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. 

[JonathanB]

Hi everyone,

We believe the underlying issue should have been fixed at the end of May, and we've not seen any recent posts on this topic. How's everyone been getting on with their connection in the meantime, is ping/latency back to your typical levels?

Thanks,
Jonathan

[Ronnoc41]

Still having this issue, been like it for the last two months. 

[JonathanB]

Hi @Ronnoc41,

Sorry to hear this, it may be an unrelated issue with similar symptoms then. Can you let me know a bit more about what you've been experiencing in terms of ping and latency? Are we working on any local issues according to the Network Status Checker?

Thanks,
Jonathan

[Ronnoc41]

 Network status checker says it's fine. Complained to customer service last week, later that day the network went down and all of a sudden it was fixed. Then come Friday it's back to the usual! Teams calls constantly freeze every minute or so. Gaming gets high ping spikes every minute or so. Everything was perfect up until a few months ago but the past two months have been ridiculous, to the point we're going to end the contract early.

[theabstar]

Hi Jonathan,

Seems as if the issue has come back. It was fine for a month on my end but now experiencing the same issue as before and the apn change is only making it worse this time round. Network Status Checker shows as completely fine, I have restarted the box and everything. Hitting over 800ms ping in some games. Download is 54.78Mbps and Upload is 22.30Mbps

[Ronnoc41]

@JonathonB Network status checker says it's fine. Complained to customer service last week, later that day the network went down and all of a sudden it was fixed. Then come Friday it's back to the usual! Teams calls constantly freeze every minute or so. Gaming gets high ping spikes every minute or so. Everything was perfect up until a few months ago but the past two months have been ridiculous, to the point we're going to end the contract early.

[JonathanB]

Hi @Ronnoc41,

Sorry to hear that you're still experiencing these issues. I'll be happy to take a closer look, but I'll need some info about where you're connecting from. I'll send you a PM to ask for this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[RRayner]

We were having the ping/latency issues and it's all fixed for us 👍

[JonathanB]

Thanks @RRayner, the technical teams were confident this was sorted, but it's always reassuring to hear directly from customers too!