Troubleshooting High Latency Issues for a Professional Gamer

Overview

We were called out to a job in Rose Hill, where the customer, a professional gamer subscribed to Aussie Broadband, was experiencing high latency and packet loss on their NBN Fibre to the Building (FTTB) connection. These issues were significantly impacting their gaming experience, causing noticeable lag, jitter, and rubberbanding during gameplay—critical problems for a professional gamer. Our task was to identify the cause of these disruptions and resolve the connectivity issues.

The Challenge

The customer reported irregular spikes in latency and intermittent packet loss during online gaming sessions. Initial tests conducted directly from the customer’s unit indicated severe latency spikes, occasionally reaching as high as 200 ms, well above the acceptable range for gaming. While this problem was not noticeable during regular web browsing or streaming, it was highly disruptive during activities that rely on real-time data transmission, such as gaming and VoIP.

To diagnose the issue, we started by conducting tests directly from the NBN termination point in the basement to isolate any internal cabling problems within the customer’s premises. We utilised the test router provided by Aussie Broadband and attempted to recreate the packet loss issues from the main distribution frame (MDF) room in the building.

Investigation and Findings

During our investigation, we noticed a peculiar jittering noise emanating from various steel frames and cable trays in the MDF room. This noise was detectable across multiple steel components and cables, indicating a potential electrical interference issue.

Key Observations:

• Electrical Noise: The jittering noise was present on steel frames, cable trays, and even the fibre frame itself. However, it was not immediately clear if this noise was directly responsible for the network issues.
• Earthing Issues: None of the steel frames were properly earthed, suggesting that the noise could be related to poor grounding. The fibre termination point appeared to have earthing, but it did not mitigate the noise detected on other components.
• Testing Results: We used a test set to measure resistance and continuity between various components, including earth connections. All readings were within normal parameters, indicating no direct faults in the internal cabling from the customer’s side.

Despite normal test results, the intermittent spikes and jitter remained, particularly when testing the connection with UDP traffic, which is commonly used in online gaming due to its low latency and no retransmission characteristics.

Resolution Attempts

After confirming that the customer’s internal cabling was functioning correctly, we conducted ping tests using the customer’s equipment. Direct connections to the NBN jumper at the MDF showed improved performance compared to the results from the customer’s unit. This indicated that the interference was likely occurring somewhere between the MDF and the customer’s premises.

To further understand the issue, we suggested the following steps:

1. Additional Testing: Recommend that Aussie Broadband conducts further diagnostics, possibly involving a Level 2 NBN technician, to examine the wiring from the MDF to the customer’s unit more closely.
2. Earthing Inspection: Given the widespread noise on the steel frames, a comprehensive check of the earthing within the MDF and other critical network components is necessary. Proper earthing could help reduce the noise and interference affecting the connection.
3. Environmental Noise Mitigation: Investigate other sources of electrical noise within the building that might be contributing to the jitter. Electrical interference from nearby machinery or equipment could also play a role.

Conclusion

In the end, the issue was traced back to the MDF frame not being correctly earthed, causing electrical noise and interference that impacted the customer’s internet performance. Proper earthing is a fundamental requirement that should have been installed correctly when the building was first constructed. This involves using appropriate copper wiring to ground all metal frames, cable trays, and critical infrastructure components to prevent electrical interference.

Proper earthing of MDF frames is a standard safety and performance measure that ensures stable and interference-free operation of telecommunications equipment. Unfortunately, this step was overlooked during the initial construction, leading to the current issues. This responsibility falls squarely on the building management, as it involves the building’s shared infrastructure, not the responsibility of individual renters.

The building management must correct this oversight to ensure all tenants, including our customer, receive the high-quality internet connection they pay for. By addressing the earthing deficiency, the interference will be eliminated, restoring reliable performance for activities like gaming, VoIP, and other latency-sensitive tasks. This case highlights the critical need for proper infrastructure setup from the beginning, as neglecting such basics can lead to costly and disruptive issues down the line.

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