Latency issues (gaming and general)

[Tanjir]

Past week or so there have been multiple latency issues while gaming on the PS5 or in general. Typically while gaming, I would average 30-50 ping but this past week I’ve been averaging 150ms and sometimes it may even spike to 600ms depending on the game. Also, I’ve experienced some packet loss and the game stuttering, freezing at certain points. 

Through visiting the router through 192.168.1.1 on my web browser, I headed over to System Information which displayed 2.4g (201mbps) and 5g (1201mbps) which isn’t representative at all as I have just done a test on Ookla which said 450mbps. I’m not sure if download speed determines the latency while gaming but thats the result. 

Additionally I have tried researching ways to fix it and it said UPnP? Im not sure what that is.

So far I have factory reset the Router, left it unplugged for a while and have turned it on/off multiple times to see if that fixes the issue. Nothing helped fix it. 

[Jamesgomez03]

I had this issue! Three informed me it was my console that had the issue, despite me telling them if I hotspot from my phone network (also three funnily enough) the issue goes away. They’ve 10000% got an issue with their network but of course it’s our fault not theirs! I’ve given up and moved back the virgin broadband as gaming is unplayable with the 5G hub, goes from 20 to like 800 ping for no reason. SORT IT OUT THREE! 

[JakeM]

I've had the same issues on my gaming laptop and iPad. Network speed is fine but the latency jumps from 30ms to up to 200ms every minute or so which freezes my game temporarily, making it completely unplayable. I've tried to factory reset amongst every other solution I could think of, including using LAN vs WiFi, and moving the Modem. This is a clear problem on the ISPs end, and the fact that multiple customers are experiencing this issue at the same time is proof of that. Instead of giving us "tips" and "solutions", why don't you look at the obvious solution here, which is fix the issue on your end. 

[CraigP]

Glad (in some way) to hear that it's not an isolated issue.  I have found that for the last 14-21 days, I have been getting severe lag spikes, particularly in the evenings, but also spread across the day.  It's making online gaming nigh on impossible, with periods of up to 15-20 sec lag/freezing gameplay, latency closing in on 1000-2000 at times.

Our connection has been stable in the most part for at least a year, it's only these past few weeks.

[CraigP]

To update, I've had to resort to tethering a connection via my mobile phone (on Smarty network) is the only way to play WoW.  On 5g through Three, I'm getting 200ms+ as standard upon logging in, and spikes every so often.  On my mobile connection, it rarely goes anywhere above 40-50ms.

[Mrsharpshooter1]

Almost 3 weeks later and still no further forward. Can't upload files when using the connection for work and can barely play any online games! Tried to get in touch with customer service but they wanted to spend about 30 mins running through diagnosing the issue when it's clearly not at my end!

[Mrsharpshooter1]

I raised the issue with the specialist tech team last week to look into the issue however still having the issues…. And the team haven’t got back in touch since to say whether anything is being done 

[Duplo]

I’m the same as the other guy I just read the comment of thank God I have found this. I’ve been struggling now for two. Maybe going on three weeks all game types on call of duty average 20 to 25 ping and get blips of anything up to 600 constantly now. 

when I perform multiple speed test, I’m not getting any figures back that look bad but as I Perform a speed test, although it comes back good it drove the game insane as I was doing it. My upload since moving router is actually amazing, think that would fix it didn’t change a thing. I almost feel like you’ve updated some firmware and forced something on us one of your usual tricks three. 

[ZeClab]

I've been struggling with this for over two weeks. I'm so glad that found this topic as I felt like I was only one. I've made several calls to three to try and resolve the problem but to no avail. I felt like they were very criptic in saying that there might be a bigger problem. Today's call was so frustrating, basically the operator told me that there is a capacity issue with no scheduled resolution date. They told me that because I already had the month refunded, that there was nothing else they could do. I was advised to wait until the end of the month. I tried to have them give me constant updates on this issue but they weren't forthcoming. I'd go to another network but to be honest in the 14 months, I have been with three, I been really happy until now. Also the other networks in my area aren't 5g or compatible with the zyxel.

Changing the apn to three.co.uk seemed to make online gaming bareable but definitely hasn't cured the problem.

[Sirphat]

Hi, I got the same problem for 2 weeks now, Anyone knows the solution to fix this?

[ramrom]

Hello I have same problem on PC. Ping regularly between 90 to 140 ms then some spikes of 300+. Makes gaming very difficult. Didn't use to be like this. Please fix.