High ping while gaming

[#1]

Hi everyone,

I'm having a weird issue with my internet. Long story short, it appears that my upload speed is severely slow while my download speed is absolutely fine. Most day-to-day activities seem to be fine. I can browse the internet, stream Netflix and check work emails and use Slack for work too (although screensharing on Slack doesn't seem to work properly). I game a lot too. So Call of Duty, War Thunder mainly. 

Over the past few weeks, it's been a struggle to play these games properly. It's mostly matchmaking issues I run into. Takes ages to find a game, sometimes I randomly get disconnected etc. I figured it was just Call of Duty Warzone but I've tried a few other multiplayer games and they are affected too. I've tried restarting the router, flushing the DNS cache, done ping tests wired and wireless but the problem remains. 

I've attached two separate speed tests to demonstrate how bad the problem is. Can anyone help with this?

[#2]

Hi @MMjones, thanks for getting in touch and I'm sorry to hear you've been having connection issues as of recent. Having tested your connection from this side I can see there looks to be a large amount of errors impacting your connection currently however there's no hint when testing as what the cause of the errors are. I'd advise then moving forwards as to run a number of remaining internal factors out to run through the below troubleshooting further to see if the speed issues look to persist.

I'd recommend starting with basic checks here: http://goo.gl/p2tpvL
 

And if that doesn't help the next thing would be to rule your internal wiring out by plugging the connection into your test socket which is under the faceplate of your master socket and seeing if the speed issues and errors stop. This rules out internal wiring, face plates and extension sockets as being the cause. How to locate the test socket and set your connection into it can be found here:
https://community.plus.net/t5/Library/Testing-From-The-Master-Socket/ba-p/1322242
 

Feel free to give us a nudge when you're connected in this set-up as we can re-test form this side looking for change and to see fi the errors have stopped. Should the connection issues look to persist then we'll happily look to progress this issue further with you.  - Benj - Sheffield

[#3]

Hi Ben,

Thanks for looking into this. I followed the steps you linked to me and also plugged into the test socket. I've now run another speed test but the results are the same: Download speed is absolutely fine but upload speed is still terrible. Screenshot below.

[#4]

@MMjones  rather than speed tests, which will not change when you move the router if the line is banded, it would be better to show the results of the Help Desk Tab, in Advanced/Troubleshooting if using the Hub 1. If not sight of the sync and attainable speeds in both sockets will help.

Also, is the line noisy?  Ring 17070 option 2 from a corded phone.

[#5]

Thanks for getting back to us @MMjones, I have retested the line and the amount of errors being seen looks to have reduced but there certainly looks to be an error with the upload being seen your side.

I'd advise to log a fault with us here so we can investigate this further for you.

[#6]

Hi Lauren,

Thank you for clarifying. I've raised a ticket through the link you sent me and will wait to see what happens next.

[#7]

Thanks for getting back to me, I have picked up your reply and got this raised for you.