Ping/Latency way higher Gigafast 900

[htyaH]

I used to get 5ms ping to London (from Coventry), now I am being auto connected to Edinburugh and I get 15 ping to there, when I try to speedtest to London or even right next to me in Leicester I am getting pings above 22...I called in and they just said "they added new servers and there's nothing much we can do"...

any help?

[Ripshod]

That's worrying news. I hope I don't get offloaded to Edinburgh and forgotten again 😕

[htyaH]

---

@Ripshod wrote:

That's worrying news. I hope I don't get offloaded to Edinburgh and forgotten again 😕

---

They're swapping people around as they carry upgrades throughout the country. Basically don't get attached to any level of performance yet until at least 5-6 months from now. 

[UnrealBob]

I have the same problem here. Currently have a ticket open with VF about this but they seem to be struggling to understand the actual issue. This is actually the 2nd ticket, the 1st one they actually resolved but the fix only lasted 5 days. I got a new IP in a different range and it seemed my traffic was being routed differently. Now it's back to how it was and support are saying they can't see that any fix was ever implemented, despite my having a text to say it was. I just keep getting asked to do speed test after speed test even though I keep saying packet loss... 

Tracing route to bbc.co.uk [151.101.192.81]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  vodafone.broadband [192.168.1.1]
  2     7 ms     6 ms     6 ms  84.65.64.1
  3    12 ms    14 ms    13 ms  63.130.105.110
  4    12 ms    12 ms     *     90.255.251.117
  5    13 ms    13 ms    14 ms  151.101.192.81

Trace complete.

Tracing route to bbc.co.uk [151.101.192.81]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  vodafone.broadband [192.168.1.1]
  2     *        6 ms     6 ms  84.65.64.1
  3    13 ms    13 ms    13 ms  63.130.105.110
  4    12 ms    12 ms    13 ms  90.255.251.117
  5    13 ms     *        *     151.101.192.81
  6    13 ms    12 ms    13 ms  151.101.192.81

Trace complete.

Pinging bbc.co.uk [151.101.192.81] with 32 bytes of data:
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Request timed out.
Request timed out.
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Request timed out.
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=14ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=12ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60
Reply from 151.101.192.81: bytes=32 time=12ms TTL=60
Reply from 151.101.192.81: bytes=32 time=13ms TTL=60

Ping statistics for 151.101.192.81:
    Packets: Sent = 20, Received = 17, Lost = 3 (15% loss),
Approximate round trip times in milli-seconds:
    Minimum = 12ms, Maximum = 14ms, Average = 12ms

I'm only on Gigafast 500 btw

[htyaH]

After calling all day today, and showing proof (one agent was shocked to see I've been calling in since before September about tech issues), they agreed to let me cancel with the early termination fee waived. So after this month I'll be moving to a diff isp (I've chosen a smaller one instead of another big-name company that will put in the minimum effort). I hope all of you guys get your issues resolved

[purrbox]

Hi Guys.

I just want to chime in as I spent significant hours on this problem including talking to a level 3 tech at Vodafone and the senior infrastructure engineer at city fibre (he's not a nice person)

The infrastructure engineer at City fibre said to me on the phone "any ping under150ms is fine and as I am in charge, I will personally ensure these high ping support calls from vodafone are not dealt with".

I stated that this goes against city fibres marketing campaign and the vision of the company director, who believes cityfibre is a FTTP network designed for high speed and low latency. I also stated that 150ms is unacceptable for a modern broadband connection, he disagreed.

If you look on city fibres website, you will find their mission statement from the company director. It's clear as day that cityfibre want to be at the forefront of ultrafast low latency broadband.

Now that there is mountains of evidence, I would ask that somebody try and contact the cifyfibre company director as he probably has no idea that a senior member of his staff is the root cause of all our high pings to the head end. The way this guy laughs on the phone at people is also unacceptable.

To check if you have the city fibre high ping issue, run a tracert to bbc.co.uk. If the first hop (after your router) has a high ping, your issue starts with city fibre. Unfortunately, this means everything you do will have high pings including gaming. As the issue occurs in cityfibres network, there is nothing vodafone can do.

The Vodafone geographic routing issue is another problem and it's only Vodafone that can fix that. 

I really hope someone takes this on. I tried everything except contact the company director of cityfibre. I believe this is the next course of action. I hope someone here can do this.

I honestly can't do anymore as I got so wound up talking to cityfibres tech team and that idiot in charge. Even the level3 VF tech who spoke to him said he was a nob.

All I'd ask is if you find out you have the city fibre issue, try not to give the vodafone staff too much of a grilling on the phone. All the people I've spoke to at Vodafone really have gone out of their way to try and help.

[Ripshod]

@purrbox This Latency issue affects both Cityfibre and openreach customers and is caused by unnecessarily long transits over the vodafone network. Therefore the problem discussed in this thread is vodafone's. Your problem appears to be totally different. 

[htyaH]

Ripshod’s correct. Both customer’s using VF on CityFibre and OpenReach are experiencing issues. I heard a lot of rumours that VF is a mess right now.

[purrbox]

The high ping (1st hop after your router) issue is at city fibre. Write to the company director of cify fibre as their senior engineer told me on the phone he will not do anything about it.

He said "pings under 150ms are fine". They are not fine and city fibres own website states they are a low latency high speed service.

[Alvie]

@purrbox it definitely isn't a CityFibre issue because the previous CityFibre provider I was with (Giganet) had amazing latency times.

If they meant CityFibre will make sure they don't deal with problems coming from / about Vodafone then fair enough because that's Vodafone's problem to sort out and not CityFibre's (unless Vodafone hasn't been able to neatly integrate their system with CityFibre's but that's not for us to know). However, if they meant they'll make sure Vodafone doesn't respond to the high ping queries then that is a bit upsetting. Either way it's annoying to see someone with that kind of demeanor high up, but that is if what you're saying is true. (Not saying you are but anyone can lie on the internet and I haven't confirmed for myself so wouldn't want to suggest this guy is bad)

[purrbox]

NO. ....it 100% IS cityfibre.

Please do not confuse the issue, lots of people have spent thousands of hours on this.

You connect to the city fibre network via the box on your wall. The first hop that shows up on your trace route (after your router) has a high ping due to the previous hops inside cityfibres network (which don't show up). These are the hops between your box and the head end.

The fault (high ping) is caused between the ONT box and the head end at city fibre, this is before it is handed off to the vodafone network.