[SOLVED] High Ping Issues on Sky

[Alan0508]

For a couple of weeks now I've been dealing with high ping issues (150ms+). Before this my ping would often spike so I figured it was just network congestion (house of 4 people), but after it being so high consistently for a couple of weeks, even when my laptop is the only device connected to the network, I finally bought an ethernet cable to figure out what's going on (posted ping results below). Not surprisingly the ping results are annoying due to gaming. Playing CS on 150+ ping is unbearable. There anything I can do to try and get this fixed?

Some more details:
- Internet bandwith is fine; 10 down 1 up (I know this sucks but it's what we've got)


tracert 8.8.8.8 results (on ethernet):
Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms SkyRouter.Home [192.168.0.1]
2 116 ms 128 ms 126 ms 2.127.238.151
3 123 ms 147 ms 134 ms be407.pr2.enlba.isp.sky.com [2.120.9.94]
4 151 ms 126 ms 102 ms 74.125.49.150
5 163 ms 108 ms 92 ms 74.125.242.97
6 133 ms 113 ms 104 ms 216.239.54.83
7 223 ms 115 ms 72 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.

tracert 8.8.8.8 (on WiFi):
Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 1 ms 1 ms 2 ms SkyRouter.Home [192.168.0.1]
2 161 ms 121 ms 106 ms 2.127.238.151
3 132 ms 124 ms 115 ms be407.pr2.enlba.isp.sky.com [2.120.9.94]
4 162 ms 167 ms 112 ms 74.125.49.150
5 127 ms 117 ms 124 ms 74.125.242.97
6 136 ms 124 ms 189 ms 216.239.54.83
7 164 ms 135 ms 115 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.

Other ping results (all on ethernet):
Pinging speedtest.net [2a04:4e42::731] with 32 bytes of data:
Reply from 2a04:4e42::731: time=122ms
Reply from 2a04:4e42::731: time=104ms
Reply from 2a04:4e42::731: time=237ms
Reply from 2a04:4e42::731: time=110ms

Ping statistics for 2a04:4e42::731:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 104ms, Maximum = 237ms, Average = 143ms

Pinging google.co.uk [2a00:1450:4009:813::2003] with 32 bytes of data:
Reply from 2a00:1450:4009:813::2003: time=109ms
Reply from 2a00:1450:4009:813::2003: time=169ms
Reply from 2a00:1450:4009:813::2003: time=132ms
Reply from 2a00:1450:4009:813::2003: time=127ms

Ping statistics for 2a00:1450:4009:813::2003:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 109ms, Maximum = 169ms, Average = 134ms

Pinging jolt.co.uk [104.155.45.104] with 32 bytes of data:
Reply from 104.155.45.104: bytes=32 time=124ms TTL=58
Reply from 104.155.45.104: bytes=32 time=240ms TTL=58
Reply from 104.155.45.104: bytes=32 time=123ms TTL=58
Reply from 104.155.45.104: bytes=32 time=112ms TTL=58

Ping statistics for 104.155.45.104:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 112ms, Maximum = 240ms, Average = 149ms

 

[bill001g]

First I would disable IPv6. There is little reason to use it and many times ipv6 will have different paths and it seems random which sites use ipv4 and ipv6 so its simpler to just use ipv4.

Your trace shows a issue with hop2 in almost all cases. This represents the connection between your house and the ISP. First be very sure no other traffic is running if you are overloading your connection you get delays due to traffic being held in buffers. Your router may have a display that show utilization.

If you are not using up your bandwidth it gets much harder. First I will assume this is some form of DSL connection since it is such low bandwidth. If you are using any form of wireless internet like mobile broadband from the cell companies those technologies can commonly have issues like this.

If there was a actual problem with your line you generally would see data loss and not delay. DSL has a bit more delay that some other technologies but 30ms would be about the highest you would expect and most people get in the 15-20ms range. There must be some congestion in the ISP network that is causing this. If this was a cable system where you share the final connection to your house with your neighbors it could be one of them using a lot but with DSL your final connection is dedicated.

Although I doubt it is your issue this is how my router looks when I have a VPN open to another country with the vpn running on my router. Hop2 is a sky ip address so i don't think that is your issue but maybe they are doing something stupid.

I would recommend you call sky and see if you can find a tech who at least knows as much as you do. Some do not understand tracert at all.

 

[Alan0508]

Can't see anything about utilization, though it's worth noting the ping is just as bad when there's only 1 device connected to the network.

It is indeed a DSL connection.


What should I say to SKy when I call?

 

[bill001g]

Hopefully you do not have to train a tech that thinks all things are solved by rebooting your pc. If they are smart just show them the tracert to the ip and point out how high hop 2 is and ask them if they know why. They can see stuff you can't many times there are many pieces of equipment the data passes through that does not have IP addresses but can cause delays.