that nothing has changed, but what about interference from neighbouring Wi-Fi? Levels of WiFi can change by the minute. It costs nothing to check this.

I think that, as the line test is OK & you are sure it is not a WiFi issue, what about a dodgy route being encountered somewhere on the internet, beyond the TalkTalk network on the way towards the destination site? Please can you take a trace route from a device on your network to a site that has the long ping times and PM the output to me? This will prove where the problem lies. e.g:-

• Your Wi-Fi network in the home.
• Your Broadband connection
• The TalkTalk network
• Someplace on the internet backbone beyond the TalkTalk network.

If from a Windows PC, try something like this, using an appropriate website that has the problem:-

tracert google.co.uk

[Mandisa-TT]

I can see that your broadband connection is stable and there are no issues showing on the line.

The broadband connection covers the physical cabling into your home and the router from outside your premises, so as that is working the issue you're experiencing is likely to be due to a WiFi problem, or other issue in your home.

Our tests show that you may be experiencing WiFi coverage problems. You may also benefit from an upgrade to your Broadbance service. I can see a Full Fibre service is available that would improve the reliability of your service. I would recommend an upgrade to our Fibre 65 service, along with Total Home WiFi to ensure good WiFi coverage in your home. This service provides boosters that extend your WiFi coverage throughout your home.

[jackieh2009]

Great, thank you!

[Mandisa-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 5 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[jackieh2009]

Nothing to do with WiFi 

[Mandisa-TT]

Thank you @jackieh2009 

Does the problem occur everywhere you try and use the WiFi, or just in certain parts of the house - for example upstairs, or outside the house?

[jackieh2009]

Hi Mandisa,

No I have no health devices connected, so please go ahead.

Thank you,

Jackie

[Mandisa-TT]

@jackieh2009 It sounds frustrating to deal with intermittent connectivity issues like high ping and complete drops. I will run checks on your line, do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.

[jackieh2009]

Hi Mandisa,

As I have described in earlier messages, I have an intermittent problem of very high ping and no internet connection and then suddenly it returns to normal for awhile and then suddenly I can’t access my emails or complete an online purchase.

Regards,

Jackie

[Mandisa-TT]

Thank you for confirming, please confirm which issue you are experiencing at the moment, dropping connection, slow speed or no internet connection?

[jackieh2009]

Hi Mandisa,

Yes, I am at home.

Thank you, Jackie

[Mandisa-TT]

Hi @jackieh2009 I will be able to run checks on your line, are you at home be able to proceed.

[jackieh2009]

Morning Mandisa,

Please ignore the WiFi comment. My problem has nothing to do with the WiFi as nothing at home has changed.

I have an intermittent problem with my ping and speed, one minute as usua, the next minute I can’t access the internet.

Please investigate foe me.

Thanks,

Jackie

[jackieh2009]

Morning Keith,

Thank you for your message but it is not my WiFi. Nothing in the house has changed.

I will now message again to ask that my broadband be fully checked.

Regards,

Jackie

[Mandisa-TT]

Thank you @KeithFrench 

[KeithFrench]

Hi @jackieh2009 

Have we ever looked at your WiFi before? I'll send you a guide of mine in a PM that will help me to help you optimise your WiFi.

Do not worry about interpreting the results; I will do that for you. I will send a PM to you that contains a link to a guide of mine on Wi-Fi interference. It is quite lengthy (approximately 30 pages), but you will likely only need to review three or four pages in total. Initially, look at the section called "Are you suffering from interference – prove it first". This is the first link in the table of contents. This section includes full details of free Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Select the analyser of your choice & my guide explains how to use it.

If you are using Wi-Fi Scanner, please attach the zip file to this thread. As soon as I have downloaded it, I will remove the attachment from your post to preserve your privacy.

With all other analysers, please follow my instructions below.

Please collect the required screenshots and include them in your reply.

Please post the screenshots to me in a PM (to protect your privacy), which I have requested in my guide. No photos, please, as they can be difficult to read, because the text can get out of focus when zoomed in. Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & uploading them via the "Insert Photos" button (in a mobile browser it's the picture icon) on the post editor's toolbar with the Size parameter set to Large.