topic Re: BT Wholesale upgrade in Plusnet Feedback

BT Wholesale upgrade

eddum — Mon, 24 Aug 2009 07:56:15 GMT

I read this notification with the usual disinterest:

Quote
The change will cause a brief (up to about 60 minutes) disconnection to your service which could also affect your telephone service, you will then be able to reconnect straight away and shouldn't need to change any settings in your broadband hardware or PC.

Fair enough.
Come friday and sunday night (away for the weekend!) we are having repeated disconnection & limited/slow connectivity (sites we can access are slow, some get the header but nothing else, including plus.net), so this morning I raise a ticket to find:

Quote
Your migration took place on the 21/08/2009. There is a 10 day training period before the line will be stable ast the faster speed possible so the line speed will fluctuate in the meantime.

Which is rather different to the rosey picture painted in the original notification and doesn't address the disconnection or limited connectivity issues we're having.
What other info can I provide to help here ?
I'm running a netgear router so the logs will show the reconnects, if this is helpful ?
What ping / traceroute info will be constructive here ?
I'm trying to be constructive here but may break into a rant at any second
Has anyone else experienced issues following the upgrade ?
Thanks for any help/input.

Re: BT Wholesale upgrade

James — Mon, 24 Aug 2009 08:17:03 GMT

Hiya,
To be honest with you, the information in the ticket that you were sent is how we would expect the migration to happen.
You'll now be in the ten day training period, although you still shouldn't be seeing such a drop in connectivity. Could you possibly make sure that your router is wired into the master socket via a microfilter with all of your other telephony devices detached and see if this makes any difference?

Re: BT Wholesale upgrade

glloyd — Mon, 24 Aug 2009 09:05:26 GMT

Surely it is wrong to suggest you do not have to change any router settings when you have to change to ADSL2+ otherwise it will still try to connect at ADSL or are we talking about something else?

Re: BT Wholesale upgrade

James — Mon, 24 Aug 2009 09:06:22 GMT

It's an LLU to IPStream Max migration.

Re: BT Wholesale upgrade

eddum — Mon, 24 Aug 2009 09:21:19 GMT

Quote from: Jameseh
Could you possibly make sure that your router is wired into the master socket via a microfilter with all of your other telephony devices detached and see if this makes any difference?

I did try this last night with little effect, although there was still an extension lead from the main socket.
Moving the router & power supply to the main socket is a rather more involved process I was hoping to avoid, especially given the existing setup has been fine for the last 5+ years !

Re: BT Wholesale upgrade

eddum — Mon, 24 Aug 2009 09:23:07 GMT

Quote from: Jameseh
To be honest with you, the information in the ticket that you were sent is how we would expect the migration to happen.
You'll now be in the ten day training period, although you still shouldn't be seeing such a drop in connectivity.

Should I be expect, as a customer to suffer a drop in performance (or none at all!) for 10days, 1/3rd of my billing period and still pay full price ?

Re: BT Wholesale upgrade

James — Mon, 24 Aug 2009 09:25:09 GMT

Sure, I appreciate that.
Basically, it's a good idea to get the best quality signal during the first ten days. However, during this ten day period, the line should stabilise when finding the optimal speed.
It really shouldn't last the full ten days and in 95% of cases, it's extremely minimal, but may not be helped by your extension wiring.

Re: BT Wholesale upgrade

eddum — Mon, 24 Aug 2009 09:27:53 GMT

Ok cheers.
So no amount of traceroute / ping investigation will help here ?
Even where some sites come up and others don't ?

Re: BT Wholesale upgrade

James — Mon, 24 Aug 2009 09:28:44 GMT

It probably wouldn't hurt as it would show where the connection is dropping the data, although if the connection is dropping heavily, it might not be of any use.

Re: BT Wholesale upgrade

eddum — Mon, 24 Aug 2009 12:34:45 GMT

looking at the router logs the connection was fine all night and only started dropping at 8:30 this morning... presumably when swmbo got up and started using it.

Re: BT Wholesale upgrade

eddum — Tue, 25 Aug 2009 06:47:23 GMT

latest update from last nights pain gone into support this morning... if anyone cares to comment please do.
(hmmm ok cant attach txt files here so some excerpts included below)
1 - router log showing disconnections


Sun, 2009-08-23 19:36:08 - LCP down.
Sun, 2009-08-23 19:36:14 - Initialize LCP.
Sun, 2009-08-23 19:36:14 - LCP is allowed to come up.
Sun, 2009-08-23 19:36:18 - CHAP authentication success
Sun, 2009-08-23 19:47:48 - LCP down.
Sun, 2009-08-23 19:47:56 - Initialize LCP.
Sun, 2009-08-23 19:48:09 - LCP is allowed to come up.
Sun, 2009-08-23 19:48:13 - CHAP authentication success
Sun, 2009-08-23 20:00:43 - LCP down.
Sun, 2009-08-23 20:00:51 - Initialize LCP.
Sun, 2009-08-23 20:00:54 - LCP is allowed to come up.
Sun, 2009-08-23 20:00:58 - CHAP authentication success
Sun, 2009-08-23 20:01:48 - LCP down.
Sun, 2009-08-23 20:01:56 - Initialize LCP.
Sun, 2009-08-23 20:01:59 - LCP is allowed to come up.
Sun, 2009-08-23 20:02:04 - CHAP authentication success
Sun, 2009-08-23 20:08:53 - LCP down.
Sun, 2009-08-23 20:09:02 - Initialize LCP.
etc

2 - variety or ping & traceroute to known good sites, relatively frequent timeouts / dropped packets.


Pinging 192.168.0.1 with 32 bytes of data:
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Reply from 192.168.0.1: bytes=32 time=1ms TTL=64
Ping statistics for 192.168.0.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 1ms, Maximum = 1ms, Average = 1ms

Pinging plus.net [212.159.8.2] with 32 bytes of data:
Reply from 212.159.8.2: bytes=32 time=44ms TTL=248
Reply from 212.159.8.2: bytes=32 time=77ms TTL=248
Request timed out.
Reply from 212.159.8.2: bytes=32 time=42ms TTL=248
Ping statistics for 212.159.8.2:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 42ms, Maximum = 77ms, Average = 54ms

Pinging plus.net [212.159.8.2] with 32 bytes of data:
Reply from 212.159.8.2: bytes=32 time=49ms TTL=248
Reply from 212.159.8.2: bytes=32 time=55ms TTL=248
Request timed out.
Reply from 212.159.8.2: bytes=32 time=44ms TTL=248
Ping statistics for 212.159.8.2:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 44ms, Maximum = 55ms, Average = 49ms

Tracing route to plus.net [212.159.8.2]
over a maximum of 30 hops:
  1     1 ms    <1 ms     6 ms  192.168.0.1
  2     *       45 ms    32 ms  lo0-plusnet.pte-ag1.plus.net [195.166.128.64]
  3    41 ms    38 ms    67 ms  ge0-0-0-403.pte-gw2.plus.net [84.92.4.2]
  4    45 ms    40 ms    45 ms  ae0-102.ptn-gw02.plus.net [212.159.1.105]
  5    37 ms    36 ms    33 ms  gi0-1-31.ptc-gw1.plus.net [195.166.129.3]
  6    50 ms    41 ms    51 ms  pos1-0.pih-cr1.plus.net [195.166.129.250]
  7    53 ms     *       47 ms  vlan7.pih-gw3.plus.net [212.159.0.26]
  8    48 ms    47 ms    40 ms  if25.pih-lb04.plus.net [212.159.0.18]
  9    48 ms    42 ms    43 ms  portal.plus.net [212.159.8.2]
Trace complete.

Tracing route to plus.net [212.159.8.2]
over a maximum of 30 hops:
  1     1 ms    <1 ms    <1 ms  192.168.0.1
  2    35 ms    43 ms    58 ms  lo0-plusnet.pte-ag1.plus.net [195.166.128.64]
  3    39 ms    39 ms    39 ms  ge0-0-0-403.pte-gw2.plus.net [84.92.4.2]
  4    41 ms    36 ms    60 ms  ae0-102.ptn-gw02.plus.net [212.159.1.105]
  5     *       32 ms    39 ms  gi0-1-31.ptc-gw1.plus.net [195.166.129.3]
  6     *       49 ms    42 ms  pos1-0.pih-cr1.plus.net [195.166.129.250]
  7    44 ms    50 ms    41 ms  vlan7.pih-gw3.plus.net [212.159.0.26]
  8   168 ms   102 ms    48 ms  if25.pih-lb04.plus.net [212.159.0.18]
  9    45 ms     *       45 ms  portal.plus.net [212.159.8.2]
Trace complete.

3 - latest speed tests .. down to a wopping 34kpbs this morning !


25th 06:58  	34 kbps (4.25kB/s)  	379 kbps (47.4kB/s)
24th 22:14  	55 kbps (6.88kB/s)  	337 kbps (42.1kB/s)
24th 21:57  	53 kbps (6.63kB/s)  	377 kbps (47.1kB/s)
24th 21:12  	98 kbps (12.3kB/s)  	369 kbps (46.1kB/s)  	
24th 21:10 	105 kbps (13.1kB/s) 	371 kbps (46.4kB/s) 
	
Aug 11, 20:30 	5785 kbps (723kB/s) 	532 kbps (66.5kB/s) 	
Aug 11, 20:30 	6059 kbps (757kB/s) 	534 kbps (66.8kB/s)

Re: BT Wholesale upgrade

James — Tue, 25 Aug 2009 08:21:24 GMT

Thanks for that.
Looking at your telephone luine from this end, it *looks* fine - connecting at a good speed, with no obviously errors on downstream or upstream.
I can see that you've also started the broadband fault journey - which is good.
Are you able to connect your router to your test socket so that I can test to see if it makes any difference?

Re: BT Wholesale upgrade

eddum — Tue, 25 Aug 2009 09:51:33 GMT

Quote from: Jameseh
I can see that you've also started the broadband fault journey - which is good.

yes well i started that from a sensible connection away from home.. whether i can get onto the instructions from home to go through the full process is another matter.
will try moving the router & master socket tonight.

Re: BT Wholesale upgrade

eddum — Tue, 25 Aug 2009 17:27:15 GMT

Now on the master socket - filter & router only !
Have trawled through the fault checker, was offered speed or connection issues as an option so went down the speed route for now.
BT speed checker site almost died laughing with the following 3 tests:


Test1 comprises of Best Effort Test:  -provides background information.
    Your DSL connection rate: 8096 kbps(DOWN-STREAM),  448 kbps(UP-STREAM)
    IP profile for your line is - 7000 kbps
    Actual IP throughput achieved during the test was - 16 kbps
This test was not conclusive and further testing is required.
Please wait whilst you are redirected to undertake a second test.
This Test comprises of Best Effort Test:  -provides background information.
    Your DSL connection rate: 8096 kbps(DOWN-STREAM),  448 kbps(UP-STREAM)
    IP profile for your line is - 7000 kbps
    Actual IP throughput achieved during the test was - 97 kbps
This test was not conclusive and further testing is required.
This Last Test comprises of Best Effort Test:  -provides background information.
    Your DSL connection rate: 8096 kbps(DOWN-STREAM),  448 kbps(UP-STREAM)
    IP profile for your line is - 7000 kbps
    Actual IP throughput achieved during the test was - 29 kbps
Your service was found to be performing poorly.

have been reassuringly directed straight for further checks from their end..... waiting patiently for results.

Re: BT Wholesale upgrade

James — Tue, 25 Aug 2009 18:57:28 GMT

Hiya,
Ignore the throughput results - they're rubbish (ie: not true)
The sync and rofile reported is good though.
Is the connection still dropping and are your latency results still poor?

Re: BT Wholesale upgrade

eddum — Tue, 25 Aug 2009 19:29:27 GMT

connection seems more stable than before running through the fault checker, but has reconnected once or twice this evening.
speed from the my broadband speed test is better but still poor.

Re: BT Wholesale upgrade

James — Wed, 26 Aug 2009 08:07:11 GMT

Can you show me some of the results that you have been getting from that site please?

Re: BT Wholesale upgrade

eddum — Wed, 26 Aug 2009 08:26:16 GMT

errr.. what site ?

Re: BT Wholesale upgrade

James — Wed, 26 Aug 2009 08:56:47 GMT

Quote
My broadband speed test is better but still poor.

I thought you were on about http://www.mybroadbandspeed.co.uk ?

Re: BT Wholesale upgrade

eddum — Wed, 26 Aug 2009 10:20:52 GMT

ah yes... i was. .cant access them till i get back tonight.. i think we were approaching 200 kbps last night.
was a bit frustrated that the fault checker links you to a different speed test to the connection settings speed test page.... and then tells me i should have 3 test results before continuing !..... well i have several results from mybroadbandspeed.... but only one now from the BT tester and a 3hr gap required between tests ! anyway i guess the result of my one test was rubbish enough to bypass that as the fault checker moved on fairly sharpish after that.
more later...
jim:quote