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jimmo52's avatar
jimmo52
2 years ago
Solved

Community Help please: low ping but sluggish gameplay

I know I have seek help many times already for this issue but I'm hoping to find someone that had the same problem as me but fixed it.

So my problem is that playing HUT, in game, it is constantly saying that I have 20 ms ping, sometimes 30 ms. The problem here is not the ping but the fact that the gameplay is inconsistently sluggish. Some nights, I can play with minimal sluggishness and some other nights, it is super sluggish, as if I have 70 ms ping but with in game saying I have 20 ms ping.

Note: its not a problem of overall of my players. I play with the same team  or with lower overall team (players from current event) in Squad battle and I don't have the sluggishness.

Definition of sluggishness: slow players, switch players takes almost 1 sec to switch, not well timed shots or weird shots or contortionist shots, pokes takes almost 1 sec to act, hits that often miss or hits that are super weak, even with Truculence, miss passes. All of this is due to having delay of almost 1 sec.

So, this is everything that I changed or set:

  1. Change to a gaming router: asus rt-ax82u
  2. plugged with cat7 to my ps4
  3. changed dns to multiple public dns (checked with dsn benchmark to find which has the best uncached performance)
  4. dmz enabled for the ps4
  5. static ip for the ps4
  6. used with and without QOS
  7. port opened with previous nhl version (yes, I set them even tho I have dmz enable for ps4)
  8. daily reboot modem
  9. weekly reboot of router
  10. power cycle ps4
  11. monitor set to gaming mode
  12. controller set to usb mode
  13. test modem for performance
  14. have 200 mbps down and 30 mbps up
  15. New controller
  16. NHL 24 is the only game in ps4

The only thing I cannot change is the modem that my ISP provided. They don't have any other modem and cannot change to another modem.

I hope I can find someone that had the same problem and that successfully fixed the problem like mine.

Thanks!

ps: found on another forum with someone having the same problem but no solution ☹️ Slow-gameplay-Tested-connectivity-and-ping-under-20ms 

  • RicochetII's avatar
    RicochetII
    2 years ago
    @jimmo52 I'd recommend switching ISPs then. If they aren't willing to offer a modem exchange and are using known problematic equipment with no alternatives, it's a good idea to shop around.

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  • RicochetII's avatar
    RicochetII
    2 years ago
    @jimmo52

    If by sluggish you mean pressing a direction and having your player move either later or for too long, I have been experiencing that issue for a few weeks.
    I describe it as "floating". My player doesn't react according to my inputs. It is not typical lag with speed or framerate changes.

    I have tried everything within my control, beginning with controller replacement to eliminate stick drift as the cause. You don't mention trying that?

    The only thing I haven't done is contact my ISP (no time yet), where there may be an issue at a local node or line.
    You may also want to consider swapping your modem even if it's for the same model. Especially with rental equipment, it often sees high use in different environments and/or is refurbished.

    I'd recommend controller test first (borrow a friend's). Then have your ISP check your network.
    If those don't work ask to swap modems.
  • jimmo52's avatar
    jimmo52
    2 years ago

    @RicochetIIBoth of those solutions don't work. It's a brand new controller (I have older controller too and doesn't change anything). And it only happens in online mode. Offline, perfect speed with no delay or "floating".
    As for my ISP, cannot change modem. My ISP doesn't let us change modem.

  • RicochetII's avatar
    RicochetII
    2 years ago
    @jimmo52

    There have been some AT&T issues. Are you with them?

    If not try a test which includes jitter. (cloudflare)

    I've never heard of an ISP refusing to swap out a modem (unless it's a modem/router combo and you own it). If that's the case you should be able to replace it with your own device (I'm not clear on if you tried this, or simply connected your own router to the modem).
    It might be worth checking your modem for known issues (such as the Puma chipset) and ensuring the firmware is up to date.

    If you're unable to find an answer in your network, hopefully it isn't your PS4.
    I'm not eliminating EA as a possibility, but you aren't going to get any help there unless it's impacting a significant number of users and/or you've eliminated all possible causes.
    If you feel you've done as much as you can, you may want to try posting in the Technical Issues forum, include video, and describe all the steps you've taken to attempt a resolution.

    Good luck!
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    2 years ago

    @jimmo52 

    I can only echo what @RicochetII is saying. Personally, I won't use any equipment supplied by an ISP. Especially those modem/router combo units. They're just not great for all gaming. Especially sports games so I invest in my own modem and router. It does seem unusual that they won't let you use your own equipment. It sounds like you have the router taken care of so possibly, the issue is with the modem. You want to make sure it supports the speed you're supposed to be getting as well as DOCSIS 4.0.

    Also, it's very hard for us to troubleshoot a connection feeling sluggish. If you're noticing a 1 second delay though, that is most likely an issue. Gaming mode is always recommended, which you're using. It would also be good to have a premium HDMI cable. It would be good to check yours for any damage as well.

    When you enabled QoS, did you prioritize your console? When you play, is there a lot of traffic on your network? Possibly someone else streaming video?

    It sounds like you've been through some really thorough troubleshooting. We're not aware of any issues on our end. The AT&T issue has a potential resolution in place currently. It also was different as players couldn't connect at all so I don't think this is related.

  • jimmo52's avatar
    jimmo52
    2 years ago

    Thanks @RicochetII @EA_Aljo .
    I think that the problem is really my modem... it contained the intel puma chipset ... which I couldn't accept that as probable cause for my latency. I wanted to try everything before needing to change ISP (because my ISP Fizz (Videotron) doesn't let me change the modem).
    And to answer Aljo, I only play online when I'm home alone and the QOS is set to gaming, which prioritize specifically my ps4 that is plugged in the gaming ethernet port. I doubt it is an issue of HDMI if my offline gaming like Squad Battle is a non issue.
    I tried playing by plugging the ps4 directly to the modem and it is the same thing: sluggish...
    Hopefully, it is not my 1st generation ps4... After upgrading my internet speed and router, I am starting to spend a bit too much for 1 game...

    Little update with my ISP: They clearly said that I can't use another modem than the provided one. ALSO, my ISP clearly said that their modem is incompatible with gaming console (or ps4) and it caused latency... So, it's time to change my good priced ISP... ☹️

  • NeonSkyline21's avatar
    NeonSkyline21
    Seasoned Ace
    2 years ago

    Unfortunately, this isn't an issue anyone at EA Sports will be able to help you with. You'd likely need a networking specialist to come to your place and help you determine the issue. 

    Judging from the actions that you've taken, you've done everything you can on your end (besides replacing the modem but if you're getting the correct speeds that your ISP advertises then the modem is likely fine). Typically, with issues like this, upload speed is a big culprit. "Input lag" (which is what you and I and others experience a lot of the time) is usually determined by upload speed -- but yours are seemingly fine. You have 30MB UL which is probably above average for most ISPs. I know mine (Spectrum in LA) really skimps out and only offers 15 UL while DL is 500.  

    You said that your ping is 20-30ms, so you're generally close to an EA HUT server. Have you measured 'jitter' or 'packet loss?' If you're not seeing spikes in ping, you likely aren't experiencing packet loss. I'm sure you've already considered this but are you ensuring that your network bandwidth isn't congested while playing NHL? 


    Sorry that you're dealing with this. I don't play HUT but I get the same issue in WoC (which also uses dedicated servers). I assume it's because most of my opponents are NOT located close to me (being a chel fan in LA is rough) so I'm forced to play on servers that are further away. 

    The last thing I'll say is that I CONSTANTLY deal with input lag when playing online versus as well. As you know, online versus uses peer-to-peer hosting so it's a bit of a different animal. Depending on my opponent, games can range from SUPER smooth (if they live in LA) to straight-up RED connection quality. The strange thing is that I sometimes get the same issue that you're describing: a 30 or less ping game that somehow still feels sluggish like it's a 90 ping game. 

  • jimmo52's avatar
    jimmo52
    2 years ago
    @NeonSkyline21 wrote:

    Unfortunately, this isn't an issue anyone at EA Sports will be able to help you with. You'd likely need a networking specialist to come to your place and help you determine the issue. 

    Judging from the actions that you've taken, you've done everything you can on your end (besides replacing the modem but if you're getting the correct speeds that your ISP advertises then the modem is likely fine). Typically, with issues like this, upload speed is a big culprit. "Input lag" (which is what you and I and others experience a lot of the time) is usually determined by upload speed -- but yours are seemingly fine. You have 30MB UL which is probably above average for most ISPs. I know mine (Spectrum in LA) really skimps out and only offers 15 UL while DL is 500.  

    You said that your ping is 20-30ms, so you're generally close to an EA HUT server. Have you measured 'jitter' or 'packet loss?' If you're not seeing spikes in ping, you likely aren't experiencing packet loss. I'm sure you've already considered this but are you ensuring that your network bandwidth isn't congested while playing NHL? 


    Sorry that you're dealing with this. I don't play HUT but I get the same issue in WoC (which also uses dedicated servers). I assume it's because most of my opponents are NOT located close to me (being a chel fan in LA is rough) so I'm forced to play on servers that are further away. 

    The last thing I'll say is that I CONSTANTLY deal with input lag when playing online versus as well. As you know, online versus uses peer-to-peer hosting so it's a bit of a different animal. Depending on my opponent, games can range from SUPER smooth (if they live in LA) to straight-up RED connection quality. The strange thing is that I sometimes get the same issue that you're describing: a 30 or less ping game that somehow still feels sluggish like it's a 90 ping game. 

    Thanks for the reply.

    I'm pretty sure that my network bandwitdh wasn't congested while playing NHL. I even plugged my ps4 directly to the modem that has only the ps4 connected to the internet and still the same thing.

    After reading lots of forum, it seems like the modem that I have cause lots of problem gaming side. Lag or latency felt during gaming but other stuffs than gaming are ok. This is because of the Intel Puma chipset.

    After contacting my ISP, they confirmed to me that their modem has been known to have problems with latency when playing online games.

  • RicochetII's avatar
    RicochetII
    2 years ago
    @jimmo52 I'd recommend switching ISPs then. If they aren't willing to offer a modem exchange and are using known problematic equipment with no alternatives, it's a good idea to shop around.
  • jimmo52's avatar
    jimmo52
    2 years ago
    @RicochetII Yeah.. unfortunately, my ISP doesn't allow to change the modem, it has only 1 model of model available and cannot have a personal modem.
    Shopped around and gotta find those that offer good modem without the defect chip or that allow personal modem.
  • XxRalfyBoy11xX's avatar
    XxRalfyBoy11xX
    New Novice
    2 years ago

    I'm very curious...did u ever resolve your issue..I have the exact same problem on my Xbox..weirdly enough it plays great on my PS5...I have ATT as well but I was experiencing the same issue with Xfinity with my own modem and router... why I switched to ATT but have the same issue.I did all the troubleshooting you did and most of the time didn't work.

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