High latency / low bandwidth

Nicolas R. 63496

Hi,

I regularly encounter high latency (>100ms ping) when playing online games, as well as low bandwidth (some webpages take ages to load).

This is on multiple devices (one phone, several computers). All use the WiFi (with my own mesh, not the WiFi from the provided router) but I don't think the WiFi is the issue for two reasons:

• I was with another provider before and never encountered such problems.
• Doing a speed test from my computer (one that encounters the issue) gives the following results:
• DL: 444 Mbps, 70 latency
• UL: 50 Mbps, 11 latency
• Ping: 25

This is almost a daily occurrence and I am at my wits' end. Has anyone faced similar issues?

Whizz

Hello @Nicolas R. 63496

I'm sorry to hear about your experience with your internet service. I’ve briefly checked your account and can see that your service is active and your signals appear to be relatively good.

I recommend reaching out to our online customer service to discuss this privately, as our team will be able to assist you more effectively. You can contact our agents by clicking on this link: https://fizz.ca/en/support

Additionally, I suggest performing a network scan before getting in touch with our support team. This scan will help our agents identify the root cause of the issue more quickly. To do this, please follow these steps: open the Wi-Fi app on your mobile device > tap Tools and support and select Network scan > stand next to your modem and tap Start scan; and consult this FAQ for more details: https://fizz.ca/en/faq/how-can-fizz-wi-fi-app-help-me

We will be waiting for your contact so we can discuss your situation further and provide the necessary assistance.

Have a good one,
-Alexandra, Community Moderator

PotatoStarch

You can check games' ports and make sure they are forwarded in router

Nicolas R. 63496

Thanks for the suggestion but I don't see how this could be related. AFAIK, a non-forwarded game port prevents the connection, it does not create high latency. Also, there are some times when everything is perfectly normal.

G225 code IRSGE

Hi, disconnect the power from time to time to clear the modem's cache.This can vary from one server to another and especially from one hour to another.I am also a gamer and the servers vary from time to time.

Nicolas R. 63496

I tried unplugging the router but this did not solve the issue. I also tried changing the DNS but to no avail.

PotatoStarch

@Nicolas R. 63496 said:
Thanks for the suggestion but I don't see how this could be related. AFAIK, a non-forwarded game port prevents the connection, it does not create high latency. Also, there are some times when everything is perfectly normal.

A non forwarded port might not prevent a connection and could increase latency due to routing within network and the processing by your network hardware. It might not be your issue, but it is a basic and simple starting point that is usually relevant in cases where games are effected in a seemingly working network environment.

To validate the issue isn't with WiFi network or your wireless NIC you can temporarily switch to an Ethernet cable and test again.

Another common solution could be network settings, NIC configuration and firewall within your operating system.