ADSL2 gateway problems Ticket ID: 31337606
I received the congratulatory email of goodness saying I would be taken over to the new super ADSL2 server - which I was quite happy about, it wouldn't really push my speed past 8Mb/s but I had a chance of getting closer to it from 6Mb/s...
Obviously there would be teething issues with the transfer, and I expected less than the letter suggested, because I know how reliable PlusNet have been in the past - I can not recall any downtime and speeds are always top notch for me.
Then the transfer started to take hold, and suddenly I had a ping the size of an elephant and loss so bad I browsing the net was like using good old 56k again. So now I am stuck, maybe its with all the festivities that have been happening at the moment, but I have had tickets open from mid December but no one seems to be listening to my issues and I never receive a response that actually says anything... This has just happened since the changes started to happen, checking my gateway I can see I am on the new server.
I thought maybe it was my router, it had started to act a little odd since we had a close lightning strike and it reset itself, and during one of the BT connection tests it actually died afterwards. I thought I had solved the problem, so off I skipped and bought a new router - no joy. Changed everything I could, router, filter, little phone cable, cable to PC - the only thing I cant change is the actual BT line connecting to my house. So its nothing inside my house...
I have asked to simply be switched back to the old gateway, anything... working from home its disabling when connection is dead slow or lost, because of my job designing/building and maintaining websites. This morning I had to wait for connectivity before I could finish some things off for a client...
Basically I just want a proper answer to my tickets - someone just look at them, its probably not a huge mystery but if it is at least tell me it is and then I can be safe in the knowledge that its being looked at... I used to be in IT, and tbh this ticket would have missed our targets by now...
Come on PlusNet you never let me down before - stop trying to now!
Check out this ping as an example:
Some more fun:
EDIT:
Things that have been done since this thread started
Is there anything else I personally can do? I don't think so....
Obviously there would be teething issues with the transfer, and I expected less than the letter suggested, because I know how reliable PlusNet have been in the past - I can not recall any downtime and speeds are always top notch for me.
Then the transfer started to take hold, and suddenly I had a ping the size of an elephant and loss so bad I browsing the net was like using good old 56k again. So now I am stuck, maybe its with all the festivities that have been happening at the moment, but I have had tickets open from mid December but no one seems to be listening to my issues and I never receive a response that actually says anything... This has just happened since the changes started to happen, checking my gateway I can see I am on the new server.
I thought maybe it was my router, it had started to act a little odd since we had a close lightning strike and it reset itself, and during one of the BT connection tests it actually died afterwards. I thought I had solved the problem, so off I skipped and bought a new router - no joy. Changed everything I could, router, filter, little phone cable, cable to PC - the only thing I cant change is the actual BT line connecting to my house. So its nothing inside my house...
I have asked to simply be switched back to the old gateway, anything... working from home its disabling when connection is dead slow or lost, because of my job designing/building and maintaining websites. This morning I had to wait for connectivity before I could finish some things off for a client...
Basically I just want a proper answer to my tickets - someone just look at them, its probably not a huge mystery but if it is at least tell me it is and then I can be safe in the knowledge that its being looked at... I used to be in IT, and tbh this ticket would have missed our targets by now...
Come on PlusNet you never let me down before - stop trying to now!
Check out this ping as an example:
Some more fun:
EDIT:
Things that have been done since this thread started
- Fault Raised with connection checker
- Many tickets raised lol :S
- BT Speedtest completed a few times - once before new router once after
- Router Changed for brand spanking new one
- All cables connecting router to phone line, filters, RJ45's, phone extentions have been removed and or changed for new ones - no change
- BT Line checked, 2 faults found and repaired by Openworld engineers - one was underground. Repairs have made no difference, but repairs are always good...
- Stripped set up down again to directly connecting to the master socket - tried wireless only ping tests and cabled ping tests - still no joy
- Fault now closed by BT saying that the line is clear of the faults the found.
Is there anything else I personally can do? I don't think so....
Mand - thanks very much, just got a really helpful call - please pass on my appreciation to the guy who called 
I had to call BT and ask them to run a line test (that's by dialling 151 for all your BT customers) which then I navigated the options menu and was put into a queue - BUT - BT have a phoneback system so I just selected that, and they rang me back without me having to hang on, which I thought was awesome. I explained the problem and the nice man ran a line test to which he said there was a fault detected between me and the exchange, so they will be attacking that over the next 2 days.
This is exactly what I wanted
Some progress and sign of things happening lol The worst time for your interweb to break must be over the Christmas holidays....
Thanks again Mand.
- Rob
I had to call BT and ask them to run a line test (that's by dialling 151 for all your BT customers) which then I navigated the options menu and was put into a queue - BUT - BT have a phoneback system so I just selected that, and they rang me back without me having to hang on, which I thought was awesome. I explained the problem and the nice man ran a line test to which he said there was a fault detected between me and the exchange, so they will be attacking that over the next 2 days.
This is exactly what I wanted
Some progress and sign of things happening lol The worst time for your interweb to break must be over the Christmas holidays.... Thanks again Mand.
- Rob
Yeah, Brad told me it was a line fault. Glad you got things moving with BT.
Gotta say - BT was awesome, came out and found out the problem was underground - and a small one on the line coming into the house. Both have now been fixed...
BUT
Yes there is always a but and nothing is ever simple...
I am still getting terrible ping, to everywhere.
H E L P lol
BUT
Yes there is always a but and nothing is ever simple...
I am still getting terrible ping, to everywhere.
H E L P lol
You've probably got a lousy IP Profile as a result of the problems - have you run the BT speed test? It might be worth asking for the training of your line to be restarted.
I will give it a run though now jelv - and see what happens thx for the tip...
etc etc
thx for the tip...
Quote Download speedachieved during the test was - 3468 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :7008 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 6000 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 9.52:2.51:87.98 (SBE:NBE:PBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
etc etc
Hi Chris - thanks for the reply
Yup I can...
I just used pingtest because it sends 250 packets quickly instead of 4 or setting it to more and having to wait
hope this is useful!
- Rob
Yup I can...
I just used pingtest because it sends 250 packets quickly instead of 4 or setting it to more and having to wait
hope this is useful!
- Rob
Could you run this command and post the results please:
Tip: You can copy the text out of the command box by selecting Edit, Mark from the menu accessed from right clicking the C:\ icon in the top left hand corner, then drag over the text to be copied with the mouse and hit enter (or copy from the same menu)
pathping -p 50 -q 100 bbc.co.uk
Tip: You can copy the text out of the command box by selecting Edit, Mark from the menu accessed from right clicking the C:\ icon in the top left hand corner, then drag over the text to be copied with the mouse and hit enter (or copy from the same menu)
Nice tip with the pingpath, never used that before.
Here we go
Pretty jumbled - sorry the paste wasn't too good
edit: also getting disconnected quite regularly atm - sync is stable though.
Here we go
Quote Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:
0 MacKay-PC.Belkin [192.168.2.3]
1 192.168.2.1
2 lo0-plusnet.pcl-ag04.plus.net [195.166.128.134]
3 gi1-6-604.pcl-gw02.plus.net [84.92.0.229]
4 te2-1.pcl-gw01.plus.net [212.159.1.113]
5 te2-2.pte-gw1.plus.net [212.159.0.186]
6 vl22.thn-gw1.plus.net [212.159.4.3]
7 te2-3.thn-gw2.plus.net [212.159.1.58]
8 * rt0.thdo.bbc.co.uk [212.58.239.25]
9 212.58.238.133
10 virtual-vip.thdo.bbc.co.uk [212.58.224.138]
Computing statistics for 50 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 MacKay-PC.Belkin [192.168.2.3]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.2.1
20/ 100 = 20% |
2 364ms 20/ 100 = 20% 0/ 100 = 0% lo0-plusnet.pcl-ag04.plus.net [195
.166.128.134]
3/ 100 = 3% |
3 374ms 23/ 100 = 23% 0/ 100 = 0% gi1-6-604.pcl-gw02.plus.net [84.92
.0.229]
1/ 100 = 1% |
4 386ms 33/ 100 = 33% 9/ 100 = 9% te2-1.pcl-gw01.plus.net [212.159.1
.113]
0/ 100 = 0% |
5 379ms 29/ 100 = 29% 5/ 100 = 5% te2-2.pte-gw1.plus.net [212.159.0.
186]
0/ 100 = 0% |
6 384ms 33/ 100 = 33% 9/ 100 = 9% vl22.thn-gw1.plus.net [212.159.4.3
]
0/ 100 = 0% |
7 378ms 24/ 100 = 24% 0/ 100 = 0% te2-3.thn-gw2.plus.net [212.159.1.
58]
2/ 100 = 2% |
8 375ms 29/ 100 = 29% 3/ 100 = 3% rt0.thdo.bbc.co.uk [212.58.239.25]
0/ 100 = 0% |
9 376ms 26/ 100 = 26% 0/ 100 = 0% 212.58.238.133
5/ 100 = 5% |
10 368ms 31/ 100 = 31% 0/ 100 = 0% virtual-vip.thdo.bbc.co.uk [212.58
.224.138]
Trace complete.
Pretty jumbled - sorry the paste wasn't too good
edit: also getting disconnected quite regularly atm - sync is stable though.
It's best to wrap the output in [pre]...[/pre] tags (the button with 
on it) and rejoin the lines that wrapped.
That's confirms that the delay is occurring between you and the gateway - I don't like the packet loss either!
on it) and rejoin the lines that wrapped.Tracing route to bbc.co.uk [212.58.224.138]
over a maximum of 30 hops:
0 MacKay-PC.Belkin [192.168.2.3]
1 192.168.2.1
2 lo0-plusnet.pcl-ag04.plus.net [195.166.128.134]
3 gi1-6-604.pcl-gw02.plus.net [84.92.0.229]
4 te2-1.pcl-gw01.plus.net [212.159.1.113]
5 te2-2.pte-gw1.plus.net [212.159.0.186]
6 vl22.thn-gw1.plus.net [212.159.4.3]
7 te2-3.thn-gw2.plus.net [212.159.1.58]
8 * rt0.thdo.bbc.co.uk [212.58.239.25]
9 212.58.238.133
10 virtual-vip.thdo.bbc.co.uk [212.58.224.138]
Computing statistics for 50 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 MacKay-PC.Belkin [192.168.2.3]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.2.1
20/ 100 = 20% |
2 364ms 20/ 100 = 20% 0/ 100 = 0% lo0-plusnet.pcl-ag04.plus.net [195.166.128.134]
3/ 100 = 3% |
3 374ms 23/ 100 = 23% 0/ 100 = 0% gi1-6-604.pcl-gw02.plus.net [84.92.0.229]
1/ 100 = 1% |
4 386ms 33/ 100 = 33% 9/ 100 = 9% te2-1.pcl-gw01.plus.net [212.159.1.113]
0/ 100 = 0% |
5 379ms 29/ 100 = 29% 5/ 100 = 5% te2-2.pte-gw1.plus.net [212.159.0.186]
0/ 100 = 0% |
6 384ms 33/ 100 = 33% 9/ 100 = 9% vl22.thn-gw1.plus.net [212.159.4.3]
0/ 100 = 0% |
7 378ms 24/ 100 = 24% 0/ 100 = 0% te2-3.thn-gw2.plus.net [212.159.1.58]
2/ 100 = 2% |
8 375ms 29/ 100 = 29% 3/ 100 = 3% rt0.thdo.bbc.co.uk [212.58.239.25]
0/ 100 = 0% |
9 376ms 26/ 100 = 26% 0/ 100 = 0% 212.58.238.133
5/ 100 = 5% |
10 368ms 31/ 100 = 31% 0/ 100 = 0% virtual-vip.thdo.bbc.co.uk [212.58.224.138]
Trace complete.
That's confirms that the delay is occurring between you and the gateway - I don't like the packet loss either!
