High ping - any solutions?

[Scotty]

Hi,

I've got the new 5g ZyXel hub. Connection speed mostly good (fluctuates), but the ping is very high. Can it be improved? 

Tried the hub in various positions, but no luck. It's causing gameplay on the PS4 to lag - which is causing the kids to give me a headache.

Called Three tech support. They said 'we don't support ping, you need to speak to the manufacturer' 😂

Thanks a lot. 

 

[PeteG]

Hey there, Scotty. 

Those are some decent speeds, but you're right, that latency is really up there! 

Usually if you've got packet loss and/or high latency, it can be a sign that there's something wrong. Sadly, it doesn't tell us what is wrong. Here's a few things to test and try to see if there's any improvement in the line. 

a. Try repeating the tests with a device that's wired to the router directly (if you haven't already). This will help determine if the issue is WiFi related. 

b. Try moving the router to another location in the house in order strengthen it's broadband connection. If possible, placing it near a window can help. 

c. Test the connection at different times of day or night in order to observe if there's a specific time of day where things aren't running so well. 

d. As silly as it sounds, sometimes a restart of the router can help improve it's performance. 

e. If you've got an external antenna added to the router, remove these during any testing just incase they are having a deleterious effect on performance.

Hopefully 1 of those steps might provide some insight into what's going on. If the problem persists though, it's definitely something worth speaking to the team about again.

Pete. 

[Connercolemam]

Hi Pete I am having the same issues my ping is high when I am playing games it keeps going from 50 ping all the way to 400 or 1000 this is annoying me however download and upload are perfect 

[MrSimo98]

Same issues here, I'm not a completive gamer so a ping of 50ms would be fine, but when I'm playing casual coop games with friends my ping will also fluctuate between 50, then spike above 1000 which unfortunately means even casual coop games are difficult to play on.  

[MB78]

I’ve tried all the above suggestions from 3. I got this 5g router yesterday and it’s making me distinctly unpopular with the kids. Please help!

[MrSimo98]

I managed to sort mine out but sadly it caused me doing some minor DIY. 

You can download an app on you smart phone called Three5GBroadband. This will help determine your signal strength from the mast to your router. Mine was quite low sitting between the orange line. For the best results you want to be in the green at all times. After moving my router upstairs this issue was sorted for me.  

[dimitris]

Hi Pete, I have the same issue, not using antennas, ethernet connection and the router is positioned for full signal according to the device manager website. Is this something you can actually resolve?  

[PeteG]

Hello.

It's disappointing to hear you're having the same issue. If none of those steps were of use, then further checks into the issue you are having would need to be completed by the Home Broadband team. 

From there, the team can run a full set of diagnostics and explore the issue in more detail.

Pete.