Network lagging on Youtube & Roblox after upgrade to Giga hub and 1.5GB

[MichaelChen]

Hi,

I found this lagging issue after I upgraded to the Giga hub and 1.5G service (not sure which one causes the issue), while watching Youtube / Wechat short videos, or playing on-line games. Speed test doesn't show any problem. I got at least 300Mbps at the farthest end in my house via WiFi, and full speed from the modem (1.5+ Gbps up, 900+ Mbps down). Before the upgrade, I used the HomeHub 4K and 1G service, and I didn't have such lagging issue.

Can you provide help on the diagnosis? Thanks!

[BellNick]

Hi there @MichaelChen,
Thank you for your post.
Which devices are you using when you experience this?
Have you tested with a wired connection instead of Wi-Fi?
Are you able to do a speed test and share a picture of the results?
When this occurs, have you tried using our Virtual Repair ToolIt is great for remotely detecting and resolving issues.
Looking forward to hearing back.

[MichaelChen]

We mostly use the wifi in the house. We experienced the issue on multiple device, e.g. iPhone 11, iPad etc. As I said, the speed from the device doesn't seem to be a problem as I guessed (I got around 500Mbps when close to the modem, and 300Mbps on second floor at the farthest end). However when I tested the speed from my laptop today (connected to the modem 10G port via ethernet cable directly), below is the result and doesn't seem right. Any suggestion?

[MichaelChen]

BTW, the Virtual Repair Tool didn't seem to work properly. It always said "Found an issue" at either step #1 "Outage check", or step #2 "Outside hardware check". I don't trust it, unless there is actually issue (but then how I could access the network?)

[BellPatricia]

Hi there @MichaelChen, thanks for your reply.

Can you share which games you're playing, along with a screen shot of your traceroute/ping test results?

Are you using any third party equipment such as a router? If using a router we recommend unplugging the equipment and test the connection when connected directly to the Bell modem.

Keep the Community posted.

- Patricia

[MichaelChen]

Hi,

Thanks for your reply. The game that my kid usually plays is Roblox on his iPad. So he has to be on WiFi. But as I said, there was no problem at all previously with my HH 4000 and 1Gbps service package. The issue only started after the upgrade (nothing else was changed).

Below is the ping and traceroute result from my laptop:

[BellPatricia · Accepted solution]

Hey there @MichaelChen, thanks for your reply.
Just wanted to confirm as well, are you using a third party router or any additional equipment to broadcast the Wi-Fi signal?
You speed test above looks pretty good. Was it done from the iPad? If you move closer to the modem does the issue go away?
When playing ensure all apps are closed in the background.
Let the Community know if you need any further assistance.
- Patricia