Erratic ping

[#1]

Hi,

Just wanted to see if I can get my line checked out. Recently my latency/ping has been very erratic for no apparent reason. See this ping graph below:

https://www.thinkbroadband.com/broadband/monitoring/quality/share/9f6010cd32e60440c3a9e368be0704542c...

[#2]

Hi @santi,

I'm sorry to hear that you've been experiencing this issue. I've had a look at the account this afternoon and upon testing the line, we've discovered an external landline fault. I've logged this on your account, via this support ticket. Our Faults Team will monitor the progress of the fault moving forwards, but if you have any further queries or issues then please don't hesitate to get in touch on here and we'll be happy to help wherever we can.

[#3]

Thanks for the swift response Alex. My internet dropped a couple times this morning, just wondering if that was the engineer fixing things? If not what the update is?

Thanks

[#4]

Hi @santi,

I've had a look into this and I can see that the engineer was indeed carrying out work on the line whilst these drops occurred. They now believe the fault to be resolved and from what I can see, the connection has been stable since the work was completed. The best thing to do for now would be to see how things go over the next couple of days. If any issues happen in the meantime then please drop another message into the thread and we'll be happy to take another look into this with you

[#5]

Hi @TheMightyAJ ,

Not sure if replying to this old thread is worth while, but it seems like the erratic ping/connection issues have started to creep in again.. Is my line still holding on fine following this fix? Had to give the hub a restart the other day due to the connection being so poor.

[#6]

Hiya @santi, thanks for getting back to us. I am really sorry that you are experiencing further issues with the service after a fault previously being resolved.

It looks like you have since raised a fault with us and this been raised to our suppliers. I have had a check on this and so far there isn't any further update on the fault but this can take around 48-72 hours before we get an update from our suppliers. Our faults team are monitoring this for you and will get back to you once we have a further update on how this is going to progress.

I'm really sorry for the disruption in the meantime.

[#7]

Hi,

So it doesn't look like I can see the fault ticket online that I raised, so can't see any information. Was a fault found on the line or is that still under investigation?

Thanks

[#8]

Hi there Santi, I've just checked and can see that the fault has been closed as it should be resolved now, we're seeing a connection of over 72 hour according to our logs at present. Please let me know if you're still experiencing issues though.