Packet Loss on FTTP

[Thecreator]

Hi All

I have recently been connected to FTTP in December and ever since I am finding it very difficult to play online games due to a mysterious 'input lag'.

This week I have been in contact with Riot Games who have asked me to carry out a few tests, after using a program called pingplotter as suggested I seem to be getting high packet loss based off the results. The download speeds seem to be perfect & ping seems to be find but the latency is just horrendous when trying to play online.

I was wondering if anyone else has had this issue before when moving from FTTC to FTTP? the online checker does say there is an issue with my line but after a few days the ticket just gets closed with no updates which I have done a few times now.

My current setup is 2x eero 6 pro's connected to one another via ethernet then from the second eero to my pc also by ethernet, I have also tried a custom router which only provides the same results so surely must be an issue with the line.

Anyway, some advise would be grateful as the Talktalk support keep closing my tickets with no results! 

Thanks 🙂

[Chris-TalkTalk]

OK, please let us know how you get on

Chris

[Thecreator]

Hi Chris 

Sadly no improvement, I have however been updated by the line checker that an openreach engineer will be attending to look at the exchange so hopefully this resolves the issue! 

[Chris-TalkTalk]

OK thanks. How has it been over the weekend, has there been any improvement?

Chris

[Thecreator]

Hi Chris 

to be honest I don’t know what they were on about either, I have updated my profile 🙂 

[Chris-TalkTalk]

Sorry, don't know what they mean by a firmware update on the line. Can you please add your TalkTalk home telephone number or account number to your community profile and we'll take a look at this for you

Chris

[Thecreator]

Hi Chris 

Thanks for the reply! I have tried as you suggested but unfortunately no changes. 

I have spoken to the tech team on the chat and they have advised there is something wrong with the line and in the end mentioned the line on their end needed a firmware update. 

Do you have an idea what they would mean by a firmware update on the line? Since this has been actioned I have rebooted everything again but unfortunately still no changes. 

I was wondering if it could be the eero devices so have tried my Draytek but still the same issues so I’m not sure if it’s the physical line that’s got an issue? 

Any help or advise would be appreciated. 

[Chris-TalkTalk]

Hi Thecreator,

Could you first of all switch the ONT and eero's off and leave them off for at least 30 minutes, then switch back on and retest. Please let us know how you get on

Chris