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High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

PETE716
Member

Hi,

I have a fairly new HP Elite x2 1012 (less than a month old)

I've noticed when on mobile broadband (LTE) connection the internet is very slow, and in troubleshooting I've found the ping times to be rather high.

For example:

Microsoft Windows [Version 10.0.16299.125]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\Users\spule>ping verizon.com

Pinging verizon.com [192.16.31.23] with 32 bytes of data:
Reply from 192.16.31.23: bytes=32 time=974ms TTL=49
Reply from 192.16.31.23: bytes=32 time=616ms TTL=49
Reply from 192.16.31.23: bytes=32 time=625ms TTL=49
Reply from 192.16.31.23: bytes=32 time=435ms TTL=49

Ping statistics for 192.16.31.23:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 435ms, Maximum = 974ms, Average = 662ms

Being on a Veizon Wireless LTE connection, I'd expect the ping times to verizon.com to be much lower.

Further investigating, I ran a tracert with the following results:

Microsoft Windows [Version 10.0.16299.125]
(c) 2017 Microsoft Corporation. All rights reserved.

C:\Users\spule>tracert verizon.com

Tracing route to verizon.com [192.16.31.23]
over a maximum of 30 hops:

  1   523 ms   606 ms   474 ms  85.sub-66-174-39.myvzw.com [66.174.39.85]
  2   707 ms   549 ms   759 ms  202.sub-69-83-39.myvzw.com [69.83.39.202]
  3   586 ms   641 ms   518 ms  114.sub-69-83-39.myvzw.com [69.83.39.114]
  4   602 ms   631 ms   553 ms  194.sub-69-83-39.myvzw.com [69.83.39.194]
  5   615 ms   526 ms   544 ms  42.sub-69-83-43.myvzw.com [69.83.43.42]
  6   589 ms   572 ms   710 ms  46.sub-69-83-43.myvzw.com [69.83.43.46]
  7   713 ms   667 ms   590 ms  46.sub-69-83-43.myvzw.com [69.83.43.46]
  8   696 ms   525 ms   480 ms  169.sub-69-83-33.myvzw.com [69.83.33.169]
  9   602 ms   723 ms   649 ms  30.GigabitEthernet5-1.GW3.TPA2.ALTER.NET [152.179.46.153]
10   751 ms   678 ms   595 ms  0.ae9.GW2.MIA19.ALTER.NET [140.222.231.223]
11   821 ms   570 ms   600 ms  Edgecast.com.customer.alter.net [152.179.236.134]
12   797 ms   744 ms   496 ms  152.195.88.133
13   571 ms   808 ms   875 ms  46.22.65.99
14   626 ms   708 ms   579 ms  192.16.31.23

Trace complete.

I get similar ping and tracert results from other hosts including google.com  and cnn.com

When I connect to wifi networks (including my phone's hotspot) the ping times are MUCH lower and the internet moves right along at a more notmal speed.

Since wifi works correctly, I don't believe it is anything with windows and rather something in the connection settings for the built in mobile broadband.

I did reinstall the driver with a fresh copy downloaded from HP's website, however this didn't change anything.

I'd be very appreciative of any suggestions that will help me get to a resolution.

Labels (1)
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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

Ann154
Expert

Which plan do you have?

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

PETE716
Member

I’m on the unlimited plan launched Feb 2017, now grandfathered.  This line has used 4.26 GB of mobile broadband and we’re 3 weeks into the bill cycle so it shouldn’t be deprioritozed.

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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

Community Manager
Community Manager

PETE716-

I feel your need for speed. I definitely want to make sure that you are experiencing data connections you can count on! I'd like to grab a few more details from you. How long has this been happening? On the tests where the PING is pretty high, what data speeds are you pulling? To confirm, this is not happening with the other devices on your Verizon account?

AmberK_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

PETE716
Member

Hi!

Thanks for the response.  On this device, I’ve done lots of speed tests as well.  On the mobile network they range from 0.2-0.7 Mbps down and 0.07-0.6 Mbps up.  Speedtest.net is using a Verizon server in the same city I’ve been visiting.

This device is fairly new (less than a month old) and this is the first real time I’ve used it on the mobile network.

My other devices (iPad, Jetpack, and Samsung Galaxy Book all have ping times at or below 50ms and speed tests range from 7.0-16.0 Mbps down and 3.0-12.0 Mbps up.

When connected to WiFi (or the hotspot from one of the other devices) everything works like a charm.  The problem only seems to be when this HP Elite x2 connects directly to the mobile network.

I’ve also taken it to a few different areas of town (10-20 miles in either direction) and the problem follows me while the other devices continue to work properly.

This was a holiday purchase so the return period is up Monday 1/15.  I’d really like to get this working before then, if not I may return it and wait for something else.

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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

mama23dogs
Sr. Leader

Have you programmed Verizon APN settings?

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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

PETE716
Member

I haven't programmed or changed anything, but I just took a look and the APN being used is:  vzwinternet

I believe this is correct, but I'd be willing to look at or add/change something to test.  I'd appreciate any ideas.

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Re: High ping times and slow internet when on mobile broadband (LTE) HP Elite x2 1012

Community Manager
Community Manager

Thanks for the details PETE716. IF this phone isn't working for you but other device work with no issues, returning it within the holiday return period is definitley a good idea. Being the device is new, there isn't many steps we can trouble-shoot to get it to gain more reception. We can however, file a trouble-ticket for the area if we need to investigate the reception but it's sounding like the phone is the problem and not the tower reception.

 

KinquanaH_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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